Returning Customer Process

This process aims to easily re-enroll customers who switched their service with another provider, but now they want to come back. Returning customers will be provided with a landing page where they will have to provide some of their personal information (DOB, SSN, Zip code).

Note: Notice this is a validation, not a login to My Service.

Depending on the result of the validation, the following scenarios may occur:

• If the applicant does not have any service active, they will go through the new pre-filled process.

• The application page will be shown for the following scenarios: 

• • For a LifeLine only customer, when the enrollment is in PENDING or QUALIFIED status.

• If we detect that the customer is not found as an existing customer, they will proceed with the new enrollment creation process through the standard flow.

Reuse option availability

For returning customer with less than 90 days from the transfer: The reuse option is available. 

For returning customer with more than 90 days from the transfer: The reuse option is available as well as the Free phone option.

Once the enrollment is created, it will be flagged with the RETURNING CUSTOMER tag:

In the Order Information section from the enrollment, users will also be able to check the promocode introduced for returning customers.