Retailer Portal
*Update - New Telgoo5 Enrollment Portal is now LIVE!
Order Entry Training
Agent Support
Review Queue/Agent Support hours!
Review Queue & Agent Support hours are:
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Monday-Friday: 8am – 11pm ET (5am – 8pm PT)
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Saturday-Sunday: 9am – 9pm ET (6am – 6pm PT)
Agent Support Line
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English: 1-877-331-3218
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Spanish: 1-912-228-3288
Notice: Agents identified for high churn or non-usage may be deactivated without prior notice by StandUp Wireless. Additionally, any agent found charging customers for devices or engaging in fraudulent sales activities will be deactivated and prosecuted.
Inventory
Important: New Retailers
Read Before Requesting Inventory
Before requesting inventory, please ensure:
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You have fully completed onboarding.
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Your agents are cleared to sell.
Inventory Disclaimer: Effective November 1, 2024, all inventory picked up must be distributed or processed as an RMA within 90 days. Inventory not managed within this timeframe will incur chargebacks. To avoid unnecessary costs, we strongly recommend using a just-in-time inventory approach and implementing a first-in, first-out (FIFO) inventory management system.
View Chargeback Amounts by Device
Notice: We recommend placing orders that align with your team’s size and recent sales performance. Your historical weekly production will be reviewed before approving any inventory requests.
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The system will assess:
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The number of Active/Selling Agents on your team.
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Your weekly average production and trends.
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Any aging inventory still in your possession.
*Aging inventory is updated weekly – if you need to reallocate / ship inventory a $50 per box shipping and handling fee will be deducted
Return Shipping Notice
If inventory is returned to the sender due to a failure to track and pick up from a FedEx location in a timely manner, a return shipping fee of $50 per box will be applied.
Convert ICCID SIM to BYOD SIM Kit
If inventory is returned to the sender due to a failure to track and pick up from a UPS location in a timely manner, a return shipping fee of $50 per box will be applied.
RMA: Return Merchandise Authorization
RMA Policy Guidelines:
StandUp Wireless issued devices have a 90-day warranty from the time of shipment. Only available, defective, non-working phones are eligible for return. StandUp Wireless will NOT accept returns for any other reason.
Acceptable Defects
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Does not power on
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Ringer doesn’t work
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Bad SIM port
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Bad LCD
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Bad keypad
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Bad keypad light
Unacceptable Defects
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Water Damage
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Screen Cracked/Broken
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Physical Damage​
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Bad headset plug
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Bad vibrator
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Bad camera
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Bad microphone
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Bad speakers
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Bad charger port
RMA Policy
RMAs must align with the approved guidelines for valid return reasons. If an RMA does not meet these guidelines, the full value of the device will be charged back to the retailer.
TIP: Coach agents to complete onboarding successfully
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Instruct Agents to select your Retailer in the dropdown box
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Ensure agents verify their Name is entered the same as it was to obtain their Rad ID
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Agents must use personal email (Gmail, Yahoo, AOL, etc)
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Upload a clear picture of photo ID laid flat showing all 4 corners
View Onboarding Progress: Agent Portal > Onboarding > View > Set dates on prospect table
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​Onboarding Support:
Notice: Retailers, or their designated managers or administrators, must first complete the onboarding process to gain visibility into the onboard of their agents and team members.
* Transfers can take up to 30 Days based on Prior DSP Approval
* New DSP: AES Alchemy Enterprises
* Check on Transfer: apply@standupwireless.com
Background Check Dispute Process:
Please note that Alchemy Enterprises does not have the authority to approve or deny background checks; this decision is solely made by StandUp Wireless. If an agent does not pass the background check and receives a Pre-Adverse Action Notice, they have the option to dispute the decision by following the process outlined below:
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Submit a signed and scanned reconsideration letter written by the agent in question.
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Provide two signed and scanned letters of recommendation:
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The first recommendation should be from an executive or manager within your DSP organization.
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The second recommendation can come from an external source, such as a probation officer, pastor, or representative of a volunteer organization associated with you.
To ensure a timely review by senior management, please submit all required documents together in one package to backgroundchecks@standupwireless.com.
Field Activity
As an enrollment representative, you will receive a complimentary marketing kit.
This kit includes:
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A branded T-shirt
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A lanyard and name badge holder (download the name badge on the digital toolkit)
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Rate plan and program rules flyers
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A 3x5 color banner
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Additional materials to assist in educating and enrolling customers
These items can be ordered through the agent portal. It is crucial to display these materials properly at your marketing events. Advertising Lifeline providers other than StandUp may result in a loss of credentials.
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Order FREE ER KIT
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Request Photo ID Template
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FREE Digital badge temple available
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Double Sided PVC Badge $5.00/ea
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Missing ER Kit Items Email:
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Commissions
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Points
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Overrides
Agents & Managers : PAID WEEKLY​
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Agent Points $2.25/ea
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Manager/Supervisor Points $0.25/ea
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Work Week: Monday – Sunday
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Points totaled and paid out weekly via ADP WorkMarket
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Retailers may assign managers to agents or assign themselves as the manager to receive full weekly override points.
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To assign multiple supervisors over multiple teams' email support@aesalesco.com.
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*Included first and last name of all agents and supervisor they should roll too.
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Agent Points $2.25/ea
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Manager/Supervisor Points $0.25/ea
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WorkMarket Support: 1-212-229-9675
*Notice: If you have previously used ADP Work Market with a different program, you can link your account by retrieving your Work Marke ID: www.workmarket.com/profile​
RETAILERS: Paid 2 Cycles Monthly​
(Click here to view pay grid .pdf)
*IMPORTANT To retain retailer status, a minimum cycle production of 250 enrollments must be upheld.
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Rep & manager Pay Reflect total points
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Retailers paid for successful activations in 2 Monthly Cycles
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Cycle 1: 1’st -15th calculated by the 25th and paid the next Friday
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Cycle 2: 16th to End of Month calculated by 10th and paid next Friday
Example Final Payroll Email:​
Retailer Pay contains itemized breakdown of all enrollments for the cycle.
Chargeback Policy:
Unused / Aged Out Inventory
Retailer /Distribution Service Provider will be financially responsible for reimbursing ALCHEMY for the per unit value of the Inventory (“Chargebacks”) that has not been used within ninety (90) days (“Chargeback Period”) from the date of shipping of order fulfillment. The chargeback amount may not exceed $100 per device based on the current market rate for the device in the Chargeback Period. If the device is activated once in the “Chargeback Period” the distribution will be credited for the chargeback amount. In order to receive credit, the device must be activated no more than 180 days after the shipment date. If the Distribution Agreement is terminated for any reason, or if Distribution Service Provider no longer has Independent Contractors partnered with the Distribution Service Provider, STANDUP may accelerate the Chargeback Period.
Hold Account:
Each Retailer is required to accrue a 10% Hold Retainer to protect against any potential chargebacks or fraud. This retainer may be borrowed against if an agent is in Retailer has clean 90 day aging summary and is in good standing.
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Monthly Reconciliation and Chargebacks Disclaimer:
StandUp Wireless conducts a monthly reconciliation process in collaboration USAC validate all enrollments from the prior month. During this process, enrollments that are deemed ineligible by StandUp Wireless may result in chargebacks. Common reasons for ineligibility include, but are not limited to: duplicate enrollments, incomplete documentation, discrepancies in eligibility verification, or non-compliance with program requirements. It is the responsibility of retailers and distributors to ensure all enrollments meet the required standards. Alchemy Enterprises reserves the right to deduct any chargeback amounts from future payments or invoices. For detailed guidelines on eligibility requirements, please refer to the compliance documentation provided during onboarding.
Key Requirements:
Retailers must maintain a team of at least 4 representatives, including themselves.
A weekly average minimum of 250 (1000 enrollments monthly) must be achieved.
What to Expect Next:
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Once you submit your onboarding details, your assigned account executive will provision your account and add you to StandUp Wireless's system as a Retailer/Distributor. This process typically takes up to 24 hours.
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You will receive an Adobe E-Sign agreement via email. This agreement must be signed and completed before your retailer status is finalized.
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After your account has been activated, you can begin onboarding yourself and your team.