APO: Check Reimbursement Option

APO: Check Reimbursement Option

When a customer responds to the APO Reimbursement email accepting the Claim Reimbursement by check, a Case is created in Zoho and assigned to the APO Check Queue. When working the Case, be sure to review the response as well as the Service Job history to verify it has not already been updated, then follow the process to complete the case.
  1. In Zoho, click Cases.
  2. Select My Open Cases under Views.
    1. Click Views
    2. Locate My Open Cases under All Views

      1. My Open Cases will only show cases in an Open status. To view all cases regardless of status, select My Cases
      2. Click the Star next to My Open Cases to add to your Starred Views (favorites)

  3. Click the top Case to open it.
  4. Click the Conversation tab to open email and review.

  5. Link the Case to the associated Service Request Parent Ticket.
    1. Locate the Service Job Number within the email
    2. Open a duplicate Zoho Desk tab
    3. Click the Search icon and enter the Service Job Number
    4. Open the Service Request (Parent Ticket)
    5. Copy the Case ID number
    6. In the APO Reimbursement Case (Child Ticket), paste the Parent Ticket Case ID number into the Parent ID field
    7. Click Save

    1. Swivel to ServiceBench and click the Claim hyperlink.

    2. Approve the claim for the Reimbursement Amount.

    3. Complete the Service Job.
      1. Verify Service Type has Replacement selected
      2. Update the Sub-Status to Claim Credit Accepted
      3. Update the Claim Credit Review exception to Complete
      4. On the job page click Complete

    4. Swivel back to Zoho to reply to the email.
      1. Click on the Conversation tab
      2. Hover over the Blue Arrow icon
      3. Click Reply

      4. Select the APO Acknowledgement - APO Check Template

      5. Update the template with customer specific information
      6. Verify the From field shows the Customer Options email address
      7. Verify the To field shows the Customers email address
      8. Click Send

    5. Click the drop-down arrow under Status and select Completed.
    6. Remove None from the Resolution Reason and select Check Reimbursement Processed.
    7. Click Save.


      • Related Articles

      • APO: Electronic Reimbursement Option

        When a customer responds to the APO Reimbursement email accepting the Claim Reimbursement by digital deposit, a Case is created in Zoho and assigned to the APO Electronic Chase Payment Queue. We are now partnered with JP Morgan to process electronic ...

      • Cinch Success Standards Two-Pager

        Overview There are times when a service provider may ask for a document to help their technicians or office staff quickly understand the Cinch process. This two-page document provides that support by highlighting the key standards and expectations of ...

      • AM and SP Onboarding One-on-One SOP

        STANDARD OPERATING PROCEDURE Date Created: 06-20-2019 Department: Service Network Location: SharePoint Procedure: Area Manager and New Provider Onboarding One-on-One Sub Process: Preceding Task: Provider Onboarding Process Date Issued: Revision Date: ...

      • How to handle a UCC Lien SOP

        Standard Operating Procedures (SOP) Date Created: 04/15/2026 How to Handle a UCC Lien Department: Cinch Home Services – Location: <file location> Procedure: How to Handle a UCC Lien Sub Process: Preceding Task: Date Issued: Revision Date: SOP ...

      • Single Point of Contact (SPoC) Program

        Purpose To understand the SPoC role in assisting Service Providers, and when Leadership can contact a SPoC to move a service job along. SPoC Specialist SPoC specialists are Authorizations agents who take service reports from a specific group of ...