APO: Electronic Reimbursement Option

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 transfers via JP Morgan Concourse. 
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

  6. Swivel to ServiceBench and locate the Service Job using the Service Job Number.
    1. Click the Claim hyperlink to review the claim
    2. Ensure the claim is in an Under Review status
    3. Click the Service Job hyperlink to go back to the job
    4. Create the SS-Claim Credit Review exception
  7. Swivel to Zoho and search for the case using the Service Job Number.
  8. In the Service Request, the Select Payment Option button will now be available.
    1. This button will only populate if the SS-Claim Credit Review exception has been created in Service Bench
  9. Click the Select Payment Option button.

  10. In the Reimbursement pop-up, select JP Morgan Concourse Payments, the customers Email Address will populate.
    If the email address matches, click on Terms and Conditions, check the I agree checkbox, and Save.



  11. Based on the customer's email response:
    1. If the customer provides a different email NOT associated with the account, you MUST call and verify if the customer would like to update their email.
      1. If yes, make necessary changes in TIMX SCM, then refresh in Zoho to see updated contact information.
      2. If no, then advise the customer you will be sending out a check payment that takes 7-10 days.
  12. Swivel back to ServiceBench and click the Claim hyperlink.



  13. Approve the claim for the Reimbursement Amount.



  14. 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



  15. 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 Electronic 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



  16. Click the drop-down arrow under Status and select Completed.
  17. Remove None from the Resolution Reason and select Digital Reimbursement Processed.
  18. Click Save.



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