If JP Morgan is selected in Zoho but the account has No Email Address on file at all, the following message will appear:

We cannot email Accounts Payable to process or change a JP Morgan Concourse Payment. 

Scripting

IF customer does Not want to accept a Check but does Not have a valid email address on file,

you may advise an email can be added to their account if they would like to receive an electronic transfer through JP Morgan Concourse.

IF accepted,

THEN update their email address in TIMX SCM, Refresh in Zoho, and follow the JP Morgan Concourse Payments process.

If technical issues and unable to update the email to move forward, advise customer of the option to receive the check OR direct them to MyAccount where they may update their email address and make their claim credit selection.

Sears Home Warranty:  https://my.searshomewarranty.com

All Other Warranty Types:  http://my.cinchhomeservices.com

Zoho

1. In ServiceBench, create the SS-Claim Credit Review exception.
2. Swivel to Zoho, in the Service Request, the Select Payment Option button will now be available

1. This button will only populate if the Claim is Under Review and a SS-Claim Credit Review exception is created and in an open status ServiceBench.
   
3. Click the Select Payment Option button.
   
   
   
   
4. In the Reimbursement pop-up, select JP Morgan Concourse Payments
   
1. Customers Email Address will populate
   
   
   
   
5. Use below scripting to confirm customers Decision:
   
   

   Customer Has Valid Email Address Script

   “I will be happy to assist with updating your decision. For your claim credit payment, we have two options for you:   You can choose to use our JP Morgan Concourse option where you will receive an email to register and then can receive an electronic payment via Zelle or directly to your bank account. Would you like to accept an electronic transfer and receive payment information to your email address on file? Or we can process a check that will be mailed and delivered to you within 7-10 business days.”

   
   

   NO Valid Email Address Script

   “I will be happy to assist with updating your decision. For your claim credit payment, we will process a check that will be mailed and delivered to you within 7-10 business days.”

   
   

   IF the customer does not receive the check by the tenth business day, THEN a stop payment request can be issued on the 14th calendar day.
    Please refer to the STOP PAYMENT PROCESS for further instructions

If customer would like to update their email, make necessary changes in TIMX SCM, then refresh Zoho to see updated information.
Customer should receive the JP Morgan Concourse Registration email within 24 business hours. 
If no response from the customer within 48 hours of email receipt to accept payment, the payment info will be returned to Cinch and processed as a paper check to be mailed.
6. Select the Terms and Conditions link to open and read the Terms and Conditions to customer.
   
   
   
   
7. When customer agrees, click the Check Box, then Save .
   
8. Enter Job Comments  and Save .
   

If customer calls to check the status of their Claim Credit, reach out to a Supervisor to review the payment status.

Disbursement Action	Timeframes
Customer Receives Email	Within 24 Hours
Receives JP Electronic Payment	Within 72 Hours
Receives Check	7-10 Business Days

IF the customer does not receive the CHECK  by the tenth business day, THEN a stop payment request can be issued on the 14th calendar day.

 Please refer to the STOP PAYMENT PROCESS for further instructions