Deductible Payment Script
Deductible
Deductible Script |
“<Customer Name>, do I have your authorization to process the Deductible Payment of <Amount> for your Service Request(s) today, <Date>?” |
Secure Card
Card On File
Card On File Script | |
Name Matches Caller | Name Does Not Match Caller |
“<Customer Name>, I see you have a card on file with the last 4 digits of <XXXX>. May I use that to process your payment?” | “I see we have a card on file for <Card Holder Name>, are they available to come to the phone and authorize the deductible payment?” If NO: “We must speak with the Card Holder to process a payment.” |
Card Capture Link
Card Capture Link Script | |
“<Customer Name>, for your protection I am unable to take card information over the phone and will be sending a secure payment link via text to capture your payment information. May I send to the cell number ending in <XXXX>?” | |
Accepts | Unable To Accept |
“I will stay here on the line with you while you enter your card details. For your security, please do not read the card details out loud.”  If text is not received within 30 seconds, offer the Email Link option. | “I can also send a link via Email, may I send to Email <@XXXX> now?” Customer Driving: “I understand you are driving, would you like to go to MyAccount and process your request at a later time?” Unsuccessful Entering Details: “<Customer Name>, because we were unable to update your payment details at this time, please go to MyAccount, our self-service portal, to update your request.” |
If Email is sent, advise customer to click on the Update Payment Information Link inside the email. The Email will come from: donotreply@cinchhs.com. | |
Name Does Not Match Card Entered | |
“I see the card entered is for <Card Holder Name>, are they available to come to the phone and authorize the Deductible Payment?” If NO: “We must speak with the Card Holder to process a payment.” | |
Transfer To Secure Agent
Secure Agent Script | |
Transfer | “For your protection I can transfer you to a Secure Department who will enter your payment information and assist you. Do you have any questions for me before I bring the next agent on the line? May I place you on hold while I reach out to our Secure Department?” |
Introduction: Deductible | “Hi, this is <Agent Name> from <Agent Department>. I have <Customer Name> requesting a job for <Trade, Item, Brand, Problem>. The Zoho Case Number is <Case Number>.” Note: If SP is located via extended zip or service locator, provide the SP information including their account number so they can be force assigned. If Customer accepted an appointment date for Sears, GE, or Whirlpool, relay that information in hopes the same appointment may be selected. |
Introduction: Replacement Deductible | “Hi, this is <Agent Name> from <Agent Department>. I have <Customer Name> needing to pay their Replacement Deductible for the <Item>. The Zoho Case Number is <Case Number>.” |
PCI Agent | |
Customer Unwilling or Unable To Pay
Deductible Payments are required to initiate service and in some cases to move forward with a replacement. Use the below scripts and actions for guidance when handling deductible payment collection issues that may arise.
Scenario | Script/Actions |
Customer doesn’t understand why we are collecting a payment. | “We’ve changed our claim process for added security and faster processing. In order to secure your service appointment, I will be collecting a Deductible in the amount of <Amount>. The Deductible is non-refundable, as it applies to the cost of the Service Request.” Make every attempt to collect payment from the Customer. If the Customer is still refusing to pay and will not get off the line, then involve a Supervisor for assistance. |
Customer has security concerns with providing payment information over the phone. | Agents should reassure the Customer that any payment information collected will only be used to process the Deductible charge. We utilize our Secure Payment options of using a card on file, a Secure Capture Link, the customer may use MyAccount, or we can transfer them to a Secure Agent Group to obtain payment information. |
Customer does not have information handy. Customer attempts to use a card belonging to someone else. Customer does not possess a card and can only pay with cash or check. | “I apologize for any inconvenience; however, payment is required to initiate a Service Request. Once you have a credit or debit card available, you can place your request through MyAccount.” Provide the appropriate URL based on the customers warranty type:
|
Customers card is declined. | Ensure it is a valid form of payment. Valid forms of payment are Visa, Master Card, Discover, American Express. Ensure the information was entered accurately:
If still unable to process payment with the card on file or provided through the Card Capture Link, ask if the Customer has a different card available to use. If YES: Utilize the card capture link process again. If NO: Direct the customer to MyAccount to place the request when another payment method is available. |
Medical Emergency AND Customer unable to pay. Examples: No funds available, card declined, cash or check only. | Agents should make every attempt to collect payment from the Customer prior to involving a Supervisor. If unable to collect payment, review with a Supervisor for guidance. |
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