Deductible Refund Checklist

Has the Service Provider been to the home? 

If SP HAS been to the home (After First Visit): 

1. Refund NOT permitted per policy
   
2. Use talking point: “The deductible is non-refundable. It covers the service call and diagnosis.” 
   
3. If customer continues to dispute  Transfer to Tier 1 
   
4. Tier 1 Only: 
   
1.  Uphold non-refundable policy 
   
2. If exception truly needed → review job + process refund in SB 
   

If SP has NOT been to the home (Before First Visit): 

1.  Identify Single vs Multi-Item
2.  If customer still receiving service for at least ONE item → No refund
3.  If customer cancels whole SR → Refund permitted
4.  Confirm with customer/SP that no visit occurred
5.  Manually Cancel Service Job + Close Service Order
6.  Advise refund will process in 3–5 business days
   

Special Situations

Payment Collected in Error

1. Escalate to Supervisor/Manager for review + approval
   

Failed IVR Payment

1.  Confirm whether a job was accidentally created
   
2. Check TIMX SCM → Payments View:
   
1. If in Payment History → Payment processed
   
2. If in Interface Payments Pending → Payment NOT successful
   
3. Create job normally and collect deductible if needed

Refund Processing Steps

In Zoho / TIMX SCM:

1. Verify payment was successful
   
2. Confirm amount + last 4 digits
   

In ServiceBench:

1. Open Service Order → click Refund Deductible
   
2. Select correct Refund Reason
   
3. Confirm → Status should show Refunded
   
4. Add clear notes on why refund was issued
   
   

Service Bench Refund Reason Quick Reference

Refund Reason	Use When ...
Customer cancelled	SP never visited; customer cancelled.
Customer concession	Gesture of goodwill.
Deductible previously paid	Continuation claim; deductible already paid.
Item not covered before visit	Service initiated on a known non-covered item.
Job reassigned	Same claim, new provider assigned.
Multi-item job	Deductible paid on another item.
No SP found	No SP available; APO; no visit.
Poor workmanship	SP caused damage or didn’t honor guarantee.
Recall job	True recall situation.
SP collected in error	SP took a deductible they shouldn’t have.
SP did not complete work	Confirmed incomplete by SP + customer.

Final Checklist

  Is there a duplicate deductible charge in SCM?

 If duplicate confirmed →  Has one of the deductibles been refunded without further approval?

  For goodwill concessions →  Has the claim payout been verified against the premium value?

 Customer cancelled job → Is the deductible return processed correctly?

DO NOT call the specialist queue

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