Deductible Refund Process

Deductible Refund Process

If a customer reaches Escalations requesting a refund of their deductible, follow these steps:
  1. Educate the customer on what the deductible is for.
  2. If customer is still demanding a refund, review the scenarios below.

Scenario

Agent Handling

Customer Requests Deductible Refund – BEFORE first home visit.

The Service Provider has NOT been to the home.

Make sure to review if this is a Single or Multi-Item job. If customer is still receiving service for 1 or more items on a Multi-Item request, a Deductible Reimbursement is not owed.

Deductible Refund is permitted if the customer cancels the Service Request, and the Service Provider has not been to the home.

  1. Confirm with the customer and/or Service Provider that the first home visit did not take place.
  2. Manually CANCEL the Service Job and CLOSE the Service Order. Notate the job with the reason for manual cancel/close.
  3. Advise the customer they should receive their Deductible Refund in 3-5 business days.

Cancelled Service Jobs are then reported, and Deductibles are refunded accordingly.

Customer Requests Deductible Refund – AFTER first home visit

The Service Provider HAS been to the home.

If the Service Provider has been to the home, a Deductible Refund is NOT permitted per Cinch policy. Refunds should not be promised unless a supervisor approves the request.

Take the steps below to handle these instances:

Customer Service Agents:

  1. Stick to the policy. Use the talking point below to inform the customer of the Deductible policy:

    “The Deductible payment is non-refundable. It covers the cost of the service call and diagnosis.”
  2. If the customer is still disputing, transfer the call to a Tier 1 Agent.

 Tier 1 Agents (External Employees)

  1. Uphold the Deductible is non-refundable, which covers the service call and diagnosis performed.
  2. If decided a Deductible Refund is needed: Thoroughly review the job and issue advised, and process the refund in SB.

Cinch collected payment in error

In instances when an agent believes a Deductible payment was collected in error:

  • Escalate to a supervisor or manager for review and reimbursement.

Supervisors and Managers: Use the steps below in this article to review TIMX SCM and process a refund if needed.

Failed IVR Service Request

Customers can initiate a Service Request using the IVR System. During this automated process, the customer will be prompted for their Deductible payment.

If the customer’s payment attempt is unsuccessful, the call will be transferred to a live agent for assistance.

The customer will hear the following message after a failed payment attempt through the IVR:

“Something happened so I wasn’t able to create your service job. I’ve cancelled your last service call fee payment. The pending authorization will be removed from your card in 1-2 business days. Let’s get you to someone who can help.”

After answering this type of call, agents should confirm that no Service Request was created before creating a new one.

Additionally, if the customer requests confirmation that the payment was not processed, agents can reference TIMX SCM – Payments View to confirm the status of the payment.

  • If the charge appears in the Payment History section, the payment was successful. There should also be a Service Order in ServiceBench. Search thoroughly for the Service Order before creating a new one. Seek assistance from a supervisor if needed.
  • If the charge appears in the Interface Payments Pending section, the payment was NOT successful. The customer’s card will not be charged. Follow the standard Service Request creation process. Reassure the customer that the payment they attempted to make through the IVR was unsuccessful. You will collect payment when creating the job as usual.

 

Process

  1. View the payment details on the Service Request Payment tab in Zoho.
    1. Verify payment was successful
    2. Verify payment amount
    3. Verify the last 4 digits of Credit Card used 

  2. If unable to retrieve this information from Zoho, swivel to TIMX SCM.
  3. Open Customer Record.
  4. Click Menu Options , then select Billing .

  5. On the Billing screen, locate the Claim Deductible Payment.

  6. Click Payment Screen.

  7. On the Payment Entry pop-up, click Payment History.

  8. On the Payments View screen, locate the correct payment.
    1. Verify payment was approved
    2. Verify payment amount
    3. Verify last 4 digits of Credit Card used
      IF payment is listed in the Interface Payments Pending section, it has not processed. 
  9. Swivel to ServiceBench to complete refund.
  10. On the Service Order, click Refund Deductible in the Deductible Payment and Waive Information section.

  11. Select the Refund Payment Reason on the Refund Information popup, then click Confirm.

  12. A new line will populate showing Payment Status as Refunded.
  13. Notate why Deductible was refunded.

Deductible Refund Reasons

Refund Reason

When to use

Customer cancelled

The customer cancelled the service request. The service provider never visited the home.

Customer concession

The deductible is/was due and you made a decision to waive/refund it as a gesture.

Deductible previously paid

The deductible isn't due as it was already paid on another service job for said item. Claim continuation. 

Item not covered before visit

The item is not covered per the agreement terms. We were made aware that service was needed on a non-covered item and still initiated service without informing the customer that the item isn't covered.

Job reassigned

Continuation of an ongoing claim. Job reassigned to a different provider. No deductible due.

Multi-item job

Multi-item job and a deductible was already collected on another item on the job.

No SP found

We weren't able to locate a service provider to service the customer and/or APO was assigned. An in-network service provider hasn't visited the home.

Poor workmanship

The service company displayed poor workmanship. Failed to honor their workmanship guarantee or caused damage

Recall job

Job has been determined to be a true recall. 

SP collected in error

A deductible was not required/due or customer already paid deductible, and s/p also collected the deductible.

SP did not complete work

It has been confirmed by both the service provider and the customer that the approved work was never completed.


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