Scenario

Agent Handling

APO Assigned and Deductible was not refunded.

Deductible should be refunded upon APO assignment as the customer will have to pay the out-of-network provider directly, if it was not process the refund.

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.