Duplicate Deductible Charge

Duplicate Deductible Charge

If a customer calls in advising they were charged the deductible twice, review both ServiceBench and TIMX SCM to verify the information before refunding one of the deductibles. 

TIMX SCM

  1. Pull up customers account in TIMX SCM.
  2. Click the Menu Options icon.

  3. Select Interface Out History.

  4. On the Interface Out Table Research screen, locate the Resp Rcvd column by scrolling all the way to the right.

  5. Search Resp Rcvd for the date the deductible was collected.
    1. If there is nothing for that day, check the day before and the day after just in case it processed the day after of the customer tried to place a service request the day before.
  6. Once the date is located, check under Payment Type and ensure it says Deductible.

  7. Under Service Order ID, get the Service Order number and swivel to ServiceBench.

ServiceBench

  1. In ServiceBench, hover over Jobs and select Search Service Orders and Jobs.

  2. Enter one of the Service Order ID’s from TIMX SCM in the Service Order ID field.
    1. Make sure this is JUST the Service Order Number with NO dashes.
  3. Click Search.

  4. In a second ServiceBench screen, do the same with the other Service Order ID.
  5. Review both to determine if there is a Service Order that was not fully processed and a Service Order with a Service Job that was fully processed OR if there are 2 Service Orders with Service Jobs that were fully processed.
    1. Service Order not fully processed and Service Order with Service Job fully processed:
      1. This typically occurs when customer is placing a Service Request using MyAccount or the IVR, they pay the deductible, but the request doesn’t fully process and no Service Job is created. Customer then calls in and agent creates a new Service Order with a fully processed Service Job, collecting another deductible.
      2. In this situation, verify item is the same on both Service Orders, then refund the deductible on the Service Order with no Service Job using Deductible Previously Paid as the reason.
    2. Two Service Orders with Service Jobs fully processed.
      1. This sometimes happens if customer places two fully processed Service Requests by mistake.
      2. In this situation, verify item is the same on both Service Jobs, verify which one of the jobs was not serviced, then refund the deductible on the Service Order of the Service Job that was not serviced using Deductible Previously Paid as the reason.
      3. If the duplicate job has not already been cancelled, cancel it.
  6. If you do not see two Service Orders in TIMX SCM, reach out to Support Team for further assistance.


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