Equipment Return, Portables & PMs

Equipment Return, Portables & PMs

Equipment Return & Restock

Required Call Disclosures 

  1. Replacement and Buy-Out options explained clearly
  2. Customer advised to review all attributes:
    1. Size/Dimensions 
    2. Color
    3. Fit and installation requirements
  3. Agent advised:
    1. Cinch is not responsible for modifications 
    2. Cinch/SPs are not responsible for fit issues 
    3. 35% Return & Restock Fee Policy explained 
    4. Verbal acknowledgment obtained from customer 
    5. Disclosure and acknowledgment documented in Service Request

Identify Reason for Refusal /Return

  1. Item refusal or return reason identified
  2. Confirm if refusal/return was due to: 
    1. Customer choice (fit, color, size, change of mind)
    2. Cinch or Distributor error
    3. Damage during shipment

Determine Installation Status

  1. Confirm if item was installed
  2. Confirm if item: 
    1. Was left in the home
    2. Was refused and returned on the truck
    3. Needs pickup

Apply Restock Fee Rules

  1. 35% Restock Fee applied if: 
    1. Customer changed mind
    2. Fit, color, size, or modification concerns
  2. No restock Fee if: 
    1. item damaged during shipping
    2. Cinch or Distributor ordering error verified
      1. Restock fee deduction from buy-out amount explained to customer
      2. Customer is advised fee is non-negotiable

Required Exceptions & Documentation

  1. If item was NOT installed
    1. Create PR-Return Exception
      1. Enter Service Request comments.
    2. Claim Credit pending return confirmation and distributor credit
      1. Confirm purchasing involvement required after return

Claim Credit Processing Steps

  1. Claim credit not processed until: 
    1. Item return confirmed
    2. Distributor credit received
      1. Purchasing documents Service Request once credit confirmed
      2. Purchasing creates SS-Claim Credit Review Exception (Open)
      3. Support Services processes Claim Credit

Dispute Handling (35% Restock Fee)

  1. Customer dispute identified

  2. Customer advised:
    1. Supervisor will pull the call
    2. Review disclosures provided
    3. Callback within 48 hours
      1. Supervisor documents findings in the Service Request comments
      2. Customer notified of final determination. 

Final Verification

  1. Correct restock fee outcome applied
  2. Proper exception created
  3. Documentation complete and clear
  4. Customer provided next steps and expectations

Portable Unit/Mini Fridge Eligibility List

Step 1: Confirm Basic Eligibility

  1. Emergency temperatures?
    1. Over 85°F or Under 40°F 
  2. Medical emergency?
  3. Covered failure confirmed
  4. Customer cannot use ELR (no benefit OR valid reason such as medical needs, pets, etc
Notes
If unsure about ELR exception, STOP and ask a Team Lead/Supervisor. 

  Step 2: Check Claim Status 

  1. Is the claim tagged Med/ER? 
  2. Has the assignment been made to an SP? 
  3. if no SP assigned, was the claim escalated to Supervisor for Malcolm Ricks outreach?

  Step 3: Review Service Progress 

  1. Any parts ordered or pending? 
  2. Is a return visit date already scheduled? 
  3. Is repair/replacement scheduled within a few days? 
  4. If yes, do NOT offer the gift card. 

  Step 4: Make the Decision 

  1. Does the customer genuinely need temporary relief? 
  2. Is the decision equitable based on need vs. coverage? 
  3. If all conditions are met → Offer Claim Credit /Omni Gift Card for:
    1. Portable AC
    2. Portable Heater
    3. Mini Fridge 

Preventative Maintenance Requests
(Outside Maintenance Window) 

Cinch & Sam’s Warranty PM Benefit Overview 

Customers are eligible for 2 HVAC Preventative Maintenance (PM) visits per year, based on visit periods: 
  1. Air Conditioning PM: Feb 15 – May 15 
  2. Heating System PM: Aug 15 – Nov 15 
Initiating Service - select:
  1. Preventative Maintenance – Air Conditioning
  2. Preventative Maintenance – Heating System 
Coverage Differences
  1. Cinch: covers PM for the number of units on the contract. 
  2. Sam’s Club: covers 1 unit per PM visit only. 
Notes
Some Cinch contracts may list PM benefits directly on the Dec Page. 

Sears Warranty PM Benefit Overview 

  1. Sears customers receive 2 Preventative Maintenance (PM) visits per year:
    1. AC PM: Feb 1 – May 15
    2. Heat PM: Aug 1 – Nov 15
  2. Hawaii customers: Eligible for 1 Refrigerator PM per year. 
Coverage Rules 
  1. Sears covers PM for up to 3 different HVAC units. 
    1. Do NOT probe to find out if they have multiple units.
    2. If the customer volunteers this info (up to 3), note it in Special Instructions. 
  2. Downsell Sears Plans: Do NOT include PM benefits. 

Cinch Proactive PM – Quick Overview 

Program Basics 
  1. Select Cinch customers receive an Email/Postcard (Oct–Nov) offering a Heating PM Check. 
  2. Contract name will not change to reflect PM.
  3. TIMX SCM will show a pop-up confirming eligibility and valid PM date
PM Rules
  1. PM visit covers 1 heating unit. 
  2. Additional units = additional service fee per unit.
Ask the customer: 
  1. "Is this the only Heating System in the home?
    1. If No → "Would you like to request additional maintenance for <$service fee amount> per unit? 
How to Enter the Request 
  1. Select item: PM – Heating, Venting, & Air Conditioning
  2. Request window: 10/01/2025 – 12/31/2025 
  3. Each PM request has a Service Fee (varies by state) 
    1. System script will say “deductible,” but we must call it a Service Fee
Multiple Units 
  1. Create one PM Service Request per unit, up to 5 max. 
  2. If additional requests do not assign to the same SP → 
    ➜ Supervisor must force-assign to match the first provider.
    Important Notes 
    1. If customer describes a problem with the HVAC system → 
      Do NOT treat as PM. Enter a Warranty Service Request instead. 
    2. If customer tells the SP later about another unit →  They must call Cinch to request an additional PM visit. 

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