Reinstatement: Retention/Third Party

Reinstatement: Retention/Third Party

Customers may contact Cinch to have their canceled contract reinstated.

Guidelines:

  1. Only the AUTHORIZED user can request reinstatement.
  2. Contracts can be reinstated up to 90 DAYS from the CANCELED date.
  3. BEFORE reinstating, the account must be PAID UP TO DATE.

Customer Refuses/Unable to Pay Required Balance:

If a plan is past the expiration date and the customer is now in the renewal year, they may be re-enrolled into a new warranty with a 30-day review period, IF they DO NOT  have a LESSER OF THE TWO balance from the previous term (refer to notes). 
  1. If a LESSER OF TWO is owed, agents must collect the balance BEFORE re-enrollment.

Process

If the customer calls in to reinstate a canceled account, follow the process below:

GAP Payment

Determine if a GAP Payment is due.
  1. Click Menu Options, then select Billing to view the Billing Details.



  2.  In the 3rd column of the Billing Screen, you will find the Bill Date, Bill Amount, and Gap Amount.



  3. When applicable, COLLECT the GAP and update the payment method on file as necessary.
    View     Process A Gap Payment and/or TS&R Payments: Secure Card Capture articles for guidelines and system processes.

Reinstate Contract

  1. Click Menu Options, then select Reinstate Contract.



  2. If the warranty is canceled, but within 90 days, continue to the next step.

  3. Click inside the Reinstatement Date field, then click Save.



  4. Recap the actions taken during the call with the customer.
Example:
Quote
“Let’s take a moment to review. We took care of the past-due balance, and your plan has been successfully reinstated.
Your next bill will be [amount] on [date].
You can also manage your account online through MyAccount. If you haven’t registered yet, would you like the link to the website?”

Documentation

Use the Note Template to enter notes in the Communication History Log.

Field Name

Call Details

Caller:

Reason for Call:

Past due letter - wants to reinstate plan.

Action Taken:

Reviewed payments due, took payment, reinstated contract, advised of next bill date and amount

Sales Details:

N/A

PYMT Details:

Collected past due pymt of $82.74

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