Reinstatement: Retention/Third Party

Reinstatement: Retention/Third Party

Customers may contact Cinch to have their cancelled contract reinstated.

Guidelines:
  1. Only the authorized user can request reinstatement.
  2. Contracts can be reinstated up to 90 days from the cancelled date.
  3. Prior to reinstating, the account must be brought current.
    1. Customers who refuse/are unable to pay the gap to reinstate a plan that is past the expiration date and now in the renewal year, can be re-enrolled into a new warranty with a 30-day review period if they DO NOT owe a lessor of the two from the previous warranty year (check notes). If the customer owes a lesser of the two, the balance must be collected before re-enrollment.

Process

If the customer calls in response to a past due letter, or to update the billing method on an account that is scheduled to cancel within 45 days, or the customer wants to reinstate a cancelled account, follow the below process:

Gap Payment

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

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

  3. Collect the Gap Payment and update the payment method on file (when applicable). 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. Verify the reason for the cancellation and expected canceled date.
    1. If the customer is unable to pay today, set the proper expectations by communicating the expected cancel date (Expt Cx Date).
  3. If the warranty is cancelled, but within 90 days, continue to the next step.
  4. Enter the Reinstatement Date, then click Save.

  5. Review the Payment Amount, Bill Date, and Deductible Amount with the customer.

Enter Notes

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

EXAMPLE

Caller:

Customers full first and last name

Reason for Call:

Past due letter

Reason Details:

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:

Include the amount of payment, if it was a full or partial payment, and the authorization number

Sales Scripting Completed:

N/A

ROD:

Yes if there was a payment method update, Down if the system is not working, N/A if no new payment method is updated

CC/ACH Scripting Completed:

Read verbal agreement for payment method updates, otherwise N/A

CTI:

Yes if CTI identified the caller, No if CTI did not identify the caller, Down if CTI is not working

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