Replacement Deductible - SP Will Collect - Claim Credit and Cap

Replacement Deductible - SP Will Collect - Claim Credit and Cap

Cinch P3 contracts May require a Replacement Deductible for specific items being replaced rather than repaired.
When the Service Type field in SB is updated to Replacement, this begins the Replacement Deductible process:
  1. An Email and Text is automatically sent to the customer.
  2. The Replacement Deductible button will populate in Zoho.
  3. If Cinch is supplying the replacement the deductible must be collected to move forward with the replacement order or options.
    1. The Customer can pay through MyAccount, the IVR, or by speaking with a CS agent.
  4. If the SP is supplying, SP will collect will be selected in Zoho, information notated on the service job, and the SP will collect at the time of install.
When all information is obtained from the SP and it is determined the SP will supply the replacement, follow the steps below to make the proper Replacement Deductible selection.
For a full list of Replacement Deductible units and systems click Here to view the article. 
The Entitlement section in SB should also indicate if a Replacement Deductible is required for a specific item. 
Verify the actual amount owed in Zoho after selecting the Replacement Service Type. 

 

Replacement Deductible - SP Will Collect Selection

1. Update the Service Type field in SB to REPLACEMENT.



2. Open the Service Job in Zoho, and click the Replacement Deductible button.



3. Advise the SP of the Remaining Amount Owed in the Replacement Deductible Collection pop-up and click Collect Payment.



4. Select Service Pro will Collect and click Submit.



5. Document clearly on the job advising the SP is to collect the Replacement Deductible and the amount owed.

6. Save a Public with Email comment to advise the SP of agreed upon charges and the Replacement Deductible to be collected. 

If Cinch is supplying the replacement equipment for an in network SP to install, then advise the SP we will communicate with the customer and we will collect their replacement deductible prior to ordering the equipment. They will receive notifications regarding the order status.
 

Claim Credit or Cap with Replacement Deductible

Customer Service:
If a customer has been approved for a Non-Appliance replacement and is requesting a Claim Credit prior to paying their Replacement Deductible follow these Steps:
  1. Confirm in Zoho that a Replacement Deductible amount is Owed
  2. Reach out to Tier 1 or a Supervisor and advise a customer is requesting a Claim Credit but they owe a Replacement Deductible 
  3. Tier 1/Sup will then reach out to an Authorizations Specialist to have the Claim Credit calculated with the Replacement Deductible deducted to be offered to the customer
  4. Follow normal procedures based of the customer's decision 
Appliance Replacement Options will be sent to the customer After they pay their Replacement Deductible.

If SP Will Collect was selected for the Replacement Deductible but the customer requests the Claim Credit:
  1. Process and approve the Claim Credit as normal.
  2. Ensure an additional Claim is created to pay the SP for their visit and diagnosis if necessary.

If Replacement Deductible owed prior to a replacement being ordered and the customer requests the Claim Credit:
  1. In order for the claim credit to be updated the Replacement Deductible should be collected upfront however, Supervisors, Autho Specialists, Support Services or Escalations may need to review each scenario to Waive the Replacement Deductible in the system. 
    1. If waived upfront to calculate the claim credit, it may be manually deducted from the claim credit issued in SB. 
    2. Each scenario is different and the decision may be made to waive the deductible and issue the full claim credit. 
Cap Out:
  1. If a Cap Out is considered a Cinch Replacement:
    1. Update the Service Type to Replacement and immediately swivel to Zoho and Waive the Replacement Deductible. 
  2. If a Cap is exceeded by a Repair, Do Not update the Service Request Type to Replacement and the Replacement Deductible process will not be triggered. 


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