Sears Incentive Offer Process

Sears Incentive Offer Process

Purpose

Effective July 2026, a 50% retention incentive is available for Sears customers who request cancellation or indicate they may cancel, helping reduce contract expirations and improve retention.

Guidelines

  1. Follow the Save/Offer Cancel Process (BAU)
    1. Sales efforts are required 
    2. IF there is an outlining service issue, THEN the issue must be resolved using current procedures BEFORE flagging it as a Save (BAU)
    3. Customer must be on a recurring billing method
    4. Update the card on file (as necessary)
    5. Collect past-due balance BEFORE reinstating the contract
    6. Once all billing maintenance is complete, back out to REFRESH before applying an incentive
Additional Rules:
  1. Offer the 30% and 50% incentives ONLY  if the customer requests cancellation or indicates they may cancel.
    1. DO NOT: offer incentives proactively and/or if the customer does not request or imply cancellation.

  2. Use the 50% retention offer as a LAST RESORT
    1. Supervisor approval is required before offeringthe 50% incentive.
    2. Document the approving supervisor's name in the TIMX SCM Communication History Log.
      (EX: 50% off approved by <supervisor's name>)


Notes
REMINDER: to extend the offer to the renewal year or apply the offer to the renewal year only, follow the Renewal Incentive Process. 

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