Sears Service Job Cancel Process

Sears Service Job Cancel Process

When a Service Job is assigned to Sears and the job is rejected by Sears via ServiceBench, Cinch will send a text message notification to the customer to confirm if they still require service. 

Cinch will systematically update the status depending on the customers response:
  1. If the customer confirms they no longer require service, the status will change from Rejected to Cancelled.
  2. If the customer does not respond within 24 hours, the status will change from Rejected to Cancelled. 
  3. If the customer still requires service, the Service Job will be sent to Procure Vendor.

Customer Notification

When the Service Job is assigned to Sears and the status is Rejected:
  1. If the customer has a valid mobile number on file, an SMS text message will be sent to them.
    1. SMS Text Message: “Home Warranty Notice: Regarding your <Product Name> Service Order <Service Job Number>, we see your appointment has not been completed. Do you still need repair assistance? *Respond Y for Yes, N for No*”
      1. If Yes, an auto-reply is sent: “Thank you for your patience! We’ll send you an email as soon as possible with instructions/your technician’s information or call you to follow up.”
      2. If No, the Service Job will systematically be updated to Cancelled.
  2. If the customer does not have a valid mobile number on file, however a valid email address is on file, the customer will be sent an email notification.
    1. Email Message:

      1. If Yes, an auto-reply is sent: “Thank you for your patience! We’ll send you an email as soon as possible with instructions/your technician’s information or call you to follow up.”
      2. If No, the Service Job will systematically be updated to Cancelled.
  3. If the customer does not have a valid mobile number or email address, the Service Job will be systematically set to Procure Vendor to be worked by the Dispatch Team, applying current procedures.

Customer Response

When the customer responds to the SMS text message or email notification advising:
  1. No Service Required
    1. The Service Job is systematically cancelled with the Cancel Reason code set to Auto Cancelled, and the Cancel Explanation field will show “Sears Job Cancel: Messaging response: No assistance needed. Job canceled.”
  2. Yes Service Required
    1. The Service Job is systematically reassigned to Procure Vendor to be worked by the Dispatch Team applying current procedures.
    2. The previous Service Job assigned to Sears will have the following Reassignment Reason, “Sears Job Cancel Messaging Response: Customer Needs Assistance.”
  3. No Customer Response Within 24 Hours
    1. If the customer does not respond after 24 hours of the notification and the Service Job is still in Rejected status, it will systematically be cancelled with the Cancel Reason code set to Auto Cancelled, and the Cancel Explanation field will show “Sears Job Cancel: No response within 24 hrs after messaging. Job canceled.”

Customer Follow-Up Call on Cancelled Service Job

When the customer calls inquiring about the cancelled Service Job, the Customer Service Agent will:
  1. Check the Service Job Status, Cancel Reason, and Cancel Explanation.
  2. Advise the customer:
    “<Customer Name>, in reviewing your Service Order I see we attempted to reach you via <Text or Email> to verify if you still require service, however, we did not receive a response after 24 hours of the notification. Do you still need service repair assistance for your <Item>?”
    1. If the customer requires service, reassign the Service Job to the next available Service Professional. Contact the Service Professional to confirm they are able to schedule an appointment with the customer.
      1. If no Service Professional is located/available, assign the Service Job to Procure Vendor following the current procedures.
    2. If the customer does not require service, document the call interaction in the Service Job Comments.


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