Status Definitions

Status Definitions

Contract Statuses

The system-generated statuses below identify the Warranty Contract status.

Status

Description

Required Note Entry

Completed (Active)

Contract is active and eligible for service.

No

Cancellation Scheduled (Active)

P3V2 Contract is Active until the end of the current billing cycle and is eligible for service.

No

Pending (Inactive)

Contract is within the dormancy period and not yet active. Entitlement will fail and unable to process the Service Job.

If the contract start date is today or after and the contract is still in Pending status, the contract will entitle normally.

Yes

Cancelled (Cancelled)

Contract is cancelled. Entitlement will fail and unable to process the Service Job.

Yes

Cancelled (Expired)

Contract is expired. Entitlement will fail and unable to process the Service Job.

Yes

Dunning (Pending Cancellation)

Contract payments are past due and pending cancellation. Entitlement will fail and unable to process the Service Job.

Yes

 

Service Job Statuses

Service Job Status is assigned during the Service Request process and appears in the Service Job Status field.

Status

Description

Required Note Entry

New

Service Job created and assigned to a Service Professional, but the Service Professional has not yet accepted or rejected. If the Service Professional does not accept or reject it, it will be moved to expired status.

Trigger: System Generated

No

Accepted

The Service Professional has indicated they will perform the Service Job assigned to them.

Trigger: System Generated

No

Expired

The Service Professional has not accepted or rejected the Service Job. Normally expire 24 hours after created or 24 hours prior to the scheduled service date and time. Service Jobs that have expired required follow up to ensure that the customer is serviced. Should be rescheduled or reassigned.


Trigger: System Generated

Yes

Cancelled

Service Jobs cancelled by Cinch when the service is no longer required. Service Jobs cannot by Service Professionals.

Trigger: Cinch

Yes

Completed

Service Job was accepted, and work was completed.

The Complete button should only be manually selected after:

  1. The Service Job is updated with all appropriate information.
  1. The repair is finalized, and no further work is required.
  1. The claim is created and submitted.

A Service Job must be manually updated by an agent to Completed status in order for a submitted claim to be processed for payment.

Once in Completed status, the following applies to the Service Job:

  1. It can no longer be edited.
  1. Notes can still be added.
  1. Service Job Escalations can be performed.
  1. New claims can be created on the Service Job.

Trigger: Service Professional or Cinch

No

Rejected

The Service Professional can reject Service Jobs. When a Service Job is rejected, it is a notification that the Service Professional is not able or willing to perform the Service Job. Cinch must take action to ensure the Service Job is not abandoned. We will try to contact the Service Professional to accept the Service Job or reassign.

Trigger: Service Professional

Yes

Reassigned

An original Service Job that was reassigned to a new Service Professional. It serves as notice to the original Service Professional that the job is cancelled. Reassigned Service Jobs are considered finalized.

Trigger: Cinch

Yes

Service Job Sub-Statuses

Service Job Sub-Statuses provide detailed information on various points of the service delivery lifecycle and can be updated either by the Service Professional or Cinch. 
To update a Job Sub-Status: In SB Click the Sub-Status drop down to select the appropriate status and Click Save.



Status

Description

Action

Awaiting Diagnosis

Only to be used for APO assigned jobs.

Updated by department assigning job to APO.

Claim Credit Accepted

Buyout approved. Support Services will submit the payment for the customer.

 

Only for appliances when the customer has a credit available. The customer will choose if they want the claim credit option or repair/replacement.

CSA:
Used when a customer advises they would like to accept their claim credit option. 

CSA Script:
“<Customer Name>, have you accepted the claim credit on this job? I can review to see where you are at in the process.” 

The agent will then need to go into the claim to see the status and verify that the job is complete. 

Authorizer:
Used when the customer accepts the claim credit option instead of repair/replace.

Customer Accepted Repair/Replace

Customer responds and accepts the repair/replacement option. Manually set by a CSA.

CSA:
Used when a customer advises they would like to accept the repair/replacement option.

 CSA Script:
“<Customer Name>, have you accepted the <Repair or Replacement> on this job? Do you have any questions regarding your <Repair or Replacement>?” 

Authorizer:
Used when the customer accepts the repair/replacement option instead of the claim credit.

Confirmed Appointment

Initial appointment has been scheduled and the date has been updated in SB.


CSA:
Used when the customer or SP advises the initial appointment has been scheduled. 

Authorizer:
Used when the SP calls in prior to the diagnostic appointment and is able to confirm the diagnostic appointment date.

Job Complete

SP has completed the Service Job.

CSA Script:
“<Customer Name>, I see that the Service Professional has indicated that the work on your Service Request has been completed. Do you have any questions related to the job?” 

Authorizer:
Used when the SP calls in or provides written verification that the Service Job is complete.

Job Not Covered

SP calls in and they are not sure the equipment is covered. Manually set by an Authorizer. If the job is not covered, we will call the customer if it is a Medical Emergency or email them if it is a Standard job.

CSA Script:
“<Customer Name>, I see we have received the Service Report from the Service Professional. We do cover mechanical parts and components of your <Item> that fail due to normal wear and tear. At this time your service job is not addressed due to <review the reason in the status update or job decision note>. What I can do is get you in touch with the Service Professional so they can give you pricing for them to come out to complete the repairs. Keep in mind all costs for the repairs will be your responsibility.” 

Authorizer:
Used when the Service Job is not covered at all (not to be used for partial coverage).

Job Pre-Authorized

Claim authorization submitted. When the authorizer provides the pre-authorization, and the SP has not completed the work. Only for jobs over $300.

CSA Script:
“<Customer Name>, I see that we have received the Service Report from the Service Professional and the Service Job was approved for <Repair/Replacement>. The Service Professional should be contacting you to schedule an appointment to complete the <Repair/Replacement>. Do you have any questions in reference to this?” 

Authorizer:
Used when the Service Job is pre-authorized and Cinch parts are not being supplied.

Parts-Parts Requested

SP submits the Service Report and requests the parts from Cinch.

CSA:
Review Part Line Status.

Parts-Parts Received

Distributor confirms the requested part has been received by the SP. Manually updated by the SP once they receive the parts.

CSA Script:
“<Customer Name>, I see that your parts have been received by the Service Professional. I will call them to confirm that they have received the parts.” 

If SP has the part, perform a 3-way conference with the SP and customer to schedule a date for installation.

Parts-Parts Ordered

Indicates parts have been ordered.

CSA:
Review Part Line Status

Parts-Parts Shipped

Indicates confirmation that parts have been shipped.

CSA:
Review Part Line Status

Pending Replacement Decision

Customer receives an email with options. Waiting on customer decision. Only for appliances when the customer has a credit available.

CSA Script:
“<Customer Name>, I see that your Service Request has been approved.” 

Advise of options based on the Claim Decision note. 

Authorizer:
Used when a replacement is approved that requires the customer’s approval prior to the order.

Pending Service Report

SP has been to the home, and we are waiting on the Service Report.

Used when a customer states the SP has been to the home and we do not have a service report or when we are waiting on additional report information from the SP. 

CSA Script:
“<Customer Name>, I apologize for the delay in your service. I will be contacting the Service Provider to get them to our Authorizations Department to give us the service report. Once we receive this report you will be contacted with an update.”

Reschedule Needed

New appointment needs to be set up.

CSA:
Used when the customer calls in and advises that the SP missed or did not show up for their appointment time and you have attempted a 3-way call with the SP to reschedule with no answer.

 Also used when the SP calls in and advises they went to the customer’s home, but no one was there, and you have attempted a 3-way call with the customer to reschedule and it goes to voicemail. Do not use this sub-status until after the attempt to reach either party has been made. 

CSA Script:
“<Customer Name>, I see you needed to reschedule your appointment, were you able to do this?” 

Authorizer:
Used when the SP calls in prior to the diagnostic appointment and advises that the diagnostic appointment needs to be rescheduled.

In Home – Assigned to Technician

Sears Status

Sears
Technician has been assigned to the job.

Technician En Route

Sears Status

Sears
Technician is enroute to the customer’s home.

Service Report Submitted

When the Service Report has been submitted.

 

Agents should not be updating this for National Accounts (Sears, GE, Goodman, etc.)

Sears
Technician has submitted notes outlining the Diagnosis/Service Report. Information will be displayed in the Service Explanation field. 

CinchPro:
Technician has submitted the Service Report via CinchPro.

Authorizations:
When the Service Provider calls into Autho with a Service Report.

Return Visit Scheduled

Sears Status

Sears
A return visit has been scheduled and the Scheduled Service Date will reflect the new appointment.

Part Line Statuses

Click here to review the Part Line Statuses knowledge article. 

Service Job Step, Sub-Status, and Part Line Status Reference


Service Job Step

Sub-Status

Part Line Status

Service Job appointment confirmed.

Confirmed Appointment

N/A

Technician on the way to customer’s home.

In Transit to Customer

N/A

Technician has arrived at the customer’s home.

Technician Arrival

N/A

Technician has left the customer’s home.

Technician Departure

N/A

Part research created

Parts-Waiting for Parts

Order Requested

Working research

Parts-Waiting for Parts

Removed, Order Error, Not Found, Incomplete, Cancelled

Pending Service Professional confirmation of parts and/or equipment.

In Process

In Process

Pending customer accepting repair/replacement.

Pending Replacement Decision

Approved

Claim Credit Accepted

Claim Credit Accepted

Approved

Repair/Replacement Accepted

Customer Accepted Repair/Replacement

Ordered

Job Complete

Job Complete

N/A

Claim Statuses

Claim Statuses are system generated as appropriate during the claim authorization process and can be reviewed in the Claim Status field on the Warranty Administration screen. Note entry is not required.


Status

Description

Saved

Claim information entered and saved but not yet submitted for payment.

Rejected

Claim request for approval was rejected by the system.

Duplicate

A claim already exists.

Incomplete

The claim was imported (Sears) but there is an error that needs to be corrected so it can be resubmitted.

Corrected

An incomplete claim has been resolved.

Under Review

Claim forwarded to Cinch for review to determine approval (course of action and approval amounts).

Approved

Claim request approved by the system or manually by Cinch.

Transferred

Once the claim is approved, the job status is Completed, and there are no open Claim Escalations the claim will transfer to Oracle for payment the same day it was approved. The status will change to Paid when the check is processed, and the information is pushed back to ServiceBench.

Paid

Check information has been processed.

Historical

All legacy claims from closed TIMX claim jobs.






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