Stop Payment requests are only processed after 14 business days have passed since the original check was issued.
When submitting a request for a Stop Payment, make sure that a claim has been initiated and is in a Paid status, the address where the check was mailed has been verified, and the claim is set up to pay the correct payee.
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We MUST verify the check has not been cashed in TIMX Claims prior to entering a Stop Payment request.
BPO Leadership will confirm a stop payment is needed, advise the agent to set expectations with the customer and Leadership will enter the Stop Payment Request.
Stop Payment Review Process
- Verify the mailing address where the original check was sent and the name of the payee.
- If necessary, offer to send the new check to a different mailing address, and clearly note the new information on the form as well as in the Service Job Comments.
- Open the Service Job and click the Claim hyperlink to verify the claim information.
- If there is no claim hyperlink, a claim has not yet been created for the Service Job, so a reimbursement has not been processed and approved.
- Claim details can be reviewed in the following sections:
- Claim: displays the approved amount and claim status (status must be Paid).
- Claim Payment: displays the customer date paid, customer payment type (check), customer payment number (check number) and customer total amount paid (amount of the check).
- Claim Adjudication: displays the customer total.
- Advise the customer that if they receive the original check, they should not cash or deposit it.
- Their bank will charge them a fee for attempting to deposit/cash a stopped check and we will not reimburse the customer for this fee.
- Provide the customer with the Customer Payment Number on the claim which is the original check number.
- BPO Agents: Send Claim and Customer information to leadership to confirm a Stop Payment will be entered, set the proper expectations with the customer advising if a new check will be issued. Leadership will then enter the Stop Payment request if needed.
Stop Payment Request Entry - BPO Leadership and Captive
- BPO Leadership ONLY: On the Cinch Operations Learning Portal, click on the Stop Payment Request Form tile.
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- Click +New to open the form to the right of the page.
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- Captive: On the Cinch Home Services Portal (Interchange) hover over the Departments tab and select Call Center Operations.
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- Click Stop Payment Request Form.
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- Click +New.
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- Complete the form in its entirety to prevent processing delays, then click Save.
- The request form will automatically be sent to Accounts Payable (accountspayable@cinchhs.com) for review and processing.