All Exceptions
Research Escalation: Creating Exception
The Research Escalation Exception is created when there is an escalated research request. Creating this exception notifies Parts Sourcing to review the request at a higher priority. This exception is ONLY to be created by Escalations, Authorization ...
PR-Order Cancellation: Creating Exception
The PR-Order Cancellation Exception is created when the order is no longer needed because a different resolution was provided (SP was able to get parts, customer cancelled repair, etc.), and ONLY when the agent does not have access to cancel the ...
Service Job Exceptions
Service Job Exceptions are created by a Cinch Agent when additional work is needed from another team or department. Each exception requires specific information to be entered upon creation. Be sure to review the Knowledge Article for the exception ...
PR-Core Return: Creating Exception
The PR-Core Return Exception is created when the Service Provider advises the part that was ordered has a Core Charge. Creating this exception notifies Parts Sourcing to reach out to the Service Professional so they can return the old core and set up ...
PR-Return: Creating Exception
The PR-Return Exception is created when: The Customer advises that the replacement appliance arrived damaged or the wrong item was delivered and the delivery company did not bring it back with them The Service Professional advises that there was an ...
PR-Tracking: Creating Exception
The PR-Tracking Exception is created when a Customer or Service Provider indicates part(s)/equipment have not been received and the ETA has passed. Creating this exception notifies the Parts Sourcing Department that an order needs to be tracked. DO ...
PR-Warranty Credit: Creating Exception
The PR-Warranty Credit Exception is created when the Service Provider advises that a part/equipment is under Manufacturer Warranty. Creating this exception notifies Parts Sourcing that a warranty return is needed for a credit to be issued to Cinch. ...
TSS-Order Equipment: Creating Exception
The TSS-Order Equipment Exception is created when either the customer calls Customer Service to accept the replacement offered OR when the Service Provider calls Authorizations to verify that the equipment researched will work. Creating this ...
SS-Claim Credit Review: Creating Exception
The SS-Claim Credit Review Exception is created when a claim credit is accepted by the customer. Creating this exception notifies Support Services that the claim is ready to be reviewed and approved to properly pay the customer. Create the exception ...
SS-Credit/Debit Memo Request: Creating Exception
The SS-Credit/Debit Memo Request Exception is created when Cinch has over paid or under paid one of our Service Providers. Creating this exception notifies Support Services to initiate either a Debit Memo (request money BACK from Service Provider) or ...
SS-Owner Co Claim Review: Creating Exception
The SS-Owner Co Claim Review Exception is created to track assignment and progress of a No Provider Found (NPF) Service Job so that the job and claim can be reviewed. Creating this exception notifies Support Services to review and if approved, set up ...
SS-Unauthorized Claim Review: Creating Exception
The SS-Unauthorized Claim Review Exception is created to track assignment and progress of Unauthorized Service Job review. Creating this exception notifies Support Services that an Unauthorized Service Job needs to be reviewed and if approved, will ...
TSS-Customer Options: Creating Exception
The TSS-Customer Options Exception is created when a decision is made to replace an appliance/system and options need to be given to the customer. Creating this exception notifies Parts Sourcing that a customer needs to be notified by phone of their ...
TSS-Back Order/NLA: Creating Exception
The TSS-Back Order/NLA Exception is created when a distributor indicates that parts or equipment ordered by Cinch are unavailable. Creating this exception notifies Parts Sourcing that new parts/equipment need to be researched from another distributor ...
CL-Autho Task: Creating Exception
The CL-Autho Task Exception is created when a Service Report and/or additional information is needed on a Service Job. Creating this exception notifies Support Services that the Service Provider needs to be contacted to obtain this information. ...
Call Back: Creating Exception
The Call Back Exception is created when a Customer Service agent has an escalated call and a Supervisor/Case Management is not available OR the customer cannot wait and requests a call back. The agent should first approach a Supervisor to assist or ...
Auth-Job Follow Up: Creating Exception
The Auth-Job Follow Up Exception is created for: Partial and full denials Standard Severity jobs that are not addressed Non-Medical Emergency jobs if they are not addressed; only to be created between the hours of 8PM and 8AM The authorizer must call ...