Sears Authorization Process

Sears Authorization Process

This process is used when a Sears Technician calls in for approval when the job cost is greater than the allowed amount for Sears, to recommend a replacement, to advise parts are NLA through their supplier, or if the customer wants a claim credit instead of the repair.
DO NOT create a claim for a Sears Service Job. This will interfere with the Sears Batch Process.

Pre-Approval

This procedure is required if the Sears Technician calls in for approval because the job cost is greater than allowed.
  1. Enter the Diagnosis and Part Information in the Service Job Comments.
  2. Verify coverage and review history.
  3. Once coverage is confirmed and the repair is determined to be the best course of action, advise the technician to proceed with the repair.
  4. Provide the technician with an Authorization Number.
    1. The Authorization Number is your extension and the date, up to 8 digits.
      Example: Extension-44497, Date-02/12/22 = 44497212
  5. Notate the interaction in the Service Job Comments including the technician’s name and Sears Tech ID.

Recommended Replacement

This procedure is required if the Sears Technician recommends replacement, an Authorizer determines replacement to be more cost effective, or parts are NLA.
  1. Enter the following note verbatim as a Private Comment:
    STATUS UPDATE: New Service Job created to execute research. Please view the Service Job assigned to Sears Parts Procurement on this Service Order for details.
  2. Open the Service Order.
  3. Click Add Service Job.
  4. The Create Service Job screen will display.
    1. Under General Information:
      1. Update Event Type to Reassignment (Deductible Paid).
      2. Enter the Problem Description. 
      3. Update the Problem Code.
  5. Click Manually Assign and assign to Sears Parts Procurement (996257560).
  6. Click Submit.
  7. The Edit/View Service Job screen will display.
    1. Under Service Instructions:
      1. Update the Scheduled Service Date to the current date.
    2. Under Service Information:
      1. Update the Sub-Status to Parts-Parts Requested.
      2. Enter the Age/Condition in the Service Explanation.
    3. Under Comments:
      1. Notate the parts failed/needed, the interaction with the Sears Technician including their recommendation and the reason for the order request.
        Example: STATUS UPDATE: Tech ID-111317…..Evaporator fan motor shorted, evaporator fan blade warped….service job pending research…..technician advised to decline estimate
  8. Proceed with updating the Service Job depending on the scenarios below:

Unit Not Repairable/Repair Not Cost Effective

Follow the Recommended Replacement process up to the Service Information section. If the unit is not repairable or not cost effective to repair, continue updating the Service Job following the procedure below:
  1. On the Edit/View Service Job screen:
    1. Under Parts:
      1. Enter Replacement in Part Ordered.
      2. Enter the item in Description.
      3. Update Status to Order Requested.
      4. Update the Service Failure Code and Part Diagnostic Code.
      5. Use the Attributes Reference Guide to collect attributes then paste in the Comment field.
      6. Update Part Item Code to the replacement item.
    2. Under Comments:
      1. Notate the parts needed to complete the repair as a separate note:
        Example: REPAIR PARTS: Evaporator Fan Motor WRX60X23584 $32.99, Evaporator Fan Blade WR60X23584 $19.87.
  2. Click Save.

Parts NLA

Follow the Recommended Replacement process up to the Service Information section. If the Sears Technician is advising that the parts are no longer available (NLA) through their suppliers, continue updating the Service Job following the procedure below:
  1. On the Edit/View Service Job screen:
    1. Under Parts:
      1. Enter ONLY the NLA part needed for the repair.
      2. Enter the Part Number in Part Ordered, if a part number is not available, enter NLA.
      3. Enter the Part Name in Description.
      4. Update Status to Order Requested.
      5. Update the Service Failure Code and Part Diagnostic Code.
      6. Use the Attributes Reference Guide to collect attributes then paste in the Comment field.
      7. Update the Part Item Code to the needed part.
    2. Under Comments:
      1. Notate the parts needed to complete the repair as a separate note.
        Example: REPAIR PARTS: Evaporator Fan Motor WRX60X23584 $32.99, Evaporator Fan Blade WR60X10204 NLA.
    3. Attempt to self-serve using the Shopping Cart if you have the Part Number.
      1. When we are providing parts for Sears, please ensure that we have updated the shipping address to the customer.
    4. If unable to locate part using the Shopping Cart, continue sending to research.
  2. Click Save.

Scheduling Repair Return Visit

This procedure is used when an agent is able to source parts for Sears to complete the repair.
  1. Complete the part order.
  2. Update all fields in the Service Job.
  3. Create the claim and approve for the parts/replacement only.
    1. The deductible will not apply
  4. Update Sub-Status to Job Complete.
  5. Click Complete on the Service Job (Sears Parts Procurement).
  6. Open the Service Order.
  7. Click Add Service Job.
  8. Update Event Type to Recall.
  9. Select the Problem Code.
  10. Enter Repair Request in the Problem Description. 
  11. Select Find Service and assign to the correct Sears.
  12. Select an appointment date 15 days out or greater.
  13. Select Submit.
  14. Notate the Service Job advising of action taken.
  15. If additional parts were needed other than the NLA parts, advise technician to move forward with ordering parts.
  16. Once the customer receives the parts they will call Sears to reschedule the repair appointment.
If the initial Service Job is processed under -1, the Research and Shopping Cart ordering capability would be under -2, and the return visit would be scheduled under -3.

Repair Claim Credit

This procedure is used when a Sears Technician call in for approval and advises that the customer is interested in a Claim Credit.
  1. Capture part information and pricing in the Service Job Comments.
  2. Review with an Authorization Specialist or Supervisor to calculate the full credit amount and notate the amount.
  3. If the customer accepts the claim credit amount:
    1. Create the SS-Claim Credit Review Exception with the calculated claim credit amount.
    2. Update the Claim Estimate Required field to Yes.
    3. Advise the Sears Technician to decline the estimate on his system.
  4. If the customer does not accept the claim credit amount:
    1. Notate their decision.
    2. Advise the Sears Technician to proceed with ordering parts.


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