Stop Payment

Stop Payment

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.

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

  1. Verify the mailing address where the original check was sent and the name of the payee.
    1. 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.

  2. Open the Service Job and click the Claim hyperlink to verify the claim information.
    1. 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.
    2. Claim details can be reviewed in the following sections:
      1. Claim: displays the approved amount and claim status (status must be Paid).
      2. 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).
      3. Claim Adjudication: displays the customer total.

  3. Advise the customer that if they receive the original check, they should not cash or deposit it.
    1. 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.
    2. Provide the customer with the Customer Payment Number on the claim which is the original check number. 

  4. 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

  1. BPO Leadership ONLY: On the Cinch Operations Learning Portal, click on the Stop Payment Request Form tile.


  2. Click +New to open the form to the right of the page.

    1. Captive: On the Cinch Home Services Portal (Interchange) hover over the Departments tab and select Call Center Operations.


    2. Click Stop Payment Request Form.

    3. Click +New.


  3. Complete the form in its entirety to prevent processing delays, then click Save.
  4. The request form will automatically be sent to Accounts Payable (accountspayable@cinchhs.com) for review and processing.

Leadership - TIMX Claims AP Inquiry

Prior to giving the agent approval to enter a Stop Payment request you must verify the Payment status and details in TIMX Claims.
Note: If 14 calendar days have past since the Claim was Paid, and the payment status is Negotiable then we are approved to enter a Stop Payment Request.
If a payment is showing as Reconciled but the customer advises they have not received payment, this is a Tier 3 escalation. Reach out in the BPO Tier 1 Support Chat for handling if needed. 

  1. To access TIMX Claims from the BPO Operations Portal, Click the TIMX Claims Tile:



    1. Internal Cinch representatives may also use the TIMX CLAIMS desktop icon:



  2. Enter your Cato VPN Credentials to log in, and select the CHS AP Inquiry Only responsibility.



  3. Under Functions, select Invoices, Inquiry, and double click Invoices to open the Find Invoices page.



  4. Paste the Claim Number in the Number field and click Find.



  5. Select the Customer Payment Record as there may be multiple payments listed, Click the #4 View Payments tab, select the correct payment and click Payment Overview.



  6. Review the Status for Reconciled: Deposited or Cashed, OR Negotiable: NOT Deposited/NOT Cashed. Review the Payee and Bank section to verify the Customer Info, Mailing Address for paper checks, Payment Method.



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