Chase Payments: Claim Credit

Chase Payments: Claim Credit

Cinch has partnered with Chase Bank to give customers the option of using Chase Payments when accepting a Claim Credit to expedite receiving the payment.

Scripting

When a customer advises of their decision to accept the Claim Credit while on the line, the below scripting must be used to advise of the Chase Payment option:


IF customer chooses to accept a check,
THEN follow normal claim credit process.

IF customer chooses to accept Chase Payments,
THEN follow the Chase Payment process (dependent on which system agent is using).

Zoho

  1. In ServiceBench, create the SS-Claim Credit Review exception.
  2. Copy the Service Job number.
  3. Swivel to Zoho and search for the case using the Service Job number.
  4. In the Service Request, the Select Payment Option button will now be available
    1. This button will only populate if the SS-Claim Credit Review exception has been created in ServiceBench.
  5. Click the Select Payment Option button.

  6. In the Reimbursement pop-up, select Chase Payments
    1. Customers Mobile Phone and Email Address will populate

  7. Use below scripting to confirm customers Mobile Phone and Email Address, then make selection for how customer would like to receive payment communications.

    8. If customer would like to update their email or phone number, make necessary changes in TIMX SCM, then refresh Zoho to see updated contact information.
  8. Select the Terms and Conditions link to open.
  9. Read Terms and Conditions to customer.

  10. When customer agrees, click the Check Box, then Save.
  11. Enter Comment and Save.
If customer calls to check the status of their Claim Credit, reach out to a Supervisor to review the payment status.

ServiceBench

  1. Direct customer to their MyAccount Portal to review the Service Request and select payment option using the warranty specific URL below:
    1. Sears Home Warranty: https://my.searshomewarranty.com
    2. All Other Warranty Types: http://my.cinchhomeservices.com
  2. If customer has not yet registered for MyAccount, they will need to follow the online prompts to create their account.
  3. If customer requests assistance navigating their portal, click the Article Link below to help walk them through the process:
    1. MyAccount: Claim Credit-Chase Payments
DO NOT create a SS-Claim Credit Review exception.

    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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