Contract Reinstatement Within 90 Days

Contract Reinstatement Within 90 Days

Find and Verify Customers/Contracts/Coverage

There is a separate article for finding and verifying customers and contracts: Finding and Verifying Customers/Contracts/Coverage.

Open Contract in TIMX SCM

  1. Open TIMX SCM, click Enrollment > HS Search Panel.
  2. Search for the contract using either the Contract ID number, the Customer's First and Last Name or the Property Address.
  3. Enter the search criteria, click Search in the menu. This populates the results table.
  4. Double-click anywhere in the row of the contract you want to display to open the contract in the Enrollment Form screen.
  1. If you search by Contract ID number remember to leave off the Contract Version number (the .x at the end of the Contract number.
  2. You can also click the Search icon in the toolbar or select the All radio button next to the Hs Status line below the search criteria fields. Any of these will also populate the results table.

Determining if a Payment is Required for Contract Reinstatement in TIMX SCM

  1. Click Menu Options > Billing to launch the Billing pop-up. (Check SCM for specifics)
  2. Calculate if payment is necessary for reinstatement.
  3. Verify the card on file with the customer.
  4. Review the full history of payments across the life of the contract.
  5. Calculate whether a one-time payment or a gap payment must be collected prior to renewing contract. If so follow Process a One-Time Payment or Process a Gap Payment.
  6. Close out of all the screens and pop-ups and return to the Enrollment Form screen. 

Reinstating a Contract in TIMX SCM

  1. Select Menu Options > Reinstate Contract to launch the Reinstatements pop-up.
  2. Verify the reason for the cancellation. If longer than 90 days since contract was cancelled or if cancelled for any reason other than billing, transfer customer to Retention Department.
  3. Click in the Reinstatement Date field to launch a pop-up asking if you want to Reinstate Cancellation. Click Yes to populate the field with the current date.
  4. Click Save and OK to save the reinstatement and return to the Enrollment Form screen.

Enter Comments in the Communication History Log in TIMX SCM

  1. Click the Menu Options > Comm Hist Log to launch the Communication History Log screen.
  2. Click the Add icon in the toolbar to add a new row to each column in the log.
  3. Click in the new row of each drop-down field and select the following:
    1. Communication Source - Customer
    2. Communication Object - Customer
    3. Correspondence Type - Leave blank
    4. Communication Type - Retention Customer Service
    5. Communication Method - Phone
  4. Selecting "Retention Customer Service" as the Communication Type displays options below the Comments field. 
    1. Select Phone as Communication Method first.
    2. Click the Disposition Code down arrow and select Billing/Account Update. 
    3. Leave the In/Out Bound Flag and Renewed Flag check boxes as-is.
  5.  Enter the following in the Comments field:
    1. Caller: Customer's full first and last name
    2. Reason for call: Contract reinstatement
    3. Reason Details: Received balance due
    4. Action Taken: Processed payment if applicable, reinstated contract, informed customer of next bill date and amount due
    5. Sales details: N/A
    6. PYMT details: Include the amount of the payment, if it was a full or partial payment, and the authorization number
    7. Sales Scripting completed: N/A
    8. ROD: Yes, if there is a new payment method being saved; Down, if the system is not working; N/A if no new payment method is being saved
    9. CC/ACH scripting completed: Read through script if a new payment method is being saved, otherwise N/A
  6. Click the Save icon in the toolbar. Click Yes to confirm changes and Exit in the pop-ups to close the pop-up.

Log the Call in Zoho Desk

There is a separate article for associating and logging a call: Logging a Call in Zoho Desk.

Overview

Customers may contact Cinch to have their cancelled contracts reinstated (note that only the contract holder can request to have a contract reinstated). Customer Service can only reinstate contracts if they are within 90 days of cancellation and if they had been cancelled for billing reasons. Contracts cancelled for reasons other than billing or cancelled beyond 90 days must be transferred to the Retention Department. Prior to reinstating a contract you must also determine if a gap payment is due; if so collect a one-time payment prior to processing the renewal.

This process starts in Zoho Desk, transfers to TIMX SCM, then is completed in Zoho Desk.
Payment received from a Title company could be delayed up to 90 days from the Effective Date; take this into account when calculating if there is a gap payment due.

    Helpful Links

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

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