Sears Paid Call Cancellation Process

Sears Paid Call Cancellation Process

As a benefit f enrolling into one of the Sears Home Warranty plans during a non-warranty Service Request call to Sears, Sears will waive their initial repair costs incurred during their service call up to $500 retail value. The customer will only be responsible to pay the Sears Technician a Service Call Fee of $99.
  1. If customer elects to cancel their Sears Home Warranty plan at any time during the first 12-month warranty term, they will be liable for the full retail price of their waived service repair visit amount. 
    1. The Membership Service team will attempt to retain the customer. If unsuccessful after at least 2 attempts:
      1. use the Retention Bot and.or the Refund Calculator to determine the waived paid call amount
      2. collect the waived service repair
      3. cancel the warranty
        4. The Retention Bot and/or Refund Calculator will also display a separate amount to be collected if claims were paid out by Cinch.
  2. If customer has a plan change during their initial 12-month warranty term, Sears does not need to be notified of the change and there is no obligation to repay any paid call amount.
    1. Examples:
      1. Customer upgraded to a Whole Home or System Plan
      2. Customer moves to a new address and re-enrolls
  3. If customer sells their home and re-enrolls a new property, the Sears Early Cancellation fee is transferred from the original property to the new property by copying the application number to the new enrollment.
    1. If there are NO claims on the initial property
    2. AND it is the initial (first year) of the contract
  4. If customer selles their home but does not re-enroll at their new property, then the waived paid call amount is due.

Identifying a Paid Call Plan ID and Cell Code

The Plan names and Cell Code descriptions are set up to easily identify Paid Call versus Non-Paid Call enrollments. This is critical when handling customer inquiries, explaining benefits of the warranty, and when processing a cancellation.


If the below Cell Codes do not appear, then the customer did not receive a discounted repair as part of their enrollment and there is no need to identify a Paid Call Fee.

Identifying Collection Amount

There are 4 ways to identify the correct amount to collect during a Sears Paid Call cancellation and when a Refund is due.
  1. Use the Retention Bot on your desktop to verify the Paid Call Fee.
    1. The Cancel Fee Owed field is the lessor of the unpaid premium's vs the paid claim
    2. The Fee's Owed field is the Paid Call Fee amount
  2. If the Retention Bot is not available, access the Refund Calculator to establish the Paid Call Fee.
  3. If no amount shows in the Retention Bot or Refund Calculator, open a Chat session with Sears to capture the paid call amount and follow the Sears Chat Procedure.
  4. If a Sears Agent does not respond within 3 minutes, contact Sears (Paid Call) by phone at (888)826-6975.
    1. The Cinch Agent will proceed with the cancellation once Paid Call is collected
There could be circumstances where it is necessary to process 3 different transactions:
  1. No claims paid by Cinch
  2. Paid Call Fee for Early Cancellation
  3. Collecting the lesser of the two (Cinch Claims Paid vs Unpaid Premium)
  4. Refund Request
  5. Customer moves
Gap Payments are generally not collected because Sears customers pay in advance unless there is an issue with the customer's credit card and payment was not received.

No Claims Paid by Cinch


Paid Call Fee and Lesser of the Two Amounts both present


Sears Paid Call Cancellation FAQ's

  1. What if the Customer refuses to pay the repair fee?

    "As a benefit of your warranty, the initial service call fee (or 50% of the fee, whichever is applicable) was waived, resulting in a savings in the retail cost of the repair for you prior to your warranty going into effect. This saved you <paid call amount> on that repair. By canceling the contract prior to the 12-month commitment, you would be responsible for that amount to Sears today, or we can set your account to non-renewal and your coverage will automatically end on <expiration date>."

  2. If the customer insists on cancelling warranty?

    "Again, sorry to lose you, I will process your cancellation request effective immediately and process a payment for <paid call amount>. Would you like to use the payment method on file?"
    3. If the call escalates (i.e., request to speak to a supervisor, threatens to go to BBB and/or social media platforms), follow the Telesales and Retention Call Escalation procedure.
  3. What should I do if the call is terminated prior to obtaining the customer's decision?

    Attempt to call the customer back, if you are unable to reach the customer, set the account to non-renew.

  4. How do I explain the required fee to the customer?

    1. Repair Fee Amount:
      "Sears is sorry to lose you as a valuable customer and I can assist you with your cancellation request. Before I process the cancellation, i would like to remind you of the repair fee we gave you for enrolling in our Sears Home Warranty. The total repair fee amount is <refer to the Refund Calculator Paid Call Fee field>; which will be charged to you for canceling the plan within the first 12 months of enrollment.
      To prevent this charge, I recommend you continue the warranty, which for a low monthly cost of <monthly premium amount> cover you for....."
    2. Paid Call Amount:
      "As a benefit of your warranty, there was a discount to your initial service call fee resulting in a savings in the retail cost of the repair for you prior to your warranty going into effect. This saved you <paid call amount> on that repair. By canceling the contract prior to the 12-month commitment, you would be responsible for that amount to Sears."


    Helpful Links

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

      • Related Articles

      • Sears Branded Script

        All Sears calls should be branded at the opening and closing of the call as: Sears Home Warranty Support Center. Sears Home Warranty Support Center: Cinch associates Sears Solution Team: Sears associates Opening and Closing When the call comes in, ...

      • Sears on Sears Service Request

        When a Sears customer requests service for an appliance, Sears will be the only Service Provider presented for dispatch in the zip codes they service.  Process Zoho When creating a Service Request for a Sears Home Warranty customer, Zoho will ...

      • Sears Shop Your Way (SSYW)-Retention

        Sears Shop Your Way (SSYW) is a Sears Credit Card that has a rewards program attached to the card. Shop Your Way members can now earn points on qualifying purchases that can be redeemed as payment on their Cinch Home Warranty. Benefits of the Sears ...

      • Sears Service Pro User Guide

        Use the Sears Service Pro app to: Provide customers with current Service Request status Review Service Technicians comments Review Part Status to move the job forward, if needed Update customer on ETA for Part Status, if applicable, using the UPS ...

      • Sears Shop Your Way (SSYW)-CS

        Sears Shop Your Way (SSYW) is a Sears Credit Card that has a rewards program attached to the card. Shop Your Way members can now earn points on qualifying purchases that can be redeemed as a payment on their Cinch Home Warranty. Benefits of the Sears ...