Surcharge Collection
When collecting the Deductible/Service Call Fee, there will be an additional $10 Service Fee Surcharge added to each Service Request.
Sears and Goodman warranties are excluded from the additional Surcharge Fee.
- On the Deductible pop-up, click Disclaimer to trigger the Surcharge pop-up and read the explanation script to the customer.
- Once the Surcharge Script has been read, click Close and click the I have read the disclaimer box.
- If working out of ServiceBench, agent will need to access the Disclaimer Script.
- Select Pay with Card, then click Submit.
- On the Payment Details screen, the Total will include both the Deductible/Service Call Fee and the Surcharge.
- Move forward with normal payment collection process and create the Service Request.
- Enter Comment reflecting the non-refundable deductible and surcharge were collected.
Rebuttals
If the customer pushes back or requests additional information for the surcharge:
- Advise of the Rebuttal Script and Talking Points.
- Direct them to the General Exclusions and Limitations section of their warranty and advise of the Warranty Verbiage.
Waive Surcharge
If the customer still refuses after 2 rebuttals or is threatening Legal/BBB/Social Media, reach out to a supervisor to obtain approval to Waive the surcharge.
- If approval is given, advise customer of Waive Surcharge Script.
- Select Pay with Card.
- Click the Waive Surcharge box.
- Move forward with normal payment collection process and create the Service Request.
- Enter Comment advising the reason for waiving the surcharge as well as who gave approval.
A reminder to document the reason for waiving will display.
Helpful Links
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