Support Services Exceptions
Create the SS-Unauthorized Claim Review Exception
The SS-Unauthorized Claim Review Exception is created to track assignment and progress of Unauthorized Service Job review. Creating this exception notifies Support Services that an Unauthorized Service Job needs to be reviewed and if approved, will ...
Create the SS-Owner Co Claim Review Exception
The SS-Owner Co Claim Review Exception is created to track assignment and progress of a No Provider Found (NPF) Service Job so that the job and claim can be reviewed. Creating this exception notifies Support Services to review and if approved, set up ...
Create the SS-Credit/Debit Memo Request Exception
The SS-Credit/Debit Memo Request Exception is created when Cinch has over paid or under paid one of our Service Professionals. Creating this exception notifies Support Services to initiate either a Debit Memo (request money BACK from Service ...
Create the SS-Claim Credit Review Exception
The SS-Claim Credit Review Exception is created when a claim credit is accepted by the customer. Creating this exception notifies Support Services that the claim is ready to be reviewed and approved to properly pay the customer. Create the exception ...
Create the TSS-Order Equipment Exception
The TSS-Order Equipment Exception is created when either the customer calls Customer Service to accept the replacement offered OR when the Service Professional calls Authorizations to verify that the equipment researched will work. Creating this ...
Create the PR-Warranty Credit Exception
The PR-Warranty Credit Exception is created when the Service Professional advises that a part/equipment is under Manufacturer Warranty. Creating this exception notifies Parts Sourcing that a warranty return is needed for a credit to be issued to ...
Create the PR-Tracking Exception
The PR-Tracking Exception is created when a Customer or Service Professional indicates part(s)/equipment have not been received and the ETA has passed. Creating this exception notifies the Parts Sourcing Department that an order needs to be tracked. ...
Create the PR-Return Exception
The PR-Return Exception is created when: The Customer advises that the replacement appliance arrived damaged or the wrong item was delivered and the delivery company did not bring it back with them The Service Professional advises that there was an ...
Create the PR-Core Return Exception
The PR-Core Return Exception is created when the Service Professional advises the part that was ordered has a Core Charge. Creating this exception notifies Parts Sourcing to reach out to the Service Professional so they can return the old core and ...
Service Job Exception Creation
Service Job Exceptions are created by a Cinch Agent when additional work is needed from another team or department. Each exception requires specific information to be entered upon creation. Be sure to review the Knowledge Article for the exception ...
Create the PR-Order Cancellation Exception
The PR-Order Cancellation Exception is created when the order is no longer needed because a different resolution was provided (SP was able to get parts, customer cancelled repair, etc.), and ONLY when the agent does not have access to cancel the ...
Create the Research Escalation Exception
The Research Escalation Exception is created when there is an escalated research request. Creating this exception notifies Parts Sourcing to review the request at a higher priority. This exception is ONLY to be created by Escalations, Authorization ...
Create the SPF-General Conduct Exception
The SPF-General Conduct Exception is created when the Cinch Agent or Customer has feedback for one of our Service Professionals whether it be a compliment or a complaint. Create the exception in Open status. Enter the appropriate Comment Phrase ...