Modifying a Special Authorization

Topics:

• If a company already has a special authorization and changes are needed, what is the process?
• How to modify a special authorization.

Answer:

• Special Authorization cases created before February 18, 2026, cannot be modified. 
  • Cancel the case and create a new special authorization.
• To modify a special authorization: 
  • Click Re-Open Authorization on the Special Auth tab to reactivate the case
  • Update Calculation
  • Accept Offer
  • Add Note to Case Timeline
  • Resolve Case
• A new confirmation email will be sent to the Service Company and Requestor.
  • The Case Title of the Special Authorization Case must contain the Product Issue.  

Premier Partners may create a Special Authorization in the Business Portal: Case Title: Special Auth - Web Request.

• High coverage $ requests move to a Pending state.
• An approval request is sent to the Field Operations Manager by email. 
• Open the special authorization in D365 and Approve or Reject.
• To modify an approved or rejected Special Auth - Web Request:
  • Re-Open Authorization.
  • Decline Offer (to Override Authorized Repair Amount), Approve or Reject the Special Authorization in D365:
    • Decline Offer
      • Enter amount of Override in Authorized Repair Amount
      • Approve to Accept Offer
      • Resolve Case
    • Reject
      • Resolve Case
    • Approve
      • Resolve Case 
  • There are no automated communications when modifying a Special Auth - Web Request.

If Factory Certified Service requests a change to a Special Authorization created on or after February 18, 2026, and the change request is after the claim has been paid:

1. Update the authorization, noting the change and the reason for the change. (Second person no longer needed, forgot to request double labor or mileage, etc.)
2. Transfer the Service Partner to Field Partner Support.