New Product Reimbursement

Topics:

• When to consider a new product reimbursement (NPR)
• Process a new product reimbursement for a customer
• Customer needs to purchase new unit and feels Sub-Zero/Wolf/Cove should help pay for it
• When to offer a new product reimbursement instead of product replacement (RMT)
• If a customer lives in Canada, is the refund in Canadian currency?

Answer:

The Loyalty Program is an option when products are completely out of warranty.

• All Loyalty inquiries are handled by the BDC. 
• Follow instructions in linked solution.

For those requesting further consideration, refer to a Customer Advocate.

• The product replacement tool will offer new product reimbursement offers when product is not completely out of warranty.
• See also:
  • Product Replacement or RMT Process
  • Product Replacement Tool

Use the Wolf Distributor Price List and Sub-Zero Distributor Price List as needed.

Process a New Product Reimbursement:

A Customer Reimbursement Case can be a parent or child case. 

1. Create a D365 case on the unit being replaced, not the new unit.
   • See Processing a Customer Reimbursement if needed.
   • Case Title: CR-New Product
   • Case Status Reason: In process
   • In the Description field, briefly note the product issue that prompted the offer.
   • Refer to the original case.
2. Attach the bill of sale for the new product to the Customer Reimbursement Case and title it, "New Product Reimbursement Bill of Sale."
3. For new product reimbursements offered through the Product Replacement tool:
   • Offer instructs customers to submit receipts for the new product to our Service Administrative Team (via fax, email, or mail).
   • There is no timeline on the validity of the offer.
   • Service Administrative should:
     • Email the case manager from the Product Replacement Request Case Timeline.
       • +Email
       • Click Insert Template
       • Select CS Case Collaboration
       • Attach the receipt
       • Indicate the new product receipt is attached for review
         
   • Case Manager should:
     • Create Customer Reimbursement (CR) case and assign to Field Partner Support for processing.
     • Create and email CR Letter confirmation to customer.
     • Resolve the In Progress Product Replacement Request case after creating the Customer Reimbursement case.
4. No letter is sent with the check when it processes. Be sure the reimbursement letter is attached so the customer knows the check is coming.

Delivery Address Note

• Make sure only one first name and last name is listed on the Contact.
  • On the Account Summary page, a Primary Contact must be selected.  
• The check will be mailed to the primary address and primary contact associated with the customer’s account. 
  • To mail a check to an address other than the primary, refer to Processing a Customer Reimbursement

Customers in Canada

If you offer a new product or partial reimbursement to a customer in Canada:

• Reimbursements for new product offer or labor and parts are in Canadian dollars.
• Customer’s invoice from Dealer or Service Company will be in Canadian dollars.
• Customer is paid through ServiceBench. The check is sent to the customer from a Canadian bank in Canadian dollars.