Customer Request Cash In Lieu

• A “CIL Offered” note is automatically generated when an Options Specialist has offered the CIL amount to the customer. It will show the grand total minus LTD (Labor to Date) and Service Fee (if not paid) along with any concession and/or restocking fees. The note also shows the member will call back with a decision. At this point, the member has not accepted or declined the CIL.

CIL E-mail Sent Documentation

Cash-in-Lieu On An Appliance

If the Member

wants a CIL on an appliance but no Appliance Option Request has been entered, then notify the contractor to call Authorizations so labor to date and completion status can be verified and an option entered if applicable.

Follow standard operating procedures.

If the member wants a CIL on an appliance and an Appliance Option Request is entered, then transfer the member to the Appliance Division to discuss options at 800.326.6710 (option 2)

Service Fee Dispute

If the member is disputing the service fee deducted from CIL, then follow your department’s escalation procedures.

If the member wants a CIL on an appliance and an Appliance Option Request is entered, then transfer the member to the Appliance Division to discuss options at 800.326.6710 (option 2)

Service Fee Dispute

If the member is disputing the service fee deducted from CIL, then follow your department’s escalation procedures.

Member Returning Cash-In-Lieu Related Call

If the member is calling back on a CIL request, has not been contacted but is within 3 business days, then inform the member that:

All requests are followed up in the order received and

The Options Specialist will call them back once they have all the information needed

If the member is calling back on a CIL request, has not been contacted and is past 3 business days, then verify a CIL Request SmartForm was submitted (CIL Email Sent note should be documented).

If not, then submit the CIL SmartForm.

If the SmartForm has been submitted, then notify your supervisor to follow up.