Refusals

The Followup tab will now contain a sub-tab for "Refusals", since they are a type of followup that can be Due Now, Past Due or Upcoming.  The Refusals tab will update and be visible also on the customer Profile showing a "Refusals" indicator in the bottom left.

Filter Options

• 1. Reason

  2. Service

  3. Origin

Viewing Options

• 1. Due Today

  2. Past Due

  3. Upcoming

How to complete Refused Work

• 1. Double click on any Declined/Deferred customer displayed on the screen to be directed to their Customer Profile.

  2. A "Refusals" indicator will be present in the bottom left, along with deferred icons being displayed next to any deferred service in the recommended list, Service History and Appt History for referencing.  

  3. Click the "Refusals" indicator to view all services that were deferred, now having the option to Book Appt or Delete. 

  4. The recommended popup will also display in the "Service Status" section the username, date and comments of when the service was deferred, or declined.

  5. All completed refusals whether they are deleted or booked will show a strikethrough and remain in this tab for the current day.  This will allow multiple Appointment Coordinators to work from the same screen knowing which refusals were taken care of already.

Booking MPI Refusals

Any MPI refusals can be booked in the same way as Refused Work.  In the Book Appt form you must edit the opcode to add an opcode for the MPI refusal.  Once a valid opcode is added and the Appt is booked the MPI refusal will no longer show as due.

Refusals Indicator

• • This screen shows you what services have been deferred, deferred for and due date, deferred by and date.

  • You can defer the service out further if needed, by clicking the edit pencil next to any deferred service.

  • Check the box on the far right to Book Appt or Delete. 

  • The Book Appt form will appear with the appropriate opcodes pre-populated on the appt.

  • If you delete a deferred service, it will now be considered declined and you will have to provide a reason and comments for doing so.

  • Service History will be updated accordingly, along with the Service Status section of the corresponding recommended service.

  • All completed refusals, whether they were booked or deleted will be considered completed and show a strikethrough in the Refusals tab for the remainder of the day.  This will allow multiple Appointment Coordinators to work from the Refusals screen and know which customers have been taken care of.

Note:

• • All Declined and Deferred services will be displayed in Appt Hist, Service Hist and in the corresponding recommended maintenance pop up under the Service Status section, clearly identifying the username who deferred, reason, comments and date.

  • If an Advisor or Technician upsells any lines that were declined/deferred by an Appointment Coordinator the lines will no longer show as Declined/Deferred, and will not be included in the Deferred Services tab for a followup.

  • Any lines that were "Accepted" on an appointment that were then removed during an "Edit" in DealerMine, will be tracked as "Removed", displaying the username who removed the lines.

*If there is more then one Refused service and the user is booking an appointment for only one of those services and does not offer or mark the other service as Refused again, they will be removed from the Deferred Service popup.