Frequently Asked Questions (FAQs) Q. How do we ensure a credit authorization if the estimate has changed due to the need for additional repairs?

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1 Frequently Asked Questions (FAQs) Q. How do we ensure a credit authorization if the estimate has changed due to the need for additional repairs? A. Just as today, the estimate needs to be updated in WheelTime LINQ and at that time the system will check to ensure funds are still available on that customer s credit line. If they are available, the funds will be reserved for the revised estimate. If they are not, the system will communicate this by asking you to call the Signature call center for more information. Q. How is sales tax handled on fleet billings? A. Whatever amount the WheelTime distributor submits (less any necessary adjustments per a national account agreement), Multi Service Technology Solutions, Inc. (MSTS) bills the fleet. This includes sales tax. MSTS is merely a re-seller. Sales tax laws are different in each state and thus best addressed by individual distributors. Q. Does the estimating process via LINQ include the inclusion of sales tax? A. This is a feature that can be turned on within LINQ (for those distributor business systems that are integrated with the Platform). Decisiv Inc. would be the party to assist you with turning this functionality on, if it isn t already. Users of the Platform can also manually edit this info on an estimate. Q. What identifier (i.e. RO number, LINQ case number, invoice number, etc.) will MSTS be paying from as this is important to a distributor for setting up the receivable? A. It is the invoice number that MSTS will be paying from. Q. How will we as distributors know which customers are on the program? A. An Excel document with account set-up details will be ed to the distributors through your WheelTime Champions. Further, for those distributors on LINQ, Signature customers account numbers will be pre-loaded into the platform. Q. Will Signature customers present a physical account card? A. No. There will be no cards with this program. They will have an account number that s pre-loaded into LINQ however.

2 Q. How are fleet customer billing disputes handled? A. MSTS has a process in place to immediately address any issues that come up. When the distributor completes the enrollment form for this program, they will indicate key contacts internally for this program. If a fleet has a bill to dispute, MSTS will look at the invoice and then contact the distributor s primary program contact to work through whatever the issue may be. Q. Does MSTS have the ability and right to chargeback a customer? A. With the distributor s approval they do. Q. How will we the distributors be notified of invoice adjustments? A. MSTS will be issuing a daily Transaction Processing Report which will contain this type of info. Q. What do we as the service provider do if credit is denied while the customer is essentially standing at our counter? A. LINQ will indicate that you need to contact the Signature program hotline. Once you call that number which will be supported by MSTS, they will confirm if in fact credit cannot be extended. The specifics of that customer s account will not be shared with you however. MSTS will then need to contact that customer s primary program contact to determine next steps. We are only the messenger at this time. We need to keep the customer standing in front of us apprised of any new developments resulting from conversations between MSTS and the customer s home office. MSTS is constantly monitoring credit lines however and once a customer crosses a certain threshold they contact the customer to minimize instances like this. Q. What is the program transaction fee? And is it deducted from the entire invoice amount or the invoice amount pre-tax? A. The program transaction fee is 2.35%. This amount is deducted from the entire invoice amount which includes tax. Q. What kind of reporting will we as distributors get? A. Remittance Report, daily Transaction Processing Report, etc. Transaction Processing Report (TPR) This report is sent to distributors every time transaction processing is executed and there is activity for the distributor s account. This

3 report will list all processed and rejected transactions so distributors can take appropriate action if required. Remittance Report This report is sent to distributors detailing reimbursement payments made to them. This report allows distributors to reconcile payments with transactions processed. Q. In what formats will you provide the Remittance Report? A. The Remittance Report will be provided in.pdf or.csv formats. Q. What fields of data will the remittance statement include? A. A sample statement is enclosed. Q. How does parts price verification work if parts pricing is different in each distributor s business system? A. WheelTime HQ will be devising parts pricing files that will be provided to MSTS for price verification during the estimate stage of the process. These parts price files will contain list, fleet and dealer amounts. The discounts of fleet and dealer are TBD at this point. These are details to discuss at the WheelTime Board level. Parts pricing discounts will only apply to those Signature customers who have a national account deal with our Network. Q. What is the process for establishing a Signature account for a customer? A. Customers can sign up for Signature four ways. By calling WheelTime Signature Customer Support (at ), by ing Signature Customer Support (customersupport@wheeltimesignature.com), by obtaining a Signature credit application directly from a WheelTime distributor (submission instructions are on the app itself) or by visiting our Signature website (WheelTimeSignature.com) where the application and program details are downloadable. Q. How long does it take MSTS to issue credit? What s our process if the customer needs credit faster than the time it takes MSTS to issue it? A. All underwriting situations are different. It depends a lot on the accuracy and completeness of the data filled on the app. Customer responsiveness is also a factor. In general, assuming good data and good contacts, less than 10 business days. You as the distributor can make a decision to extend credit personally if 10 days is too long, but note that the liability is entirely yours in this case.

4 Q. What needs to be included in our estimates to customers? A. The final approved customer estimate is the amount that will be invoiced. So estimates need to include sales tax, applicable shop charges, freight, etc. Q. Will the way in which we the distributor seek a customer s approval on an estimate change with this process? A. No, not at all. As a Platform user, you will be able to document a customer s approval of an estimate as you do today through the notes section of the Platform. The final approved estimate will then be sent by you to MSTS via a link in the Platform. It is this amount that will be billed by MSTS to the fleet (less any adjustments, if applicable). Q. What are the hours of operation at MSTS? A. Authorizations can occur 24/7/365 via or WheelTimeSignature.com. For all other accounting related questions, their hours are M-F 8 am to 5 pm Central time. Q. Is there ever a situation where a credit authorization is not given? A. Yes, however, MSTS monitors their customers credit lines daily to minimize instances like this. Q. How long does it take to receive an authorization on a transaction? A. Seconds. The integration between LINQ and MSTS makes this process almost instantaneous. Q. How long does it take for a new customer to get approved for credit once they submit their completed credit application? A. Up to 7-10 days on average. May be faster for publicly traded fleets. Bank and trade references have to be obtained for private fleets. Q. Which customers are Signature customers and what happens if they are on Pinnacle too? A. We will communicate which fleets are Signature customers prior to launch and essentially throughout the course of the program. If customers have multiple billing programs at their disposal, the choice of which program to use is theirs. Q. How do we get authorizations for transactions that take place out of our shops? A. MSTS is standing by 24/7/365 via telephone or web to authorize transactions or WheelTimeSignature.com.

5 Q. Will there be a flag in LINQ indicating that we need to submit the estimate to MSTS? A. Yes, there will be some indicator in the Platform telling you that that customer is a Signature customer so that you can price verify the estimate and get it authorized for credit. Q. Can the Signature Program be used for over the counter parts sales? A. Yes! One could submit a dollar amount for approval via LINQ or WheelTimeSignature.com. In the not so distant future, the Platform will enable the creation of parts only tickets. Q. How will VMRS coding be made available to our fleet customers? A. During phase I of Signature, this data will be available as a report to customers via WheelTImeSignature.com. Down the road, this data may be made available to customers via EDI.