ONE Warranty Solution USER GUIDE

Transcription

1 ONE Warranty Solution USER GUIDE

2 Table of Contents Warranty Administrator Training Level 1 - Fundamentals Certified: Level 2 - Base Certified: Level 3 - Master Certification: CHAPTER 1 Overview Introduction to OWS DMS Submission Security and Login Browser Requirements and Language Display OWS Homepage Main Web-Portal Page Get Started OWS Messages Reference Library Getting help with OWS Multiple P&A Code Administration (Parts & Accessories/Dealer) Logging Off CHAPTER 2 OWS Basic Claim Preparation Getting Started CLAIM TYPES Field Descriptions Attachments Claim Entry Claim Entry Information Editing Claim Information Claim Entry Information Error Claim File and Claim Unit Numbers Saving and Closing a Claim Cancelling a Claim Claim Entry Screen Repair Line Repair Information Comments Parts Information Labor Information

3 Miscellaneous Information Test Results Repair Line Subtotal Action Buttons Exception Codes CHAPTER 3 Special Claim Preparation Accessories Claiming Instructions: Actual Time Labor Operations MT USING A BASE PART NUMBER MT USING A LABOR OPERATION Actual Time Usage and New Models without Published Labor Operations Proper Actual Time Reporting Using "B" Time Basic Paint Operation (P101) Paint Time Allowances Add-On Repairs Audio / Multimedia (Audio, Navigation & Family Entertainment) Online 1878 Order Process Audio Multimedia Components - Vendor Responsibility Battery Replacement Battery Replacement for non-ford Vehicles Battery Tester Guidelines - GR1-190/ GRX-3590 Battery Tester/Charger What if the R.O. has an incorrect Approval Code or DTC Code? What if my claim is still rejected? OE Battery Warranty Reimbursement Table Battery Replacement (Service Part Warranty) Battery Recharging Hybrid Vehicle High Voltage Traction Battery Brake Rotor Resurfacing and Replacement Child Seat Tether Anchor Installation "R7C" Claiming Guidelines Core - Company Remanufactured Parts

4 Corrosion Repair "S36" Coupon Programs Delay in Submitting Repair (Parts Not Available) Delayed Repairs Exceeding Submission Time Limits DIAG Repairs Diagnosis Reimbursement for non-ford Powertrain Components DIAGNOSIS FOR NON-FORD POWERTRAIN COMPONENTS CLAIMING INSTRUCTIONS Emergency Repairs Emergency Repairs (Surcharge) Emissions Warranty Emissions Sub Code Emission Claiming Examples Examples of Emissions VECI Labels PZEV and AT-PZEV Vehicles Environmental Fallout (Acid Rain) "R23" Ford Remanufactured Engine/Transmission Assemblies Fuel Shortage "L63" New Vehicle Handling Reimbursement Reimbursable Handling Conditions Harley-Davidson F-150 Supercharger Ship thru Program (Saleen) Repairs Done at Dealerships Warranty Verification Unique SALEEN Parts & Labor Operations Warranty Claiming Process and Unique Saleen Parts Ordering Instructions HARLEY-DAVIDSON F-150 Supercharger Ship-Thru Program Claim Example In-Transit Loss and Damage Claim Entries Transportation Damage Claim Chargeback Reversal Request Form Lifetime Service Guarantee Repair / Lifetime Warranty Coverage Lifetime Refund/Emergency Repair Lifetime Portability Repair Loyalty Programs (Ford Loyalty & Lincoln Loyalty) Sub Codes

5 Refunds - Ford Loyalty & Lincoln Loyalty Shuttle Log Approved Vehicle Payment - Ford Loyalty & Lincoln Loyalty Customer Notification Form - Ford Loyalty & Lincoln Loyalty Program Ford Loyalty Program (P18 Claim Submission) Rental or Consequential Expense - Ford Loyalty Fleet Customers - Ford Loyalty Program Lincoln Loyalty Program (P18 Claim Submission) Rental, Surprise/Delight and Consequential Expense - Lincoln Loyalty Program Pick-up and Delivery - Lincoln Loyalty Program Misbuilt Vehicles Cars and Light Trucks Misbuilt Condition Timing Guidelines Part Not Available Missing Items On Loose Item Checklist Mis-invoiced Vehicles Standard Equipment Optional Equipment Misbuilt General Procedure Misbuilt Missing/Wrong Owner Guide/Manual Misbuilt Repairs over $1,500 Prior Approval Required Misbuilt Option Credit Procedure Misbuilt Audio Procedure Misbuilt Tire Procedure No Problem Found (NPF) Repairs Outside Purchased Parts (OSP) and Outside Labor (OSL) PARTS (OUTSIDE PURCHASED PART) LABOR (OUTSIDE LABOR): Paint Repairs Sublet Paint Repair De-Trim Labor Operations Paint Stripping Labor Operations Reacquired Vehicles (RAV)

6 RAV Unit Repairs RAV Warranty Repairs Recall and Customer Satisfaction Program (CSP) Repairs Recall and CSP Related Damage Refund on Recall/CSP Refund Owner/Dealer Emergency Repair Refund R&R Part from Dealer Stock Units "R81" Service Component Plan What is a Service Component Plan? OASIS Display Parts Coverage for Service Component Plans Claiming Process for Service Component Plan Repair Service Part Warranty Ford Remanufactured Engine and Transmission Claim Examples Claim Preparation for Service Part Gas Engine Replacements: Claim Preparation For Service Part Diesel Engine Repairs Claim Preparation for Service Part Diesel Engine Replacements Claim Preparation for Service Part Transmission Repairs Claim Preparation for Service Part Transmission Replacements Over-The-Counter (OTC) Gas/Diesel Engines & Transmission Assemblies NOT Installed by the Dealership Independent Repair Facility (IRF) or Customer Actions Claiming Guidelines Service Parts Warranty and Accessories Sub Codes Sub Codes Tire Warranty "TWC" (within New Vehicle Limited Warranty) Servicing Dealership Administration at Dealerships Not Enrolled On the Tire Program (Non-ATW Dealers) Tire Warranty Defect Codes Tire Parts Disposition Michelin Tire Claim Requirements (Ford Tire Warranty & Michelin Tire Company) Tire replacement under the Loyalty Program Entering DOT Codes

7 Tire Federal Excise Tax (FET) Authorized Tire Brand Change Tire Pro-rata (MY 2007 & Newer Cars & Lt. Trucks) Towing TSB/SSM Usage & Warranty Application TSB Labor Operations Wiring Claims Requirements Wiring Claim Example ESP Administration Manual QUALITY FLEET CARE (QFC) Most Commonly Asked Questions about the Quality Fleet Care Program CHAPTER 4 Prior Approval (PA) Overview Requesting Prior Approval Prior Approval Category and Type Selection Prior Approval Request Form Requestor Information Repair Information Reason for Request Repair Cost Information Attach Supporting Documents Action Buttons Submit Request Saved Prior Approval Requests CHAPTER 5 - APPEALS Appeals Claim Appeals Starting a Claim Appeal Action Codes Appeal Action Buttons Adjustment Appeal Full Chargeback Appeal Full Reversal Appeal

8 Claim Appeal with Prior Approval Prior Approval Appeals Starting a Prior Approval Appeal Viewing Appeals Status Status and Review of an Appeal Appeal Claim Type A Reviewing an Appeal Limitations on Appeal Submission Appeal Processing Rules CHAPTER 6 - OWS Reports Prior Approval Status Report Prior Approval Status Search Prior Approval Status Message Claim Status Report Claim Search Claim Search Results Editing Within Claim Report Parts Return Status Report Parts Return Status Search Starting a Parts Search Parts Status Report View Parts Status Report Daily Account Posting Statement Monthly Statement CHAPTER 7 Parts Return Parts Return Overview Parts Return Status Report Parts Return Messages Starting a Parts Search Parts Report Parts Status Report Tags Claim Case View Printing Tags

9 Boxing Select to Box Box Preparation Generate Shipping Label Save a Box CHAPTER WARRANTY REPAIR FORM OVERVIEW Warranty Repair Form Filling out the Warranty Repair Form Service Write-up Entries (Repair Visit) Alternative Forms (Repair Orders) Appendix OWS Screen Icons and Dynamics Field Descriptions Sub codes (formerly Program Codes) Approval Activities Special Parts and Labor Designations Pre-Delivery Pseudo Part Numbers Drivability Customer Concern Codes for Claiming DIAG Customer Concern Codes Condition Codes CC - Listed alphabetically by description CC - Listed by typical application Carrier Codes Intransit Loss and Damage Codes Damage Area Codes (First and Second Digits) Damage Type Codes (Third and Fourth Digits) Damage Severity Codes (Fifth Digit) Customer Notification Form Ford & Lincoln Loyalty Dealer Service Provider Support Numbers - North America INDEX

10 Warranty Administrator Training All Warranty Administrator Training is provided as web-based courses. Web-based training is available via FMCDealer.com. It can be accessed through: FMCDealer.com Parts & Service tab Training & Certification My Training Courses available for Warranty Administration CERTIFICATION: Level 1 - Fundamentals Certified: 3339W 1 Warranty Administrator Fundamentals 3570W People Skills: Your People Skills Are Showing 3571W People Skills: One Size Does Not Fit All 3572W People Skills: Pay Attention Active Listening 3573W People Skills: Beyond Words How You Look and Sound 3574W Resolving Issues 3575W Peop Effective Electronic Communications 3576W People Skills: People Finish First Being Positive Works 3342W - Your Role in a Successful Dealership: Fixed Ops Ford franchises only: W - ONE WBT W - Ford Pillars WBT Lincoln franchises only: W - History of Lincoln W Level 2 - Base Certified: 3672W - Warranty Administrator: Working With Warranty Claims 3345W 1 - Warranty: Taking Control of Your Performance Level 3 - Master Certification: Policy & Process 3353W - Talking with Confidence About How a Vehicle Works 3413WBR/3413 PTEST - Warranty & Policy: Advanced Issues Webinar 3665C/3665CTEST Warranty: Submitting Claims Successfully First Time Through NOTE: Courses above may change; verify requirements via Advantage U curriculum for Warranty Administrators. 10

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12 CHAPTER 1 Overview Introduction to OWS ONE Warranty Solution (OWS) is the global management application used by all Ford/Lincoln Dealerships, authorized Fleets/ Company has agreements to support the repair and maintenance of vehicles and sales of parts and accessories. NOTE: For the purposes of this user guide and within the general OWS application, the above users are referred to generically as Dealers. The information contained in this user guide is to support the Dealers by providing information about the operation of OWS Online application. OWS provides a single interface to manage many aspects dealing with submitting, tracking and managing the claiming process: Obtaining Prior Approval when required Tracking Prior Approvals through the process Initial Preparation and Submission of Claims Tracking and Updating Claims when further action is required Appealing a Claim decision Tracking and Managing the Return of Parts Accounting (credits, debits and account reconciliation) Dealership Management System (DMS) connectivity with OWS This User Guide does NOT cover: DMS operation o If a dealer uses a DMS to electronically submit claims to Ford, this guide does not han 150 DMS providers to Ford globally. Each DMS has a unique screen display. Please contact your DMS if support is required. Warranty Policies or other published policies o Please refer to the Warranty & Policy Manual for your specific country, along with other coverage and policy programs. DMS Submission Due to the variety of Dealer Service Providers (DSPs) and the various software platforms they provide, it is not possible for Ford to provide detailed instructions as to the usage of these dealership "inhouse" software systems. It is recommended that you refer to the documentation provided by your DSP and/or contact them for assistance with your software. A list of DSP Support Numbers can be found in the Appendix of this User Guide. 12

13 Security and Login The OWS application resides within the dealerconnection.com domain. Users can be authorized for erent functionality within OWS. logical set of tasks dealing with the operation of OWS. Roles are assigned using the Security Provisioning Services (SPS) application or DSA tool. The SPS is the same system that provides access to many Ford applications. Roles DLREnterClaim o This role allows the user to enter a new claim, view the Claim Status Report and update claims when further Action is required. This Role is required to enter, modify or cancel a claim. The user can also view the Parts Status Report. DLRSubmitAppealClaim o This role allows the user to submit an Appeal for a claim which has been adjusted or denied. The user can also view the Claims Status Report to monitor the appeal, and to view the Parts Status Report. DLRSubmitPARequest o This role allows the user to submit a Request for Prior Approval. The user can also edit (update) the prior approval request, cancel the request and appeal the request decision. The user also can access the Prior Approval Status Report. This user can view the Claims Status Report. DLRManagePR o This role allows the user to view the Claim Status Report and Parts Status Report. From the Parts Status Report, the user also has access to print return labels and shipping information to return parts to Ford when required. DLRViewReports o This role allows the user to view the Claim Status Report and Parts Status Report. The user also has access to accounting reports: Daily Posting Report (North America and Emerging Markets). A detailed Monthly Posting Report (North America and Emerging Markets). A detailed Self-Billing Invoice (Europe). Three detailed reports of payments, debits and The Roles can be assigned individually to employees OR in any combination, including assignment of all roles to one employee. This will provide flexibility for work assignment within the Dealer. How to assign OWS Roles in SPS Dealership employees see your dealership security administrator (DSA) who provides access to many Ford applications and FMCDealer. Fleet employees contact fleet.ford.com or see the Maintenance section of the web site. Ford Authorized Distributors (FADs) see your FAD security administrator who authorizes access to Ford applications. 13

14 Browser Requirements and Language Display OWS is designed and tested to operate best using Internet Explorer 8, 9, 10 or 11 (in compatibility mode). o Chrome, Firefox and Safari are not currently compatible with OWS. A minimum screen resolution of 1024x768 is recommended. OWS is available in approximately 30 languages. Language availability by country is limited to three. Multiple languages may help some countries manage administrative workload regarding Messages, Links, training and communications. o Language displayed by OWS to the user is based on the language selected within the If the language selected is not supp, then OWS will default to the first priority language for that country. Users may update their browser to any language approved for that country. OWS Homepage Log onto OWS using the portal which may utilize any of the following: o o o o FMCDealer Dealer Connection Europe Fleet.Ford.com MC Distributor OR access the direct link to OWS at Main Web-Portal Page NOTE: For the purpose of this User Guide, the Web- 14

15 Get Started The homepage contains icons with links to functionality within OWS. Icons which are grayed out and cannot be accessed indicate the user has not been assigned the Role for this functionality. OWS Messages The homepage will display a scrolling list of messages based on the following criteria: Country Language selected (local browser setting) Group o External (Dealer, Fleet, FAD, other service agent) o Corporate (Ford Motor Company internal user) o Supplier (inspection of returned parts) Once the PC mouse cursor enters the OWS Messages section, the message list will stop scrolling to ease selection of a message. Clicking on a message will display it in a pop up window. Click close to exit the message. Reference Library The homepage contains links to web pages, documents, videos and other information. This section is divided into three categories: Training Communications Quick Links External Links The Reference Library content is based on the following criteria: Country Language (local browser setting) Group o External (Dealer, Fleet, FAD, other service agent) o Corporate (Ford Motor Company internal user) o Supplier (inspection of returned parts) 15

16 Getting help with OWS An OWS Support link is listed within the Reference Library and provides a variety of links to useful job aids such as videos, FAQs, launch kits, etc. Multiple P&A Code Administration (Parts & Accessories/Dealer) OWS provides Warranty Administrators the ability to switch between P/A codes within one login session. Access to each P/A code must be assigned by the Dealer Security Administrator within SPS. OWS displays a drop down box in the upper right corner of the screen for users with multiple P&A Codes. If a user is assigned to only ONE code, the dropdown will not display Assigned users can use the drop down display to switch between P&A codes without logging off The user can select any code from the dropdown list, and then Logging Off To log off, select the dropdown next to your user ID at the top left of the screen. From the dropdown list, select 16

17 CHAPTER 2 OWS Basic Claim Preparation Getting Started OWS is the Ford Motor Company warranty claim processing system. integrate seamlessly with OWS. online version to submit claims. Information submitted through the DMS will automatically populate into the OWS database. CLAIM TYPES Claim Types are utilized in claim processing to display various requirements based on the individual Claim Type. The chart below describes Claim Types and shows examples of how Sub Codes relate to Claim Types. New Sub Codes may be added based on program needs and therefore are subject to change. A1 - Appeal Claim Type 11 - Warranty Coverages and Extended Service Plan (ESP) / Extended Service Business (ESB) 12 Pre-Delivery Inspection 13 Policy 14 - Misbuilt 21 Service Parts (Excluding Over the Counter) 22 Over the Counter (OTC) 23 Service Part Accessories Claim Use Criteria / Definition A request to have a paid claim amount changed based on additional information provided by the dealership. Submit appeals on-line or through your DMS using the Appeal claim type with no sub code. A specific type of warranty or coverage made by Ford to the customer/ buyer of a Ford or Lincoln vehicle. The warranty states that Ford will pay a percentage (1-100%) for certain repairs due to factory defects during the specified warranty period. (Sub Code / Program Code are not required for New Vehicle Limited Warranty). Inspection, preparation and conditioning of a new vehicle before it is delivered to the owner Payments that are not covered by any warranty or ESB program. See also After Warranty Assistance (AWA) and Loyalty Program. Any vehicle that was not built correctly or built as ordered from Ford. Vehicle may have been built as more or less than invoiced. A properly installed new or remanufactured part found to be defective during the part or vehicle limited warranty period. Parts sold over the counter directly to a customer, outside repair facility, or independent installer. Ford or Lincoln accessories covered by warranty 31 Field Service Action as: Field Service Actions & Customer Satisfaction Programs. A vehicle damaged in-transit between 51 Transit Damage the assembly plant and the destination dealer or designated location. New Sub Code Field (Program Code) *(Listed below are examples of some of the Sub Codes) No sub code required Warranty repairs do not require a sub code. However, there are examples of sub codes used with Claim Type 11: ESP, QCM, QCL, RAVW, S36, S10, TWC LVP Loyalty Program sub codes such as: P18, P11, W01, etc. Other examples of sub codes used with this Claim Type are: FAD, L63, R7C, RAVIN and regional promotion coupon sub codes MVC, MVV LSG, P33, RLE, SPW, SSP, SPNV OTC ACC Enter the code published in each FSA/CSP bulletin TD 17

18 Claim Type 61 - Fleet (QFC) 71 Extended Service Contract (ESC) 81 Ford Authorized Distributor Battery (FADB) Claim Use Criteria / Definition A comprehensive parts and service billing program for fleet customers with vehicle repairs or part purchases from Ford or Lincoln dealers. Ford Vehicle Service Contract on a non- Ford (competitive make) vehicle. These are service agents authorized to sell Ford branded parts. Only unique Authorized Repairers can submit claims under this Claim Type. New Sub Code Field (Program Code) *(Listed below are examples of some of the Sub Codes) NFPC, NFPP, QFC, QFCC, QFCP ESC, ESQ. Applies to competitive make vehicles with ESC coverage. Refer to Claim type 11 for ESP coverage. FADB (Battery Claim) Field Descriptions OWS has been designed for global flexibility. To achieve this flexibility there are many fields available (mandatory or optional) depending on the type of claim or the country in which you reside. Individual DSP software design may vary slightly from these Field Specifications. NOTE: If you are using a DSP interface to submit claims, your DMS may accept data types (i.e. alphanumeric) in a field that is not compatible with OWS specifications data types. Your claim may be returned after PreValidation or Claim Submission with an appropriate exception message. Refer to the Field Description chart located in the Appendix for input restrictions. Attachments OWS has the ability to receive attachments at certain points in the claim submission process. Not all claims require supporting attachments therefore the attachment link will only be available when the system requests it. 18

19 Claim Entry The Claim Entry process begins with to the Repair Order creation page. Claim Entry Information A Repair Order (RO) is the form which all repairs for a single repair visit are recorded or linked. A repair visit may have one or several repair lines and documents a repair visit. An RO is created by entering the RO Number and entering an RO Open Date (as identified by the Red *). Once the RO is saved, these fields cannot be edited. Note: If an error was made to the RO Number or RO Open Date you must Cancel the RO and create a new one. Depending on the type of claim entered, additional information may be needed. The following fields are commonly required and are available to input when creating the RO. VIN - Vehicle Information Number Service Advisor ID (STARS ID) Odometer Special Use Vehicle Description Engine Operating Hours at Repair Order Open License Location the RO information is inputted. 19

20 Editing Claim Information Once the RO is saved, all fields within the RO can be edited except the following: o o Repair Order Number Repair Order Open Date Note: If an error was made to the RO Number or RO Open Date you must Cancel the RO and create a new one. If a claim has been submitted and an edit needs to be made the Claim Report will need to be accessed. Refer to Chapter 5-Claim Status Report under Edit Within Claim Report. Claim Entry Information Error Claim File and Claim Unit Numbers are created Repair Information is added to the RO Claim File and Claim Unit Numbers The Claim File and Unit Number is a filing tool within the OWS system and are not searchable or required by the Dealer. OWS Online Claim - Claim File and Claim Unit numbers are automatically assigned by OWS when a Claim is created DMS submitted Claim - Claim File and Claim Unit numbers are assigned when OWS receives the information. Users are not required to track Claim File or Claim Unit numbers NOTE: Up to 9 Review Tabs may be open at any time. i.e. Claim status Report, PA Report and 7 claims or any combination of all. 20

21 Saving and Closing a Claim SAVE: A Claim may be saved at the top of the page bottom of the page. Save - system will save the Claim as PreValidate - Dealer Action Required These statuses will be displayed in the Claim Status Report. CLOSING: tab at the top of the screen. -# (claim unit) on the automatically prompts a warning message even though the claim may have been previously saved. Before closing the claim, users must indicate if they want to: Discard changes made to the claim Save changes (even if changes have already been saved) Cancel the action and return to the claim Note: The claim is not submitted with Save, PreValidate or Close. Only the Submit button will submit a claim. Refer to the Chapter 2 - Action Button section. 21

22 Cancelling a Claim A Repair Line or an entire Repair Order can can be when the Claim is being created and prior to submitting or when the claim has been returned and listed in the Dealer Action Required. To delete a RL or RO, message asking for confirmation prior to deletion. Once the RL or RO has been deleted it cannot be retrieved. 22

23 Claim Entry Screen Repair Line The Claim Entry Screen consists of the following sections: Repair Information Comments Parts Information Labor Information Miscellaneous Information Test Results Repair Line Subtotal Action Buttons (bottom of the screen) 23

24 Repair Information Repair Line Number: The Asterisk * indicates this is a required field and users must enter acceptable characters. The item entered into the field is a number, letter or alphanumeric character associated with each unique repair on the repair order. The Repair Line Number must be unique for each repair on the RO. Claim Type: A two digit code identifies the claim repair type or category used to process a claim (i.e. warranty, policy, etc.) Claim type may be used in combination with a sub code. Sub Codes are additional codes identifying the specific coverage associated with the Claim Type, when applicable. Warranty claims under New Vehicle Limited Warranty do not require a Sub Code. Required fields on the Claim Entry Screen may change depending on which Claim Type that is selected. Common fields for all Claim Types include: o Repair Line Numbers o Sub-Code o Repair Line Completion Date o Odometer Reading at Repair Completion o Customer Concern Code o Approval Code o Pre-Defined Repair Code o Condition Code Choose a Claim Type from the drop down list. 24

25 Claim Types Claim Type 11 Vehicle Coverage Claim Type 12 Pre-Delivery Inspection Claim Type 13 Policy Claim Type 14 MVC (Misbuilt Vehicle Claim) Additional fields for Claim Types 11-14: o Engine Operating Hours at Repair Completion o Manual Review Required Indicator o Customer Participation o Dealer Participation Claim Types Claim Type 21 Service Part Claim Type 22 Over The Counter Claim Type 23 Accessories Additional fields for Claim Types 21-23: o Engine Operating Hours at Repair Completion o Manual Review Required Indicator o Install Date o Elapsed Odometer o Original Repair Order/Invoice Number 25

26 Claim Type 31 Field Service Action Additional fields for Claim Types 31: o Related Damage Indicator o Field Service Action Option Code o Engine Operating Hours at Repair Completion o Manual Review Required Indicator Claim Type 51 Transit Damage: A vehicle damaged in-transit between the assembly plant and the destination dealer or designated location Additional fields for Claim Type 51: o Engine Operating Hours at Repair Completion o Manual Review Required Indicator o Carrier Delivery Document Number o Carrier Code o In Transit Loss/Damage Code 26

27 Claim Type 61 Fleet Additional fields for Claim Type 61: o Engine Operating Hours at Repair Completion o Manual Review Required Indicator o License Number o Driver Name o Driver Card ID o Fleet Company Name o Fleet Approved Amount o Fleet Purchase Order Number (required when repair amount exceeds Prior Approval limit in OASIS) Claim Type 71 Extended Service Contracts Additional fields for Claim Type 71: o Engine Operating Hours at Repair Completion o Manual Review Required Indicator o Customer Participation o Dealer Participation o Franchise Vehicle 27

28 Claim Type 81 Ford Authorized Distributors-FADB online only Additional fields for Claim Type 81: o Engine Operating Hours at Repair Completion Claim Type 91 Retail Core Return Additional fields for Claim Type 91: o Engine Operating Hours at Repair Completion o Manual Review Required Indicator Sub-Code: An additional code identifying the specific coverage associated with the claim type, when applicable Sub-Codes must be matched with the proper Claim Type or the claim cannot be processed Users will receive an exception message after PreValidation if the Sub-Code and Claim Type do not match. NOTE: Warranty claims under New Vehicle Limited Warranty do not require a Sub Code. Check the Appendix for matching Claim Types and Sub-Codes 28

29 Repair Line Completion Date: The date can be typed using this m/d/ date field to select a date. Odometer Reading at Repair Completion: The odometer reading at the time of the repair line completion. 29

30 Customer Concern Codes / Condition Codes Customer Concern Codes (CCC) 3 character Code that identifies the Customer Concern and the repair made by technician. Adjusting this code to identify the correct system (causal part), as repaired by the technician, will assist Ford Motor Company in directing the claim to the appropriate commodity for proper analysis and improvements to quality. Concern Codes (CC) 2 character Code that identifies the failure mode for an individual causal part and repair. Search Function for Codes: A code can be typed manually into the field. If needed, a list of CCC or CC Codes can be found through the on-line search box next to the code entry field in the Repair Information Section or in the Appendix of the User Manual A code may be selected by clicking on the radio button adjacent to the selected code. 30

31 An enhanced Search Function is available which allows sorting by key words or characters. An advanced search function can be achieved by selecting the downward arrow next to either the CCC or the Description header. NOTE: Once you have added an enhanced filter, you must go back into the enhanced search to cancel or change it. Prior Approval Code If an appropriate Prior Approval is part of the Repair Line Claim, then the system will automatically apply that Prior Approval number and details to the Claim during PreValidation. Prior Approval Codes are matched from the request to the claim by: o Dealer Code o Dealer Suffix (not applicable for USA) o Geographical Sales Code (ex. USA, CAN, MEX) o Repair Order Number o Repair Order Line Number o Repair Order Open Date Obtaining Prior Approval o o Details can be found in the User Guide in Chapter 4 - Request Prior Approval View Prior Approval Status o o Details can be found in the User Guide in Chapter 5 - View Prior Approval Status 31

32 Dealer Self-Approval Codes DDR1 - Service Part Failure. Refer to Warranty & Policy Manual. DDR2 - New Technical Data Available. DDR3 - Different Causal Part Failure. DDR4 - Other - See the repair description area of the claim. DDME - Odometer or Repair Date discrepancy with another paid repair. NOTE: DDME self-approval code can only be used for the following return codes; P040, P041, P042, P043, P044 and P045. Pre-Defined Repair Code: A code that defines the authorized repair bill of material as identified in service publication The code is entered by the dealer and will auto populate all individual parts, labor and miscellaneous amounts for that claim. Convoy Delivery Date: The date the vehicle was delivered to the Dealership Engine Operating Hours at Repair Completion: Reading of engine operating hours if present in vehicle (e.g. diesel, industrial) at Repair Line close. Manual Review Required Indicator: Dealer request that an assessor review the claim, prior to final disposition Customer Participation/Dealer Participation Enter any customer or dealer participation amounts in the appropriate fields when the customer and/or dealer are participating in a Loyalty Program (Ford Loyalty or Lincoln Loyalty) repair. In the event the dealer wishes to submit a part without the parts markup (NET), calculate the amount of the parts markup and enter the amount in the dealer participation field. 32

33 Comments Customer and Technician comment fields each have space for 2,000 characters The fields will statically display almost 400 characters but will expand to the full 2000 as needed when the user is clicked in the field. Parts Information Pricing and markup are automatically calculated during PreValidation for Ford recognized part numbers Part numbers must be typed in without spaces or hyphens Click on the search icon to find acceptable Pseudo Part Numbers which can be used in place of Ford recognized part numbers Note: In SERVIS2, pseudo part numbers are not required in the Bill Of Material (BOM) section which consists of Parts, Labor and Miscellaneous information. In SERVIS2 may be entered outside of the BOM. See also Artificial Causal Part Number for Ford of Europe (FoE). When acceptable, parts obtained outside the Ford parts system can be claimed in this section as well but an invoice number and copy of the invoice may be required for reimbursement. NOTE: OWS will price all valid Ford part numbers automatically Labor Information Labor operations recognized in GSLTS are validated and the proper rate is applied during PreValidation Click on the search icon to find Pseudo Labor Codes that are acceptable. Pseudo labor operation codes are created to provide the dealer with a "tool" to submit labor times where a scheduled labor operation is not available. The pseudo labor operation code can be used as the only labor operation corresponding to a When specialty labor is required from an outside source, use labor code OSL and add the Invoice Number and the amount being claimed. 33

34 Data entry fields that continue to have a box around them after PreValidation has been run remain editable but changes may impact the results of the next attempt at PreValidation. NOTE: The system will enter scheduled time for labor operations when provided with a valid labor operation. OWS cannot enter time for OSL, or actual time labor. The System will extend the labor total based on the Hrs. X Labor Rate. Miscellaneous Information Click on the search icon to display ALL miscellaneous codes 34

35 Test Results The test results are from the identified test conducted on the vehicle. Test Result types can be viewed The test results section is used to document vehicle information like Diagnostic Trouble Codes and DOT Tire Codes. Repair Line Subtotal The Repair Line Subtotal section automatically displays the sub totals for Parts, Labor, and Miscellaneous as well as any previously noted Customer/Dealer Participation. The Subtotal section will also apply the appropriate Tax and any needed deductions. This section gives the user a view of the financial impact of the claim to be submitted once PreValidation has been run. 35

36 Action Buttons Next Repair: Triggers PreValidation of current Repair Line and allows access to the next Repair Line PreValidate: Allows OWS to instantly check a claim for most exceptions before it is submitted. Submit: Allows the claim to be submitted if no critical exceptions are discovered Selecting Submit triggers all applicable rules needed for the claim to be submitted to Ford. Any exceptions will appear in the top left area of the claim. If no exceptions are found the claim will display a Green Check Mark with a successful submission note above the Repair Information section of the claim. Cancel RL: Allows the user to cancel the displayed repair line prior to submission. Cancel RO: Allows the user cancel an entire Repair Order, and all applicable Repair Lines, from an open Repair Line prior to submission. PreValidation Exceptions PreValidation is functionality within OWS that runs most (about 80%) of the claim editing rules so many exceptions can be corrected before submission. This can be helpful with complex claims or claims with special circumstances. PreValidation exceptions codes appear at the top of the page on the left side of the screen. Red flags require fixing before the claim is submitted. Yellow triangles are notices but do not require action before submission. Once the exception messages have been corrected, run PreValidation again for a final check before submission. NOTE: Refer to Chapter 2 - Exception Codes to assist identifying the source of exceptions. NOTE: If the Claim is corrected and saved but not submitted, then the Claim Status Report will show 36

37 Field Validation Errors Field Validation occurs after a cursor is moved from a field on the claim. If the data entered is not valid for that field, will display a message explaining the error. Exception: A non-recognized VIN will recognized VIN. The VIN field does show an error if any special characters are used. Exception Codes OWS introduces the concept of Claim PreValidation in which most, but not all edits are used to validate the claim prior to submitting the claim. Upon submission, the claim is validated by all the edits in OWS, applicable to that claim. After either PreValidation or Submission, OWS may generate exception messages. These exception messages need to be reviewed and/or resolved, in order for the claim to be processed and dispositioned. OWS logic identifies many different types of exceptions and there are several scenarios within the claim processing in which you may see an exception message. The sources of the exceptions are identified by a three letter prefix such as DLR, FSA, or VIN. These prefixes will indicate the point at which OWS could not validate an entry. In addition, the complete exception code will have a brief description to assist you in correcting the exception. When a claim is PreValidated, OWS first will check the repair order Information, such as VIN, for exceptions that will stop the validation process. Internally, these are referred to as fatal exceptions. Fatal exceptions must be corrected and the claim PreValidated again, in order for OWS to apply the next series of validations. If the claim has no fatal exceptions, it will automatically continue the validation process. There are two types of exceptions; hard exceptions and informational exceptions. Hard exceptions are identified with the flag icon ( ). These exceptions must be corrected in order to successfully submit a claim. Informational exceptions such as the Cost per Repair Claims Filter (CPRCF) alerts are identified by the triangle icon ( submit the claim. ). No correction needs to be made to Pre-validate or NOTE: If claim data is changed and a claim is PreValidated or Submitted again, depending on the internal rules of OWS, new exception messages may appear. 37

38 Validation Exception Code Prefixes Validation Exception Prefix DLR VIN ROV ODM SUB BES DTC FSA RDC DUP CRF SDA PR SFR TAX DEC BOM PAR RES PRI COR MKP LOV TV MIS TOT PAC BRE CPR BFM APL Source Dealer Validation Vehicle Validation Repair Order Validation Odometer Rollback Validation Sub Code Settings Validation Best Fit Validation Diagnostic Test Codes Validation Field Service Action Validation Related Damage Validation Duplicate Repair Validation Cross Reference Validation Supporting Document Process Validation Part Return Validation Select For Review Validation Taxes Validation Decision Making Validation Bill Of Material Validation Derive Part Type Validation Parts Restriction Validation Parts Pricing Validation Parts Core Amount Validation Part Mark Up Validation Labor Overlap/Operations Validation Technician Validation Miscellaneous Expense Validation Totaling Validation Prior Approval Validation Business Rule Engine Validation Cost Per Repair Comparison Filter (CPRCF) Validation Battery Validation Appeals Validation 38

39 CHAPTER 3 Special Claim Preparation Some repairs require special preparation. The following examples will provide you with the unique requirements for these special claims. Accessories Vehicle accessories (Factory Invoiced Accessories FIA, Ford Licensed Accessories FLA and Ford Work Solutions FWS) repaired or replaced under the New Vehicle Limited Warranty are required to be submitted using Claim Type 23 (Accessories) and Sub code "ACC". Refer to the Warranty & Policy Manual for specific details related to obtaining replacement parts. Labor to replace an authorized Ford accessory can be submitted via OWS as shown below: Claiming Instructions: 1. Select Claim Type 23-ACCESSORIES 2. Enter Sub-Code "ACC" this sub-code is defined as a Service Part Repair requiring original date of installation and accrued mileage. 3. Install Date = the date the accessory was installed. 4. Elapsed Odometer = accrued distance of accessory from the install date. 5. Enter Original Repair Order/Invoice number. 6. Enter base part # only for parts provided at no-cost by the supplier. 7. Enter labor as required. Accessories Claim Example NOTE: Payment for Factory Invoiced Accessories Installation is automatically credited to the Ship-To Dealer on the Miscellaneous Parts Statement, and should not be claimed as a warranty repair. 39

40 Actual Time Labor Operations An actual time labor operation is used only when there is no published labor operation in the Ford Service Labor Time Standards CD or for highly unusual repair situations when additional time is required to complete the repair. The actual time labor operations are: - Body repair time - Labor operation not published, a published labor operation requires additional time or abnormal diagnosis time. for the applicable repair. All actual time requires a full description of the need for the actual time operation. Explanation must be entered in the tech comments field on the repair and the request must be reasonable. Time recording requirements are given in the Warranty and Policy Manual. Actual time may not be claimed for time spent calling the Technical Service Hotline. NOTE: Dealers are authorized to use actual time, but when the amount of actual time claimed has been deemed excessive, Regional Office approval may be requested. When claiming labor for a repair where no labor operation exists for the parts replaced/repaired or when abnormal diagnosis time is required, you must include the EXAMPLE: A loose defroster control cable (part number 18548) is repaired and there is no When a scheduled labor operation is available, but additional time is required to perform the repair due to unusual circumstances, or when no time is available for the vehicle being repaired, you must EXAMPLE: Labor operation 6051A1 for valve grinding does not have a published time for a 2005 F-150 Actual Time Usage and New Models without Published Labor Operations New vehicle models are released prior to published Service Labor Time Standards. This allows Ford to create labor times based on the production level products. Where no published labor operation exists on a new model, dealers should utilize MT time for work performed, following the normal MT guidelines, policies, and claiming requirements. 40

41 Actual time claim example 1. Enter the actual time in the Labor Operation Code field of the Labor Information Section. 2. Enter the labor time that has been clocked by the technician in the Hours field. 3. OWS will calculate the total. 4. Tech comments should ALWAYS provide a full explanation for the reason actual time was required. NOTE: repair being returned for correction. 41

42 Proper Actual Time Reporting The actual time claimed for a repair must not be included in another labor operation (i.e. overlapping operation, including diagnostic operations). Technicians must explain on the hard copy why actual time was required. It is recommended that actual time used for more than one task be broken down, reported and explained on the repair order separately. When no labor operation exists for the part that was replaced/repaired, or when abnormal diagnosis time is required, you must include the base part number of the part that was repaired/replaced along with "MT." o For Example: You repair a loose defroster control cable (base part number 18548) and no scheduled labor operation is available. Claim actual time as "MT18548." When a scheduled labor operation is available, but additional time is required to perform the repair due to unusual circumstances, or when you are performing a repair for which there is a scheduled labor operation but there is no time published for the vehicle you are working on, you must include the labor operation with "MT." o For Example: Labor operation 6051A1 for valve grinding does not have a published time for a 1999 F-150 with a 4.2L MFI engine. Claim actual time as "MT6051A1." NOTE: Actual time may not be claimed for time spent calling the Technical Service Hotline, checking OASIS, or obtaining prior approvals. Examples of Proper MT Usage Example 1: You are replacing a battery under warranty. There is a labor operation for Battery- Test, Charge, and Retest (10654C), but no published operation for battery replacement on this model. There is a published labor operation for battery replacement on other models, 10654C1. Your dealership claims the following: 10654C Battery - Test, Charge, and Retest.3 MT10654C1.2 Customer Concern: Vehicle will not crank; towed in Technician Comments: Verified concern, test, charge, and retest battery- battery will not hold charge. Check for current draw-none. Replaced battery. In this example, actual time is used because there is no published labor operation. Example 2: It is necessary to replace a catalytic converter. During removal a rusted bolt breaks off in the front manifold (base part #5F250). The bolt must be drilled and re-tapped in order to complete the repair. Your dealership claims the following: 5212A Catalytic Converter Diagnosis B Catalytic Converter - R&I or Replace 1.3 MT5F250.5 Customer Concern: light is on. Technician comments: EEC test, check codes - P0420 Catalyst efficiency low. Diagnose, found broken, contaminated catalytic converter. Replaced catalytic converter. Necessary to extract broken exhaust bolt and repair threads in front y-pipe converter. In this example, actual time is used for additional work not covered by the existing labor operations due to the unusual circumstance of a broken fastener. 42

43 Example 3: A customer complains that the right rear speaker (base part #18808) cuts out on their Expedition when driving over bumps. The technician verifies the concern and then must remove several pieces of trim and trace a speaker wire that has rubbed through on a body seam. The technician repairs the damaged wire and the dealer claims the following: 14200A Wiring Assembly Repair A1 Wiring Repair - Pinpoint Test.3 MT Customer Concern: Customer states right rear speaker will intermittently shut off while driving over bumps. Technician Comments: Able to duplicate concern. Necessary to partially R&I carpet, door-sills, instrument panel, and right rear pillar molding to pinpoint shorted wire. Ckt 802 orange/red wire insulation cut on right inner fender at door jam. Repaired wire and secured harness. In this example, actual time is used to compensate for required abnormal diagnostics in order to access and trace a damaged wire. Using "B" Time "B" time is the actual time labor operation code for body repair work performed where there is no applicable SLTS labor operation available. The same rules & requirements apply to "B" time usage as "MT" actual time. Since "B" time is most commonly used with paint repairs it is important to be aware of what is already included in a paint labor operation. Basic Paint Operation (P101) This operation provides the basic get-ready and cleanup time for each repair, it includes: Driving Vehicle in/out of building Open door / covering the seat Moving vehicle in/out of spray booth Covering vehicle to prevent overspray Mixing required paint material and filling spray cup Cleaning spray equipment. Procuring miscellaneous clips, fasteners, weather-strips, moldings, etc. Paint Time Allowances Certain tasks may be necessary when performing paint repairs, the following allowances have been taken into consideration when developing paint labor times: Minor scuff sanding Masking R&I Cover vehicle R&I Cover wheel(s) R&I Tack Surface Spot prime Base coat application Clearcoat application Polish area Clean-up IMPORTANT: "B" time is not to be included when calculating material cost for paint repairs. 43

44 B Time Application Labor operation "B" can be used for the following scenarios: Sheet metal repair for corrosion concern Panel or body component R&I when no SLTS labor operation is available Painting labor when no applicable SLTS labor is available. "B" time SHOULD NOT be used for the following scenarios: Blending Panels (allowance is included in paint time) De-trim (De-trimming labor operations are available) Paint stripping time (unless stripping to bare metal is required) Any steps allowed for in SLTS paint labor times as described above B Time Claim Example Example above includes: Basic Paint labor operation P101 Panel Paint labor operation P42C which includes allowance for partial stripping De-trim labor operation P42D "B" time listed twice to differentiate the separate process steps performed: o 1 st "B" additional time required to strip hatch completely o 2 nd "B" time to repair corrosion damage It is recommended that actual time used for more than one task be broken down, reported and explained on the repair order separately. 44

45 Add-On Repairs Add-On repairs that are required but discovered after the initial write-up: These repairs must be 1. the needed ADD-ON repair added repair. NOTE: Enter zeros in the "Qty NOTE: ADD-ON repairs are not allowed when performing a TSB/FSA/CSP. Add-On Claim Example NOTE: Field Service Actions are not considered add-on repairs as notification of eligibility exists in. 45

46 Audio / Multimedia (Audio, Navigation & Family Entertainment) This special preparation applies to the following components when an advanced exchange unit is ordered and supplied by an authorized service center for no-charge repairs (including Service Part repairs). For technical assistance, contact the Ford Technical Hotline. For all other inquiries, send information to fesg@ford.com. Radios (AM/FM, CASS, DUALMEDIA, CD) - Family Entertainment Systems (DVD, VCR) Navigation - Electronic Face Plates & Displays (for above) - Factory Installed Satellite Radio Modules - Compact Disc Player/Changer Warranty reimbursement is for removal & replacement of these components only. Enter the basic part number of the assembly as the causal part with a quantity of zero. Also enter the customer concern code, condition code, labor operation numbers for removing and reinstalling the assembly, scheduled time and amount. Multimedia Claim Example IMPORTANT: When returning multimedia product to the authorized service center, make sure you use the packaging and RMA (Returned Material Authorization) provided. NOTE: Do not send these inoperative parts to the service station for repairs: Antenna Speakers Antenna Lead Stand Alone Clocks These parts must be purchased from the PDC. 46

47 Online 1878 Order Process 1. Access FMCDealer.com 2. Click on the "Parts & Service" tab 3. Click on the "OASIS" box, under "Parts & Service Applications" (you are now at the PTS Home Page) 4. Enter a VIN # 5. Click on "Get OASIS" 6. Scroll to the bottom of the OASIS report 7. Click on "Online 1878" in the shaded bar 8. Complete the Online 1878 Form 9. Select an Order Option: a. "Order Now" order is submitted immediately b. "Save to Order Later" order is saved to be ordered at Dealer discretion Audio Multimedia Components - Vendor Responsibility The components listed below are being provided as a guide to assist dealers with specific audio components that have been identified as vendor responsibility and must be obtained from the service center. Note: The parts included in the vendor responsibility list are subject to change w/o notice. Causal Part Description Causal Description Part Cable Asy - Radio Ant LD / IN 18C985 NAV "Brick" Head Unit - requires Denso computer 10E887 NAV Computer - Denso 18D802 Single CD Integrated SDAR with hard drive 10E931 NAV Computer - Denso w/ bracket 18D818 Mechless Audio Control Module 10E945 NAV Kit 18D821 Single CD Audiophile - w/o SDAR Satellite 10E947 Family Entertainment System 18D822 Single CD Audiophile - with SDAR Satellite 10E957 Bracket Assembly for FES 18E243 Electronic Face Plate Monitor/Display 10E970 Family Entertainment System Display 18E245 Electronic Face Plate Assembly 10E987 Navigation Maps - Discs 18K810 AM/FM Radio 10F839 Navigation Display 18K811 CFP/EFP less Sync and with Sync 14B283 TCU Module 18K876 Cassette Radio 14D212 SYNC Generation I/II Modules 18K931 NAV "Brick" 18A802 Electronic Face Plate 18T805 Amplifier 18B849 Amplifier 18T806 Amplifier 18B955 Multimedia Display 19A164 Rear Seat Control 18C804 Enclosure - Subwoofer Assembly 19B131 AM/FM Radio 18C807 Amplifier 19B132 Cassette Radio 18C808 Amplifier - Subwoofer 19B160 18C815 CD Radio 19B163 Clarion/Macintosh CDR for Ford GT 18C830 Changer - CD 19B165 CD Radio 18C833 Magazine - CD Changer 19B176 Amplifier - Subwoofer 18C838 Cassette Radio 4500 Series 19C013 Wireless Headphone Kit 18C849 Changer - CD 19C107 ACM CDR 18C851 Rear Control Unit 19C108 ACM CD6 18C852 Cassette Front Control Unit 19C109 ACM CD6 18C858 Cassette Radio DN101 Taurus 19C116 Multimedia Display 18C868 DM100i Dual Media Radio 19C156 NAV ACM - Next Generation Navigation 18C869 CD Radio 19C157 CDR ACM 18C870 P100i Cassette Radio 19C158 CD6 ACM w/ SDARS 18C874 AM/FM Weather Radio 19C159 CD6 ACM w/ SDARS 18C907 Video Cassette Player 19G278 Family Entertainment System Display 18C919 Remote Control 19G279 Family Entertainment System Assembly 18C956 Enclosure - Subwoofer Assembly 19G323 Family Entertainment System Kit 18C960 DLP 19G375 Family Entertainment System 18C963 DLP 19H449 SD Card 47

48 Battery Replacement 1. Use appropriate Claim Type. 2. Enter the Motorcraft battery part number. 3. Enter the battery amount based on the OE Battery Warranty Reimbursement Schedule. 4. OWS system 5. Enter appropriate condition code. 6. Enter the appropriate scheduled labor operation(s), OWS will enter the valid labor time and extend the dollar amount. 7. Enter the battery tester code in the Test Results section in Battery Code Field. 8. E Battery Code menu of the Test Results section. NOTE: All battery warranty replacement claims in OWS (except for the Escape Hybrid High Voltage Battery claims) must have an OWS battery approval code generated from the Rotunda GR1-190 or GRX-3590 Tester/Charger (including Loyalty Program and Service Part Warranty). Refer to Battery Tester Guidelines later in this section. Battery Claim Example NOTE: Labor and Towing are covered for the full length of the Motorcraft warranty for dealerinstalled batteries. NOTE: Batteries that are damaged or leaking but still test good (i.e., battery tester will not provide an approval code) can be self-approved by the dealership using dealer self-approval code "DDR4". 48

49 Battery Replacement for non-ford Vehicles Battery replacements for non-ford vehicles are similar to replacements made to Ford vehicles. The primary exception being that OWS cannot read a non-ford VIN. Claims filed to Ford are for labor-only if the battery was dealer-installed. 1. Use appropriate Claim Type. 2. Leave VIN field blank. 3. Enter appropriate Sub-Code 4. Enter the Motorcraft battery part number with a Quantity of zero. (Battery is reimbursed through the FAD) 5. Enter labor as actual time. 6. Enter the battery tester code in the Test Results section in Battery Code Field. 7. Enter battery DTC code (without spaces) in the Battery Code menu in the Test Results section. NOTE: All battery warranty replacement claims in OWS (except for the Escape Hybrid High Voltage Battery claims) must have an OWS battery approval code generated from the Rotunda GR1-190 or GRX-3590 Tester/Charger (including Loyalty Program and Service Part Warranty). Refer to Chapter 2 - Battery Tester Guidelines. Battery Claim Example for Non-Ford VIN 49

50 Battery Tester Guidelines - GR1-190/ GRX-3590 Battery Tester/Charger This document is intended to provide you with the information needed to submit battery claims successfully. It covers guidelines for the current approved Ford battery tester - GR1-190 and GRX Battery Tester/Chargers. Always inspect your battery claims for the following two items before submitting them to Ford Motor Company: 1. Verify the OWS approval code has 5 Digits GR1-190 starts with "X" GRX- 2. Verify the DTC Battery Code GR1-190 has 13 Characters, starting with a "0" or "1" GRX-3590 has 7 Characters 3. Enter the approval code in the Repair Information section 4. Enter the battery code in the Battery Code field of the Test Results section 5. Do not enter spaces in the battery code. Do not submit any claim that fails to meet the above requirements. Gr1-190 Battery Tester Code Example 50

51 What if the R.O. has an incorrect Approval Code or DTC Code? GR1-190 & GRX-3590 Battery Tester/Charger keeps the last set of ACES approval codes & DTC codes. Follow the procedure outlined below to retrieve the last test results: Turn the power switch from "Off" to "On" and wait for "Mode" display screen. Press the "Info" button. Use arrow buttons to scroll to "View Test Codes". Use the "Enter" to see the last "DTC CODE". Press "Up/Down" to see the last "ACES CODE". An additional option is to have the Rotunda printer for your tester. This way, you always have a permanent record of the test results and can go back to it at any time. The GRX-3590 has a built in printer and the dealer has the option to print out the test result with the ACES code and DTC. What if my claim is still rejected? 1. Verify that tester has the correct Dealer Code for your dealership It must be in 5 digits, all numerical, e.g , 01234, etc. 2. Ensure the users know how to enter the R.O. number and line number; a. R.O. number must be entered in 6 digits, e.g , etc. b. Line number must be entered exactly the same as it appears on your claim, e.g. 01, 51, 3. Ensure technicians enter the correct "Battery CCA" rating for the vehicle. 4. Ensure users do not mix numbers and alpha characters, e.g. "zero" vs. "letter O", "4" vs. "A"... etc. OE Battery Warranty Reimbursement Table The Reimbursement table is available in FMCDealer.com - Parts & Service / Parts Product Line Information / Maintenance / Batteries / O.E. Battery Warranty Reimbursement Table (located under the Warranty Information) 51

52 Battery Replacement (Service Part Warranty) The defective (replaced) battery must be exchanged with the Ford Authorized Distributor. 1. Use Claim Type Enter the Sub Code "SPW". 3. Enter the complete Motorcraft battery part number. 4. Enter the appropriate Condition Code. 5. Enter appropriate labor operations. 6. If the battery fails and is replaced within the first 90 days of service, a service handling allowance for $2.25 can be claimed. Enter $2.25 using the Misc. Expense code HANDLG. After the 90-day full coverage period, the service handling allowance is not reimbursable. 7. Diagnostic Trouble Code (DTC) is required. Do not enter spaces in the battery DTC. NOTE: Batteries purchased as OTC (over-the-counter) are not eligible for towing and labor reimbursement. Defective OTC batteries must be exchanged with the FAD (Ford Authorized Distributor). SPW Battery Claim Example 52

53 Battery Recharging Refer to the Warranty & Policy Manual Section 3-Battery for policy and coverage. Battery Recharging Example Battery recharging claims do not require an approval code or DTC code from the battery tester. Use Claim Type 11 Claim should be filed for labor only List Motorcraft battery number as the causal part. Do not enter a quantity for the battery. 53

54 Hybrid Vehicle High Voltage Traction Battery Hybrid vehicles are equipped with two different types of batteries. For Motorcraft batteries replaced on these vehicles refer to the "standard" battery claiming instructions. For replacement of the unique High Voltage Traction Battery (base part # 10B759) used in hybrid vehicles, use the following claiming guidelines: Use Claim Type 11 Approval Code ensure a valid 5-digit approval code has been obtained for this repair. High Voltage Traction Battery part # pays at NET, no parts mark-up. Hybrid Battery Handling Allowance HV Traction Battery is eligible for a handling allowance of $600 effective w/repairs dated 1/1/2014 and later. The handling allowance amount is subject to change; (FMCDealer / Parts & Service / Warranty Tab / Important Warranty Information / Powertrain Handling Allowances) Hybrid Vehicle High Voltage Traction Battery NOTE: All dealers must obtain a warranty prior approval before repairing specific components for hybrid vehicles. Refer to the Warranty & Policy Manual, Prior Approval Section 4. Based on your Prior Approval requirements, Labor operation code PRIOR (0.3 hours) may be used on an approved Prior Approval claim 54

55 Brake Rotor Resurfacing and Replacement For resurfacing or replacing rotors, measurements are required to be entered in the "REQUIRED MEASUREMENTS AND RESU is allowed. Measurements can be in millimeters or inches. Resurfacing rotors require usage of the Pro- Cut On-Car Brake Lathe. Replacement of rotors is only allowed when the rotor is broken or there is not enough material to allow turning. Claim entries should include pre and post turn thickness when rotors are turned (resurfaced). Preturn measurements are required for each replaced rotor. Rotor measurements: enter rotor location (left front, right front, etc.) with exact measurement (without the decimal) and indicate millimeters (MM) or inches (IN) after the measurement. Entry examples: Millimeters - left front rotor with 20.2 millimeters =>LF202MM Inches - left front rotor with inches =>LF1234IN Rotor Replacement Example in Millimeters 55

56 Rotor Machining Example in Millimeters Child Seat Tether Anchor Installation "R7C" This complimentary installation program allows participating dealerships to install multiple supplied tether anchor kits at no charge to the customer. The installation offer applies to all Model- Year Ford, Lincoln, and Mercury passenger cars and light trucks that do not have at least one factoryinstalled tether anchor in a rear seating position. Claiming Guidelines NOTE: This program (R7C) does not apply to 2002 & newer vehicles (factory installed). Parts reimbursement for the tether anchor kit(s) will be at the Dealer Price plus the applicable parts allowance for the given model year. Labor reimbursement for installing anchor kits will be at the standard labor operation hours multiplied by the Dealer's approved warranty labor rate in effect on the date of installation. Use Claim Type 13 Sub Code: "R7C" Labor Operations: o A hr for one anchor o B for two anchors o C for three anchors Causal Part Use Child Seat Belt Anchor Kit part number (70613D74 for customer-supplied hardware.) 56

57 Child Seat Tether Anchor Claim Example No anchor hardware kit is available for a few older trucks ( Bronco II and Aerostar, Econoline, and Bronco I) that were designed to use the generic hardware now supplied with most forward facing child seats. For these vehicles, Ford will reimburse Dealers for installation of owner-supplied hardware provided with child seats or the Ford kit (if and when available). Instructions for installing the hardware are included in the Owner Guides and shop manuals for these vehicles. Core - Company Remanufactured Parts Core credits for all parts, including those requested through a FCS-700 tag, are scanned and retrieved by the RCRC and core credit is paid directly to your dealers does not need to be claimed via the Warranty Claiming System. Refer to the Dealer Parts Policy & Procedure Manual located on FMCDealer.com/Parts & Service/Parts Department Tools. Corrosion Repair "S36" The following process is unique to filing a repair covered under the customer's "Corrosion Warranty". Use Claim Type 11 Enter Sub Code "S36" (required) Enter the correct Ford causal base part number and the condition code. o Code to the base part number of the part being repaired or replaced, such as door, fender, hood, bumper. o When more than 2 panels are being repaired use causal part # "ENTRE". total amount of paint scheduled labor hours claimed in the parts quantity field. 57

58 NOTE: Paint material calculation will be based on total paint labor hours X (effective with repairs dated 9/1/2009 & later) per hour, i.e.: Total allowable labor time equals 2.4 hours X (fixed amt. for material) = for material allowance, plus the appropriate parts mark-up. IMPORTANT: Actual time should not be used when calculating paint material if the actual time is being requested for access or panel removal. De-trim operations also should not be used when calculating the paint material allowance. Enter the Condition Code "D7" for corrosion repair non-aluminum panels. Enter the paint labor operation number, OWS will fill in the scheduled time and amount. o If "B" time is required, enter amount of clocked time. Corrosion Repair Claim Example Coupon Programs (Regional) There are various marketing programs used to provide a service or compensation to a customer in the form of a "coupon". The following are the basic guidelines that should be followed when requesting reimbursement for a "coupon" received from a customer. NOTE: This process does not apply to the ESP Rental Coupon Program "RCR". 1. Use Claim Type Sub Code Enter appropriate sub code as listed on the coupon 3. Customer Concern Code "A99" 4. Condition Code "82" 5. Customer Comments enter type of coupon requested 6. Causal Part - "COUPON" 7. Enter Miscellaneous Expense Code "COUPON" for the amount allowed by the coupon IMPORTANT: Coupon Programs are for Ford and Lincoln vehicles only. These coupons cannot be used for competitive-make vehicles. 58

59 Delay in Submitting Repair (Parts Not Available) Follow these instructions when a repair is delayed because parts are not available and/or are back ordered. NOTE: Retain all documents showing that: The parts were not received and the repairs were not completed until after the vehicle warranty period expired. The parts were ordered within the vehicle warranty period. When submitting repair, enter the following statement in the Description of Concern Area: Repair submission delay due to (use one) part not available (or) part back-ordered. Repair completed on Important: For a repair order involving a deductible with two line items and one of the items has - repair date and distance as the original repair visit that the deductible amount was satisfied on. If you do not, the system will view this as another repair visit and subtract a deductible amount from the new repair order. Some dealerships may choose to keep a log for delayed repairs. Warranty claims are prepared later when repairs are completed. Log information, claim preparation, and document support must follow all guidelines. NOTE: Submit only one repair for diagnosis, installation and part(s) when the repair is completed. By -126 claiming of diagnostic labor. Delayed Repairs Exceeding Submission Time Limits In the event that a delayed repair exceeds the existing 30-day submission time limits, use the dealer self-approval code for an additional 60 days submission time (total of 90 days). DDET Authorizing claim submission beyond 30 days for an additional 60 days for any reason. Extended submission time applies only to the following claim types: o ALL Warranty claims (including Misbuilt) o ESP and QFC claims o Field Service Action claims If the repair is NOT eligible for dealer self-approval OR the repair is beyond the 90 days (total) provided with dealer self-approval a request for late submission approval must be submitted to the Submission Time Limits (STL) Board. Refer to the W&P Manual, section 5. The (STL) Review Board link can be accessed via the Dealers Ask Ford tool on FMCDealer. 59

60 DIAG Repairs DIAG is a causal part number used for claiming technician time for diagnostics when no repair is customer concern is not drivability related and the concern cannot be verified, using Claim Type 11, follow the no problem found (NPF) guidelines. See Appendix for DIAG Drivability Customer Concern Codes. DIAG must not be claimed: As an ESP claim (not reimbursable). When the cause has been identified and the part is not available to complete the repair. Standard labor operations for diagnosis time should be claimed when the repair is completed. For vehicle inspections when the customer has not identified a specific drivability complaint (e.g., Add-On Repairs). On dealer-owned vehicles such as new inventory, unsold used vehicles, and dealer daily rental units unless some drivability symptom was reported by a customer. To reprogram the Powertrain Control Module (claim as indicated via technical service bulletins). DIAG Claim Example 60

61 Diagnosis Reimbursement for non-ford Powertrain Components Caterpillar & Cummins engines and Allison transmissions) on F650/750 series trucks F650/750 Medium Duty Truck customers should be instructed at the time of sale to first contact their Ford Dealer for any of their service needs including service on non-ford powertrains (Caterpillar, Cummins, Allison). The Ford dealer will determine warranty coverage, perform diagnosis and coordinate any necessary sublet repairs. DIAGNOSIS FOR NON-FORD POWERTRAIN COMPONENTS In some cases it may not be obvious to the service department that the vehicle may need to be sent out to Caterpillar, Cummins or Allison for repair. This will subsequently require the dealership to perform limited diagnosis to determine the root cause and ultimate repair responsibility. In these instances dealers should file a warranty claim as described below. NOTE: This unique diagnosis reimbursement is only eligible for dealerships that are currently not authorized to repair Caterpillar/Cummins engines or Allison transmissions. This diagnosis is not applicable to any other engines or manual transmissions. CLAIMING INSTRUCTIONS Entries required for claiming diagnosis when necessary for non-ford powertrain components. CLAIM TYPE = 11 CAUSAL PART = "DIAGNF" (no parts cost allowed) LABOR OPERATION = "DIAGNF" (this labor operation is to be considered as actual time) LABOR TIME = up to but not to exceed 1.5 hours CONDITION CODE 82 DIAGNF Claim Example 61

62 Emergency Repairs Claiming: Claim Type 11 Enter the Ford base part number as the causal part. Enter the part as "OSP" with the net amount. File the following support documents for this claim: The outside parts purchase invoice national part status (e.g., DOES II screen print-out) - -of-stock For ALL Emergency repair situations where a Reman part or non-ford part is used for the repair, the following information MUST be entered in the Description of Concern area of the repair form and MUST be entered in OWS: The reason for using a Reman part or a new non-ford part. vice management that authorized the use of the Reman assembly or non-ford part. NOTE: Freight/transportation charges are not reimbursable except for Ford 650 & higher series truck for related freight or emergency order charges from Cummins or Freightliner. Claim freight charges at cost using Misc. Expense code FRGHT. Emergency Repair - Claim Example 62

63 Emergency Repairs (Surcharge) Dealers can place emergency orders through DOES II to receive a part overnight. DOES II will attempt to match the information entered in DOESII with the warranty claim that is the Parts Assistance Center On-line via FMCDealer.com. Emissions Warranty Coverage is dependent upon the following criteria: Year Vehicle GVW (for trucks) Engine type (Gas/Diesel) PZEV or AT-PZEV (Hybrid) Time in service & mileage State registration (to determine Federal/California eligibility) Vehicle Certification (as identified on the VECI Label and OASIS) Emissions Sub Code S10 This sub code is applicable to emissions parts replaced due to vehicle failure of a State required emissions inspection test. NOTE: Normal Emissions defect warranty does not require the sub code to be entered; OWS will automatically identify any applicable coverage. Example: A vehicle registered in CA has 71,000 miles and the part replaced in on the 7/70 list. The repair is still eligible for the Federal 8/80 coverage; OWS will automatically apply the Federal coverage. Exception to this rule; Trucks registered in California with a GVW greater than 14,000 are not eligible for 7/70 or 8/80 coverage. * including vehicles in states that have adopted California Emissions Regulations. Emission Claiming Examples 1. Claim Type Sub code enter only if the vehicle failed the State emission test (S10). 3. License Location the two-digit state code must be entered from the vehicle license plate. 4. Causal part Verify part eligibility via the Parts Coverage Directory. 63

64 Standard DEFECT Emissions Claim Example PERFORMANCE Emissions (S10) Claim Example 64

65 Examples of Emissions VECI Labels The following are model year examples of the various VECI (Vehicle Emissions Controls Information) labels. California Emissions Certification label 50-State Certification label PZEV and AT-PZEV Vehicles California (and states adopting California Emissions Warranty) Partial Zero Emission Vehicles (PZEV) and Advanced Technology Partial Zero Emission Vehicles (AT-PZEV) have extended coverage on emission related parts. Refer to Warranty & Policy manual for details. PZEV & AT-PZEV vehicles are identified on the VECI label. PZEV Vehicle Certification label AT-PZEV Vehicle Certification label 65

66 Environmental Fallout (Acid Rain) "R23" Claim Entries: Claim Type 13 Sub Code "R23" Condition Code "C8" for Industrial/Environmental Fallout Labor Operation "P801" Environmental Fallout Claim Example Ford Remanufactured Engine/Transmission Assemblies Claiming: 1. Claim Type Enter the complete part number (prefix, basic and suffix) Enter the Dealer EXCHANGE PRICE in the Unit Price column (current prices are listed in the Parts and Accessories Price List). 5. Assemblies do not receive parts markup. 6. Enter appropriate the condition code. 7. Enter the appropriate labor operations. 8. Enter repair/technician comments and Customer Concern Code. 9. Enter the appropriate Part Handling Allow (see FMCDealer.com / FCSD / Warranty / Cost Cap tool & Reference Charts on right-hand side of the web page for current engine and transmission handling allowance amounts). NOTE: Core allowances for PRICED exchange assemblies are NOT entered on a warranty claim. The core allowance credit for all core obtained from a New Vehicle Warranty, ESP, Loyalty Program, Service Part Warranty, or retail repair. 66

67 REMAN Assembly Claim Example Note: Tech Hotline Prior Approval is required. Prior approval is not required for Manual Transmission Replacements. Fuel Shortage "L63" New Vehicle Dealers are automatically reimbursed twice per month on their Dealer Payment Statement for the Full Tank of Fuel Program. They are reimbursed for the difference between the PLANT FILL and the TANK CAPACITY. Warranty claims should not be submitted to fill the tank. Use the following procedure for fuel reimbursement when vehicles are delivered with less than the amount of fuel as identified on the Fuel Capacities Chart posted on FMCDealer / Parts & Service / Warranty Guidelines / Warranty Related Links. To determine a shortage, fill the tank and make the calculation (capacity fill) to find how much fuel was in the tank from the plant see the Fuel Capacities Chart referenced above for tank capacity. Compare this with the "Dealer Fill" amount as shown on the Fuel Capacities Chart. If the amount of fuel equals the dealer fill amount, there is no shortage. If there is ales amount of fuel, claim the shortage. Retain the receipt with the dealer copy of the claim. 67

68 NOTE: Vehicles are shipped with 2 extra gallons of fuel to account for consumption during shipping. Most likely, you will have more fuel in the tank than the invoice states, so a shortage is unlikely. Do not try to estimate a shortage by reading the fuel gauge. Claim Type = 13 Sub Code = L63 Customer Concern = A99 Condition Code = 51 Customer comments = appropriate comments Tech comments = appropriate comments Part = FUEL Quantity = enter quantity in whole gallons/liters (round tenths to the nearest whole number). Multiply the number of gallons/liters times the price per gallon/liter and enter in the Total field. PARTS MARKUP DOES NOT APPLY. Fuel Shortage Claim Example Handling Reimbursement Ford new and remanufactured engines and transmissions receive a fixed handling allowance. These assemblies are not eligible for the normal parts mark-up unless otherwise notified by the Company. Use Claim Type 11. Enter the appropriate Part Handling Allowance as miscellaneous expense code Refer to the Powertrain Handling Allowance Reference Chart for the most recent handling amounts at FMCDealer / Parts & Service / Warranty Tab / Important Warranty Information / Powertrain Handling Allowances 68

69 Handling Reimbursement Claim Example Reimbursable Handling Conditions Handling is only reimbursable under the following conditions: Engine Assembly replacement (base # 6006, 6007, 6009, 6012, 6V006*, 6V007*, 6V009*, 6V012* only) Transmission Assembly replacement (7000, 7002, 7003, 7V000* only) Hybrid Vehicle High Voltage Traction Battery (10B759) Service Installed Battery repair Field Service Action (Recall or Customer Satisfaction Program) only when instructed as part of the FSA 69

70 Harley-Davidson F-150 Supercharger Ship thru Program (Saleen) The following instructions are provided for repairs to the unique component on the Harley-Davidson F- 150 Ship Thru Program as provided from Saleen. Repairs Done at Dealerships In order to acquire the part and make repairs to the F-150 Harley-Davidson Supercharger, the dealership must call Saleen, (800) , in advance of repairs to receive a special warranty authorization code. Warranty Verification The OASIS system will have the following notation for all F-150 Harley-Davidson Ship Thru vehicles: UNIQUE HARLEY DAVIDSON TRUCK - NOT ELIGIBLE FOR 5/60 PT WTY" NOTE: These vehicles ARE NOT eligible for the 5 year/60,000 mile Powertrain Warranty. Unique SALEEN Parts & Labor Operations Part # Part Description Labor Operation B14553 Supercharger Kit MT Warranty Claiming Process and Unique Saleen Parts Ordering Instructions If you have questions call Saleen Inc. at (800) Dealer must obtain parts from Saleen when you call in for prior approval. Claim Type 11 Enter Causal part as "SALEEN". Enter approval code obtained from Saleen (800) in the Approval Code field. Enter total Saleen part amount as "OSP", DO NOT enter the Saleen part number. For labor reimbursement, use the Saleen Part# with "MT" (actual time) in front of the number as the labor operation "MT081607", or use OSL if the repair is sublet. 70

71 HARLEY-DAVIDSON F-150 Supercharger Ship-Thru Program Claim Example NOTE: All other Ford Powertrain repairs should be filed as a normal warranty claim. Special coding above applies to unique Saleen components only. Post Repair Requirements 1. Attach documentation to customer file 2. Retail customer invoice/receipt for the original purchase and installation of the failed part. 3. Retain supporting documentation for minimum of one year. 4. Failed parts are to be maintained in accordance with FCSD parts retention policies If you have questions contact Saleen at (800) NOTE: If the repair work is sublet, OSL can be submitted in lieu of the recommended actual time operation listed above. 71

72 In-Transit Loss and Damage Claim Entries Use Claim Type 51 Sub Code: "TD" In-Transit Loss / Damage Code: see Appendix Carrier Code: see Appendix Carrier Delivery Document Number: Enter the delivery document number Convoy Delivery Date: The date the vehicle was DELIVERED to the dealership Customer Comments: Explain the In-Transit damage to the vehicle Technician Comments: Explain the repair to fix the In-Transit damage Do not enter parts as Outside Labor (OSL); parts should be entered separately or as an Outside Purchased Part (OSP). Causal Part: not required for an In-Transit claim In-Transit Claim Example After submitting the information, file the repair set with the supporting documents attached in the Customer Service File. Details can be found in the Warranty & Policy Manual Section 2. For repairs greater than $500, fax, attach to RO or the Bill of Lading/Delivery Receipt, Repair Estimate, OSL bill, concealed/sti notification and a copy of the Claim Status Report (when available). To assist Claims assessing, fax, attach to RO or support documentation within 24 hours after claim submission. This documentation must be received within 30 days of OWSI submission of the completed repair. Failure to comply will result in a chargeback of the repair and will be reflected in the Claim Status Report and the Daily/Monthly Account Posting. one number: mail your paperwork, use either of the following addresses: o FORDCLAIMSFAX@VASCORLTD.COM o FORDCLAIMFAX@VASCORLTD.COM NOTE: Dealers that submit repairs directly to the carrier may not file an In-transit Loss and Damage claim in OWS. 72

73 Transportation Damage Claim Chargeback Reversal Request Form Cover Sheet Current Date Dealer P/A code Dealer Name Dealer State Dealer Contact Information Name Phone Number EXT: FAX Number VIN Repair Order Number Explanation of why the chargeback should be reversed!!important!! Please do not attempt to appeal a Transportation Damage Claim (TDC) chargeback using the OWS process. Transportation Damage Appeals must be in writing. If you have any questions concerning this process call

74 Lifetime Service Guarantee Repair / Lifetime Warranty Coverage Use Claim Type 21 VIN is optional for LSG Program. Enter LSG in the Sub Code field. Enter the original repair order number in the Original Repair Order Number field. Enter accrued distance from the original installation in the Elapsed Odometer field. Enter date of original repair in the Install Date field. LSG Claim Example IMPORTANT: The Lifetime Service Guarantee program was discontinued as of January 1, Repairs performed prior to January 1, 1992 under the Lifetime Service Guarantee program will continue to be eligible for lifetime coverage under the Lifetime Service Guarantee program using the guidelines outlined below. The LSG Hotline phone number is no longer in service; it is the customer responsibility to provide proof of LSG coverage (i.e., stamped paid receipt) Lifetime Refund/Emergency Repair Use Claim Type 21 Enter LSG in the Sub Code field. Complete the Description of Concern area as follows: o o the emergency repair. Enter the date of the original repair in the Install Date field in Repair Information area. Enter the original repair order number in the Original Repair Order field in Repair Information area. Enter the total amount of the Refund/Emergency repair invoice on the refund amount line in the Miscellaneous Expense line. Enter the Ford Basic Part Number line. Condition code to the Ford Basic Part Number. NOTE: Parts allowance is not reimbursable on this repair. IMPORTANT: Repairs which cannot be claimed for 74

75 Lifetime Refund/Emergency Claim Example Lifetime Portability Repair If a customer has moved or is traveling, and is over 50 miles from the original repairing dealer, he may go to any Ford or Lincoln-Mercury dealer and have an eligible LSG repair performed. The second dealer submits an LSG Portability Repair. Enter Claim Type 21 Enter P33 in the Sub Code field. Enter the date of the original repair in the Install Date field in Repair Information area. Enter the original repair order number in the Original Repair Order field in Repair Information area. Enter labor operation NOTE: The LSG Hotline phone number is no longer in service; provide proof of LSG coverage (i.e., stamped paid receipt) NOTE: Applicable parts allowance is reimbursable on this repair. 75

76 Portability Claim Example Loyalty Programs (Ford Loyalty & Lincoln Loyalty) Dealer Authorized (P18) / Customer Relationship Center Authorized (P11) Dealerships have authority to approve warrantable type repairs beyond the applicable coverage for a customer under the Loyalty Program. Refer to the Warranty & Policy Manual for the complete policy guidelines for the Loyalty Program. Use Claim Type 13 IMPORTANT: Loyalty Program claims are not eligible for On-line or web-based appeal submission. Sub Codes P18 Dealer authorized Loyalty Program within Dealer authority limits P11 Customer Relationship Center (CRC) authorized Loyalty Program NOTE: In some cases the Customer Relationship Center (CRC), CSM or Zone Mgr. may provide an alternate Sub Code for the claim (i.e.p15, P19, GSM etc.)enter as appropriate with approval code provided. IMPORTANT: FMC360 Case Number is required for all Loyalty Program claims, except for transportation assistance (loaner or shuttle). 76

77 Refunds - Ford Loyalty & Lincoln Loyalty Example showing the appropriate way to submit: Use Claim Type 13 Sub Code "P18" or "P11" Approval Code no approval code required for P18 Customer Concern Code Enter appropriate CCC Condition Code Enter appropriate CC Enter Dealer and Customer Participation as appropriate. Tech Comments include FMC360 Case Number and reason for Refund Causal Part Enter valid causal part from affected repair. Miscellaneous Expense Code "REFUND" Ford Loyalty & Lincoln Loyalty Refund Claim Example NOTE: Refund claims can be submitted under the Loyalty Program within the vehicle warranty period. IMPORTANT: Loyalty Program claims are not eligible for On-line or web-based appeal submission. 77

78 Shuttle Log Dealers are no longer required to complete a shuttle registration or shuttle utilization form which Claim Type 13 Sub Code P18 Customer Concern Code "A99" Condition Code "82" Causal Part SHUTTLE Miscellaneous Expense Code SHUTTL Num of Days Enter total number of shuttle days used during the prior month NOTE: Shuttles must be a Ford vehicle within 3yr/50,000 miles from warranty start date. Shuttle Log Claim Example Approved Vehicle Payment - Ford Loyalty & Lincoln Loyalty Example showing the appropriate way to submit that has been pre-approved by the Customer Relationship Center (CRC): Claim Type - 13 Sub Code P18 (no approval code needed) or P11 (Customer Relationship Center (CRC) authorized Loyalty Program with approval code) Approval Code Enter 5-digit approval code from Customer Relationship Center Customer Concern Code "A99" Condition Code "82" 78

79 Technician Comments include FMC360 Case Number Causal Part - "VEHPAY" Miscellaneous Expense Code "VEHPAY" down) Enter Dealer/Customer Participation as appropriate. NOTE: The Causal Part MUST match the Miscellaneous Expense Code submitted. Ford Loyalty & Lincoln Loyalty Vehicle Payment Claim Example NOTE: CRC approved Vehicle Payment claims can be submitted under the Loyalty Program within the vehicle warranty period. IMPORTANT: Loyalty Program claims are not eligible for On-line or web-based appeal submission. Customer Notification Form - Ford Loyalty & Lincoln Loyalty Program Dealerships are required to complete and retain a customer signed Loyalty Program Customer Notification Form. This form should be attached to the applicable repair order and retained in the customer service file for all Loyalty Program transactions. A blank copy of the Customer Notification Form is also included in the Appendix of this manual. NOTE: Loyalty Program claims with unsigned or missing Customer Notification Forms are subject to audit review. 79

80 Ford Loyalty Program (P18 Claim Submission) Dealer authorized Ford Loyalty claims should be submitted the same as a "normal" repair using Claim Type 13. The only "unique" entry requirements are the Sub Code "P18" and the FMC360 case number. P18 Claim Example (Ford Loyalty Program) NOTE: No approval code is required for a P18 repair. IMPORTANT: Loyalty Program claims are not eligible for On-line or web-based appeal submission. 80

81 Rental or Consequential Expense - Ford Loyalty Example showing the appropriate way to submit: Use Claim Type 13 Sub Code Enter appropriate sub code (P18 or P11) Approval code no approval code required for P18 (P11 requires an approval code from the CRC) Customer Concern Code "A99" Condition Code "82" Enter Dealer and Customer Participation as appropriate. Tech Comments include FMC360 Case Number (not required for rental) Causal Part - Use the appropriate Causal Part: o "RENTAL" o "CONEXP" Miscellaneous Expense Code Enter the appropriate code for the expense that is being submitted o Rental vehicle = "RENTAL" - Enter the number of days in the quantity field and the $ amount in the Total field. o Consequential expenses = "CONEXP" o Rental only benefits provided to a non-franchise warranty service customer (i.e. Lincoln customer at a Ford Franchise) may be claimed when the number of rental days is 1-3 days. CRC approval is required for rental days for 4 days or more and all after-warranty requests. NOTE: The Causal Part MUST match the Miscellaneous Expense Code submitted NOTE: Rentals / Consequential Expenses can be submitted within the vehicle warranty period. IMPORTANT: Loyalty Program claims are not eligible for On-line or web-based appeal submission. Ford Loyalty Rental Claim Example 81

82 Ford Loyalty & Lincoln Loyalty CONEXP Claim Example Fleet Customers - Ford Loyalty Program Commercial Vehicle Operations (CVO) has separate authority to provide Ford Loyalty assistance for Major fleet accounts (i.e., Hertz, U-Haul, Penske, etc.) NOTE: P18 or P11 should be used for small business/commercial use customers (minor fleets). Fleet Ford Loyalty Program Sub Codes Sub Code Approval code type Fleet activity W01 "Y" Fleet Zone Managers / Fleet Mgrs. W02 "Y" Fleet Service Hotline W06 "Y" Motorhome Hotline W08* "Y" Quality Fleet Care* PFM "Y" Sales & Marketing Mgr. / CVO Mgr. * W08 is the only Ford Loyalty Sub Code to be used for vehicles enrolled in Quality Fleet Care when approved by a CVO representative. Fleet Ford Loyalty claims should be submitted following the same process as previously described for a normal Ford Loyalty (P18) claim. 82

83 Lincoln Loyalty Program (P18 Claim Submission) Lincoln Only & Dual Franchised Dealers Dealertwo examples show how to submit a P18 claim under the Lincoln Loyalty Program during or after new limited vehicle warranty or when the only item on the claim is the miscellaneous expense. Lincoln and Mercury vehicles are eligible for Lincoln Loyalty funds and benefits, Ford vehicles are not eligible for Lincoln Loyalty fund benefits. Use Claim Type 13 if applicable. IMPORTANT: Loyalty Program claims are not eligible for On-line or web-based appeal submission. P18 Claim Example (Lincoln Loyalty Program) 83

84 Rental, Surprise/Delight and Consequential Expense - Lincoln Loyalty Program Claim Type - 13 Sub Code Approval Code ( code from the CRC) Customer Concern Code A99 Condition Code 82 Tech Comments include the FMC360 Case Number (not required for rental) Causal Part use the appropriate causal part: o RENTAL o CONEXP o GIFT Miscellaneous Expense Code enter the appropriate miscellaneous expense code for the expense that is being submitted. o RENTAL - rental vehicle (rental reimbursement rules apply) o CONEXP consequential expenses o GIFT surprise and delight (i.e., gift certificate) Lincoln Loyalty Program Rental Example 84

85 Lincoln Loyalty Program CONEXP Example Lincoln Loyalty Program Gift Example 85

86 Pick-up and Delivery - Lincoln Loyalty Program Claim Type - 13 Sub Code enter the appropriate sub code Approval Code ( approval from the CRC) Customer Concern Code A99 Condition Code 82 Tech Comments include the FMC360 Case Number Causal Part use th for up to 1.0 hours Lincoln Loyalty Program MTDELIVERY Example Misbuilt Vehicles Cars and Light Trucks Misbuilt vehicle repairs are to be submitted to Ford via OWS On-line system. Sub Code MVC is required, and only Condition Code 38 (wrong part) or 39 (missing part) should be used. Misbuilt vehicles are not built correctly or not built as ordered (i.e., missing option/equipment or incorrect parts). When starting a repair, refer to the following examples: General Misbuilt Procedure for most repairs Missing/Wrong Owner Guide unique coding for owner guide replacement Repairs Over $1,500 prior approval required Option Credit Procedure for refund or re-invoice Audio Procedure for radio repairs Misbuilt Tire Procedure for tire repairs 86

87 Misbuilt Condition Timing Guidelines The timing allowed for dealer identification of Misbuilt conditions is 90 days from receipt of the vehicle by the original ordering dealer. Effective with claims dated 9/1/2009 and later; Misbuilt claims must be submitted for payment within 30 days from the date of repair. Misbuilt Vehicle Repair status is available via the Repair Register. You may receive any one of the following responses: Paid Denied (paid at $0) Returned (dealer action required) Chargeback Questions should be directed to Misbuilt Vehicle Claims by Clicking "Help/Contact Us" at the top right corner of FMCDealer.com. Click the link to enter "Dealers Ask Ford" OR call Menu Option 2. Part Not Available In some instances certain parts may not be available or may be on back-order for new vehicles. Under these circumstances Contact your dedicated Customer Service Manager, member of your Customer Care Team. Missing Items On Loose Item Checklist Missing items subject to theft or loss, which are noted on the Loose Item Checklist, are carrier responsibility and should be claimed as In-transit loss and damage, not as a misbuilt vehicle claim. Mis-invoiced Vehicles For situations that the dealer/customer has decided not to correct a verified misbuilt condition, the dealer can request that the vehicle be re-invoiced. Mis-invoiced vehicles are those with invoice problems only. Standard Equipment For standard equipment that has been invoiced as optional equipment, fax or mail a letter to: Ford Motor Company Vehicle Billing Section P.O. Box 6235 Dearborn, MI FAX (313) Optional Equipment Vehicle qualifies for certain value option discount, but receives lesser value option discount. Invoiced for an option not ordered or received. For re-invoicing requests for optional equipment, dealers should contact the Misbuilt Vehicle Claims department by Clicking "Help/Contact Us" at the top right corner of FMCDealer.com. Click the link to enter "Dealers Ask Ford" OR call Menu Option 2. 87

88 Misbuilt General Procedure Use Claim Type 14 Condit Parts: Enter complete part number(s) part name(s), quantity and dollar amount. Labor: Enter appropriate Labor Operation Number(s), from the Ford Service Labor Time Standards Manual. If work is not performed at dealership, use equivalent Ford labor time standard or actual time. Comments: Enter misbuilt condition indicating what option was ordered (provide option code from Dealer Order Receipt Acknowledgement) and what option was received or what equipment is incorrect or missing. MVC General Procedure Claim Example Misbuilt Missing/Wrong Owner Guide/Manual For missing or wrong Owner Guides, file a misbuilt claim (unless the missing Owner's Manual is listed on the Loose Items Label, then file a Loss & Damage claim with the Carrier) causal part with appropriate comments. Missing or wrong Owner Guides must be ordered through Helm at Use Claim Type 14 Part cost: List actual cost of Owner Guide as "OSP" on the Misbuilt claim. Comments: Enter misbuilt condition indicating whether the owner guide is missing or incorrect. 88

89 Misbuilt Repairs over $1,500 Prior Approval Required The procedure below applies to repairs that exceed $1,500 in total. These repairs must have an approval code supplied by the Misbuilt Vehicle Claims department. Repairs exceeding $1,500 without prior approval will be returned unpaid. Contact Misbuilt Vehicle Claims department by clicking the link to enter "Dealers Ask Ford" OR call Menu Option 2. Use Claim Type 14 Approval Code: Enter approval code obtained from Misbuilt Vehicle Claims Dept. Comments Area: Enter misbuilt condition indicating what option was ordered (provide option code from Dealer Order Receipt) and what option was received or what equipment is incorrect or missing. MVC Prior Approval Claim Example Misbuilt Option Credit Procedure Use Claim Type 14 Comments Area: Enter misbuilt condition indicating what optional equipment was not received on the vehicle along with option code originally ordered from the Dealer Order Receipt Acknowledgement (DORA). You must indicate that re-invoicing is required in order to receive an updated vehicle invoice. NOTE: If an adjusted invoice is processed, a new invoice will be issued and the credit for the option will appear on the Dealer Payment Statement. No credit will be issued through OWS. 89

90 MVC Option Credit Procedure Misbuilt Audio Procedure Before filing a repair for an incorrect or missing radio, obtain a proposed radio exchange price. An exchange price is not required if a radio is missing and a faceplate is received. Use Claim Type 14 Sub Code: Parts: Enter base part number for correct radio. Enter cost for unit as OSP on a separate part line. Repair Description Area if a radio faceplate was received. Labor: o o Enter Labor Operation Number(s), Scheduled Time(s) from the Ford Service Labor Time Standards Manual and Labor Amount(s). If the work was not performed at the dealership, use equivalent Ford labor time standard or actual time. Comments: Enter misbuilt condition indicating what type of radio was ordered along with option code originally ordered from the Dealer Order Receipt Acknowledgement (DORA). If Condition Code 39 is used, indicate if a radio faceplate was received 90

91 MVC Audio Claim Procedure Misbuilt Tire Procedure For dealerships that are not enrolled in the Ford Tire Program (ATW - Around the Wheel), before filing the repair, obtain the tire exchange price from a local tire dealer and enter the exchange price in dealer participation field. Use Claim Type 14 MVC Parts: TIRE Tire DOT codes: Enter in Replaced Tire DOT Code or Replacement Tire DOT Code field in the Test Results area, as appropriate for missing spare). A99 Labor Area: o o Enter Labor Operation Number(s), Scheduled Time(s) and Labor Amount(s). If the work was not performed at the dealership, use equivalent Ford labor time standard or actual time. Comments: Enter misbuilt condition indicating what type tire was ordered and what type tire was received in the Description of Concern area. Indicate number of tires that were incorrect. Dealership Participation: For non-atw dealers, an exchange price for the incorrect tires must be entered in the Dealer Participation Field or the claim will NOT be considered for payment. This credit should be the amount the wholesaler is giving as an exchange, or comparable market value for that size/type tires. 91

92 MVC Tire Procedure Claim Example NOTE: DOT Codes are required to be entered in the REPLACED TIRE DOT CODE and REPLACEMENT TIRE DOT CODE fields of the Test Results section as required when filing a Misbuilt claim for Tires. Missing tires require the new DOT code; incorrect tires require both old and new DOT codes. 92

93 No Problem Found (NPF) Repairs NPF is used for claiming technician time for abnormal diagnostics when no repair is performed and the non-drivability related customer concern isn't verified. For drivability issues refer to the DIAG repair procedure. Refer to the Warranty & Policy Manual for the complete policy guidelines. Use Claim Type 11 NPF Enter the condi 82". NPF NOTE: NPF labor time cannot exceed 1.5 hours. All NPF claims must be time recorded by Service Management and a full explanation is required in the Tech Comments area. Enter the appropriate non-drivability Customer Concern Code. NPF labor may NOT be claimed for any of the following circumstances: For vehicle inspections when the customer has not identified a specific product complaint. For diagnosis of dealer owned vehicles, such as stock units, used cars and rental units. For use with any EEC diagnosis related concerns. ESP repairs are NOT eligible for NPF labor. For drivability repairs. NPF labor CAN be used for poor fuel economy issues that are not drivability related. NPF Claim Example 93

94 Outside Purchased Parts (OSP) and Outside Labor (OSL) Outside Purchased Parts or Outside Labor are not bound to a specific Claim Type or Sub Code. This may be added onto the existing Claim Type. PARTS (OUTSIDE PURCHASED PART) Enter OSP in the Part Number field. Enter the quantity, and actual cost. Enter invoice # from the sublet invoice. o o Payment for non-ford parts (when comparable Ford parts are available from the Company) is based on actual cost, not to exceed the Dealer Price of the comparable Ford part, plus the applicable parts allowance. Payment for non-ford parts (when comparable Ford parts are not available from the Company) is based on actual cost plus the applicable parts allowance, if the cost is reasonable. Enter the basic part number of the comparable Ford part below the OSP entry to indicate the causal part. Enter the appropriate Customer Concern Code and Condition Code. IMPORTANT: The designation OSP should not be used for a new or Ford Remanufactured assembly obtained through Ford. LABOR (OUTSIDE LABOR): Enter the labor operation information. o o o o Use either the operation listed in the Ford Service Labor Time Standards Manual or OSL. When there is a comparable Ford Service Labor Time Standards Manual operation, either the standard operation or OSL may be used. If OSL is used, the OSL amount cannot exceed the standard labor operation amount. When OSL is used, enter OSL in the Labor Operation field and enter the actual labor cost in the amount field. Enter the invoice # from the sublet invoice. When a repair to a radiator, heater core, vinyl roof, or soft trim is sublet to a specialty shop that does not have pickup and delivery service, enter 10 percent of the sublet invoice labor The sublet invoice must contain an itemized repair description. NOTE: Outside Purchased Parts and Outside Labor must be listed separately in the appropriate areas on repair order one combined parts and labor entry is not acceptable. IMPORTANT: Warranty repairs sublet to an outside repair facility that is owned (in part or entirely) by the dealer (e.g., offsite body shop) may not be claimed as a sublet repair. The proper claim preparation is as follow: o Ford Service Labor Operations must be claimed with the dealers approved warranty labor rate. o o A complete description of the work performed. 94

95 OSL/OSP Claim Example Example Using Ford Part Number and Labor 95

96 Paint Repairs Paint labor hours are reimbursed based on the quantity and price shown in the Ford Service Labor Time Standards Manual plus applicable parts allowance purchase. Enter the correct Ford causal base part number and the condition code. o o o regardless of source or amount of Code to the base part number of the part being painted, such as door, fender, hood, bumper. When 2 or more panels are being painted use causal part # "ENTRE". Do not code the repair to the emblems that are being replaced in the course of the repair. total amount of paint scheduled labor hours claimed in the parts quantity field. Note: Paint material calculation will be based on total paint labor hours X per hour, i.e.: Total allowable labor time equals 2.4 hours X (fixed amt. for material) = for material allowance, plus the appropriate parts mark-up. IMPORTANT: Actual time should not be used when calculating paint material if the actual time is being requested for access or panel removal. De-trim operations also should not be used when calculating the paint material allowance. Enter the paint labor operation number, OWS will fill in the scheduled time and amount. When performing paint refinishing or stripping and refinishing repairs, it is acceptable to claim the basic paint preparation and equipment cleaning operations with the paint operation(s). Either P101 (single color) or P102 (dual color) can be claimed where appropriate. 96

97 Paint Claim Example 97

98 Sublet Paint Repair For sublet (OSL) paint repairs, when there is a comparable Ford Service Labor Time Standards Manual operation, either the standard operation or the actual OSL amount may be claimed. If the actual OSL charge is claimed, the OSL amount CANNOT exceed the standard operation amount at De-Trim Labor Operations When performing a paint repair, the area should be de-trimmed where appropriate. View the de-trim matrix charts on the SLTS web site for details. Repairs are eligible for corresponding de-trim 98

99 Paint Stripping Labor Operations Paint require stripping down to e-coat for 50% of the panel or more and refinishing. Most paint defects do not require major stripping and therefore are not eligible to claim the Stripping & refinishing operations CD or web site for complete details. Conditions that are allowable for paint stripping labor operations are as follows: Customer Concern Codes: Condition Code: F06 Peeled Paint P4 Thick/Cracked Paint F10 Paint Spray over body finish F25 Rust (perforation) Reacquired Vehicles (RAV) This procedure applies to U.S. RAV Repair Facility Dealers only Required Vehicle Inspection RAV Repair Facility Dealers USE THEIR SECONDARY P&A CODE Perform a vehicle inspection and complete: o The Reacquired Vehicle (RAV) Resale Inspection Checklist (Form FCS-8522) o The Reacquired Vehicle Resale Disclosure and Warranty Notice (Form FPS-8520) Note: Form FCS-8522 needs to be completed prior to the vehicle being delivered to a Ford or Lincoln Dealer. The first retail owner (after the repurchase) must review and sign Form FPS-8520 at the time of sale. This document also activates the RAV Warranty (12 months/12,000 miles). Complete a repair order to claim one hour of labor at the dealer's warranty labor rate for the inspection. Non-RAV Facility Repair Dealers are not eligible for the one hour inspection allowance for vehicles processed through a Ford Pre-delivery Center, Authorized RAV Repair Facility or RAV's purchased at auction. Submit the repair order for the vehicle inspection via OWS (claim preparation below) Mail Region copy of the Disclosure and Warranty Notice, Form FPS-8520 to: Ford RAV Headquarters W. 12 Mile Road Farmington Hills, MI Claim Preparation RAV Vehicle Inspection 1. Use Claim Type Enter "RAVIN" in the Sub Code field 3. Enter Customer Concern Code A99 4. Enter "RAV" as the Causal Part 5. Enter "RAV" as the Labor Operation 6. Enter "1.0" for Qty/Hrs 99

100 RAV Claim Example for Inspection Note: This procedure applies to U.S. RAV Repair Facility Dealers only. RAV Unit Repairs RAV Repair Facility Dealers USE THEIR SECONDARY P&A CODE Prior to completing any repairs, Dealers must obtain prior approval from RAV HQ. The request for repairs should be ed to with a copy to bbillups@ford.com Warranty Repairs - if a vehicle is within the New Vehicle Limited Vehicle warranty or any other applicable manufacturer's warranty, process the claim as per normal warranty claiming. Expired Warranty or Approved "non-authorized" repairs (see Ford RAV Repair Facility Process Manual for details) if the vehicle is outside of New Vehicle Limited Warranty and there are no other applicable manufacturer's warranties that cover the repair, P86 program code should be used. NOTE: All P86 repairs require an approval code from the RAV HQ. P86 approval codes must begin with a "K" or "V". In addition to the RAV HQ approval code the repair may also require additional approvals based on Company policies (i.e. replacement of powertrain assemblies, DI or RTDA) NOTE: In order for Ford Motor Company to be in compliance with State laws and to ensure that our customers are treated fairly, the Company prohibits the sale of RAV units without the proper disclosure and registration of the RAV Warranty. Dealer penalties for non-disclosure of RAVs include, but are not limited to: Possible loss of Ford auction privileges 100

101 Reimbursing Ford any and all costs incurred as a result of the dealer's non-compliance including, but not limited to; attorney fees, costs and penalties under applicable State laws and damages awarded by court decisions Chargeback to the non-disclosing dealer any costs incurred by the Company if the vehicle must be repurchased as a result of the non-disclosure RAV Warranty Repairs NOTE: This procedure applies to U.S. Dealers only. Upon receipt of all required disclosure documents, a RAV warranty is applied to the vehicle. RAV warranty coverage is 12 months/12,000 miles or 12 months/unlimited miles in California In some instances the RAV warranty runs concurrent with the manufacturer's warranty Only in the case where the vehicle is out of New Vehicle Limited Warranty and any other applicable manufacturer's warranties the dealer should submit the claim under their primary P&A code as follows: Use Claim Type 11 Complete claims entries as normal RAV Claim Example for Repairs 101

102 Recall and Customer Satisfaction Program (CSP) Repairs Use Claim Type 31 Enter date of repair and odometer reading. Enter the FSA or CSP number in the sub code field. Enter prefix, basic and suffix part number, followed by the quantity. Enter parts and quantities used. Enter the applicable labor operation(s) indicated in the Dealer Bulletin. Special (or Lincoln) Customer Handling Program (SCHP/LCHP) is claimed as advised in the Dealer Bulletin. Condition Code is not required for Recall/CSP repair. NOTE: When claiming labor for a vehicle over 10 model years old, enter the appropriate labor operation(s) and the scheduled time. OWS does not recognize SLTS for vehicles older than 10 model years. IMPORTANT: Recall/CSP Dealer Bulletin. Recall/CSP Claim Example Recall and CSP Related Damage When it is necessary to repair damage caused by a Recall/CSP related situation, use the same repair order that the original Recall/CSP was recorded on. If the Recall/CSP was performed within program guidelines, but the dealer believes a related damage condition was present but not detected at the time, the Special Service Support Center should be contacted ( ) for a manual review on a case-by-case basis. Use Claim Type 31 Enter the same Recall/CSP number in the Sub Code field. 102

103 Click the radio button on the Related Damage Indicator. Enter parts and labor for related damage as a separate repair number. Enter the repair description in the customer concern area. Refund on Recall/CSP Enter the same Recall/CSP number in the Sub Code field. The date of the claim should be the date the customer requested the refund. If the Recall/CSP has been closed in OASIS, Click the radio button on the Related Damage Indicator. If it is still open in OASIS, DO NOT click the radio button on the Related Damage Indicator Enter refund amount in the Misc. area (the customer must provide the original receipt). Enter the Refund invoice number in the Description of Concern area. If a Refund repair was completed, an inspection should be performed to verify compliance of the open Recall/CSP. Recall/CSP Refund Claim Example IMPORTANT: The refund amount can include only the charges on the owner's bill which are reimbursable. Items not covered by the Recall/CSP are the owner's responsibility This chart demonstrates changes in dealer payment. Safety & Emission Recalls Non-Safety & Non- Emissions CSP Programs announced prior to January 17, 2003 Programs announced on or after January 17, 2003 Administrative Allowance Refund Processing Administrative Allowance Refund Processing 0.1 Hour 0.1 Hour 0.0 Hour 0.2 Hour 0.0 Hour 0.2 Hour 0.0 Hour 0.2 Hour 103

104 Refund Owner/Dealer Emergency Repair Refund Owners who request a refund for emergency repairs made away from the selling dealer should be given the refund immediately. This includes visiting owners out of the country who must pay for service under the new vehicle limited warranty. Owners who elect to have repairs performed at non- Ford locations during normal dealership business hours are not eligible for refund. 1. Use the appropriate Claim Type. 2. Enter the date that the customer requested the refund as the date of repair and the actual distance of the vehicle at the time of repair. 3. Enter the Customer Concern Code related to the customer's original complaint and enter the reason for the refund 4. You must state the reason for the refund in the Customer Comments area. 5. Enter only the Full Ford part number of the causal part if available. If the full part number is not available, the causal base number is acceptable. 6. Enter the Condition Code. 7. Enter the amount of the refund in the Miscellaneous Information area. IMPORTANT: You must provide the invoice number for any refund being requested. Emergency Repair Claim Example 104

105 R&R Part from Dealer Stock Units "R81" Dealers can claim for the Removal & Reinstallation (R&R) of a part off of an in-stock unit when the part is D99 but is needed for an emergency repair. The claim for the non-stock vehicle should be submitted as regular warranty. To claim for the R&R of the part removed from the in-stock unit, submit a Warranty/ESP claim using program code "R81". The causal part should be the base part number of the part that was removed from the in-stock unit. NOTE: R81 claims are for labor-only. Zone Manager prior approval is no longer required. R81 Claim Example Service Component Plan Service Component Plans are utilized as a satisfaction tool to restore customer confidence in their Ford or Lincoln product. Eligible vehicles cannot be lemon law eligible. What is a Service Component Plan? In the simplest terms, a Service Component Plan is an extension of the customer's warranty for a specific component group. The eligible component groups include; engine, transmission, rear-wheel drive, front-wheel drive, steering, brakes, front suspension, electrical, air conditioning/heating and high-tech. All groups are covered for a period of 5 years or 75,000 miles. 105

106 OASIS Display All Service Component Plans will be displayed in the "Warning Messages" area of OASIS as shown below. This will display the time & mileage covered and the component group that is covered as well. 106

107 Parts Coverage for Service Component Plans Specific part coverage for the applicable component group identified on OASIS is identical to the coverage provided for an ESP ExtraCARE plan for that component group. Refer to the Parts Coverage Directory to determine coverage. NOTE: The Parts Coverage look-up tool via OASIS cannot provide coverage information as the unique coverage is Sub Code specific and the look-up tool does not have a Sub Code field as part of the system look-up. Claiming Process for Service Component Plan Repair 1. Use Claim Type Sub Code "PRT" 3. Approval Code all Service Component Plan repairs require an approval code from the Customer Relationship Center (800) (approval code begins with an "M"). NOTE: Your FCSD Zone Manager cannot approve a repair under this program. 4. Customer Concern Code & Condition Code enter appropriate codes for the repair. 5. Customer / Tech Comments enter comments as appropriate to the repair. 6. Causal Part enter causal part as identified by the technician. 7. Parts and Labor as required. Claim Example for Service Component Plan Repair 107

108 Service Part Warranty Ford Remanufactured Engine and Transmission Claim Examples Claim Preparation for Service Part Gas Engine Repairs Use appropriate Claim Type Install Date Enter original installation date of part Elapsed Odometer Enter elapsed mileage since original installation date Original Repair Order/Invoice Number Enter original installation receipt number Causal Part - Service part claims for repairs made to assemblies must use the causal part of the original assembly replaced, i.e., 6006 long block replaced, water pump fails within the service part warranty, use long block part # (6006) as causal part for SSP claim. Sub Code o Assemblies replaced with a 12/12 service part warranty should use Claim Type 21 and sub code "SPW". o Assemblies replaced with a service part warranty coverage that is greater than 12/12 should use Claim Type 21 and sub code "SSP OTC appropriate. Verify YOUR dealership's prior approval requirements via FMCDealer / Parts & Service tab / Warranty. Gas Engine SSP Repair Example 108

109 Claim Preparation for Service Part Gas Engine Replacements: Use appropriate Claim Type Install Date Enter original installation date of part Elapsed Odometer Enter elapsed mileage since original installation date Original Repair Order/Invoice Number Enter original installation receipt number Causal Part - Service part claims for assembly replacements must use the causal part of the original assembly replaced. Sub Code o o o Gas engine assemblies replaced with a 12/12 service part warranty should use Claim Type 21 and sub code "SPW". Gas engine assemblies replaced with a service part warranty coverage that is greater than 12/12 should use Claim Type 21 and sub code "SSP". Gas engine assemblies sold retail (OTC or Retail Sale) should be submitted as Claim Type 22 and with sub code "OTC" Labor Operation PRIOR (0.3 hours) may be used on an approved Prior Approval claim. Not to be used for ESP repairs, use "6007ESP". Engine Assemblies that do not receive parts mark-up (claim handling allowance in lieu of parts mark-up): 6006, 6007, 6009 & 6V012 Handling Allowances for powertrain assemblies are located in FMCDealer.com / Parts & Service tab / Warranty / Important Information / Cost Cap Tool & Reference Charts. Gas Engine SSP Replacement Example 109

110 Claim Preparation For Service Part Diesel Engine Repairs Use appropriate Claim Type Install Date Enter original installation date of part Elapsed Odometer Enter elapsed mileage since original installation date Original Repair Order/Invoice Number Enter original installation receipt number Causal Part - Service part claims for repairs made to assemblies must use the causal part of the original assembly replaced, i.e., 6006 long block replaced, water pump fails within the service part warranty, use long block part # (6006) as causal part for SSP claim. Sub Code o Assemblies replaced with a 12/12 service part warranty should use Claim Type 21 and sub code "SPW". o Diesel engine assemblies replaced with a service part warranty coverage that is greater than 12/12 should use Claim Type 21 and sub code "SSP" OR Claim Type 22 OTC Prior Approval Repairs to the Diesel engine assembly do not require prior approval unless the repair exceeds the diesel engine cost cap. NOTE: Select diesel engine components may require Tech Hotline prior approval. Verify YOUR dealership's prior approval requirements via FMCDealer / Parts & Service tab / Warranty Guidelines. Diesel Engine SSP Repair Example 110

111 Claim Preparation for Service Part Diesel Engine Replacements Use appropriate Claim Type Install Date Enter original installation date of part Elapsed Odometer Enter elapsed mileage since original installation date Original Repair Order/Invoice Number Enter original installation receipt number Causal Part - Service part claims for assembly replacements must use the causal part of the original assembly replaced. Sub Code o Assemblies replaced with a 12/12 service part warranty should use Claim Type 21 and sub code "SPW". o Assemblies replaced with a service part warranty coverage that is greater than 12/12 should use Claim Type 21 and sub code "SSP OTC appropriate. Verify YOUR dealership's prior approval requirements via FMCDealer / Parts & Service tab / Warranty. Labor Operation PRIOR (0.3 hours) may be used on an approved Prior Approval claim. Not to be used for ESP repairs, use "6007ESP". Engine Assemblies that do not receive parts mark-up (claim handling allowance in lieu of parts mark-up): o 6006, 6007, 6009, 6012, 6V006, 6V007, 6V009, & 6V012 Handling Allowances for powertrain assemblies are located in FMCDealer.com / Parts & Service tab / Warranty / Important Information / Cost Cap Tool & Reference Charts. Diesel Engine SSP Replacement Example 111

112 Claim Preparation for Service Part Transmission Repairs Use appropriate Claim Type Install Date Enter original installation date of part Elapsed Odometer Enter elapsed mileage since original installation date Original Repair Order/Invoice Number Enter original installation receipt number Causal Part - Service part claims for repairs made to assemblies must use the causal part of the original assembly replaced, i.e., 7000 transmission asy replaced, valve body fails within the service part warranty, use transmission asy part # (7000) as causal part for SSP claim. Sub Code o Assemblies replaced with a 12/12 service part warranty should use Claim Type 21 and sub code "SPW". o Assemblies replaced with a service part warranty coverage that is greater than 12/12 should use Claim Type 21 and sub code "SSP OTC appropriate. Verify YOUR dealership's prior approval requirements via FMCDealer / Parts & Service tab / Warranty. Transmission SSP Repair Example 112

113 Claim Preparation for Service Part Transmission Replacements Use appropriate Claim Type Install Date Enter original installation date of part Elapsed Odometer Enter elapsed mileage since original installation date Original Repair Order/Invoice Number Enter original installation receipt number Causal Part - Service part claims for assembly replacements must use the causal part of the original assembly replaced. Sub Code o o Transmission assemblies replaced with a 12/12 service part warranty should use Claim Type 21 and sub code "SPW". Transmission assemblies replaced with a service part warranty coverage that is greater than 12/12 should use Claim Type 21 and sub code "SSP" OR Claim Type 22 OTC te. Verify YOUR dealership's prior approval requirements via FMCDealer / Parts & Service tab / Warranty. Labor Operation PRIOR (0.3 hours) may be used on an approved Prior Approval claim. Not to be used for ESP repairs. Transmission Assemblies that do not receive parts mark-up (claim handling allowance in lieu of parts mark-up): o 7000, 7002, 7003 & 7V000 Handling Allowances for powertrain assemblies are located in FMCDealer.com / Parts & Service tab / Warranty / Important Information / Cost Cap Tool & Reference Charts. Transmission SSP Replacement Example 113

114 Over-The-Counter (OTC) Gas/Diesel Engines & Transmission Assemblies NOT Installed by the Dealership All independent repair facilities (IRF) and customers installing OTC engines and transmissions must call the Powertrain Assistance Center at (800) for prior authorization before replacing Ford and Motorcraft Remanufactured Engine and Transmission assemblies under OTC Service Part Warranty. Independent Repair Facility (IRF) or Customer Actions Powertrain Assistance Center works with the IRF/Customer to ensure proper diagnostic and repair alternatives are completed. If an assembly is required, an authorization number is given to the IRF/Customer by phone or fax. If an assembly replacement is not needed, the IRF/Customer is instructed to repair the engine or transmission and no authorization number is needed for your OTC claim. Claiming Guidelines Use Claim Type 22 Enter program code "OTC" Enter PAC approval authorization # in the Tech Comments field. When requesting reimbursement for the IRF's labor, the dealer MUST claim this cost by using the miscellaneous expense code "SVCLBR" Independent Repair Facility OTC Claim Example 114

115 Service Parts Warranty and Accessories Sub Codes Copies of the following documents (as applicable) must be retained in the Customer Service file to support a Company-paid repair for a service part or accessory repair or replacement. Sub Codes Claim Type 21 Enter the appropriate Sub Code. Enter Installed date or sale and elapsed distance on part or accessory. Enter the repair order number of the original warranty repair, repair order or over-the counter NOTE: Identify Lifetime Warranty Coverage in repair description area of repair order. SPNV - Previous New Vehicle Limited Warranty repair (within 12 Month/12,000 miles from original install but after NVLW expired) SPW - Customer-paid repair order. (VIN required) ACC - Repair order for a dealer-installed Ford part or accessory. (VIN required) OTC - Over-the-counter parts sales invoice. (VIN not required) LSG - Lifetime Warranty Coverage. (VIN required) SSP - Ford Remanufactured and Motorcraft Special Service Part Warranty (VIN required except over-the-counter). NOTE: Always use "SSP" for Engine or Transmission coverage that exceeds 12/12. RLE - Remanufactured Lifetime Service Parts (VIN required) LSG - Lifetime Service Guarantee. (VIN required) NOTE: Standard service part coverage for Medium Duty Trucks will use Service Part Warranty (same as car & light truck) Over-the-Counter service part coverage for Medium Duty Trucks will use OTC (same as car & light truck) SPNV Service Part New Vehicle Claim Example 115

116 SPW Service Part Warranty Claim Example Tire Warranty "TWC" (within New Vehicle Limited Warranty) Ford Motor Company New Vehicle Limited Warranty Tire Claims are for 2001 and newer model year cars and light trucks up to and including F550 series. Servicing Dealership All replacement tires must be purchased through the Ford Tire Program. The following are the unique entries that are required on your warranty claim for any tire repairs submitted to Ford Motor Company: Claim Type 11 Sub TWC Customer Concern Code (use one of the unique tire defect codes) Condition Code 42 Tech Comments: Enter the replaced tire(s) tread depth and identify location on vehicle of replaced tires. <Or> use MISC. EXP code TREAD. o TREAD - Enter tread depth and identify location for each tire replaced. O being replaced. TWC01 Do not enter tire costs on the same line as the causal part 1007 TIRE Tire Part Number: Enter the complete FCSD tire part number. Labor Operation: Enter the appropriate Ford SLTS labor operation. (e.g., 1007AF). Normal OSL guidelines are applicable, if OSL is claimed enter explanation of what OSL was used for in the 116

117 Diagnostic Trouble Code: Enter the complete digit Department of Transportation (DOT) code from the failed tire on the "F5" Diag Code Entry Screen (example DOT: MAL9ABCD012). NOTE: DOT codes are required to be entered on all Ford warranty claims when tires are replaced (e.g. TWC01, 1007, TIRE, ALBAL, FRONT etc.). Claim Example For Ford Covered Tire Replacement: 117

118 Administration at Dealerships Not Enrolled On the Tire Program (Non-ATW Dealers) Ford and Lincoln Mercury Dealerships not enrolled in the Ford Tire Program are to administer tire warranty claims under New Vehicle Limited warranty as follows: All replacement tires must be purchased through the Ford Tire Program. Non-tire program Dealers can enroll in the tire program by calling the Ford Tire Program Headquarters at or by clicking on FMCDealer.com/Parts & Service tab/parts Product Line Information/Tires/Getting Started/Ford Tire Program Enrollment Form. The full Ford tire part # must be entered on the warranty claim, OSP will not be accepted. If your dealership is not equipped to service the tires, have the warranty repairs completed on behalf of the customer at another Ford or Lincoln Mercury dealership enrolled in the Ford Tire Authorized by the original equipment tire manufacturer. A complete listing of these locations is listed on FMCDealer.com/ Parts & Service tab/parts Product Line Information/Tires. Normal OSL guidelines are applicable. If OSL is claimed, enter the explanation of what OSL If repairs are performed by a tire retailer authorized by the original equipment tire manufacturer, dealerships are to submit claims to FCSD for a 0.2-hour administrative allowance plus any pro-rata adjustment or other related charges paid for by the dealership. Tire Warranty Defect Codes Ford has developed unique defect codes for tire concerns. Enter the appropriate CCC in the customer concern code field when submitting warranty claims to Ford. H62 Improper Tire Wear TA1 Entire or Partial Tread Separation from Tire TA2 Tire Sidewall Blowout or Sudden Air Loss (not due to road hazard) TA3 Bubble/Bulge(s) in Sidewall (not due to lap-splice or ply-overlap indentation or impact break) TA4 Splits/Cracks in Sidewall/Tread (not separation) TA5 Tread Chunks Missing TB0 Tire will not balance TB1 Spare tire/emergency repair kit/jack trouble TB2 Flat Tire (only applies for self-sealing tires) TB3 Vibration/Out of Round TB6 Slow Leaks /valve stem troubles TB7 Premature Tread Wear TB8 Pulls/drifts (not caused by alignment) TC8 Other (requires description) NOTE: Tread wear may be covered within 12/12 if condition is caused by improper caster/camber NOTE: Tire problems caused by vehicle misalignment are covered under the new vehicle limited TWC. 118

119 Tire Parts Disposition Ford Dealers performing tire warranty repairs must return the defective tire(s) along with the WPAC PEARS tag issued by Ford as identified on the PEARS register available through FMCDealer.com. The shipping process for tires is the same as presently used to return all warranty parts. Your Regional Core Recovery Center (RCRC) is responsible for picking up of Powertrain Core Returns, Small Parts Core Returns, and all Warranty return (Warranty Parts Return Document/FCS-700 tag) parts including tires. Additional shipping information: Print a copy of FCS-700 Warranty Parts Return Document from FMCDealer.com (no photo Mark the defective area of the tire with tire chalk or a grease pen and write the Tag number on the side of each tire. Attach the original FCS-700 Warranty Parts Return Documents and shrink-wrap to the tire. If the tire is a Michelin, BF Goodrich, or Uniroyal brand, attach a complete Michelin Passenger & Light Truck Tire Limited Warranty Claim form with the customer signature. NOTE: If more than one tire is replaced, it is recommended that a copy of the Michelin Tire form be attached to each tire returned. Improperly tagged tires will not be received and will be shipped back at dealer's expense and could result in a charge back of repairs. Michelin Tire Claim Requirements (Ford Tire Warranty & Michelin Tire Company) Michelin Claim Form In an effort to prevent any potential dealer charge backs for the Michelin claim form, the following are some guidelines to follow in completion of the form: Always obtain the customer information and have the customer sign the form. Always complete the required fields shown in yellow on the form. The Michelin form can be obtained on the Dealer estore item #: Place the Michelin form with the FCS-700 Return Document (700 tag) and shrink-wrap it to the tire to be returned. IMPORTANT: Entries listed as REQUIRED FIELDS on the Michelin AA claim form that are not completed or are completed incorrectly may result in a denial for coverage by Michelin. This would result in a chargeback to the dealership with no appeal. 119

120 All Michelin tire warranty repairs including Michelin, BF Goodrich and Uniroyal brand tires must include a complete Michelin Passenger & Light Truck Tire Limited Warranty Claim form (available through the Dealer estore, Item Number: ). 1. Write the date (month, day and year) the adjustment is being made. 2. Required Field: This section must be completed by the consumer at the time of adjustment. CLAIMS WILL NOT BE PROCESSED WITHOUT COMPLETE CONSUMER INFORMATION AND SIGNATURE. 3. Make and model year of the vehicle from which the tire was removed. 4. Required Field: Write the 17 digit VIN (vehicle identification number) of the vehicle from which the tire was removed. 5. Sidewall size designation of the tire taken from the dealer's inventory and installed on the consumer's vehicle. 6. Not required for tires replaced under the Ford Tire Warranty. 7. Required Field: MSPN number of tire being installed (this 5 digit number is on the new tire label). 8. Not required for tires replaced under the Ford Tire Warranty. 9. Required Field: Check the box indicating whether the tire being returned was original equipment on the vehicle or purchased as a replacement tire. 10. Required Field: FOR MILEAGE CLAIMS ONLY: Enter the difference between the odometer reading when tires were originally installed and the odometer reading at the time of removal. 11. The selling dealer's retail invoice number (Ford dealership repair order number). 12. Write the name, street, city and zip code for the authorized dealer responsible for providing warranty service. 13. Required Field: The 7 digit "ship to number" MUST be included and is found in the right hand corner of this block. The Ship to Number is the dealership Michelin Tire Ordering Code. 14. Required Field: Any combination of claim types 1, 2 and 6, may appear on a claim form, however, the claim can represent only one brand/size/type of tires and one consumer (and must be signed by the consumer). The Type of Claims to be used for Ford Tire Warranty: 1 Workmanship and Materials: Claims for tires considered warrantable. 2 MNA Mileage: Claims for Mileage tires that did not deliver the warranted Mileage. 6 Ride/Vibration: Claims for tires that exhibit these conditions. 15. List the DOT code for each tire being removed and submitted for adjustment. 16. Not required for tires replaced under the Ford Tire Warranty. 17. Indicate the wheel position from which the tire was removed LF for left front RF for right front LR for left rear RR for right rear. If a tire in dual configuration comes out of service, indicate whether it was in the inner or outer wheel position (i.e. RRI for right rear inner, RRO for right rear outer, etc.) 18. Required Field: Tread depth (in 32/nds of an inch) for each tire listed. 19. Not required for tires replaced under the Ford Tire Warranty. 20. Not required for tires replaced under the Ford Tire Warranty. 21. Briefly describe the condition that brought the tire out of service or why it is not saleable. 22. Required Field: This section must be signed by the dealer submitting the claim form. 23. At this time, Ford does not require Michelin authorization for tires replaced for vibration concerns within the Ford Tire Warranty. 120

121 NOTE: The Ford FCS-700 Return Document (700 tag) numbers must be written at the top of this form. For multiple tire replacements list all PEARS numbers for the same VIN. There are six peel and stick bar-coded stickers on the last page of the Michelin "AA" form package. For any non-vibration claim, those are intended to be used for that purpose. Each has a barcode that matches the one on the front of the "AA" form number, and three blank lines for comments. Michelin suggests putting the Ford tag number and the dealer's address on those lines as well. Once you have completed the claim form, put one label on each tire, near the DOT marking. Denied Michelin Claim Once Michelin has denied a warranty claim due to a missing form or lack of required information, Michelin scraps the tires. When this occurs there is no opportunity for Ford to appeal the Michelin denial. Because of this, there will be no dealer appeals accepted for these charge backs. Tire replacement under the Loyalty Program Tire replacement coverage will be included in the Loyalty Program (Ford & Lincoln Loyalty) guidelines for 2001 and newer vehicles. All Ford and Lincoln Dealers can provide Dealer Loyalty Program assistance for tires. As always, Loyalty Program decisions should be made on a case-by-case basis with the goal of favorably influencing customer repurchase intentions. 121

122 Entering DOT Codes DOT codes are within characters in length and each individual DOT code should be entered in its own box. Claim Type 13 The MIL On Indicator box in the Test Results section MUST be set to blank. Enter each individual DOT code in the appropriate fields: DOT codes from the NEW (replacement) tires should be entered in the Test Results section DOT codes from the OLD (replaced) tires should be entered in the Test Results section and DOT Code Claim Example Tire Federal Excise Tax (FET) Dealers can request reimbursement for the Federal Excise Tax incurred on tires for light trucks that have a load bearing capacity of 3,500 pounds or greater. The FET is eligible for reimbursement within warranty, ESP, Loyalty Program or FSA when an applicable tire has been replaced. Be sure to choose the appropriate Claim Type. 122

123 Tire Federal Excise Tax (FET) Claim Example Authorized Tire Brand Change When a tire brand change is authorized by a Company publication or because the original tires are no longer available, file the repair using causal part "TIRE". Program code "TWC" is required. NOTE: Unauthorized brand change replacement for customer satisfaction reasons MUST be submitted under the Loyalty Program (P18/P11). 123

124 Tire Pro-rata (MY 2007 & Newer Cars & Lt. Trucks) Tire Warranty coverage is prorated for the parts coverage based on vehicle mileage intervals. This Policy change may require customer co-pay for parts based on vehicle mileage at the time of repair. Labor is reimbursed at 100% and is not prorated. Refer to the Warranty & Policy Manual for details on coverage, including the prorated tables. Enter tire part number as normal, OWS will automatically pro-rate the part amount. IMPORTANT: Tire pro-rata is not eligible for reimbursement under the Loyalty Program. Tires that fail due to defects in other components covered under the New Vehicle Limited Warranty are fully covered at any mileage interval throughout the coverage period. For example, tire replacement required due to a tie rod defect will be fully covered. Towing IMPORTANT: DO NOT claim TOW for sold units that are eligible for Roadside Assistance. Refer to the Warranty & Policy manual - Roadside Assistance for program eligibility. For a unit that is not eligible for Roadside Assistance (unsold units, Dealer demos, in-transit units) that require towing, add to the warranty repair as follows: Enter the actual cost (not more than normal retail charge) as miscellaneous expense code "TOW". NOTE: Intransit repair dealer or destination dealer for warranty repairs - comments section. If the towing is sublet, retain a copy of the towing invoice in the dealership for possible review by Ford personnel. Enter the invoice number in the concern description area. If the tow truck is dealer-owned, a towing log number must be entered in the tech comments area on the back of the form. The following info should be entered in this log: Amount claimed Date of towing Log number VIN of vehicle towed TSB/SSM Usage & Warranty Application Technical Service Bulletins (TSBs) and Special Service Messages (SSMs) are provided to assist technicians with specific and focused repair procedures. Per the Company's Warranty & Policy Manual, technicians are required to use TSB procedures and labor times when provided if applicable. TSBs and SSMs are provided as a means to help technicians more easily diagnose and perform a repair; they do not affect the warranty eligibility. All "warrantable TSBs have the following statement included: "Eligible under the provisions of New Vehicle Limited Warranty Coverage. IMPORTANT: Warranty coverage limits/policies are not altered by a TSB. Warranty coverage limits are determined by the identified causal part." When determining the warranty "eligibility" of a TSB repair (or SSM), you should use the same process as any other warranty repair. TSBs & SSMs NEVER circumvent the coverage limitations or policies as provided in the Warranty & Policy Manual. 124

125 TSB Labor Operations When a labor time is provided with a TSB it will typically reflect the TSB number along with an alpha designation for the specific repair process step. Some TSBs will not provide a specific labor operation; in these cases standard SLTS labor operations or Actual time (MT) can be used. In most cases, unless stated otherwise in the TSB, a TSB labor operation is "all-inclusive" for the repair process published in the TSB. Wiring Claims Requirements Repairs submitted with the casual parts below require entry of the circuit number, color and location A581 14A B A504 EXAMPLES: Connector Failure: Required: Circuit #, wire color code, connector and pin # Example: CKT1000_PKBL_C Ground failure: Required: Circuit #, wire color code, ground # Example: CKT1000_PKBL_G100 Splice Failure: Required: Circuit #, wire color code, splice # Example: CKT1000_PKBL_S100 Open or Short Failure: Required: Circuit #, wire color code, location Example: CKT1000_PKBL_Location (Location Examples of an Open or Short failure) Short 3 inches from radio connector Short to ground in headliner at driver sun visor screw Terminal push out on harness side headlamp switch connector NOTE: All circuit numbers, wire color codes and connector/splice/grounds are in the Electrical Vacuum Troubleshooting Manual (EVTM). 125

126 Wiring Claim Example ESP Administration Manual ESP claiming instructions are not posted in this manual. Please refer to the official ESP Administration Manual, posted at under Parts & Service / Navigate / Warranty Administration & Warranty Parts Return / Warranty Related Manuals / ESP Administrative Manual. 126

127 QUALITY FLEET CARE (QFC) Due to the unique claiming instructions involved with Quality Fleet Care, it is recommended that all dealers access to QFC Program Manual for detailed instruction on claims submission. CLAIM INSTRUCTIONS/JOB AIDS AVAILABLE AT: QFC PROGRAM ASSISTANCE: Most Commonly Asked Questions about the Quality Fleet Care Program Q. What is QFC? A. Quality Fleet Care (QFC) is a centralized billing service that facilitates payment on behalf of fleet drivers for maintenance and repair services performed at Ford, Lincoln and Mercury dealers within the United States and Canada. QFC will centralize and consolidate all dealer repair services into a single invoice and send that invoice to a fleet customer on a monthly basis. Q. How do I know a fleet customer is eligible to use QFC to pay for their repairs? A. First, run an OASIS. OASIS will display a message that reads: Fleet Contact Name and Phone Number Pre-set Approval Limit THIS UNIT ENROLLED IN QUALITY FLEET CARE QFC PROGRAM TO BE USED FOR CENTRALIZED BILLING OF: CUSTOMER PAY: NON-WARRANTY AND NON-ESP REPAIRS MAINTENANCE SERVICES NOT COVERED BY ESP DEDUCTIBLES: WARRANTY AND ESP DEDUCTIBLES RENTAL: CHARGES BEYOND ESP COVERAGE (UPGRADE OR DAYS) TOWING: CHARGES BEYOND WARRANTY OR ESP COVERAGE RETAIL REPAIR LAWS AND REQUIREMENTS APPLY. WHEN REPAIRS EXCEED $25 CONTACT: JOEY BROOKS FOR AUTHORIZATION AT: CHARGES ARE BILLED TO THE FLEET FOR PAYMENT BY QFC. CLAIM INSTRUCTIONS/JOB AIDS AVAILABLE AT: QFC PROGRAM ASSISTANCE: When this message is displayed, this verifies the fleet customer is actively participating in the QFC program and is eligible to use QFC for payment of the repair service. The fleet customer name, pre-set approval limit and telephone number are displayed. A fleet driver may also provide at time of service write up a QFC Service Card or have a QFC electrostatic window sticker displayed on the vehicle windshield. You still need to verify OASIS to ensure the vehicle and the fleet customer are still actively enrolled in the QFC program. 127

128 Q. Why is a pre-set approval limit assigned to a fleet vehicle under QFC? A. The fleet customer assigns a specific dollar amount as a limit for approval on repairs not covered by warranty or ESP. The pre-set approval limit is assigned to the entire repair visit, not individual repairs to the vehicle. Total all repairs (not covered by ESP or warranty) that comprise that repair visit. If the estimate exceeds the pre-set approval limit, you must call the fleet to obtain an authorization number before service is begun on the vehicle. (If a portion of the repair is covered by ESP or warranty, do not include the deductible amount in the cost estimate.) Failure to receive authorization before the service is completed could cause your claim to be rejected. Note: If the repair estimate is more than the pre-set approval limit, the driver cannot give approval for Q If a repair is covered by an ESP plan, do I need authorization from the fleet to bill the deductible through QFC? A. No. Q. If I receive an authorization number from the fleet for a non-covered repair and additional repairs are necessary, must I call the fleet for another authorization number? A. Yes. The Fleet Administrator will either tell you to use the same number or give you a new number for the total repair. Q. How do I receive payment on a fleet repair? A. All repairs to a fleet vehicle enrolled in QFC are submitted through the OWS claims payment system (Claim Type 61 and QFC in sub code field). Ford Motor Company pays fleet claims as a credit on your Daily Dealer Register. The total amount of the claim is paid to you. Note: DO NOT send repair bills to fleets or to Ford Motor Company for payment. Claims must be put through the claims payment system. Note: Proper coding to the correct failed part is imperative, since improper coding can result in the dealer being charged back for repairs that are covered. DO NOT collect payment from the fleet driver for any portion of the repair or for the deductible (even if the driver offers to pay cash or charge the repair to his or her credit card). If there are questions, you or the driver should call the Quality Fleet Care Program Headquarters at (800) Q. Whom do I call if I have questions concerning the Quality Fleet Care? A. Call Quality Fleet Care Program Headquarters at (800) for questions on QFC registration, coverage, or clarification on any of the above. DO DO DO DON'T DON'T DON'T REMEMBER THESE DOS & DON'TS Review OASIS for Pre-set authorization limit. Contact the Fleet Administrator if the repair cost estimate exceeds the Authorization Limit. Use Ford or Motorcraft TM part numbers. Include ESP and warranty repairs in the repair cost estimate. Include ESP deductibles in the repair cost estimate. Use the same P.O. for second repairs or repairs for which the claim value has changed without reconfirming with the Fleet Administrator. 128

129 CHAPTER 4 Prior Approval (PA) Overview Approval Codes are one or more codes received from Ford organizations (I.e. Repair Validation Code, ESP Prior Approval, etc.) that provide authorization to submit the claim and /or perform the repair. When required by policy, a claim will not pay without approval code. Obtaining prior approval does not exempt a claim from OWS edits, reviews or audits. There may be instances where prior approval may not be granted. Refer to Section 4 Prior Approvals in the Warranty & Policy manual for details. Not all Dealers belong to the same PA requirements. NOTE: All PA requests must be submitted before the repair is started. Performing the repair before obtaining approval could result in a non-payment. If an approval code is not obtained on applicable repairs the warranty claim will be returned unpaid. Dealer employees will need the PA Role to be able to Request Prior Approval and view the Prior Approval Status Report. Refer to Chapter 1 - Security & Login for role responsibilities. Prior Approval requests can be initiated in two ways based on the type of Prior Approval, OWS online or other systems such as WEPA (ESP), PTS, etc. This section will address OWS online requests only. Other systems are integrated with OWS, providing a history and record of all PA in OWS. This includes: o ESP (including tires) o Technical Hotline (HAR) o Customer Relationship Center (CRC) o Field Service Actions (Recall coming online 3 rd qtr. 2015) NOTE: In these cases, after selecting a Prior Approval (PA) Program, a clickable link will appear instead of the online form. This indicates that the PA program request form is outside of OWS online. However, because all PA Programs are integrated with OWS, you may use OWS online to track the status of all your PA requests. 129

130 Requesting Prior Approval Select the Request Prior Approval page. Prior Approval Category and Type Selection Select the appropriate Prior Approval Category and Prior Approval Type Selection from the dropdown menus. Dealers will only see the PA Types applicable in their country and all Types may not apply to each Dealer. The Dealers are responsible to understand which Prior Approval programs are applicable at their dealership. After selecting the Prior Approval Category and Prior Approval Type, click on Submit to bring up a form for Prior Approval Request. 130

131 Prior Approval Request Form The Prior Approval Request Screen consists of the following sections: Requestor Information Reason For Request Repair Cost Information (when applicable) Attach Supporting Documentation Request Form example Requestor Information A name and address is required. This at Dealer. OWS will automatically send notification to the address that is entered when the request status changes. Information submitted on the Prior Approval request must be the same as entered on the claim or the claim will not be paid. a 131

132 Repair Information An asterisk * next to a field indicates information that may be required to run a search. As search functionality is updated, not all asterisked items will be required. If required information is not provided, user will receive an error message when submitting request for Prior Approval. Data entered is used by OWS to automatically match the Prior Approval code to the repair line. NOTE: Make sure the data entered matches the claim exactly Reason for Request Enter the detailed explanation into the Dealer Comments field of why the request is being made. A 2,000 character space is available to provide complete detail along with a character counter notifying the User of available space while typing. 132

133 Repair Cost Information Some Prior Approval categories will not require financial information. Depending on the PA category selected, the fields may not be visible. If your PA does require financial information, the cost may be entered by either by Bill of Materials (BoM) values or by Total Cost. Depending on which option is chosen, BoM or Total Cost will determine what additional Repair Cost Information is needed as shown in the images below. Estimate can be entered in labor hours or total labor cost as well as non-scheduled labor hours costs and parts cost. o If labor hours are entered, the total labor cost field disappears. o If total labor cost field is entered, the labor hour field disappears. Include rental costs, Outside Service Labor (OSL) and Outside Service Part (OSP) as needed. Dealer Participation and Customer Participation is used only on specific programs 133

134 Attach Supporting Documents Users can submit supporting documentation of up to 15 documents at a total of 5MB.. Select the drop-down category that reflects your PA request. Browse the files and select the intended file for this request.. Action Buttons Three action buttons are available: Validate: OWS checks the fields for exceptions that need correction before submitting the request. Typical exception messages can include: and Save: Once the request is validated it can be saved. Saving the request allows users to view the request via the Prior Approval Status Report. Refer to the Saved Prior Approval Request section. Submit: PA will be submitted to Ford for disposition. NOTE: Validate Save the screen. 134

135 Submit Request Requests submitted are sent to Ford for review and a confirmation message is displayed on the screen confirming submission. Once Ford has reviewed the request, a message will be sent to the dealer address provided in the Requestor Information section. The message sent will ask the Dealer to access OWS and review the request. must be corrected before the claim can be created. Placing the cursor over the X will display a message explaining the error. 135

136 Saved Prior Approval Requests Prior Approval requests may be saved and submitted at a later date. Retrieving a PA that has been saved, enter the claim information into the Repair Information section of the screen. An asterisk * next to a field indicates information that may be required to run a search. As search functionality is updated, not all asterisked items will be required. Clicking on the search button will open a new field of users to search previous requests. that allows 136

137 CHAPTER 5 - APPEALS Appeals OWS Appeals are submitted to modify costs associated with parts, labor or miscellaneous expenses Claims and Prior Approval have different processes and must be submitted independently although both types of Appeals may be monitored utilizing the Status Reports. Claim Type A1 is used only for appeals and is automatically assigned by OWS when Claims are submitted for appeal. No Sub Code is associated with Claim Type A1. This Chapter will address the individual Appeal process for both regular Claim Appeals and Claim Appeal with Prior Approval. Claim Appeals Claim appeals can only be made on dispositioned claims that are: Paid Paid Adjusted Denied Starting a Claim Appeal Open a dispositioned claim from the Claim Status Report. Clicking on a claim will open the most recent version of the claim Current Claim Version the screen. Once the Claim is open an Appeal icon appears in the upper right of the screen. If this icon does not appear the claim may not be appealed. NOTE: Any changes made in an Appeal that adjust the cost of the claim can be found in the Repair Line Subtotal section under the Adjustment column. Any Claim Appeal requiring a change in an existing Prior Approval, refer to Claim Appeal with Prior Approval. 137

138 Appeal Claim Example: Clicking on the Appeal icon refreshes the screen which adds the following information fields: Appeal Reason A reason must be selected before any edits can be made to the claim. Refer to the field in the Repair Information section of the claim that provides a drop-down menu with the following options: o Adjustment add an additional line of parts/labor/miscellaneous expense OR adjust the value of a Bill Of Materials (BOM) line item up or down o Full Chargeback reduce the value of the entire repair to $0. o Full Reversal a reversal is an action to reverse a chargeback. It can only be performed if the claim had been previously subjected to a full chargeback. Example: A Claim has been charged back for a full claim amount of $500. A full reversal would reset the Claim to the $500 before the chargeback. Appeal Comments An explanation of the Appeal must be added in the comment section of the claim before an appeal can go through PreValidation or be submitted. The space accommodates up to 2,000 characters for a detailed explanation to support the appeal. 138

139 Action Codes Selecting an Appeal Reason of Adjustment will automatically add the Parts, Labor, and Miscellaneous (BOM) sections of a claim appeal. Only selecting an Adjustment Appeal will give y Action Code dropdown list that can be selected. Full Chargeback & Full Reversal will have a fixed Action Code that cannot be edited. Action Codes available are: o C change the desired dollar amount o B chargeback the total amount for a specific line item to $0 o R reverse the total amount of a chargeback for a specific line item o A Only available if a new line has been added to the claim Appeal Action Buttons The Claim Appeal screen has four action buttons at the bottom of the screen: PreValidation - OWS reviews the Claim Appeal rules and provides an exception message if any errors are found. Once the exception messages have been corrected, run PreValidation again for a final check before submission. Submit - Claim Appeal is submitted directly to Ford for final validation and a confirmation message appears when it has been successfully submitted. Reset Claim Appeal Reason, Appeal Comments and line item fields are cleared. Line items in parts, labor and miscellaneous information section (BOM) that have been adjusted can be reset individually Cancel Adjustment anceled Adjustment will be displayed on the Claim Status Report. There is no financial change made to the claim or the appeal, the Adjustment is cancelled. NOTE: You can only if you have not yet submitted the appeal. Canceled appeals cannot be undone; users must start a new appeal. Adjustment Appeal Users can edit individual lines and/or add additional lines to support the Adjustment appeal. When making an adjustment appeal: Select an Action Code dropdown box before each line item. NOTE: The line item will remain unchanged if a code is not selected. Once the code is selected, the line item content may change for editing. NOTE: A Reset icon at the end of a line item can be used reset the line item to its original setting New lines can be added to an Adjustment appeal by clicking on the + icon and the letter A will appear in the action code box. Add Appeal comments to support your Appeal and select PreValidate. 139

140 Adjustment Appeal Screen: Parts & Labor Adjustment Example: Parts Information Labor Information Repair Line Subtotal Now shows the adjusted changes to the claim after PreValidation and before Submission. Selecting the Reset Claim icon at the end of line will change amounts for that line back to the original claim entry. Selecting the Reset Claim icon at the bottom the screen will change all amounts back to the original claim entries 140

141 Screen example of an Adjustment Appeal for parts and labor: Once all adjustments are made, select PreValidation. If the adjustment is correct, check at the top of the screen for any exception messages that may require additional action. If no changes are required, select the Submit button to submit the appeal 141

142 Full Chargeback Appeal A Full Chargeback Appeal is used to zero out a claim in the event the Dealer deems necessary to pay back the claim to Ford Motor Company. All costs associated with the claim are reduced to $0. A is automatically entered in the Action Code box for each line item. Run PreValidation to verify the adjustment for each line item and Repair Line Subtotal. 142

143 Full Reversal Appeal A Full Reversal Appeal is only used to reverse the actions of a Full Chargeback. If only part of a claim was charged back then an Adjustment Appeal should be made. All line items on the claim must have been charged back before a Full Reversal Appeal can be submitted. Verify a Full Chargeback has been made by opening the Claim Status Report and selecting the claim. The screen will automatically open to the most recent version of the claim. Full Chargeback will be listed as the current reason for an appeal. Click on the appeal button to begin the process of creating a Full Reversal Appeal The refreshed screen resets the claim to create a new appeal Example of a Full Reversal Appealable claim NOTE: An exception message will appear after PreValidation if a specific line item has not been charged back. If this occurs then an Adjustment Appeal should be made. Refer to the Adjustment Appeal section of this Chapter. 143

144 Creating a Full Reversal appeal: Select Appeal from a Fully Chargeback claim. An R action code is automatically set for each line item. Original BOM information is auto populated and an adjustment is provided for each line item. The Repair Line Subtotal section shows prior paid of $0 from the Full Chargeback, adjustment and revised total Full Reversal Appeal Example: Verify a full reversal has been made by going to the Claim Status Report and opening the claim. Users to see a copy of the original claim and all appeals. 144

145 Claim Appeal with Prior Approval Some Claims being appealed that have a Prior Approval code must go through a two-step process for submission to ensure the costs between the Claim and Prior Approval are aligned. NOTE: Certain programs require a new code for changes to a Claim. Steps in order of significance: 1. Submit a Prior Approval Appeal to align costs or changes that will be made on the claim appeal 2. Submit the Claim Appeal after the Prior Approval Appeal has been approved as shown previously. Check claims for Approval Codes before making an appeal to make sure costs are aligned. Prior Approval Appeals Prior Approval Appeals can only be made to requests that are: Approved Approved Adjusted Denied Starting a Prior Approval Appeal View the Prior Approval Status Report and locate the Prior Approval request to be appealed. Double clicking an approval request opens a Request Detail screen. At the top of screen are two tabs: Request Details displays all the information entered when the request was submitted Request History displays how many appeals and submissions are associated with the request, and the status of each. 145

146 Prior Approval Request Detail Example: Select the Appeal button at the bottom of the Request Detail screen. A message prompt will ask for confirmation to continue with the appeal or to cancel the action. Appeal Button Example: 146

147 Once the Appeal is confirmed a new screen populates. Update the following Fields to support your Appeal: Appeal Comments required in order to submit the appeal. Repair Cost/Prior Approval Information can be edited as either Bill of Materials (BOM) or Total Cost. Attach Supporting Documents Dealers can attach documents when submitting a request or an appeal. Attachments can include photos, receipts, bills, test results, etc. Up to 15 attachments can be added not to exceed 5MB total size limit per claim. Action Buttons o Validate - OWS reviews the Claim Appeal rules and provides an exception message if any errors are found. Once the exception messages have been corrected, run PreValidation again for a final check before submission. o Save file is designated as Saved Incomplete. When the file is opened again from the Prior Approval Status Report, the user is taken directly to the appeal page for further editing or to submit the appeal. o Submit - Claim Appeal is submitted directly to Ford for final validation and a confirmation message appears when it has been successfully submitted. Prior Approval Appeal Claim Example: 147

148 Viewing Appeals Status Select the Prior Approval request and open the Request Detail Screen. Located in the Request Details tab under the Comments and Status Information section is the Status, Submission Count and Appeal Count updates. For more details on this report, refer to the Prior Approval Status Report as outlined in Chapter 6 OWS Reports. Prior Approval Request Details Example: Search the Request History Tab for history details on appeals, submissions and status. Request History Example: 148

149 Status and Review of an Appeal Appeal Claim Type A1 The status of an Appeal can be viewed in the Dispositioned Claims section of the Claim Status Report. Appealed Claims are distinguished by an A1 designation in the Claim Type column. NOTE: The A1 designation only appears on the status report but not on the actual claim. Claim Type A1 is used only for appeals and is automatically assigned by OWS when Claims are submitted for appeal. No Sub code is associated with Claim Type A1. Reviewing an Appeal Claim Appeals can be opened from the Claim Status Report. The history of the claim can be viewed with these available tabs: Current Claim Version may include appeal information Previous Claim Versions if a claim has been dispositioned multiple times each version will display. Original Claim as dispositioned by Ford All Appeals Claim Details content related to Bill of Materials (BOM), comments and Repair Line subtotal Appealed Claim Example: 149

150 Limitations on Appeal Submission When submitting an appeal, there are certain information fields that cannot be changed once the original claim has been paid. Repair Visit Deductibles cannot be changed. A credit for a deductible amount must be claimed as a miscellaneous expense. Enter the miscellaneous expense code the requested dollar amount to be credited. No line item within a paid repair line can be deleted (removed). In order to debit parts, labor or miscellaneous expenses from the repair, it is necessary to select an appeal reason and one of the following action codes: C change dollar amount to the desired amount B chargeback the total amount for a specific line item R reverse the total amount of a chargeback for a specific line item Appeal Processing Rules When submitting an Appeal there are certain Processing Rules that may trigger an Exception message. Only the last submission (Paid or Adjustment) for a given repair can be appealed. Follow the Submission Time Limit as stated in the Warranty & Policy manual. Dealer priced fields or quantity must be changed to reflect the correct dollar amount for that field, not the price difference being requested. Example have been entered for $ DO NOT ENTER $10.00 IN THIS FIELD. The correct total amount must be entered. In this case, the amount field for the miscellaneous expense code would be changed to show the new total amount of $ Appeal adjustments that lower the repair total below $0 (zero dollars) WILL NOT BE ALLOWED. NOTE: 150

151 CHAPTER 6 - OWS Reports OWS online provides users with a number of reports designed to support and manage key areas of functionality within the application. Each report is detailed in this section and available once the claims are received by Ford, whether submitted online OWS, DMS or other Service Agent. Prior Approval Status Claim Status Part Return Status Daily & Monthly Account Posting Not all functionality is available to all Service Agents who submit claims. The User access to each report is associated with the appropriate Role granted to the user. See Chapter 1 - Security and Login. Note: OWS online reports are accessed by signing on to OWS. The reports described here are NOT the reports provided by a DMS. Prior Approval Status Report The Prior Approval Status Report provides a consolidated summary of all prior approval activity for the D Regardless of whether a Prior Approval request was submitted directly through OWS or another prior approval system such as WEPA, all prior approval activity will be recorded in OWS and attached to a claim prior to submission to Ford. Select the page. 151

152 Prior Approval Status Search The top portion of the search screen provides optional filters. Users can narrow the search to specific criteria by: Prior Approval Category Prior Approval Type Status (of a Prior Approval) Repair Order Number VIN From (and To) Dates (search a date range) o The default date range is one day (yesterday) o 31 days of data is available in a single search (up to 2 years.) If a date range of more Repair Order Open Date Prior Approval Reference Number Prior Approval Case Number Selecting the Inquire button will display results at the bottom of the screen. Note: A be available on the U is available which allows the user to export the results. Excel must 152

153 Prior Approval Status Message Status Messages associated with reports include: Approved The Prior Approval request was approved by Ford as submitted. Prior Approval code is generated Approved Adjusted The Prior Approval request was approved at an amount different from what the Dealer submitted. Prior Approval code is generated. Cancelled The Prior Approval request was cancelled by the Dealer but remains on the Status Report for 90 days NOTE: Once -cancelled. Dealer Action Required The Prior Approval request has been reviewed by Ford and returned to the Dealer requesting more information. Denied The Prior Approval request is denied by Ford based on the information provided by the Dealer. The request is eligible to be appealed. In Process The Prior Approval request has been submitted and being reviewed. Saved Incomplete The Prior Approval request has been saved and not submitted. Submitted The Prior Approval request has been submitted. Details and history of prior approval requests can be viewed by double clicking on any row on the report. A new tab will open with the display. 153

154 Claim Status Report The Claim Status Report provides real-time access to the status of claims, and one-click access to open claims if action is required. Claims can be processed to completion and the User can close out claims once they reach Paid status. Claims are grouped in two categories, Work in Process and Dispositioned. Select the homepage. 154

155 Claim Search The top portion of the search screen provides optional filters. Users can narrow the search to specific criteria by: Status Repair Order Number VIN From (and To) Dates (search a date range) o or click on the calendar to select. 7 days of data is available in a single search (up to 2 years.) NOTE isplay with error message o The default date range is one day (yesterday ) Repair Order Open Date Selecting the Inquire button will display results at the bottom of the screen. Claim Search Results Claim Search Results are divided in two sections: Top Section h o Dealer Action Required o Saved Incomplete (by the dealer) o In Process o Manual Review (by Ford) o Paid o Paid Adjusted o Denied o Cancelled (Cancelled Claims cannot be un-cancelled) Users can scroll through all claims Multiple scroll bars will appear within the result screen and the individual Sections. You may need to scroll using the page scrolling bar at the far right to view the Column headings can be sorted by selecting the arrow next to the header. are used to filter claims displayed in the. 155

156 Claim Search Results example IMPORTANT: 20 days of inactivity notice will appear and on the 30th day the claim will be deleted. Editing Within Claim Report Claims with the status Dealer Action Required or Saved Incomplete can be opened from the Claim Status Report for editing. Select any data field in the row to open the claim. The Claim Entry Screen will open. Any exceptions or notes will be displayed in the top-left corner of the Claim screen Critical exceptions will be designated by a red flag and informational notes are designated by a yellow triangle After saving changes, select View Claim Status Report for any change in claim status. 156

157 Parts Return Status Report OWS Parts Return functionality is available only through Online OWS, not in a DMS. The Parts Status Report is accessed from the OWS Homepage. Approval is required to work within the Parts Status Report. The dealership Security Administrator assigns OWS roles to their employees in the Security Provisioning Services (SPS) application. OWS allows parts return activity to be done through the Parts Status Report which includes: The status of parts and a countdown calendar for returning parts Generating and printing a 700 Tag Virtual boxing of a part to create a shipping label (UPS specific) Creating and printing shipping labels Boxing and shipping parts Integration of Parts Return into the Claim (Case View) Parts Return Status Search The landing page can be used to refine a search, view messages, print search results and export search results to Excel or a PDF. Starting a Parts Search Users can refine a search with filters and drop-down fields found on the Parts Status Report page. Search filters include: VIN (Vehicle Identification Number) 157

158 Status Part Number Tag Number Repair Order number Date search corresponds to Claim payment dates. A 90-day history is available and can be viewed in 30 day increments. A two-year history is only available when entering a Tag # or Repair Order #. generate an OWS Online Parts Status Report with the requested data. Parts Status Report View Selecting the Inquire icon refreshes the report page to provide action buttons for performing the following functions: View and Print Tags Box Parts (UPS only) Download report to Excel or PDF buttons, then the user can generate a parts status report but does not have the Dealer Parts Manager signment. Clicking on a column header will sort the report in ascending or descending order while clicking on the down arrow next to the column header allows for report filtering. 158

159 Parts Status Report The Report provides status of parts when a claim is initially paid. All parts on the paid claim are initially placed into a Hold status within the OWS online parts status report. The number of Hold days can vary from 4 to 8 days depending if weekend and/or holiday processing delays become a factor. Once in the Hold status, the parts would next be placed into a Return Part, Core or Scrap status. The status date for a part corresponds to the date the status of that part changed in OWS (for example, from Hold to Scrap). The date does NOT correspond to the Paid Claim To/From dates used in the Online Status Report query. As a result, users will note dates on parts that exceed the Paid Claim To date which is normal and expected. The Report also allows the user to sort and filter results further by: Chargeback - Claim has been charged back due to non-return of the part or improper part return procedures; a reason code is associated with this status Core - Dealer is required to return the part to Ford for core credit Hold - not a final disposition Return Part - Part is required for return; the record shows the required shipping method and location as well as how many days are remaining for return of the part Scrap - final disposition and dealership is not required to return the part Tag Printed - indicates that the Tag has been printed from the Online Parts Status Report Reversal - Claim has been credited on a previous chargeback based on an appeal or some other reason; a reason code is associated with this status Part Shipped - For UPS and RCRC returns, indicates that the part has been shipped from the dealership and is in transit to Ford Part Received - indicates the box has been scanned at the Return Center or the shipper has delivered the part to its destination Additional information in the Part Record includes an updated calendar with days left to return the Part, Tag Number and shipping method. 159

160 Daily Account Posting Statement The Daily Posting Statement provides a summary of claims with where a credit or debit is issued. day as any calendar date where a claim is paid before the daily cutoff time. For North America, Europe, South America and Emerging Market Services, the business day cutoff is at 9pm Eastern U.S. time. Any claims paid after 9pm Eastern U.S. time will be pos If a claim has NO financial transaction (denied, or paid at zero,) it is NOT included in Posting Statement reports. These $0 claims are available to view in the Claim Status Report. Select the homepage. The Posting Statements selection screen will display and b radio button is selected. Use the date field to select a day for claims up to 180 days. 160

161 Monthly Statement The Posting Statement screen also provides access to Monthly statements. When Monthly Posting Statement is selected, the screen changes to provide drop-down fields for month and year Users can select one month and one year at a time (up to 18 months of data available.) After clicking on Inquire, a pdf of the monthly report will be created and posted on the bottom of the screen. 161

162 CHAPTER 7 Parts Return Parts Return Overview OWS Parts Return functionality is available only through Online OWS, not in a DMS. The Parts Status Report is accessed from the OWS Homepage. Approval is required to work within the Parts Status Report. The dealership Security Administrator assigns OWS roles to their employees in the Security Provisioning Services (SPS) application. OWS allows parts return activity to be done through the Parts Status Report which includes: The status of parts and a countdown calendar for returning parts Generating and printing a 700 Tag Virtual boxing of a part to create a shipping label (UPS specific) Creating and printing shipping labels Boxing and shipping parts Integration of Parts Return into the Claim (Case View) Parts Return Status Report The landing page can be used to refine a search, view messages, print search results and export search results to Excel or a PDF. 162

163 Parts Return Messages At the top of the Parts Return Status Report is a button to access Parts Return Messages. Time-sensitive messages that are specific to Parts Return can be accessed by clicking the button. Here is an example: Starting a Parts Search Users can refine a search with filters and drop-down fields found on the Parts Status Report page. Search filters include: VIN (Vehicle Identification Number) Status Part Number Tag Number Repair Order number Date search corresponds to Claim payment dates. A 90-day history is available and can be viewed in 30 day increments. A two-year history is only available when entering a Tag # or Repair Order #. generate an OWS Online Parts Status Report with the requested data. 163

164 Parts Report Selecting the Inquire icon refreshes the report page to provide action buttons for performing the following functions: View and Print Tags Box Parts (UPS only) Download report to Excel or PDF buttons, then the user can generate a parts status report but does not have the Dealer Parts Manager role Clicking on a column header will sort the report in ascending or descending order while clicking on the down arrow next to the column header allows for report filtering. Parts Status Report The Report provides status of parts when a claim is initially paid. All parts on the paid claim are initially placed into a Hold status within the OWS online parts status report. The number of Hold days can vary from 4 to 8 days depending if weekend and/or holiday processing delays become a factor. Once in the Hold status, the parts would next be placed into a Return Part, Core or Scrap status. The status date for a part corresponds to the date the status of that part changed in OWS (for example, from Hold to Scrap). The date does NOT correspond to the Paid Claim To/From dates used in the Online Status Report query. As a result, users will note dates on parts that exceed the Paid Claim To date which is normal and expected. The Report also allows the user to sort and filter results further by: Chargeback - Claim has been charged back due to non-return of the part or improper part return procedures; a reason code is associated with this status Core - Dealer is required to return the part to Ford for core credit Hold - not a final disposition Return Part - Part is required for return; the record shows the required shipping method and location as well as how many days are remaining for return of the part Scrap - final disposition and dealership is not required to return the part Tag Printed - indicates that the Tag has been printed from the Online Parts Status Report Reversal - Claim has been credited on a previous chargeback based on an appeal or some other reason; a reason code is associated with this status Part Shipped - For UPS and RCRC returns, indicates that the part has been shipped from the dealership and is in transit to Ford Part Received - indicates the box has been scanned at the Return Center or the shipper has delivered the part to its destination 164

165 Additional information in the Part Record includes an updated calendar with days left to return the Part, Tag Number and shipping method. Tags Tag Records can be viewed by clicking on a Tag number in the Parts Return Status Report. Tag Record information includes: View Tag details such as the part supplier and where to send the part View and reprint the Tag Navigate to the Claim Case view to see details about the Claim If applicable to the part, chargeback or reversal reason code and comments 165

166 Claim Case View Clicking on the Claim Unit area of the Tag Record screen will bring the user to this Claim Case view. The Parts Return tab is also available in this view. Selecting this tab will reveal all Parts Return detail associated with that Claim. Printing Tags Printing a Tag and Boxing a Part are separate functions. Tags can be printed from the Parts Return Status Report and requires OWS Dealer Parts Manager Role authorization. From the Parts Return Status Report, the user can select one Tag to print individually or up to 10 Tags can ffers a choice of opening the Tags in a PDF or saving the Tags. All selected Tags will appear in one PDF file with each Tag on a separate page. 166

167 Boxing OWS Dealer Parts Manager Role authorization is required to box a part from the Online Parts Status prepopulated for each part that needs to be returned including: Shipping method Days to return countdown Tag number Select to Box Selecting to box brings up a new screen to prepare a box for saving or shipping: return process initiate the 167

168 Box Preparation The Box Preparation screen contains pre-populated information to help expedite the process. The following information should still be verified: Tag number Part number Contact information Shipping location Shipping method Box dimensions and weight information must be entered by the user. All this information can be saved for later use. package pickup. Sele 168

169 Generate Shipping Label step-by-step instructions for preparing and shipping the UPS box. NOTE: If a user clicks Cancel on the pop-up, NO information is sent to UPS or returned to OWS. The weight and/or dimensions of the box created as well as its destination may generate additional shipping documents which the user can access if they appear on the Box preparation page. These include: Customs Invoice for international shipments within North America Bill of Lading for shipments that meet one or more of the following criteria: o Box weight is 150 lbs. (70 kg.) or greater o Box length is 108 inches (270 cm.) or greater, regardless of the Box height or width o 2 times the Box height plus 2 times the width plus length is 165 inches (419 cm.) or greater Note: The formula dictates the correct box measurements should be entered into the corresponding OWS boxes for length vs. width vs. height. Also it is critical that length is considered as the longest side of the box. 169

170 After the shipping label is generated, the user should re-inspect the box screen. If the box exceeds a certain weight or dimensional limit, a Bill of Lading button will appear in which case the user can click to open the document for viewing or printing If this is an international shipment within North America, a Customs Invoice button will appear in which case the user can click to opening the document for viewing. The Customs Invoice is presented as a template so certain fields can be entered using the keyboard for legibility. The completed template can then be printed as a PDF file. Save a Box Selecting the saved box number opens the box preparation screen so users can do one of the following: Review, update and re-save the information rather than a box number for that part. This allows for boxing of the part at a later time. 170

171 CHAPTER WARRANTY REPAIR FORM OVERVIEW in their Dealership. The 1863 form may for Claim Submission. The following Warranty Repair Form contains the required fields for online claim submission in OWS Warranty Repair Form The letter callouts in the image below are detailed by sections on the following page. 171

172 Filling out the Warranty Repair Form Service Write-up Entries (Repair Visit) Keep all copies of the warranty repair set intact during the Service Write-up. A B C D E Service Advisor ID 1 Service Advisor ID Service Advisor unique Ford ID, 9-Digit Standardized Training and Resource System (STARS) ID. Customer Information 2 Customer Name 3 Customer Address 4 License Plate Number Required for Fleet claims. 5 License Geography (Lic. Geo.) 2-Digit License State Code (State or Province of license plate issuance) Vehicle Information 6 Vehicle Identification Number (VIN) 7 Franchise Vehicle For Extended Service Contract - (ESC) repair for competitive make vehicle, this identifies if the dealership has a franchise for that vehicle make. 8 Special Use Vehicle If vehicle has been modified for special use, enter brief description (ambulance, plow, etc.) 9 OASIS Response OASIS will confirm original date of sale. If OASIS also indicates an open Field Service Action or Customer Satisfaction Program, enter the 5 character program code to identify the repair. 10 ESB Contract No. Repair Order Information 11 Repair Order Number (RO#) 12 Service Tag 13 Cross Reference Number If more space is required to list customer concerns, necessary parts or labor operations, use this box to cross reference additional forms by number. 14 Repair Order (RO) Open Date Date vehicle is presented for service. 15 Odometer Reading at RO Open Miles / kilometers at the time the vehicle is presented for service. 16 Distance Indicator (M/KM) 17 Engine Hours at RO Open 18 Hold at PreValidation Indicator Indicate whether any repair lines should be PreValidated prior to Submission. 19 Manual Review Indicator Indicate whether any repair lines should be sent directly to manual claims assessing. Fleet Information 20 Fleet Company Name The company name of the fleet. 21 Fleet Purchase Order (PO) Number Purchase Order number for fleet contract authorizing the Fleet Service Plan repair to be performed. 172

173 F G H I 22 Fleet Discount Percent The percent discount offered by the Dealership for Fleet retail repairs billed through the Fleet Service Plan. 23 Fleet Approved Amount Total amount approved by fleet customer for a Quality Fleet Care (QFC) repair. 24 Driver ID/NO. Fleet assigned driver identification number. Service Installed Parts 25 Service Installed Parts Use only when a service installed part or accessory has failed. Indicate which part(s) failed here. 26 Original RO Number Use only when a service installed part or accessory has failed. Enter original Repair Order number. 27 Date Installed Use only when a service installed part or accessory has failed. Enter date part was originally installed. 28 Elapsed Odometer Use only when a service installed part or accessory has failed. Enter distance accrued since date of original installation. 29 Distance Indicator (M/KM) Customer Comments 30 Repair Line (RL) Assign a separate repair number for each customer concern. You may use numbers or letters to indicate the order of your repairs. 31 Customer Concern Detailed description of how the customer describes his/her concern. Do not diagnose concerns at this time. Up to 2,000 characters. 32 Customer Concern Code (CCC) Refer to your Customer Concern Code Sheet, the Ford Service Labor Time Standards Manual, or the Appendix of this manual to select the appropriate Customer Concern Code. Labor Entries 33 Technician ID Service Advisor unique Ford ID, 9-Digit Standardized Training and Resource System (STARS) ID. 34 Labor Operation Code This information can be found in the Ford Service Labor time Standards CD or other Company published documents such as Technical Service Bulletins. 35 Hours The labor hours claimed for reimbursement for each operation entered in hours. 36 Rate Price for labor. 37 Labor Invoice Number Third party invoice number for outside labor repair. Part Entries 38 Repair Line (RL) Assign a separate Repair Line for each customer concern. 39 Part Number If the part is replaced, enter the entire part number. If the part is adjusted or repaired, enter the full Ford part number. If the full part number is not available, the causal base number is acceptable. 40 Description This is a legal requirement in some states. This is not a Ford requirement. 41 Quantity (QTY) Quantity of each part needed. 42 Unit Price Dealer price for each part. 173

174 J K L 43 Part Handling Allowance (PHA) 44 Core (not for U.S.) The difference between the outright price and the exchange price on a part that can be returned and remanufactured in the Ford Remanufacturer Program. 45 Condition Code (CC) The condition code for the causal part. Defines the type of failure the technician identified for the causal part. 46 Part Invoice Number Invoice number from outside part purchase. Miscellaneous Expense Entries 47 Repair Line (RL) Enter the same repair line that was assigned to the customer concern for which this part applies. You may use numbers or letters to indicate the order of your repairs. 48 Code Identifies the type of expense entered in the Misc. Expense fields. Former codes, such as sublet codes, are now part of the miscellaneous expense codes. 49 Hours Time requested for administrative claim in hours with tenths of hour. 50 Days The number of days claimed when Misc. Expense is used to claim. 51 Cost Amount of Miscellaneous Expense. Zeros are allowed. 52 Invoice Number The invoice number associated with a miscellaneous expense. 53 Miscellaneous Subtotal Subtotal for each miscellaneous expense Approval and Deductible 54 Customer Signature and Date Customer Signature must occur after concerns are documented. 55 Authorized Dealer Personnel Signature 56 Deductible If any repair is covered by a Ford service contract or warranty that states the customer is responsible for a deductible amount, that amount needs to be listed here. NOTE: This one deductible amount applies to all repairs in this visit. Do not subtract the deductible from any individual repair total. Repair Summary Information 57 Repair Line (RL) Enter the same repair line that was assigned to the customer concern for which this part applies. You may use numbers or letters to indicate the order of your repairs. 58 Claim Type Two digit code which identifies the Claim Type to be used for submitting a claim. 59 Pre-Defined Repair / FSA Option Code If applicable and identified in a service publication, enter PDR code that authorizes the repair and lists bill of materials. 60 Sub Code Used to identify the type of coverage which applies to a specific Repair Line. 61 Related Damage Place an 'X' in the box if the repair is the result of related damage on a Field Service Action or Customer Satisfaction Program. 62 Approval #1 & #2 If a dealer has a self-approval code or has obtained an approval number from a plant, Customer Relationship Center, ESP Prior Approval, General Office, Technical Hotline Prior Approval or Market Area, the assigned code must be entered here. If two approvals have been obtained, enter both. 63 Parts Subtotal 64 Parts Total 65 Admin Allowance & Hours 66 Tax Enter an extended dollar amount (by repair) on those repairs where taxes apply. 174

175 M N 67 Customer & Dealer Participation Use for Customer Loyalty Plan repairs. Some situations may arise where the dealer or Company wishes to pick up some additional expenses beyond the warranty coverage. 68 Repair Total Total summation of all totals and other adjustments for the individual repairs. 69 Totals (By Column) Total summation of cost for each column. Test Result Entries 70 MIL On Indicator Malfunction Indicator Light code. 71 Battery Approval Code #1 & #2 Code(s) generated by a hand held tester or charger/tester combo indicating whether the battery needs to be replaced. 72 Causal Part Indicator Indicates the part that caused the repair for each Repair Line. 73 Repair Line (RL) Enter the same repair line that was assigned to the customer concern for which this part applies. You may use numbers or letters to indicate the order of your repairs. 74 Diagnostic Trouble Code (DTC) Groups Powertrain Key On Engine Off (KOEO) DTC #1 - #6 Powertrain Key On Engine Running (KOER) DTC #1 - #6 Powertrain Key On Engine Continuous (KOEC) DTC #1 - #6 Body DTC #1 - #6 Chassis DTC #1 - #6 Undefined DTC #1 - #6 Other DTC #1 - #6 75 Required Measurements and Results #1 - #16 Measurement or test results as required by policy for certain repairs. 76 Replaced & Replacement DOT Codes #1 - #7 Department of Transportation (DOT) code from tire(s) that was removed (replaced tire). Department of Transportation (DOT) code from tire(s) placed on the vehicle (replacement tire). 77 Miscellaneous Text Field Space for additional information that does not fit elsewhere on the form. Technician Repair Field (x3) 78 Technician Comments A detailed description of the service performed and the specific reason for the failure. Up to 2,000 characters. 79 Repair Line (RL) Enter the same repair line that was assigned to the customer concern for which this part applies. You may use numbers or letters to indicate the order of your repairs. 80 Technician ID Service Advisor unique Ford ID, 9-Digit Standardized Training and Resource System (STARS) ID. 81 Repair Line Close Date Date that the individual repair was completed. 82 Odometer at RL Close Odometer reading at the time the repair was completed. 83 Distance Indicator (M/KM) 84 Engine Hours at RL Close Reading of operating hours, if present in vehicle, at the time the individual repair line is completed. Used with certain engines (e.g., diesel, industrial.) 85 Time Clock ON/OFF Provides space for clock punches for each repair to be recorded. 175

176 Alternative Forms (Repair Orders) Dealers may use an alternative repair order (computer-generated or other) only if Market Area Management has approved the format and use of the repair order and all of the following information appears on the repair order (either in designated areas or in a stamped area on the face of the form): Repair Order Number Repair Line Number Approval Code or Number (if applicable) Vehicle Identification Number OASIS Response Repair Order Open Date Odometer Reading at Repair Order Open Distance Indicator (M/KM) Part Number(s), Quantities & Amounts Causal Part(s) Condition Code(s) Labor Operation Number(s), Schedule Time and Amounts Customer Description of Concern, Technician Comments, Repair Description and Customer Concern Code Service Advisor's Identification Technician's Identification Cross Reference Number Parts Sub-totals Parts Allowance Total Dealer and Customer Participation Amounts Separate Customer Deductible Field Total Parts, Labor and Claim Amounts by Repair Service Installed Parts Original Repair Order/Over-the-Counter Invoice Number, Installation Date and Accumulated Distance Customer Name, Address and Signature 2-digit License State Code Dealer, General Manager or Authorized Person Signature Miscellaneous Expense Area for Loaner, Refunds, Handling, Towing, Admin. Allowance and Tax Diagnostic Trouble Codes Time Clocking Section Core Charge No longer applicable in U.S. New or Modified Fields for OWS claim processing Sub Code (formerly ACES II term Program Code) Repair Line Close Date Odometer Reading at Repair Line Close Field Service Action Related Damage Indicator Field Service Action Option Code Indication of Franchise / Special Use Vehicle ESB Contract Number Engine Hours at Repair Order Open Engine Hours at Repair Line Close Fleet Company Name, PO No., Discount Percent, Fleet Approved Amount, Driver ID/No. Part Invoice/ Labor Invoice numbers Battery Code fields MIL Light Indicator Replaced/Replacement Tire DOT Codes Required Measurements and Results 176

177 177

178 Appendix OWS Screen Icons and Dynamics OWS has a number of screen dynamics that are designed to make the system user friendly. This section will provide information on these screen dynamics and how to use them. Dynamic Name Description Advanced View button Choose a new dealer code window Add a new line button Appeal button Apply button Asterisk (yellow) Will switch from Basic Screen view to Advanced Screen view. For dealers that are responsible for multiple dealer codes, this pulldown will display other Dealer Codes that the user has been allowed access. Inserts an additional line or row to allow entry of additional items. Initiates the appeal process in OWS. After entering data, this button reviews data Indicates a required field. Attachment button Basic View button Calendar button Cancel button Cancel Adjustment button Cancel Repair Line button Cancel Repair Order button Check Box Close button Collapse For attaching supporting documents. Will switch from Advanced Screen view to Basic Screen view. Provides a calendar for date input. Cancel button in pulldown menus to close the pulldown list. Cancels the appeal request of a claim. Will delete all unsaved data for this Repair Line Will delete all unsaved data for this Repair Order A check box allows you to select single or multiple items. Click inside the check box to select or deselect item. A check mark is present if selected. Allows you to close out of a display window. The right arrow Indicates the collapse function and will hide all the information within the applicable screen section. 178

179 Dynamic Name Description Delete button Discard button Edit Field button Removes the line of inputs without saving the data. Will close current window and discard any updates since the last save. Allows user access to editable fields. Exception Message Flag (hard) Exception Message Flag (soft) Expand Export to Excel button Export to.pdf button Generate Prior Approval Request Icon Generate Claim Entry Icon Generate Report button Get All Customer Concern Codes button Get All Miscellaneous Expense Codes button Hover Over Information Alert icon Inquire button Indicates the exception must be corrected before submitting the claim. Indicates an informational exception. (i.e. Cost Per Repair Comparison Filter) The downward arrow Indicates the expand function and will display all the information within the applicable screen section. Will export a copy of the displayed report to an MS-Excel format file. Will export a copy of the displayed report to a.pdf format file. Generate Prior Approval Code request per text label Generate Claim Entry per text label On report screens, after user has entered criteria, this will generate the Report requested. In Claim Entry, user has option to view all available Customer Concern Codes in a pulldown menu. This button is available after user chooses the pulldown menu when entering a Miscellaneous Expense Code. It will display all available Miscellaneous Expense codes. Many field names may indicate the corresponding data field has an available description. To view the description hover the mouse over the corresponding Data Field. This icon is used throughout the OWS User Guide to identify useful tips for using OWS. Once search criteria entered this will initiate search. 179