Declined Services Letter:

  1. DS Op Codes
  2. The dealer sets up DS op codes in their system. The dealer would need to set up different declined service op codes for each service that they want to appear on the DS letters that are available in our system. Their op codes would be normalized against our list of available DS Op Code ID’s.
  3. For example, theycould use XBS for declined Brake Service & X6K for declined 6,000 Mile Service. These would be normalized into our database & the XBS would produce a DS letter for "Brake Service" & the X6K op code would produce a DS letter for "6,000 Mile Service".
  4. If the dealer only wants to have 1 DS op code we would normalize it to our generic DS Op ID & all letters would say either "General Maintenance" or "Declined Service".
  5. It would more beneficial for the dealer to select several unique op codes for different declined service in order to better target the customer's declined service.
  6. Using op codes is best when the dealer wants to make sure the letters are going out for the correct service as this process is not subject to spelling errors & interpretations.
  7. This is the only option available to non-R&R or ADP dealers.
  1. DS Comments/Line 20
  2. The dealer enters DS in their ADP Comments or R&R Line 20.
  3. Upon RO import our system searches for any of the follow 4 trigger key words or variations of them: needs, suggests, declined, recommends.
  4. Once this is found it then searches for the service key words which will determine the service listed on the letter.
  5. If there are more than one of these service key words the system picks up the first four with the highest priority (i.e. brakes, engine, transmission & clutch over oil change and wipers).
  6. Warning: if the dealer enters the following comment: “Brake Service Completed. Needs Oil Change.” The DS letter will be for both Brake Service and Oil Change. If the dealer chooses this method it is best if they limit their Comments/Line 20 to only declined services.
  1. Using Op Codes & Comments/Line 20
  2. If the dealer enters a Comment/Line 20 & a DS op code, both sets will be considered for the letter – up to 4 total.
  1. We look back only 1 month to pick up Declined Services Comments.
  1. The Declined Service process supports up to 4 Declined Service Op Codes on the letter.
  1. Declined Services Program can be run on their own without the dealer having to sign up for SRL program.
  1. This series can have only one letter per repair order.
  1. Declined Service letters are removed if a subsequent RO is received within 7 days of the RO with the DS.
  1. Declined Service letters mail as 1st priority.