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1. New Integrated Financing Requests
- Each integrated financier has a different process. Follow the instructions for each, linked from this article: How to Process Financier and Channel Manager Partner Requests
- Integrated Financing Request Workflow: https://docs.google.com/spreadsheets/d/1Pq-mdKXbE7lSuZoz_IAXN6FDx4vW0gQyLp0fvqOKR3E/edit#gid=0
2. New Non-Integrated (configured) Financial Products
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- If the requirements have not been met:
- Follow up with the customer to get clarification on each point needed or let them know the requirements/issue and next step
- Once all information has been gathered, or issues cleared up - proceed to the next step
- If the requirements have been met, please create a CS ticket.
- Use the automated CS ticket feature selecting "Configured Finance" from the Needs Configuration field
- Then open the CS ticket and selected assignees (refer to CS workload dashboard and select based on who has fewest tickets assigned to them), and update the Component field with the company name
- If the customer has provided any additional information, add it to the internal comments on the CS ticket
- The automatic creation of the CS ticket will send an initial request to the customer
- Make sure the SS ticket is in the Workflow status in "Needs Configuration".
- Once the CS ticket is marked done (you can see ticket status under linked issues) an automated communication will go to the customer
- If we haven't heard from the customer in one-business day, then close the ticket.
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3. Modifying Non-Integrated (Configured) Financial Products Dealer Fees
- Requirements
Is the product an integrated finance product? https://docs.google.com/spreadsheets/d/1Pq-mdKXbE7lSuZoz_IAXN6FDx4vW0gQyLp0fvqOKR3E/edit#gid=0- Is this an update or a new product? We can update dealer fees, but updating APR, contract-term or adding a promotional period might require a new product.
- If the requirements have not been met:
- If they are requesting a Sunlight, product update refer them to Sunlight using this process. Sunlight's solver cannot include dealer fees.
- If they are requesting updates to HDMC, Lifestyle, or PACE Funding please refer them to their support so they can discuss their pricing. Contact information can be found here.
- If the requester wants to update their Renew product, the configuration team can determine if it is possible through the API. If a customer wants to update their fees on LoanPal, this can be done on both integrated and non-integrated products.
- If they do not have a rate sheet ask them to provide one, if they cannot provide it send them this article so we can get the information we need in order to model the product.
- If they are asking for an edit, when it really should be a new product, please revert to collecting the information outlined above.
- After verifying the requirements have been fulfilled, please create a CS ticket and assign to yourself. Instructions on how to create the ticket here and instructions on the assignee here. Always ask if they want dealer fees included, if not previously specified.
- Place SS ticket in the Workflow status in "Needs Configuration".
- Complete the dealer fee changes in the CS ticket. Assign to Bogdan, Marko or Vlad depending on their workload. Instruction on how to update dealer fees are here. Workload distribution can be seen here.
- Once the ticket is UAT (you can see ticket status under linked issues) communicate to the customer their request has been fulfilled and close the ticket.
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