If you’re experiencing issues accessing your approved lease amount, please contact Tire Agent directly at 833-847-3463. You can also reach out to us at 855-447-4921. Additionally, please share any screenshots of the issue to assist us in resolving it promptly.

Customer Initiated Cancellations: In the event a customer contacts you directly requesting a cancellation of their lease agreement, kindly advise them to reach out to Tire Agent for further assistance. As per our policy, we are unable to process lease cancellations unless instructed by the Tire Agent.

Communication with Tire Agent: Customers should be encouraged to request an email from the Tire Agent explicitly stating the cancellation request. This email should then be forwarded to us for processing. Alternatively, the Tire Agent can copy us on the email when communicating with the customer directly.

We do not escalate cancelation request to Antonio unless we are contacted by Tire Agent.

When contacted by Tire Agent always confirm the Name of the representative you are speaking with.

A reversal should only be done for Ghost payments any other reversal should be escalated to the CX Manager Queue

Step 1 – Accessing Payment Screen

Begin by navigating to the payment screen in Loan Pro.

Step 2 – Locating Reversal Option

On the payment screen, look for the payment you want to reverse and click the arrow pointing left, typically located on the right side of the screen.

Step 3 – Initiating Reversal Process

Click on the left-pointing arrow to initiate the reversal process.

Step 4 – Providing Reversal Details

In the pop-up window, select “Clerical Error” as the reversal reason.

In the reversal comments section, type “Clerical Error.”

Step 5 – Configuring Reversal Options

Ensure that “Reversal Charge Fee” and “Reversal Merchant Transaction” are both set to “No.”

Note that these options should always be set to “No” by default.

Step 6 – Initiating Reversal

Finally, click on “Reverse Payment” to complete the reversal process.

Step 7 – Double-Check Reversal

Verify the payment history to confirm that the ghost payment has been accurately reversed it should be highlighted in a peach color and the status should be “Reversed”.

 Note: Agents can only reverse Ghost Payments. If a payment was successfully processed that needs to be reversed it should be escalated to the CX Manager Queue