Please check your spam or junk email folder for your welcome letter. This letter contains user-friendly information to help you log in. Make sure you are using the same email address that you used to set up your account, as shown in the welcome letter.
If you need to reset your password, please note that the reset email might also go to your spam or junk folder. If you continue to have trouble, our support agents are available to assist with a user reset.
Please reach out to the vendor (company you are using, example: TireAgent) for assistance. They will be able to assist you.
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
Introduction
Why Reverse Late Fee?
Reversing late fees is necessary in cases where exceptions or courtesies are extended to customers for specific reasons.
Step 1 – Populating the Account
Begin by populating the customer’s account with relevant information in Loan Pro.
Step 2 – Navigating to Servicing Tab
Go to the “Servicing” tab to access charges and payment details.
Step 3 – Selecting Charges
Under the “Servicing” tab, select “Charges” to view the list of charges associated with the account.
Step 4 – Reversing Late Fee
Identify the late fee payment you want to reverse.
Click on the blue arrow to the right of the screen next to the late fee payment.
Step 5 – Comment for Reversal
In the pop-up box, type a comment explaining the reason for the reversal (e.g., “1-time courtesy”).
Provide a brief and clear explanation.
Step 6 – Initiating Reversal
Click on “Reverse Charges” to save the changes and initiate the reversal process.
Step 7 – Double-Check Reversal
Review the charges section to ensure that the late fee reversal is accurately reflected.
Check if the customer has attempted payment through Tire Agent initially. OLI prefers to avoid covering the costs of multiple returns, only proceeding if necessary.
Returning Within 30 Days: If you find yourself within the 30-day return window, you have two options:
Example Template: Subject: Assistance with Tire Return
Hello [Customer’s Name],
We appreciate your interest in returning merchandise. Before we proceed, could you confirm the following:
Please reply to this email with clear pictures of the tires unmounted, stickers still on them, and pictures showing the size, brand, and tread. Additionally, include pictures of tire pressure monitors and all related items.
Thank you for your cooperation.
Best regards,
Own.Lease
Return Link Email: Subject: Tire Agent Return Form
Hello Valued Customer,
To streamline your return process, we kindly ask you to complete the return form. If you have any questions or need further assistance, feel free to contact our Tire Agent.
Access the return form here: https://www.tireagent.com/returns
Thank you for choosing Tire Agent.
Best regards,
Own.Lease
Please check your spam or junk email folder for your welcome letter. This letter contains user-friendly information to help you
Please reach out to the vendor (company you are using, example: TireAgent) for assistance. They will be able to assist
Customer Initiated Cancellations: In the event a customer contacts you directly requesting a cancellation of their lease agreement, kindly advise
A reversal should only be done for Ghost payments any other reversal should be escalated to the CX Manager Queue
Introduction Why Reverse Late Fee? Reversing late fees is necessary in cases where exceptions or courtesies are extended to customers
Check if the customer has attempted payment through Tire Agent initially. OLI prefers to avoid covering the costs of multiple
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