Service and Parts Business

Service Manager Bulletin
TITLE:

Volvo Car Canada Goodwill Claim Policy & Guidelines
GROUP:

NO:

ISSUING DEPARTMENT:

CAR MARKET:

00

071C

Warranty

Canada

REVISIONS:

ISSUE DATE:

STATUS DATE:

The following sections have been updated:
VII: Non-Technical Goodwill Claims
VIII: Goodwill Rental Car Assistance Program

2022-02-11

2022-05-12

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“Right first time in Time”
I. Volvo Car Canada Goodwill Philosophy
Goodwill is not just financial assistance; it is an opportunity to build strong relationships which are the
foundation of long- term customer retention. Customers base their purchase/repurchase decisions on the
quality of service and the “ownership experience.” In this environment, retailer personnel and processes
are important resources for retailing Volvo customers.
II. Prior Approval Authorization
Any Goodwill decision must have prior approval from a Volvo Regional Aftersales Manager (RAM).
This is not an effort to reduce retailer effectiveness, but rather an opportunity for Retail Facility
Goodwill Representatives to seek advice from their Regional Aftersales Manager. All goodwill claims
require a “DP” authorization prefix.
NOTE: All Goodwill and Non-Technical Goodwill claims require a DP prior approval authorization.
III. Consideration for Goodwill Assistance: In considering a customer’s request for Goodwill, it is
important to weigh the merit of that case individually and completely. The following are other factors
that you may want to consider in addition to the guidelines:
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Repeat/multiple Volvo owner
Car is serviced regularly with a Volvo retailer
Repairs impacting the safety or reliability of the car
Transient and relocated owners should be given equal consideration under this policy.

Produced and printed in the USA and available as an electronic document.
© 2022 VOLVO CAR USA, LLC

Service Manager Bulletin 00-071C
Volvo Goodwill should not be considered for any of the following:
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Repairs made by a non-Volvo retailer
Substandard or improper repairs and any consequential failures
Failure of component or consequential failures due to use of non-Volvo parts
Normal wear, accidents, damage, misuse or improper maintenance
Repairs that could be covered by an existing warranty or extended service contract
Repeat repairs
Claims and repairs that have been previously submitted for payment under warranty or CAVCPO
and were returned unpaid or adjusted.
Retailer administration issues (late claim submission, failure to obtain prior approval, etc.)
Marketing Programs (i.e., Carefree Coverage etc.)
Other customer satisfaction programs previously or currently offered outside the parameters of this
Goodwill Policy (i.e., Enhanced Customer Experience Goodwill Policy)
Repairs denied under warranty
No Fault Found (NFF)
Customer pay repairs declined by the customer
Damage caused by retailer/technician error
Grey Market Vehicles
Aftermarket Parts
Salvage title or warranty void vehicles
Reconditioning of used vehicles
Add on repairs
Damage/Repairs covered by the vehicle owner’s Insurance
Reimbursement for previous repairs
Animal/Pet/Rodent damage
Consequential damage including, but not limited to, commercial loss, lost wages, loss of perishables,
property damage, etc.
Wholesale
Goodwill will not be considered for circumstances which occur prior to a customer’s vehicle
experience. These would include, but are not limited to, circumstances such as:
w Change in new vehicle incentives
w Incorrectly specified factory options, color, etc.
w Delays in transport beyond Volvo Car Canada control, etc.
w Vehicles in Retailer Inventory

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2022-05-12

Service Manager Bulletin 00-071C
IV. Parts/Accessory Warranties on Goodwill Repairs
Genuine Volvo Parts and accessories used in a Goodwill repair will be covered under the applicable
Genuine Volvo Accessories or Volvo Lifetime Replacement Parts and Labor Warranties (e.g., 5 year
prorated battery, lifetime muffler, etc.)
V. Claim Documentation
Once a goodwill decision has been made, proper documentation and submission of the Goodwill claim
is required for payment.
Note: The repair line on the RO and the customers copy must state:
“Assistance has been provided as a one-time Goodwill gesture by Volvo and (Retailer) in the interest of
customer satisfaction and owner loyalty.”
Claims for Goodwill that do not contain the statement above, signed by the customer, may not be
authorized for payment.
VI. Claim Submission
A goodwill claim must be submitted for processing through the warranty system and payments will be
included in the dealer’s weekly service transaction statement (STS).
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Follow regular warranty claim procedures.
Identify Goodwill repairs as Type 05.
Complete the Condition/Repair text section of the claim including a brief description of the failure
and the reason goodwill is being provided.
Enter the claim totals (approved for the Goodwill repair).
Enter the Prior Approval Number in the appropriate field.

VII. Non-Technical Goodwill Claims Updated
A. Guidelines
Reimbursement to Retailers for payments made on a customer’s behalf for any of the following that
are charged to Goodwill, will be processed through the warranty system.
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The purchase of a LGM Extended Warranty Contract
Monthly vehicle lease payment(s) (max 3)
AT&T Data Subscription
The purchase of a Pre-Paid Maintenance Contract (excludes BEV Recharge XC40/C40 models)
The purchase of a Volvo Accessory

Check requests are not required.
A non-technical goodwill claim must be submitted for processing through the warranty system and
payments will be included in the dealer’s weekly service transaction statement (STS).

2022-05-12

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Service Manager Bulletin 00-071C
B. Claim Documentation
ALL Non-Technical Goodwill claims must be reviewed and authorized by the Volvo Regional
Aftersales Manager (RAM).
The prior approval suffix is DP.
Authorization will be generated via the Electronic Goodwill/Warranty Authorization Application.
C. Claim Submission
The following information is required when entering a non-technical claim.
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Long Form Claim
Claim Type: 05NT
Cause Code: 98
Symptom Code: 1C
Prior Approval Prefix: DP

Sublet Main Operation Number: Choose One from the List Below Only**
07004: LGM Extended Warranty Contract Purchase
07005: Customer Lease Payment (Max 3)
07017: AT&T Data Subscription
07018: PrePaid Maintenance Contracts
07020: Accessory Purchase
Sublet Amount: Sublet amount claimed must be equal to the goodwill amount approved by your
Volvo regional Aftersales Manager (RAM).
**Only one of the specific Sublet operations numbers listed above can be submitted.
Claims should not be submitted for any other customer satisfaction programs previously or currently
offered outside the parameters of the Non-Technical Goodwill Policy.
D. Condition Repair Text and Supporting Documentation Requirements
The repair text must include the following applicable information and all supporting documentation
noted must be attached to the R.O. per audit requirements.
LGM Contracts: include Customer name, address, VIP contract number, contract cost (Retailer net
cost) and contract length. A copy of the reimbursement check (when applicable) from the retailer
made out to the customer, a copy of the VIP contract and a copy of the prior approval and amount
authorized from the Electronic Goodwill/Warranty Authorization App must be attached to the R.O.

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Service Manager Bulletin 00-071C
Lease Payments: include Customer name, address, financial institution name, account number,
monthly payment amount and number of payments made. There is a 3 payment maximum. A
copy of the reimbursement check from the retailer made out to the customer and a copy of the prior
approval and amount authorized from the Electronic Goodwill/Warranty Authorization App must be
attached to the R.O.
AT&T Data Subscriptions: include Customer name, address, AT&T account number, length of
contract extension and amount. A copy of the reimbursement check from the retailer made out to the
customer, a copy of the AT&T contract and a copy of the prior approval and amount authorized from
the Electronic Goodwill/Warranty Authorization App must be attached to the R.O.
Pre-Paid Maintenance Contracts: include Customer name, address PPM contract number, contract
cost (Dealer net cost) and Plan type. A copy of the reimbursement check (when applicable) from the
retailer made out to the customer, a copy of the PPM contract and a copy of the prior approval and
amount authorized from the Electronic Goodwill/Warranty Authorization App must be attached to
the R.O. (excludes BEV Recharge XC40/C40 models)
Volvo Accessory: include Customer name, address, description of the accessory purchased, part
cost (dealer net cost) and labor time to install (when applicable). A copy of the reimbursement check
(when applicable) from the retailer made out to the customer, a copy of the punch time to install the
accessory (when applicable), a copy of the prior approval and amount authorized from the Electronic
Goodwill/Warranty Authorization App must be attached to the R.O.
VIII. Goodwill Rental Car Assistance Program Updated
To further enhance the Volvo ownership experience, Volvo Car Canada Ltd. Is offering the Goodwill
Rental Car Assistance Program. Consideration under this program will only be provided when
exceptional circumstances that are outside the parameters of the current Volvo Customer Service Loaner
Program are encountered and is at the sole discretion of the Regional Aftersales Manager.
A. Guidelines
Volvo will allow a daily subsidy up to $130.00 per day for a maximum of $1820.00 per occurrence
(up to 14 days) for reimbursement of rental costs from a national rental agency. The Customer’s car
must be off the road overnight for one of the following reasons:
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Unavailability of parts specifically related to a Volvo Parts backorder situation
Requires inspection by Volvo Cars Field Technical Personnel
There are no vehicles in the Service Loaner Program that meet the customer’s specific needs
(i.e., require a hitch, will be crossing the US border)

Prior Approval from your Regional Aftersales Manager is required with the Prefix DP. In those
situations where an extended rental is required amounting to more than $1820.00, a separate claim
and a new prior approval must be submitted for every 14 days of rental.

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Service Manager Bulletin 00-071C
B. Claim Submission & Reimbursement Procedures
Only one (1) claim per 14-day period 14 days is allowed.
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Long Form Claim
Claim Type: 05NT
Cause Code : 98
CSC : 1C
Prior Approval Prefix : DP

Repair order text must indicate the number of days the rental car was in use and the daily cost.
Only one of the following operations can be used as the Main/ Sublet operation for the total claim
amount.
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Parts Availability: 01513
Requires Field Inspection: 01543
Daily Use: 01553

Authorization will be generated via the Electronic Goodwill/Warranty Authorization Application.
Note: These sublet reimbursements are not entitled to the 10% sublet repair mark up. Claims should
be submitted for the reimbursement amount authorized under goodwill only.
All standard submission requirements apply to claims filed under the program. Claims should be
submitted within 7 days of the repair. As with all claims submitted through the processing system,
Volvo will assign a claim number for each R.O. entered.
Claims with administrative errors will be returned for correction in the same manner as a warranty
claim would be returned to your facility.
All audit requirements must be met.
Should you have any questions concerning CLAIM PREPARATION & SUBMISSION of a
goodwill claim, you should contact the Warranty Assistance Desk.

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2022-05-12