Service and Parts Business

Service Manager Bulletin
TITLE:

New Volvo Goodwill Self Authorization Program
GROUP:

NO:

ISSUING DEPARTMENT:

CAR MARKET:

00

071

VCUSA

USA

REVISIONS:

ISSUE DATE:

STATUS DATE:

2022-11-16

2022-11-16

Page 1 of 6
“Right first time in Time”
601.010
Introduction
The below program explains Volvo Self-Authorizing Goodwill Program and should be used for guidance
on all claims under this program. NOTE: The Goodwill Rental Car Assistance Program and NonTechnical Goodwill Claims are excluded from this document and are outlined in separate bulletins.
601.020
Volvo Car’s Goodwill Philosophy
Goodwill is not just financial assistance; it is an opportunity to build strong relationships that 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 retaining Volvo customers. Goodwill is an investment in the customer, with
a recognition that the customer brings future value both to Volvo Cars, as well as to the Volvo Cars
Retailer.
Retailers who meet certain eligibility criteria shall qualify to become a Volvo Goodwill SelfAuthorizing Retailer which will allow retailers to make on-the-spot goodwill decisions without the need
for AMM pre-authorization.
601.030
Section 1: Qualifying to Become a Volvo Goodwill Self-Authorizing Retailer
Self-Authorization will be granted or removed by Volvo Car USA based on an establish criteria. Please
see a separate publication “Qualifying as a Volvo Self Authorizing Retailer” to determine if you have
qualified for the defined period.

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

Service Manager Bulletin 00-071
601.040
Section 2: Goodwill Guidelines
Occasionally, customers request financial assistance when the new car limited warranty, CPO limited
warranty, and/or the VIP extended warranty do not apply or have expired. The Volvo Goodwill Self
Authorizing Retailer program offers an option to make an on-the-spot customer decision to enhance
owner retention.
Volvo Goodwill Self Authorizing Retailer Spending Guidelines
Age and mileage limits are provided as guidelines for most goodwill decisions. These are not hard and
fast rules. Each customer is unique and there may be situations where goodwill is appropriate beyond the
guidelines (See “Out of Guidelines” Spending). The amount of assistance will vary based on customer
expectations. There is no substitute for good judgment in decision-making. Volvo’s Goodwill guidelines
are that the repair is:
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Outside of Volvo’s limited warranty scope of coverage. Examples include, New Car, SRS/ Seatbelt,
Emission etc. as outlined in the warranty and maintenance guide for the applicable model year.
Not covered by an Extended Service Contract, Extended warranty etc. which is active on the vehicle.
The Less than 8 years (96 months) or 80,000 miles from the original in-service date.
$1,500 max amount.
Max 1 goodwill claim per visit. Max 3 goodwill claims per VIN. One customer concern
originating from the same defect is 1 claim and cannot be combined with other goodwill offers
such as, but not limited to Premium Customer Experience Program (“white glove:”).

Volvo Goodwill Self Authorizing Retailers, “Out of Guidelines” Spending
Any Goodwill decision beyond the specified above guidelines must have prior approval from a
Volvo Aftersales Market Manager (AMM). Please follow your AMMs guidance and use the Claim
Authorization Application in the Volvo Cars Retailer Portal.
601.050
Section 3: 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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Original/repeat/multiple Volvo owner
Customer’s ownership plan
Condition of vehicle
Service History
Months and/or mileage out of coverage
Repairs impacting the safety or reliability of the vehicle
Traveling, transient, and relocated owners should be given equal consideration under this policy.

A goodwill assessment tool will be available in the Volvo Cars Portal (VCP) and will be required to be
used as part of the self-authorizing goodwill process. See “Claim Documentation” below.

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Service Manager Bulletin 00-071
Financial Participation
Volvo’s Goodwill program is a powerful tool for customer retention. It is a demonstration of our
commitment to the ongoing success of Volvo and our retail partners. Because the benefits of long-term
customer loyalty are critical to the success of Volvo Cars and Volvo Cars retailers, Goodwill is a mutual
investment in the customer between Volvo Car, and the Volvo Car Retailer.
For consideration, according to industry studies, the full value of Goodwill can only be realized by
involving the customer in the resolution. Retailers and customers should therefore be expected
to financially participate together along with Volvo Cars. Your AMM is always available for
consultation should you require.
Goodwill Exclusions
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 a component or consequential failures due to the 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 CPO and
were returned unpaid or adjusted
Retailer administration issues (late claim submission, failure to obtain prior approval, etc.)
Maintenance Programs (FSM), Marketing Programs (i.e., Safe + Secure, Carefree Coverage, Care
Package vehicles (BEV) etc.)
Other customer satisfaction programs previously or currently offered outside the parameters of this
Goodwill Policy
Repairs denied under warranty
No Fault Found (NFF)
Damage caused by retailer/technician error
Grey Market Vehicles
Aftermarket Parts
Salvage title or warranty void vehicles
Reconditioning of used vehicles (existing or potential future inventory)
Add on repairs
Damage/Repairs covered by the vehicle owner’s Insurance
Damage/Repairs rejected by the vehicle owner’s Insurance OR as a result of the customer being
underinsured.
Reimbursement for previous repairs
Animal/Pet/Rodent damage
Consequential damage includes, but is not limited to, commercial loss, lost wages, loss of
perishables, property damage, etc.
Wholesale customers

2022-11-16

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Service Manager Bulletin 00-071
•

Goodwill will not be considered for circumstances that occur prior to a customer’s vehicle
experience. These would include but are not limited to, circumstances such as:
• Change in new vehicle incentives
• Incorrectly specified factory options, color, etc.
• Delays in transport beyond Volvo Car USA’s control, etc.
• Vehicles in Retailer Inventory

601.060
Section 4: 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:
“This repair is not a matter for warranty. Assistance has been provided as a one-time Goodwill
gesture by VCNA 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.
Goodwill Self-Authorization Log
Retailers must complete the New Goodwill Self-Authorization Log for all self-authorized (DD)
Goodwill claims. This provides a permanent record for the retailer, Aftersales Market Manager, and
Volvo Car USA. This will also provide the prior approval necessary to make a claim back to Volvo.
Failure to complete New Goodwill Self-Authorization Log for each self-authorized goodwill claim, will
result in claim rejection.

Prior Approval Number
Each Goodwill claim must have a prior approval number to be paid. Each Prior Approval Number
utilizes a two-letter prefix that identifies who authorized the Goodwill claim:
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DD = Self authorized retailer
DP = Aftersales Market Manager

Prior approval numbers for self-authorized claims are recorded in the New Goodwill Self-Authorization
Log and will be generated when input.

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Service Manager Bulletin 00-071
Self-Authorization Log Entry
When entering the claim, you are required to break down the costs per the below:
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Enter the whole dollar amount of participation in each of the three fields, “Customer”, “Retailer” and
“Volvo”.
Each field must show a dollar amount, that equals the warranty cost of the repair entered.
Volvo’s participation cannot be “Parts only” and the Retailer’s participation cannot be “Labor Only”
except where it can be shown, on the repair orders accounting copy, that the repair was split at
warranty parts and labor pricing and that correct warranty VST times follow proper warranty usage
and participation amounts happen to coincide with “Parts Only” or “Labor Only” amounts.

601.070
Section 5: Claim Submission and Payment
Retailers will process claims in the DMS consistent with other warranty claims preparation. Those
claims are then transmitted to Volvo Cars electronically via DCS and processed and paid electronically.
NOTE: “Approved” Payment Field: MAX $ – Total dollar amount requested for payment. This must
match the “Volvo Cars contribution” amount entered in the New Goodwill Self-Authorization Log.
Self-Authorized Goodwill will be reimbursement at warranty rates for parts, utilizing operations from
the Volvo Standard Time Guide against your established warranty labor rate. “Out of Guidelines”
spending will continue to be reimbursed at the discretion of the Aftersales Market Manager.
601.080
Section 6: Reconciliation and Accountability
High-quality interactions with customers will yield the greatest value for the Goodwill investment.
However, good decision-making and customer-handling skills take time to develop. The following
enhancements are intended to create a sense of shared accountability for the effective use of Goodwill
and ongoing improvement.
Retailer Goodwill Representative:
Effective Goodwill delivery and decisions are made by people who work at a retail facility who are
directly involved with the Volvo customer. They are the key to the effectiveness of the goodwill process.
The goodwill representative:
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Is responsible for discussing and resolving customer concerns. This includes contacting the Regional
Aftersales Market when Goodwill seems to be appropriate, but the request is “Out of Guidelines”
Is responsible for complete documentation in the New Goodwill Self Authorization Log, including
the goodwill representative’s initials or name on each claim approved.
Is responsible for periodic reviews of the New Goodwill Self Authorization Report, repair orders,
Goodwill surveys, and all other documentation with the Aftersales Market Manager. This includes
identifying areas of strength, areas needing improvement, and action plans (including support needs,
i.e., training classes).
Must be able to report the amount of Volvo goodwill spent by the retailer that should match the
amount shown on the financial statement and the New Goodwill Self Authorization Report.

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Service Manager Bulletin 00-071
Retailer Management:
Retailer Management must be involved and accountable for the Goodwill process to work. In the same
way that an effective Goodwill representative is the key to customer satisfaction and retention, retailer
management’s support and direction are crucial for a Goodwill representative to be effective:
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A self-Authorized retailer must agree to comply with the policies and procedures as defined by the
goodwill program
A self-Authorized retailer must maintain a monthly summary of Volvo Goodwill spent by their retail
facility’s Goodwill representatives.
A self-Authorized retailer must have its own Goodwill budget. This means that the retailer set aside
funds to take care of Volvo customers. The Aftersales Market Manager can help the retailer set the
appropriate amount to be reserved/budgeted.
Goodwill adjustments is an available field on the retailer financial statement for retailer goodwill
expenses for Volvo customers.

601.090
Section 7: Warranty 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 Warranty. Note: Please see
specific exclusions to these warranties.

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2022-11-16