Service and Parts Business

Service Manager Bulletin
TITLE:

Volvo Goodwill Non-Technical Assistance Program
GROUP:

NO:

ISSUING DEPARTMENT:

CAR MARKET:

00

078

VCUSA

United States

REVISIONS:

ISSUE DATE:

STATUS DATE:

2022-11-11

2022-11-11

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“Right first time in Time”
603.010

Introduction

The below program explains Volvo Goodwill Non-Technical Program and should be used for guidance
on all claims under this program.
603.020

Guidelines

Reimbursement to Retailers for payments made on a customer’s behalf for any of the following that is
charged to Goodwill will be processed through the warranty system.
•
•
•
•
•
•
•

The purchase of a VIP Contract (excluding Florida)
Monthly vehicle lease payment(s) (max 3)
The purchase of a Sirius Radio subscription extension
The purchase of a PPM Contract
The purchase of a VOC Contract
The purchase of a Volvo Accessory
To cover towing

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).

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

Service Manager Bulletin 00-078
603.030

Claim Documentation

Regardless of a retailer’s self-authorization status, ALL Non-Technical Goodwill claims must be
reviewed and authorized by the Aftersales Market Manager.
The prior approval suffix is DP.
The authorization will be generated via the Electronic Goodwill/Warranty Authorization Application.
603.040

Claim Submission

The following information is required when entering a non-technical claim.
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: VIP Contract Purchase
07005: Customer Lease Payment (Max 3)
07017: Sirius Radio Subscription Extension
07018: PPM Contract Purchase
07019: VOC Contract Purchase
07020: Accessory Purchase
01548: Towing less than $50
01549: Towing more than $50
Sublet Amount: Sublet amount claimed must be equal to the goodwill amount approved by your
Aftersales Market Manager.
Note: *The prior approval prefix for Non-Technical Goodwill claims has been changed to DP.
**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 (i.e. Enhanced Customer Experience Goodwill
Policy).
603.050

Claim Support Information

The repair text must include the following applicable information and all supporting documentation
noted must be attached to the R.O. per audit requirements.

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2022-11-11

Service Manager Bulletin 00-078
VIP 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.
Lease Payments: include Customer name, address, financial institution name, account number, monthly
payment amount, and the 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.
Sirius Radio Subscription Extension: include Customer name, address, Sirius Radio account number,
length of the contract extension, and amount. A copy of the reimbursement check from the retailer made
out to the customer, a copy of the Sirius 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.
FSM/PPM Contracts: include Customer name, address, FSM/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 FSM/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.
VOC Contracts: include Customer name, address, VOC contract number, contract cost (Dealer 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 VOC 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.
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.
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. Claims submitted beyond 60 days of the repair date will not
be processed. 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.

2022-11-11

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