Claim Submission Manual The information contained in this program manual provides information about how to submit Ford Fleet Care claims in the One Warranty Solution (OWS) System. Ford Authorized Distributor and Bulk Oil Distributor F o r d F l e e t C a r e P r o g r a m F o r d M o t o r C o m p a n y E m a i l : f f c a d m i n @ f o r d. c o m P h o n e : 1-800- 3 6 7-3 2 2 1 F a x : 1-3 1 3-3 9 0-3 5 5 5 o r 1-3 1 3-3 9 0-7 2 2 7 0 2 / 15/ 2 0 1 7
Table of Contents General Overview 2 Preparing the order write-up is a simple three-step process 2 How to Access OWS 3 Submitting a Bulk Fluid Claim 6 Submitting a FAD Parts Claim 12 Paid Claims Daily/Monthly Posting Statements 18 February 2017 Page 1 FAD BOD Submitting a Claim
General Overview All accounts utilizing the Ford Fleet Care Parts Billing program for Ford, Motorcraft, and Omnicraft purchases are issued a membership card. This card (sample below) is a confirmation of a customer's enrollment. To ensure the customer is still an active member of the Ford Fleet Care Parts Billing program, please verify the status of billing privileges at www.fleetcare.ford.com FRONT OF CARD BACK OF CARD Competitor parts and fluids are not eligible for the program unless they are specifically authorized by Ford Fleet Program Headquarters through ffcadmin@ford.com. Ford Authorized Distributors of Motorcraft and Distributors of Omnicraft are able to invoice sales of these product(s) without merchant fess the through the Ford Fleet Care Program. Invoicing is done through Ford s One Warranty Solutions (OWS) claiming platform with a dedicated claim type of 61-Fleet. Preparing the order write-up is a simple three-step process: Step One - Verify Billing Account Status Access the Ford Fleet Care website at: http://www.fleetcare.ford.com Select the tab labeled: "NFPP/Parts Billing" Select the link labeled: "Consolidated Billing Account Enrolled Fleets" View the Enrolled Fleets spreadsheet to verify the customer is still an active participant IMPORTANT! If the fleet is not listed, contact Ford Fleet Care Program Headquarters: Phone: 1-800-367-3221 Email: ffcadmin@ford.com Step Two - Obtain Customer Approval and Billing Account Number All claim entries require fleet purchase order number to be obtained from the fleet account Contact the Fleet Administrator at the telephone number located on the back of the card with the total cost (including applicable tax, freight, handling and core charge if any) of the parts being purchased and obtain the 11 digit Billing Account Number February 2017 Page 2 FAD BOD Submitting a Claim
Preparing the order write-up is a simple three-step process (cont.) Step Three - Bill Purchases using OWS Be sure to note in the Step by Step Entry Instructions on page 8 how to enter Freight and Tax IMPORTANT! Tax should be billed as required on a wholesale part sale, unless the customer is tax exempt as advised by the customer. If verified as tax exempt, the tax exemption number should be noted on the purchase order write-up. Purchases submitted through OWS for payment without a tax entry of 0.00 for tax exempt or actual tax amount will be returned. How to Access OWS Logon to http://www.fmcdealer.dealerconnection.com Under Navigate bar on the left side of the screen click the Employee Links in the left navigation bar, click the MCDistributor Click the MCDistributor under the Employee Links on the left side of the screen February 2017 Page 3 FAD BOD Submitting a Claim
How to Access OWS (cont.) Select the Application Bar Tab Select from the Available list OWS and click the Add button Click the Save Changes button Click the click here to return to the MCDistributor home page Click the OWS button on the right side of the screen February 2017 Page 4 FAD BOD Submitting a Claim
How to Access OWS (cont.) Click the OWS link to launch the application The OWS program home page appears Click the Enter a Claim link to start the claim February 2017 Page 5 FAD BOD Submitting a Claim
Submitting a Bulk Fluid Claim Step 1: After clicking the Enter a Claim button on the Home Page, start entering the below information and click the Create button to continue entering the claim. The billing account format is Q###FC##### for example Q000FC99999. Use zero, not the letter O. 1. 2. 3. 4. 5. 6. 7. 8. 9. 1. VIN field enter the 11 digit Billing Account number provided by the fleet customer. 2. Vehicle field is NOT used for QFCP claims. 3. Service Advisor field enter 000001235 (MUST be 9 characters long). 4. Repair Order Number field enter the parts invoice number of the sale/delivery document in the Repair Order Number field to ensure proper sales reporting and incentive eligibility (Keep track of this number - it is required to retrieve the claim for future review and/or payment verification). 5. Repair Order Open Date field enter the sale date. 6. Odometer at Repair Order Open field enter the Mileage of 20 followed by M in the next field. 7. Special Use Vehicle Description field is NOT used for QFCP claims. 8. Engine Operating Hours field is NOT used for QFCP claims. 9. License Location field is the State in which the delivery is located. February 2017 Page 6 FAD BOD Submitting a Claim
Submitting a Bulk Fluid Claim (cont.) Step 2: Enter the additional information in the Repair Information section. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 10. Repair Line Number field enter a repair line number. If you are submitting multiple claims under the same Repair Order Number field (sale/delivery document number) use a sequential line number. For example if you use 1, and need to add additional lines, use 2, 3 etc. 11. Claim Type field click the drop down and choose 61 FLEET. 12. Sub Code field enter QFCP. 13. Repair Line Completion Date field enter the date the delivery was made. 14. Odometer at Repair Completion field enter the Mileage of 20 followed by M in the next field. 15. Customer Concern Code field enter A99. 16. Approval Code field is ONLY used if the claim date exceeds 30 day submission limit, enter DDET. 17. Approval Code field is ONLY used if a mileage error Mileage is less than previous visit appears, enter DDME. 18. Pre-Defined Repair Code field is NOT used for QFCP claims. 19. Condition Code field enter 82. 20. Engine Operating Hours at Repair Completion field is NOT used for QFCP claims. 21. Manual Review Required Indicator field is NOT used for QFCP claims. 22. Dealer Participation field is NOT used for QFCP claims. 23. License Number field enter XXX. 24. Driver Name field use the name of the person at the fleet that put in the order or signed for the delivery. 25. Driver ID field is ONLY used instead of a name otherwise not required. 26. Fleet Company Name field enter the Fleet Company's name. 27. Fleet Approval Amount field is the amount the Fleet has agreed to pay for this claim 28. Fleet Purchase Order Number field is the Purchase Order (PO) Number provided by the Fleet Customer prior to the actual purchase. Failure to obtain a valid PO Number will cause the claim to be returned as unpaid. February 2017 Page 7 FAD BOD Submitting a Claim
Submitting a Bulk Fluid Claim (cont.) Step 3: Scroll down to the Comments section of the claim and enter the Customer and Technicians Comments. 29. 30. 29. Customer Comments field enter "REQUEST DELIVERY". 30. Technician Comments field enter the address of the Fleet Company the delivery was made to. If the customer is tax exempt enter "TAX EXEMPT" at the end of the description. February 2017 Page 8 FAD BOD Submitting a Claim
Submitting a Bulk Fluid Claim (cont.) Step 4: Add the parts used in the Parts Information section. Note: Causal Part must be PARTSALE with the total quantity and total amount of all parts used including mark up. Add another part line using the Ford base part number with zero quantity and zero in the amount for each additional part used. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. 44. 45. 46. 31. Causal Part field click the circle (only one causal part needed per claim). 32. Part Number field enter "PARTSALE" with no space between the words. 33. Description field will automatically fill in based on the part number used. 34. Quantity field enter 0. 35. Unit Price field is NOT used for QFCP claims. 36. Invoice Number field is NOT used for QFCP claims. The FAD/BOD invoice number is entered as Repair Order Number in Step 1 under # 4 (page 6). 37. Markup field is NOT used for QFCP claims. 38. Amount field enter 0.00. 39. Click the plus + symbol to add another Part line. 40. Part Number field enter the Motorcraft or Omnicraft part number for the item being sold. 41. Description field will automatically fill in based on the part number used. 42. Quantity field enter the number of units being sold (12 quart case counts as 1). 43. Unit Price field is NOT used for QFCP claims. 44. Invoice Number field is NOT used for QFCP claims. The FAD/BOD invoice number is entered as Repair Order Number in Step 1 under # 4 (page 6). 45. Markup field is NOT used for QFCP claims. 46. Amount field enter total amount of the line item. Note: Pricing based on date of sale as posted at the MC Distributor website. If you have additional purchased items, repeat process 39 thru 46 above until all items are listed on the claim. February 2017 Page 9 FAD BOD Submitting a Claim
Submitting a Bulk Fluid Claim (cont.) Step 5: Do not enter a labor code or labor amount for a Parts purchase claim. Labor fields are not used for QFCP claims. Step 6: Scroll down the webpage to the Miscellaneous Information section, add any Misc, Other and Tax into this section. A tax line is required for every claim. If the customer is tax exempt, or if tax is not applicable, enter amount as $0.00. 47. 48. 49. 50. 51. 52. 54. 55. 56. 57. 58. 59. 53. 47. Miscellaneous Expense Code field enter TAX. 48. Description field will automatically populate when TAX is entered. 49. Num of Days field is not used for QFCP claims. 50. Hours field is not used for QFCP claims. 51. Invoice Number field is not used for QFCP claims. The FAD/BOD invoice number is entered as Repair Order Number in Step 1 under # 4 (page 6). 52. Amount field enter the amount of Tax being requested or enter 0.00 if tax is not required or the Fleet is tax exempt. All claims require a tax line entry even if there is no tax being charged. Enter 0.00 if the Fleet is tax exempt. 53. Click the plus + symbol to add another Miscellaneous Expense line. 54. Miscellaneous Expense Code field enter "FRGHT" for the delivery fee for this claim. Note: Delivery fee is to be entered a 1.00 per gallon for Distributors participating in Motorcraft National Bulk Fluids program. 55. Description field will automatically populate when FRGHT is entered. 56. Num of Days field is not used for QFCP claims. 57. Hours field is not used for QFCP claims. 58. Invoice Number field is not used for QFCP claims. 59. Amount field enter the total amount of the delivery fee being requested. February 2017 Page 10 FAD BOD Submitting a Claim
Submitting a Bulk Fluid Claim (cont.) Step 7: The Parts and Miscellaneous will total up in the Repair Line Sub Total automatically. Step 8: Once all claim information has been entered scroll to the bottom of the page and click the Pre Validate button. The system will go through and check the claim for errors. Any errors will appear in the upper left corner. Red color Flag errors must be corrected prior to claim submission. Yellow color messages are just giving you a chance to verify the claim information is correct. Once the errors have been corrected or if there were no errors you will receive the message "The claim has been successfully pre validated". Step 9: Scroll to the bottom of the page and click the Submit button. You will receive the message "The claim has been submitted". The claim will be processed through the OWS system. Contact Ford Fleet Program Headquarters: Phone: 1-800-367-3221 Email ffcadmin@ford.com Mail to Ford Fleet Program Headquarters, 19855 W. Outer Drive, GPE #500, Dearborn, MI 48124 Fax to 1-313-390-3555 February 2017 Page 11 FAD BOD Submitting a Claim
Submitting a FAD Parts Claim Step 1: After clicking the Enter a Claim button on the Home Page, start entering the below information and click the Create button to continue entering the claim. The billing account format is Q###FC##### for example Q000FC99999. Use zero, not the letter O. 1. 2. 3. 4. 5. 6. 7. 8. 9. 1. VIN field enter the 11 digit Billing Account number provided by the fleet customer. 2. Vehicle field is NOT used. 3. Service Advisor field enter 000001235 (MUST be 9 characters long). 4. Repair Order Number field enter the parts invoice number of the sale/delivery document in the Repair Order Number field to ensure proper sales reporting and incentive eligibility (Keep track of this number - it is required to retrieve the claim for future review and/or payment verification). 5. Repair Order Open Date field enter the sale date. 6. Odometer at Repair Order Open field enter the Mileage of 20 followed by M in the next field. 7. Special Use Vehicle Description field is NOT used. 8. Engine Operating Hours field is NOT used. 9. License Location field is the State in which the delivery took place. February 2017 Page 12 FAD BOD Submitting a Claim
Submitting a FAD Parts Claim (cont.) Step 2: Enter the additional information in the Repair Information section. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 10. Repair Line Number field enter a repair line number. If you are submitting multiple claims under the same Repair Order Number field (sale/delivery document number) use a sequential line number. For example if you use 1, and need to add additional lines, use 2, 3 etc. 11. Claim Type field click the drop down and choose 61 FLEET. 12. Sub Code field enter QFCP. 13. Repair Line Completion Date field enter the date the delivery was made. 14. Odometer at Repair Completion field enter the Mileage of 20 followed by M in the next field. 15. Customer Concern Code field enter A99. 16. Approval Code field is ONLY used if the claim date exceeds 30 day submission limit, enter DDET. 17. Approval Code field is NOT used for QFCP claims. 18. Pre-Defined Repair Code field is NOT used for QFCP claims. 19. Condition Code field enter 82. 20. Engine Operating Hours at Repair Completion field is NOT used for QFCP claims. 21. Manual Review Required Indicator field is NOT used for QFCP claims. 22. Dealer Participation field is NOT used for QFCP claims. 23. License Number field enter XXX. 24. Driver Name field use the name of the person at the fleet that put in the order or signed for the delivery. 25. Driver ID field is not required. 26. Fleet Company Name field enter the Fleet Company's name. 27. Fleet Approval Amount field is the amount the Fleet Purchase Order (PO) was issued for. 28. Fleet Purchase Order Number field is the PO Number provided by the Fleet Customer. Failure to obtain and enter a valid PO Number will cause the claim to be returned as unpaid. February 2017 Page 13 FAD BOD Submitting a Claim
Submitting a FAD Parts Claim (cont.) Step 3: Scroll down to the Comments section of the claim and enter the Customer and Technicians Comments. 29. 30. 29. Customer Comments field enter "REQUEST DELIVERY". 30. Technician Comments field enter the address of the Fleet Company the delivery was made to. If the customer is tax exempt enter "TAX EXEMPT" at the end of the description. February 2017 Page 14 FAD BOD Submitting a Claim
Submitting a FAD Parts Claim (cont.) Step 4: Add the parts used in the Parts Information section. Note: Causal Part must be PARTSALE with the total quantity and total amount of all parts used including mark up. Add another part line using the Ford base part number with zero quantity and zero in the amount for each additional part used. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. 44. 45. 46. 31. Causal Part field click the circle (only one causal part needed per claim). 32. Part Number field enter "PARTSALE" with no space between the words. 33. Description field will automatically fill in based on the part number used. 34. Quantity field enter 0. 35. Unit Price field is NOT used for QFCP claims. 36. Invoice Number field is NOT used for QFCP claims. The FAD/BOD invoice number is entered as Repair Order Number in Step 1 under # 4 (page 12). 37. Markup field is NOT used for QFCP claims. 38. Amount field enter 0.00. 39. Click the plus + symbol to add another Part line. 40. Part Number field enter the Motorcraft or Omnicraft part number for the item being sold. 41. Description field will automatically fill in based on the part number used. 42. Quantity field enter the number of units being sold (12 quart case counts as 1). 43. Unit Price field is NOT used for QFCP claims. 44. Invoice Number field is NOT used for QFCP claims. The FAD/BOD invoice number is entered as Repair Order Number in Step 1 under #4 (page 12). 45. Markup field is NOT used for QFCP claims. 46. Amount field enter total amount of the line item. Note: Pricing based on date of sale as posted at the MC Distributor website. If you have additional purchased items, repeat process 39 thru 46 above until all items are listed on the claim. February 2017 Page 15 FAD BOD Submitting a Claim
Submitting a FAD Parts Claim (cont.) Step 5: Do not enter a labor code or labor amount for a Parts purchase claim. NOTE: Labor field is not used for QFCP claims. Step 6: Scroll down the webpage to the Miscellaneous Information section, add any Misc, Other and Tax into this section. A tax line is required for every claim. If the customer is tax exempt, or if tax is not applicable, enter amount as $0.00. 47. 48. 49. 50. 51. 52. 53. 47. Miscellaneous Expense Code field enter TAX. 48. Description field will automatically populate when TAX is entered. 49. Num of Days field is not used for QFCP claims. 50. Hours field is not used for QFCP claims. 51. Invoice Number field is not used for QFCP claims. The FAD/BOD invoice number is entered as Repair Order Number in Step 1 under # 4 (page 12). 52. Amount field enter the amount of Tax being requested or enter 0.00 if tax is not required or the Fleet is tax exempt. All claims require a tax line entry even if there is no tax being charged. Enter 0.00 if the Fleet is tax exempt. 53. Click the plus + symbol to add another Miscellaneous Expense line. February 2017 Page 16 FAD BOD Submitting a Claim
Submitting a FAD Parts Claim (cont.) Step 7: The Parts and Miscellaneous will total up in the Repair Line Sub Total automatically. Step 8: Once all claim information has been entered scroll to the bottom of the page and click the Pre Validate button. The system will go through and check the claim for errors. Any errors will appear in the upper left corner. Red color Flag errors must be corrected prior to claim submission. Yellow color messages are just giving you a chance to verify the claim information is correct. Once the errors have been corrected or if there were no errors you will receive the message "The claim has been successfully pre validated". Step 9: Scroll to the bottom of the page and click the Submit button. You will receive the message "The claim has been submitted". The claim will be processed through the OWS system. Contact Ford Fleet Program Headquarters: Phone: 1-800-367-3221 Email ffcadmin@ford.com Mail to Ford Fleet Program Headquarters, 19855 W. Outer Drive, GPE #500, Dearborn, MI 48124 Fax to 1-313-390-3555 February 2017 Page 17 FAD BOD Submitting a Claim
Paid Claims Daily/Monthly Posting Statements Paid claims are credited to the Ford Parts Statement. Access to the Daily/Monthly Posting Statements to reconcile paid claims with invoicing may require a request through the OWS system. Once OWS is started and you are logged in, click the View Daily/Monthly Posting Statements. Your Information will be pre-populated in the fields below. Select either the Daily Posting Statement or Monthly Posting Statement radial button. Then click the calendar icon in the date field and select the day or the date range and finally click the Submit button. If further assistance is needed call the Warranty Assistance Team at 800-423-8851. Any paid repairs will display on the screen on the day or date range previously selected. February 2017 Page 18 FAD BOD Submitting a Claim