Ford Options End of Contract Dealer Guide Internal Use Only FORD OPTIONS. End of Contract Dealer Guide

Transcription

1 FORD OPTIONS End of Contract Dealer Guide Page 1 December 2016

2 Contents Contents Contents Introduction Customer Contact Option One Part Exchange (Renew) Option Two Hand Back (Return) No excess charges payable by the customer Excess charges payable by the customer Arranging Vehicle Collection Dealer purchase of the vehicle Vehicle Appraisal Process Before The Appraisal The Appraisal Form Disagreement with charges Option Three The Customer Keeps the Vehicle (Retain) Refinancing the Optional Final Payment value before the OFP date Refinancing the Optional Final Purchase value after the OFP date New Vehicle Ordering Delay Useful Contact Numbers and Addresses Excess Wear and Tear Definitions Page 2 December 2016

3 1.0 Introduction This guide has been developed to provide further detail regarding the processes involved towards the end of a Ford Options contract, to ensure an efficient and profitable renewal process for all parties. This covers the situation where: 1. The customer part-exchanges their current vehicle for a new Ford 2. The customer decides to hand back their vehicle to Ford Credit 3. The customer decides to keep the car, or refinance the Optional Final Payment (OFP) with Ford Credit. Note: All references to Ford Options customers also apply to Ford Options Cashplan customers. Page 3 December 2016

4 2.0 Customer Contact Ford Credit s Renewal Management Tool (RMT) will deliver end of contract leads for new and used Ford Options agreements to the Dealer on a daily basis, 6 months prior to the customers OFP date. Customers are encouraged to contact their Ford Dealer towards the end of their Ford Options agreement. Ford Credit send out a reminder letter at 90 days and 45 days before the OFP date / contract end date. If the customer calls the MBC (Manchester Business Centre), the Account Services team will direct the customer back to you to answer questions on the options available to them. This aims to give you every opportunity to secure a further contract with the customer. Note Please be aware that any adverse changes in customer circumstances since the previous contract was underwritten may affect the customers' ability to obtain further finance with us. 3.0 Option One Part Exchange (Renew) It is both the customer and the Dealer's responsibility to ensure the OFP and purchase fee (settlement figure) is paid to Ford Credit. Where vehicles are taken in as a part exchange, the settlement figure must be sent to Ford Credit immediately or contra settled against the new contract payout. Where a vehicle is taken in as a part exchange, no appraisal is needed as wear and tear and mileage are accounted for in the part exchange valuation. Ford Credit encourages the use of the contra settlement process in connection with all part-exchanges. Your Ford Credit Zone Manager will be able to talk you through the contra process in more detail if required. 4.0 Option Two Hand Back (Return) Where the customer s vehicle is being handed back, whether or not the Dealer wishes to retain the vehicle in Dealer Stock, a Vehicle Condition Report (VCR, also called an appraisal) must be completed (see section 4.5). The latest VCR is available to download from Sales Partner. Vehicle is being retained in Dealer stock - The Dealer should retain a copy of the VCR and provide the customer with an invoice for purchase of the vehicle. Do Page 4 December 2016

5 not send the completed VCR to Ford Credit. Vehicle is being returned to Ford Credit The VCR must be forwarded to the Used Vehicle Remarketing Team generic inbox address via encrypted (using 7-Zip) or via Fax number within 3 days of the inspection. Please note that if there is a delay in sending the VCR to Ford credit, the customer s account will fall into arrears and they may be contacted by the Collections department. This could affect the customer's ability to obtain credit in the future. 4.1 No excess charges payable by the customer If the contracted mileage has not been exceeded, there is no excess wear and tear or missing documentation, then no further payment is due. 4.2 Excess charges payable by the customer If the vehicle is being returned to Ford Credit and charges are identified following completion of the VCR, the customer must pay these directly to Ford Credit. 4.3 Arranging Vehicle Collection Once Ford Credit has received the VCR the vehicle will be collected from your site. Where the returned vehicle is not taken into Dealer stock a charge of 2% of the OFP + VAT will be levied on the supplying Dealer, via the monthly commission statement. 4.4 Dealer purchase of the vehicle There may be instances where the customer would like to return the vehicle but you would like to retain it in Dealer stock. In order for this to be allowed, the customer must not object to you purchasing the vehicle. There is a tick box for this on the VCR. If you do want to retain the vehicle in Dealer stock please ensure payment of the OFP and purchase fee is made within 3 days of the vehicle return or the OFP date, whichever is sooner. A VCR should still be completed and signed by the customer. A copy must retained by yourself An invoice must be provided to the customer. Do not send the VCR to Ford Credit. Page 5 December 2016

6 4.5 Vehicle Appraisal Process Before The Appraisal The appraisal form consists of three sections: i) The vehicle condition report; ii) iii) A guide to completing the appraisal; A Customer information sheet. You can download the approved form from SalesPartner, and must complete it in the presence of the customer. Before starting the appraisal, you should familiarise yourself with the form and must pass the customer their information sheet. You should ensure the customer has read and understood the wear and tear definitions contained in the Guide to your Ford Options agreement, which was sent to them at the beginning of their agreement in the 'Welcome Pack'. The information in the wear and tear guide is also included in the customer information sheet. It is the customer's responsibility to return all the documents, keys, fobs and codes with the vehicle. You should also ensure that the customer has brought with them: The spare / master key / alarm fobs V5 Radio Code Service History MOT if applicable Navigation disc / SD card Note Failure to provide any of the above may result in charges, as defined in the customer s agreement, being made to the customer The Appraisal Form Sections 1 and 2 - Customer, Vehicle and Dealer Details Complete these sections in full with all information relating to the customer, vehicle and Dealer. Please ensure a Dealer point of contact is entered on the appraisal, and the date the customer returned the vehicle to the Dealership. Section 3 - Appraisal of Vehicle Condition With reference to the published wear & tear information in section 8.0, assess Page 6 December 2016

7 every listed item and mark them in the respective columns as: Acceptable Chargeable For any "chargeable" items, points must be circled in the Score section to indicate the degree of damage as follows: Column A Column B Column C Minor damage requiring repair Major damage that can be repaired to merchandisable standard Major damage requiring replacement part(s). Add together the points and record the total in the damage total points box Calculate the total cost for damage by multiplying the total amount of points by the charge per point ( 30) Other Damage & Documents / Keys In the Other Damage box, enter any items that are not included in the list of items that you have appraised but require repair. Include the actual cost to replace (Manufacturer s RRP) / repair The documents listed in the documents & keys section as well as all the vehicle keys should be handed to you by the customer. Record which items have been returned and which are missing in this section. Vehicle Mileage Record the vehicle s current mileage, the contracted mileage and pence per mile charge (as per the customers finance agreement) and calculate the total amount due for excess mileage. If the customer has not exceeded the allowed mileage, there will be no excess mileage charges due. There is no refund for contractual mileage that the customer has not used. Total Charges Calculate the total charges required from the customer by adding the cost of damage, other damage and excess mileage. Record an amount with and without VAT. If the vehicle is being returned to Ford Credit, the customer must pay Ford Credit directly. Page 7 December 2016

8 Input Tax Indicate whether input tax (VAT) has been reclaimed by the customer for this vehicle. Section 4 - Customer Declaration In ALL INSTANCES the appraisal form must be signed by the customer and witnessed by the Dealer. The customer should be advised that the appraisal is their receipt for the vehicle Disagreement with charges If the customer disagrees with the appraisal, they should sign to acknowledge that an inspection has taken place and that they disagree with the evaluation. You should still fax or the completed appraisal form to the Used Vehicle Remarketing Team, the customer then has the option to appoint an independent assessor to appraise the vehicle. If the independent assessor estimates the damage to be less that the VCR completed by the Dealer, Ford Credit will refund the customer for the report and reduce the total damage amount accordingly. If the independent assessor estimates the damage to be in line with the VCR completed by the Dealer, Ford Credit will not refund the customer for the assessment. Page 8 December 2016

9 5.0 Option Three The Customer Keeps the Vehicle (Retain) The customer should obtain a settlement figure online at or by contacting us. They may pay online, by bank transfer or by debit or credit card over the telephone. Please advise the customer that payments made by credit cards are subject to a handling fee. 5.1 Refinancing the Optional Final Payment value before the OFP date. Customers who wish to purchase the vehicle by paying the OFP may be able to fund this through Ford Credit. If you have given the customer the opportunity to test-drive and discuss a new vehicle but it has been established that the customer does want to keep their current car, you may offer the customer the opportunity of refinancing the OFP with Ford Credit. Customers who contact Ford Credit before the contract end date, and want to refinance the OFP, will be directed to you. Please select Create refinance proposal in SalesPartner, complete the customer details as requested and submit proposal in the usual way. Note that OFPs can only be refinanced using Ford Acquire. Ford Credit will then underwrite the customer in line with current process and once the proposal is purchased, the existing account will be automatically settled. 5.2 Refinancing the Optional Final Purchase value after the OFP date If the OFP date has passed, the account and any subsequent refinance needs to be processed as quickly as possible as the customer s account will now be in arrears. Please call the Collections Department on to advise that you are progressing a proposal for the customer. In exceptional circumstances, an OFP refinance proposal can be considered up to a maximum of 30 days after the OFP date. There are NO exceptions beyond 30 days after the OFP date. 6.0 New Vehicle Ordering Delay Where a customer is renewing into a new vehicle, every effort should be made to ensure that the new vehicle is available in time to replace the existing Ford Options vehicle upon contract expiry. Therefore, early contact with the customer is essential. If the new vehicle is not ready, please contact the Collections Department on to discuss the customer s specific circumstances. Page 9 December 2016

10 7.0 Useful Contact Numbers and Addresses Used Vehicle Remarketing Team Fax Used Vehicle Remarketing Address MBC Address Ford Credit Manchester Business Centre 1 Tony Wilson Place Manchester MBC Dealer Services (New Business) MBC Account Services MBC Collections Excess Wear and Tear Definitions Customers who purchased a new or used Ford on Ford Options will receive A guide to your Ford Options agreement which includes details of what is considered fair wear and tear. A copy of the guide can be found at Page 10 December 2016