Managing a back-ordered part for a collision repair program facility when the part cannot be installed

Collision repair program participants manage back-ordered parts when they are unable to have the part installed.

Process

1. Collision repair program participant
   1. Determine if the back-ordered part can be returned.

      If the back-ordered part is ...	Then the participant ...
      returnable	requests reversal of the payment by submitting a Repair Facility Support Request form - Payment Inquiry.
      not returnable	documents in Mitchell Cloud Estimating (MCE)Journal Note why the part cannot be returned, and dates where attempts were made to contact the customer to attend the facility to have the parts installed. Important: In the event that labour for the back-ordered part exceeds 0.5 hours, the participant must submit the Repair Facility Support Request form - Payment Inquiry requesting. reversal of the estimate payment removal of the back-order part labour, and return any parts exceeding $100 in value to ICBC.

      Tip: A collision repair program participant can access the Repair Facility Support Request form through Make a support request (partners.icbc.com).
2. Estimator
   1. Reverses payment.
   2. Supplements the estimate and remove any applicable back order part labour, if the part is returnable.
   3. Resubmits the estimate for payment.
   Important: ICBC Supplier Program Management may contact customers to ensure attempts were made to have part installed.