Vehicle Return Process
Eligibility VerificationWhen a customer seeks to return a vehicle under the Moneyback Guarantee Program the Retailer must verify that the vehicle is eligible for return by contacting the Saturn Assistance Center
Note:
A vehicle cannot be verified as eligible until the original retail or lease delivery has been properly reported. To avoid a delay in processing the vehicle return, always verify that the vehicle has been reported delivered prior to calling the Assistance Center.
Delivery Reporting
When a vehicle is returned under the Program, do not attempt to cancel or revise the first delivery record. This would result in loss of the first owner record and prevent processing the Retailer credit for the first owner's/lessee's return of the vehicle. The sale of the vehicle to the second owner is to be reported as "retail used." This means the Retailer must submit an original delivery record utilizing "O" transaction code, with a delivery type of "RU" (retail used).
Transaction Documents Required
Vehicles must be returned to the original selling Retailer and be accompanied by all purchase transaction documents, including the sales contract or lease agreement, license and registration. An odometer statement signed by the customer and a signed free and clear title or equivalent (e.g., Power of Attorney, Correction of Title, Statement of Fact, etc.) must accompany the transaction.
There may be instances when the customer elects to return a vehicle under the Moneyback Guarantee Program and order a replacement vehicle instead of buying or leasing one out of Retailer inventory. In these cases, Saturn will not provide alternate transportation or allow the customer to keep the original Saturn vehicle while the replacement vehicle is on order.
If a Saturn/GM employe or eligible family member returns a vehicle purchased under the GM Option 2 Program and the customer received the GM purchase allowance payment in cash from the Retailer, the Retailer is responsible for collecting the allowance amount from the purchaser or lessee. However, regardless of whether the Option 2 allowance was paid to the purchaser/lessee in cash or applied to the down payment, this amount will be debited to the Retailer. (Saturn credits Option 2 allowances directly to the Retailer on the Open Account shortly after the purchase/lease transaction.)
Vehicle Inspection
Any vehicle returned under the Moneyback Guarantee Program must be inspected by the Retailer for damage and excessive wear and tear. If non-warranty repairs equal to or greater than $300 have been performed or are necessary, the vehicle is not eligible to be returned. If less than $300, the damage repair estimate will be deducted from the credit amount due the customer.
Completing the Vehicle Return Worksheet
To receive credit for the Moneyback Guarantee Program transaction, the Retailer must complete the Moneyback Guarantee Vehicle Return Worksheet (refer to Attachment C for a sample form with instructions for completion on reverse side of yellow copy) and initiate a Customer Service Order (CSO) for processing. The Worksheet is a two-copy form with the customer refund/credit and payoff information on both the first and second copy and the Retailer credit information included on the second copy only.
Complete the Worksheet and then initiate a Customer Service Order (CSO) for your Moneyback claim. After you put the CSO # on the worksheet, fax a copy of page 2 (yellow copy) to Saturn Retail Reimbursement Administration (615-486-7970). (When sending a fax copy, please provide the name of the individual at the retail facility who should be contacted for follow-up.) This procedure must be followed before reviewing the Worksheet with the customer. A member of the Retail Reimbursement Team will review the Worksheet and contact the individual at the retail facility to verify that all information, including the refund/credit, is correct. This is important to make sure all parties involved in the transaction receive the correct monetary amounts/credits.
The Retailer should then review the Worksheet with the customer to assure the customer that the refund/credit is correct. The customer and Retailer representative must sign the Worksheet and a copy should be provided to the customer.
Customer Refund/Credit
If the customer requests a refund and the procedure described in this bulletin has been completed, the Retailer should issue the customer a check for the refund amount as determined on the Vehicle Return Worksheet. If the customer purchases another new Saturn, the refund/credit amount may be applied to the new transaction.
Vehicle Disposition
When a vehicle is returned under the Program, the Retailer must keep the vehicle for resale unless Saturn decides the vehicle needs to be returned due to technical reasons.
In these situations the Retailer will be contacted by the Retail Reimbursement Administration Team regarding specific arrangements for returning the vehicle as well as crediting the Retailer for the vehicle.
Note:
Vehicles retained by the Retailer for resale are considered to be used vehicles, and therefore, do not qualify for sale to Saturn/GM employes under the Option 1 or Option 2 Employe Purchase Programs.
Retailer Compensation
Saturn will reimburse the Retailer for the following when a customer returns a vehicle under the Moneyback Guarantee Program:
^ Program Allowance - $500
^ Sales Tax, title and license fees (only if not recoverable from the proper government agency or subsequent purchaser of the vehicle). It is the responsibility of the Retailer and the customer to attempt to secure a refund of such fees.
^ Finance/Lease contract cancellation charges (include lease acquisition fee and lease end charge) assessed by the Finance/Lease institution up to a maximum of $550.