coolCARE Dealer Portal User Manual

coolcare.trinitywarranty.com

2016

Trinity Warranty Solutions, LLC 7/25/2016

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1. Table of Contents

Contents 1. Table of Contents .................................................................................................................................. 1

2. Introduction .......................................................................................................................................... 2

3. Help Desk .............................................................................................................................................. 2

4. Dealer Portal Login ................................................................................................................................ 2

4.1 Log In ............................................................................................................................................. 2

4.2 Forgot Password? .......................................................................................................................... 3

4.3 Change Password .......................................................................................................................... 4

4.4 Change Security Question and Answer ......................................................................................... 4

5. Orders and Agreements ........................................................................................................................ 5

5.1 Place an order ............................................................................................................................... 5

5.2 View orders ................................................................................................................................. 12

5.3 Edit an Order ............................................................................................................................... 13

5.4 Cancel an Order .......................................................................................................................... 13

5.5 Search/View Agreement ............................................................................................................. 14

6. Claims (Coming Soon!) ........................................................................................................................ 17

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2. Introduction The coolcare.trinitywarranty.com web portal was created to make it easier for you to enter orders and

submit claims. This web portal also allows you to look up and edit your orders and view claims to track

their status.

3. Help Desk If you are having trouble signing on, placing an order or submitting a claim, you may call our Help Desk

and ask for the CoolCARE Dealer Portal Help Desk:

CoolCARE Dealer Portal Help Desk: 877-302-5072

4. Dealer Portal Login Open a browser window and enter ‘coolcare.trinitywarranty.com’ to bring up the home page.

4.1 Log In

Enter your User Name and Password in the required fields and click on Log In.

Note: For security purposes you have the opportunity to change your password (See 4.3 Change

Password) or the security question and answer (See 4.4 Change Security Question and Answer).

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4.2 Forgot Password?

If you forgot your password, you can create a new password.

Click on Forgot Password.

Enter your username to reset the already existing password. If you’ve forgotten your username, please

contact the CoolCARE Dealer Portal Help Desk at 877-302-5072.

As a confirmation, the system displays the message about the reset.

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4.3 Change Password

For security purposes, you can change your password at any time. Click Login, then Change Password.

Create a new password by entering the following information:

Old Password

New Password

Confirm Password

Click on Change Password and your password will be changed.

4.4 Change Security Question and Answer

For security purposes, you can change your security question and answer. Click Login, then Change

Security Question.

You will need to confirm the password, select a new security question and type the new security

answer.

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5. Orders and Agreements The coolcare.trinitywarranty.com web portal allows you to perform the following functions:

Place Order/View Order/Edit or Cancel Order

Search/View Agreement

File Claim

Search/View Claim

5.1 Place an order

To place an order, click on My Orders and Place Order.

Your Contractor name and account number will automatically be displayed. You will need to enter the

customer’s first and last name, the equipment install date, address, email and phone number, as well as

your Dealer PO number and the agreement charge (amount the customer is charged).

Next you will need to enter the equipment information. Under Equipment Type, choose the type of

equipment you want to cover, and enter the model and serial numbers.

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If you choose an AC or HP Complete System (example given below is for an AC Complete System) or a

Mini-Split/Ductless system, you will not be able to enter the model and serial numbers until you choose

the coverage, click on the shopping cart and then choose the individual components of the system. For

all other equipment, enter the model and serial numbers.

Next, you may enter the size of the equipment. If you don’t specify the size, all coverages available for

all sizes of that equipment will be displayed under coverage. If you do specify the size, only the

coverages available for that size will be displayed.

Next, choose the manufacturer’s warranty term. If you don’t specify the term, all coverages available

for all warranty terms will be displayed under coverage. If you do specify the term, only the coverages

available for that term will be displayed.

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Now choose the brand of equipment.

Next, choose the type of coverage you wish to purchase. If you haven’t specified the size or

manufacturer’s warranty term, all coverages for all sizes and terms available for that equipment will be

displayed.

After you have completed entering the equipment information, click on the shopping cart to add the

information.

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If you are purchasing a complete system, you will need to enter all the components of the system for

them to be covered, including the equipment type, model and serial numbers and size. The brand you

previously selected will be displayed for each of the individual components, but the brand can be

changed for each component if necessary.

Note: If the thermostat included is up to $125 contractor cost, it will be included as part of the system

for no additional cost, and the model and serial numbers should be added. If you wish to include a

thermostat over $125 contractor cost, please choose the thermostat under the Accessories section

below and enter the model and serial numbers, term, brand and coverage.

Once the information has been entered, please click on the √ to finalize the information. If you want to

cancel the information, click on the ø.

Note: If you don’t click on the √ to finalize the equipment information, when you try to place the

order you will receive an error message indicating you are still editing an order.

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Once you have finalized the equipment information you will see a pencil icon and trash can icon,

allowing you to edit (pencil) or discard (trash can) the order.

If you want to add other equipment to the order, select the equipment and enter the corresponding

information.

Click on the shopping cart to add the equipment to the order.

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Since a condensing unit may include an evaporator coil, you will be given the opportunity to enter that

information, if applicable. Once you have completed entering the information, click on the √ to finalize

the information. If you want to cancel the information, click on the ø.

Note: If you don’t click on the √ to finalize the equipment information, when you try to place the

order you will receive an error message indicating you are still editing an order.

When you have finalized the equipment information you will see the pencil and trash can icons, allowing

you to edit or discard the order. After you’ve completed entering the entire order, click on Place Order.

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You will receive a message asking you to confirm that you want to place the order. Click OK to place the

order or Cancel to cancel placing the order.

If you have not correctly completed the order or are missing information, you will receive an error

message indicating the issue. Please make the corrections for the order to be accepted.

When the order has been submitted without errors, you will see the message at the bottom of the

screen with the order number.

Note: You have until the end of the day to make changes to the order if needed. If you need to cancel

the order or make changes after the order has been approved by Standard Supply, you will need to

contact the CoolCARE Dealer Portal Help Desk at 877-302-5072.

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5.2 View orders

To view an order, click on My Orders then Lookup Order.

You will see a list of your orders. You can look up any order in two ways: you can search for it by

entering any known information, such as name or address and clicking the Filter button, or by clicking

on the Select button next to the order.

You will then be able to see the details of the order.

Your order has been placed: Order #658

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5.3 Edit an Order

If you wish to change an order, click on My Orders then Lookup Order.

Note: You may change an order up until the order has been approved. If you need to change an order

after that, you’ll need to contact the CoolCARE Dealer Portal Help Desk at 877-302-5072.

A. If the order has not yet been approved, you will see the message ‘Edit / Cancel.’

To change the order, click on ‘Edit’ and the order will be displayed.

Make the changes required, and click on Update Order. The order will now be updated with your

change(s).

B. If the order has already been approved, you will see the message ‘Order Processed.’ If you want

to change the order you must contact the CoolCARE Dealer Portal Help Desk at 877-302-5072.

5.4 Cancel an Order

If you wish to cancel an order, click on My Orders then Lookup Order.

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Note: You may cancel an order up until the order has been approved. If you need to cancel an order

after that, you’ll need to contact the CoolCARE Dealer Portal Help Desk at 877-302-5072.

A. If the order has not yet been approved, you will see the message ‘Edit / Cancel.’

To cancel an order, click on ‘Cancel’

You will see the message, “You are about to cancel this order. Once cancelled, you will not be able to

change this order. Continue?” If you wish to cancel, click OK, and the order will be cancelled. If you

tried to cancel the order by mistake, click on Cancel.

If you cancel an order, the order will still remain in your orders list, but will display the message ‘Order

Cancelled.’ This order will not be processed.

B. If the order has already been approved, you will see the message ‘Order Processed.’ If you want

to cancel the order you must contact the CoolCARE Dealer Portal Help Desk at 877-302-5072.

5.5 Search/View Agreement

You have the opportunity to look up an Extended Service Agreement (ESA) and review all the

corresponding information:

Agreement Details (ESA coverage description, install date, ESA coverage start/end dates, etc.)

Consumer Details (Homeowner’s name, address, phone number and email)

Equipment Details (model/serial numbers and other equipment information)

Agreement Notes

Billing Details

Click on My Agreements then Lookup Agreement.

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All your agreements will be listed. You can search for an agreement in 2 ways:

A. By selecting from the list of agreements: Simply choose the agreement you want to review

and click the Select button.

B. By using the filter tool: Simply enter any known information for the agreement in the

appropriate field and click on the Filter button. The criteria for searching are listed below:

Homeowner Name

Agreement Number

Serial Number

Address

City

Select the agreement number you want to review by clicking Select.

You can review the agreement details, such as the coverage start and end dates.

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You can review the consumer details – name address phone number and email address.

You can review the equipment details.

Note: You can review the Equipment Detail with more specifics:

click on the Select button

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You can review the billing details.

You can also review any claims on this equipment (coming soon).

6. Claims (Coming Soon!)

Information on how to file a claim is coming soon!