SECTION 4 – FORD/LINCOLN PROGRAM POLICIES
4.2 RECALLS - SAFETY, EMISSIONS & COMPLIANCE FSAs
4.2.2 Customer/Dealer Refunds for FSAs
Where applicable, refer to the 'Owner Refunds' statement in the FSA Bulletin for refund eligibility. If this statement is not in the FSA Bulletin, then refunds must be processed through the CRC.
- The repair must have been performed prior to the date of the FSA notification letter sent to the customer or performed away from an authorized servicing Dealer as an Emergency Repair. The repair must follow the Emergency Repair guidelines listed in Emergency Repairs
- The customer must provide an original paid tax invoice, which identifies the vehicle by VIN and the component affected by the FSA.
- The customer does not have to currently own the vehicle to be eligible for a refund. Provided they can furnish an original tax invoice for the repair whilst they were the registered owner of the vehicle, reimbursement can be made.
- Refund Claims that include other non-covered repairs, or those judged by Ford to be excessive, will not be accepted for reimbursement.
If authorized, there are two methods for requesting refunds:
- Via a Ford Dealer: where a customer presents to a Dealership requesting a refund for a repair covered by an FSA, the Dealer should submit a Refund Claim separately from the FSA Claim; or
- Via the CRC: customers may request reimbursement directly from Ford Motor Company via the CRC, who will provide the customer with direction on obtaining the refund.
NOTE: Claiming a refund will not close an FSA in PTS/OASIS or the Warranty Claiming System unless noted otherwise in the FSA Bulletin. The FSA should still be performed based on the specific instructions outlined in the FSA even if the customer has paid for a previous repair. This may be because the customer paid repair may not have used the correct level of part or repair process to rectify the concern.