SECTION 4 – FORD/LINCOLN PROGRAM POLICIES
4.2 RECALLS - SAFETY, EMISSIONS & COMPLIANCE FSAs
4.2.4 Customer/Dealer Refunds for FSA-Customer Satisfaction Programs
Refer to the 'Owner Refunds' in the Dealer 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 customer must provide an original tax invoice which identifies the vehicle by VIN and the component affected by the FSA-Customer Satisfaction Program.
- 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.
- Refund Claim must be submitted separately from the FSA-Customer Satisfaction Program Claims. Refer to the Warranty Claiming Manual – Refunds on Safety/Emission Recalls/FSA-Customer Satisfaction Programs.
NOTE: Claiming a refund will generally not close a program unless noted otherwise in the FSA Bulletin. Refer to the FSA Bulletin to determine if the FSA-Customer Satisfaction Program should still be performed even if the customer has paid for a previous repair. For 'M' programs that are eligible for multiple repairs, the VIN will remain eligible until the vehicle’s program coverage expires (i.e., the time or mileage limit has been exceeded).