Dealer Support
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      Dealer Questions

      When a rating issue is reported, you’ll need to obtain certain information so you can begin to diagnose the problem. 

      This is the bare minimum information that you will need. You can ask for more but you will always need at least the following.

      1. Dealership - We will need to know who is reporting the issue. If a menu is reporting the issue, they may provide an incorrect dealer number. Always ask for the dealership name and compare against any dealer number that was also provided.

        1. The menu may also provide the incorrect spelling for a dealership name. IE - #1 Cochran instead of No. 1 Cochran. You can search PCRS for city, state and a partial name!

      2. VIN - The problem may be isolated to the vehicle that is being rated. Having the VIN will help determine if that is the case.

        1. Is the VIN 17 digits? Does it decode properly? Is the check digit correct? All of these could lead to a vehicle not returning rates.

      3. Mileage - The problem could be related to the mileage of the vehicle being rated. For example, if the dealership isn’t getting CPO and there is no factory warranty because the vehicle is out by mileage, the CPO product will not return. Other examples include:

        1. The dealership could have mile band restrictions.

        2. The vehicle could be too high mileage.

        3. There could be restrictions on the product - For example, SelectCare is only available on new vehicles at time of contracting.

      4. Sale Date - The product could have date of sale restrictions or the contract being rated could be older than the system restriction of 85 days.

      5. In Service Date - This is required if CPO is the product in question or the dealership is attempting to get Max Miles rates.

        1. A quick way to obtain the ISD if it is not provided is to rate the vehicle in any dealer in GWC dealer portal. Dealer Portal makes a CARFAX call upon rating and, sometimes (but not always) will return the ISD.

      6. Term, APR, Amount Financed - This is required if GAP is the product in question.

      7. Issue - We need to understand exactly what issue the dealership or menu is saying that they are experiencing. This will help us know what to test and what to look for in terms of a resolution. This could be the dealer saying they aren’t seeing a product, the incorrect terms are returning, the price is incorrect, etc.

      8. Any Error Message They Received - This will provide us another clue into what may be happening.

      9. Menu - What platform they are rating and contracting through can tell us a lot. If it’s a Menu that goes through PEN or FI Express, the issue could be within the communication between PEN/ FI Express and the third party menu instead of APCO and PEN/FI Express.