Vehicle Return Process

Eligibility Verification

When 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 (1-800-828-2112) to assure that neither the person nor the vehicle have been involved in a prior vehicle return under the 1992 Program.

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 or other GM employe 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 fax a copy of page 2 (yellow copy) to Saturn Retall Reimbursement Administration (615-486-7970). (When sending the 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 should 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 has the option to retain the vehicle for resale or return the vehicle to Saturn. Saturn has provided additional financial incentive to encourage Retallers to retain the vehicle for resale (Refer to Retailer Compensation Section).

If the Retailer does not retain the vehicle for resale, it will be purchased by Saturn. Saturn will credit the Retailer for the invoice amount shown on the "Total Model and Options" line of the Saturn Vehicle Invoice, plus an amount for any Retailer installed Saturn accessories at Retailer cost.

Additionally, the Retailer will receive credit for the Transportation charge.

Clear title must be provided before Saturn will credit the Retailer for the vehicle. Upon receipt of the title, this credit will be posted automatically to the Retailer's Open Account. This vehicle purchase credit is separate from, and in addition to, the "MB" claim that must be submitted on a CSO through the Retail Reimbursement system for the Retailer's $400 processing allowance and any title, tax, and license fee not refundable by government agencies.

The Retailer will subsequently be contacted by the Saturn Vehicle Management Team or the Area Office regarding specific arrangements for returning the vehicle.

Vehicles that have had non-Saturn aftermarket accessory installations performed or sublet by Saturn Retailers are not eligible to be returned to Saturn. These vehicles must be retained for resale by the Saturn Retailer and sold as a used vehicle.

Note:
Vehicles which are retained by the Retailer for resale are considered to be used vehicles, and therefore, do not qualify for sale to GM employees under the Option 1 or Option 2 Employee Purchase Programs.

Retailer Compensation

Saturn will reimburse the Retailer for the following when a customer returns a vehicle under the Moneyback Guarantee Program:

^ Processing allowance - $400.

^ Vehicle Allowance - 8% of Total Invoice MSRP including Transportation Charge, but excluding Retailer Installed Saturn Accessories or other non-Saturn aftermarket accessories. This allowance is applicable only if Retailer retains the vehicle for resale.

^ Title, tax and license fee (only if not refunded by government agency). It is the responsibility of the Retailer and the customer to attempt to secure a refund of such fees.

^ Finance/Lease contract cancellation charges (includes lease acquisition fee and lease end charge) assessed by the Finance/Lease institution up to a maximum of $550.00.