To: Vendor Network From: Vendor Management Date: June 23, 2017 Memo #1581: Vendor 360 – System Enhancements

The Vendor360 application will be taken off-line Sunday, June 25, 2017 at 8:00 AM ET for system enhancements. The anticipated time of system unavailability will be from 8:00 AM ET to 12:00 PM ET. Please ensure all work is saved prior to this time and log out of the MCS software. During this scheduled downtime the MCS360 mobile check-in app will also be unavailable. In order to complete work in the field during this downtime, be sure to log into the app prior to the scheduled downtime. Any check-ins performed during the downtime will be stored in the saved queue and will need to be uploaded once the system is back up. Vendors who use 3rd party software applications and systems should make all appropriate parties aware of the changes.

Maintenance & Inspection Vendors MCS Chargeback and Dispute Guidelines MCS has completed the development of an enhanced chargeback portal and appeal process. The vendor payment dispute process is being incorporated into Vendor 360 for better transparency and to increase efficiencies. Appeals will be submitted directly into Vendor 360 which will also allow for better tracking and reporting of open appeals. Timeframes As part of this enhanced process, vendors will now have 10 days to file an initial appeal. In the event that a response to an appeal decision requires a second response from a vendor, vendors will have 5 days to respond. Resubmitting Appeals and Escalating Appeals If an appeal is not resolved, vendors can escalate the appeal via Vendor 360. Important: Do not re-submit an appeal response if you do not agree with the answer you received but have no additional information to support an appeal. Extension Request Extensions to review a chargeback can now be requested prior to appealing it. Extension requests can be submitted in Vendor 360. Once approved, Vendor 360 will automatically update with the new extension date.

What to Include in an Appeal

Explain why you disagree with the chargeback assessment; include facts and dates as reference to help make the explanation clear.

Provide supporting photos, receipts, etc.

Reference the work orders that relate to your appeal o Example: M123456 shows that no damage was present M456876 also shows no damage

Concise messages are preferred: bullet points outlining all justifications are recommended. This allows MCS to quickly identify, review, and respond to all concerns.

Re-submitting an Appeal

Do not appeal without proper justification (avoid appealing just to appeal)

Only resubmit an appeal if : o New or additional information can be provided to supports your appeal o New appeal justification can be provided after receiving the MCS initial response

Example: MCS indicated that a roof had holes on January 1st, but photos on work order M12345 show that the roof was fully intact and not damaged.

o A response to a question from MCS is needed

Vendors do not need to respond to prior chargebacks notifications in the new portal. Please continue working these items via the previous email process. Invoice reductions can be appealed using the new enhancement if the invoice was submitted within the past 60 days.

Vendor chargebacks and disputes All work order Chargebacks and Disputes will now be submitted and managed in

Vendor360. After the migration, no new chargebacks or appeal disputes will be processed via email.

Permissions in Vendor360 In order to access the new queues for Chargebacks and Disputes, vendors must go in to

the Admin tab on main screen in Vendor360 and click on Manage Users

Choose an individual(s) that would need access to these permissions and check the boxes that says Vendor360Chargebacks and Vendor360Disputes. Click Modify to have the permission update.

Chargeback Appeals If a chargeback is issued, the vendor will be notified via email with the following

information: Subject: Chargeback Submitted To Vendor's Queue - Please Review Your Chargebacks Queue. ChargebackID: Client Number: Address: Total Amount Charged Back: Vendor Number: Work Order Number: Assigned Date: Actions You May Take: - TAKE NO ACTION: Chargeback will automatically finalize after 10 days from the date it was first submitted to vendor. - REQUEST EXTENSION: Timeframe will be extended if the request is approved to allow for more research time. - APPEAL/ESCALATE : You may appeal the charges up to 3 times; Escalation option will be available on the 4th.

Upon receiving the email notification of a chargeback, the vendor may appeal only if there is supporting evidence that shows there is an error with the chargeback

To appeal, click on Billing from the main screen in Vendor360, then click on My

Chargebacks

Click on the work order you would like to appeal

o Vendors may use the filtering option to search the queue for a particular work order choosing one of the column headers from the drop down menu

o Vendors may also export the grid to an excel sheet by clicking the Export Grid button

When the chargeback opens up, the Property and Address Information will be at the top of the screen in two sections.

o Property Information: Customer Number, Loan #, Loan Type, Keycode (if applicable), Property ID, Initial Secure Date (if applicable), Sale Date (if applicable), FTV Date (if applicable).

o Address Information: Mortgagor Name, Property Address

The Chargeback Information section gives details regarding the chargeback.

o The Chargeback Details tab will be read-only as this is to only show the vendor what, why, and how much they are being charged back.

Chargeback Notes section will have a comment box for verbiage that a vendor would

like to add as well as a history of what has been logged by the vendor and MCS

Vendor Action Tab- **This is the tab that Vendors must complete to appeal a chargeback. **

o Click on Display Instructions button to see the guidelines for appealing chargebacks

o Click on File an Appeal to begin the process

A First Appeal box will populate for the vendor to put in comments of why they are appealing the chargeback. Click on the Show All button to see vendor and MCS notes.

Chargeback Notes section will have a comment box for verbiage that a vendor would like to add as well as a history of what has been logged by the vendor and MCS

In the Supporting Documents section, give a Document Description in the comment box provided, upload any documents, photos, etc. that MCS would need in order to properly review the Appeal. The uploaded document will be notated in the history.

Once all items on the Vendor Action tab have been filled out, comments/notes have

been added, and documents have been uploaded, the vendor will click on Submit in the Action section that says “File an Appeal”.

Creating an Extension

On the Extension tab, click on “Create New Extension Request” in the Actions Section Add notes in the Vendor Comments box in the section that says First Extension Click on the button that says Process Request When the appeal goes through, the Actions section will be greyed out and the Request

Status will say Pending MCS Response. Click the Show All button to see vendor and MCS notes.

Creating a Dispute

Vendors can dispute work orders that were processed with some type of error or if something is missing

Click on Billing from the main screen in Vendor360, then click on My Disputes

Click on Create New Request and enter in the work order number of the item you

would like to dispute

On the Vendor Dispute Details (Vendor) screen, Vendor Information will be at the top of

the screen: Vendor Number, Company Name, Phone Number, Name, and Address.

In the Dispute Details section, begin filling out the pertinent information prior to submission.

o Dispute Reason Choose an item from the drop down that best fits the reason for the

dispute

Choose “Other” if the reason for the dispute is not listed and be sure to include comments in the Comment box

Add the Amount in the field provided for the Total you would like to dispute Click on Details to see work order results

Ensure that your correct email address has populated. This is the email for the Main

Contact that MCS has on file. o If not, be sure to correct this in the Vendor Info and Contacts screen in Vendor

360

Click on Display Instructions for appeal rules regarding disputes

Once the Dispute Reason, Amount, and Comments have been made to the Dispute

Details section, click the Create Request button as the first step prior to clicking Submit Request. Your comment will be added to the Dispute Notes history below

Prior to clicking on Submit Request, add any further notes necessary to the Dispute

Notes section, hit Create Note, and your comment will be added to the history

In the Supporting Documents section, give a Document Description in the comment

box provided, upload any documents, photos, etc. that MCS would need in order to properly review your Dispute. The uploaded document will be notated in the history.

Prior to clicking Submit Request along with Process Request, the vendor will have the

option to Modify responses in case there was an error made after the dispute was already created. The vendor will also have the option to Delete the request if it is no longer needed.

Once all items on the Vendor Dispute Details screen have been filled out, comments have been added, and documents have been uploaded, the vendor will click on Submit Request followed by the Process Request button to send the dispute to MCS.

The vendor will receive an email from MCS letting the vendor know in the subject line if MCS has Approved or Rejected the Dispute. The email will also contain the dispute ID, the amount disputed, and the work order number.

o Dispute Rejected By MCS - Please Review Your Dispute Queue For More Details DisputeID: 18 Amount: 12.00 WorkOrderNumber: M1066XXX

o Dispute Approved By MCS - Pending GP Import DisputeID: 18 Amount: 12.00 WorkOrderNumber: M1066XXX

Vendor360 Reporting

To search Chargeback and Dispute reporting, click on BillingChargeback and Dispute Search/Reporting

Fill in the Report Type: Search, Chargeback By Vendor Details, and Chargeback by Vendor

Summary

When choosing Search, the vendor will need to fill out the Request Type of either Chargeback

Requests or Vendor Disputes. Once that is chosen, the vendor will need to choose an item in the drop down field for Search Type and fill in the empty field with the criteria needed from the selection in the drop down.

Next you will want to select a date range and click on Search. Any items matching the criteria

selected will populate in the grid

In the top right hand corner of the screen there is a Report Description based on the Report Type chosen: Search, Chargeback By Vendor Details, or Chargeback by Vendor Summary

Request Type: Chargeback By Vendor Details and Chargeback by Vendor Summary

o Choose a date range and click Get Report

Inspection Vendors Only

No Additional Enhancements

Maintenance Vendors Only

No Additional Enhancements

Third Party

No Additional Enhancements

Should you have any questions or concerns, please contact your RVM. Sincerely, Vendor Management Mortgage Contracting Services (813) 387-1100

This message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is confidential, privileged and exempt from disclosure under applicable law. If the reader of this message is not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you received this communication in error, please delete and/or notify the sender by return email. The contents of this communication are provided to the Suppliers and/or Vendors of Mortgage Contracting Services LLC., (MCS). The contents of this communication are not intended act as a substitute for legal advice related to individual work orders or inspections. The receipt of the contents of this communication does not constitute an attorney-supplier/attorney vendor relationship. Suppliers should consult legal counsel of their choosing for legal advice concerning the contents of this, or any other, communication from MCS. Thank you. This document does not create or reflect a contract of any kind, including an employment contract or employment relationship with MCS. The contractor and any individuals or entities engaged by contractor using this document remain solely responsible for determining the manner and means of completing the services necessitating its use. Contractor acknowledges and agrees that it is an independent contractor of MCS that it is not an employee of MCS, and individuals and entities engaged by contractor to provide service are not MCS employees.