Transaction Authorisation - Arval

Contact Details
These instructions form part of your Agreement
with ARVAL and failure to follow them may result in
non-payment of invoices and could result in removal
from the AllStar Preferred Network.
All employees providing services to ARVAL customers
need to understand and follow these instructions.
These Operating Instructions can also be viewed and
downloaded from www.arval.co.uk/allstar
For queries about:
Ownership Imprinting
Details Machines
Bank Details Plate Requests
Changes to your
VAT status/Number
Contact: ARVAL Network
Development Team
Monday to Friday 9am – 5pm
Phone: 0870 419 5443
Fax: 0870 419 5761
Email: allstar.network@arval.co.uk
Post: ARVAL Network Development Team,
Post Department 38, ARVAL Centre,
Windmill Hill, Swindon,
Wiltshire SN5 6PE
If your site is purchased by another owner, you will
no longer be able to transact using your current
vendor number or merchant number. In this case,
please contact the Network Development Team to
apply for a new vendor number/merchant number.
Until you are set up with a new vendor/merchant
number you may experience delays seeking
authorisation and gaining payment.
When contacting us, please have your Merchant
Number or Vendor Number to hand.
Issued March 2006
The
AllStar Network
Please make a note of the following:
Your unique ARVAL Vendor Number
Your unique Merchant Number
For queries about:
Invoices Payment
Remittance Reconciliation
Disputes Copy Vouchers
Card Numbers
Contact: ARVAL Network Support Team
Monday to Friday 9am – 5pm
Phone: 0870 848 0943
Fax: 0870 419 4329
Email: network@arval.co.uk
Post: ARVAL Network Support Team,
PO Box 2010, ARVAL Centre,
Windmill Hill, Swindon,
Wiltshire SN5 6PT
For queries about:
Authorisation
Contact: ARVAL Technical Centre
Monday to Friday 8am – 6pm
and Saturday 8am – 1pm
Phone: 0870 600 5678 or 0870 608 1600
Useful Contacts:
Contact: 1link Vendor Helpline
Phone: 08700 11 88 00
Contact Details
Operating Instructions – Fleet Maintenance
1

Warranty, MOT & Fast Fit
2
Warranty, MOT & Fast Fit
Warranty Repairs
You must honour all guarantees and warranties
on parts and labour for work carried out for
a minimum of 12 months or 12,000 miles.
Where failure of components occur that are outside of
your control you must assist ARVAL in pursuing all
warranty claims.
You must only use manufacturer approved parts when
undertaking work that falls within the manufacturer’s
warranty period in time or miles.
You must submit all requests for warranty related work on
1link at zero cost so that ARVAL may build a full warranty and
maintenance history record for all vehicles.
MOTs
When carrying out an MOT, check where to send the MOT
certificate at point of authorisation.
Running Repairs
In the event of an urgent fault on a vehicle, the ARVAL client
may arrive at your premises without a prior booking. AllStar
suppliers are required to provide a priority repair service to
our drivers and carry out short, low cost repairs e.g. bulb
replacements, wiper blade replacements, etc. immediately.
Issued March 2006
Your Checklist
When you have completed
the service or repair, please
ensure that you have:
Fast Fit
Normally an approved Fast Fit supplier will be requested
to carry out tyre replacement work on ARVAL maintained
vehicles.
• You must allow Fast Fit suppliers access to work on
ARVAL maintained vehicles.
• It is not necessary to provide a covered area in all cases.
• The work will be carried out by agreement and at a
mutually convenient time as far as practicable.
If a running repair cannot be completed within 15 minutes
and the fault affects the driver’s ability to use the vehicle
safely or legally you must retain the vehicle, open a 1link job
sheet and progress the repair as described in the section on
Transaction Authorisation.
Washed & vacuumed the vehicle.
Left a check sheet of work that has
been carried out in the vehicle.
Stamped the service book.
Contacted ARVAL or the driver
(as instructed) to advise that the
vehicle is ready.
Set the appropriate status in the
1link system.
The
AllStar Network

Front view
Services/Products
Repair Limit
Card Acceptance & Identification
ARVAL Branded Cards
ARVAL uses a combination of icons, text and embossing on its Service & Repair
cards to indicate the products and services that can be purchased. Some cards
are valid for fuel purchases only and cannot be used for fleet maintenance work.
Please check the information on the card for the expiry date, vehicle registration
and the repair limit.
Reverse View With
Magnetic Stripe
Product & Service Icons
Reverse View Without
Magnetic Stripe
Product & Service Icons
Number to call for
Authorisations
Registration Number
Expiry Date
ARVAL currently operates a range of other cards which will be phased out as part of a rebranding
process. Example cards are shown overleaf. These cards will still be in use until further notice.
Issued March 2006
If you are in doubt about the validity of a card, please contact the Network Support Team
on 0870 848 0943.
The
AllStar Network
Card Acceptance & Identification
3

Card Acceptance & Identification
4
Existing ARVAL Cards
Red Fleet Card Blue Fleet Card
BP Supercharge Card Corporate Overdrive Card
Overdrive Third Party Card Kwik-Fit Business Drive Card
CLIENT
BRANDING
Issued March 2006
Vehicles Without a Valid Card
The Driver has never been issued with a card.
The Driver has forgotten their card.
The Driver has presented the wrong card or
an expired card.
AA Paytrak Card
Dialcard Third Party Card
CLIENT
BRANDING
Please check the
embossing and icons
on the card for
product restrictions.
If the driver does not have a valid ARVAL issued card, please contact the Technical Centre
on 0870 600 5678 for authorisation or advice on where to obtain an authorisation.
The
AllStar Network

Electronic Authorisations using 1link
ARVAL labour rates and parts discounts
apply to all ARVAL vehicles.
ARVAL transactions within the AllStar
Network must normally be transacted
via 1link.
Transactions made via 1link do not
require a supporting paper invoice.
In the event of a disruption to the
1link service, please follow the
Manual Operating Instructions in
the next section.
Booking Requests
For work initiated through the ARVAL Service
Booking centre:
• ARVAL will make a Booking Request with your Service
Department via 1link.
• The Booking Request will contain information on the
work required, the customer’s preferred time and date,
and any other information relevant to the booking such
as collection and delivery instructions.
• All Booking Requests for service or repair must be
answered within 60 minutes of receipt.
• If you are unable to accommodate the time and/or date
of the Booking Request, please advise what the nearest
available appointment is.
• You must accept the booking if the requested date gives
you 5 days or more notice.
Issued March 2006
Completing Work & Authorisation
1. To ensure timely payment of all invoices,
please follow these steps in full:
• When the vehicle arrives, please complete the
1link ‘check in’ process as soon as possible.
• State Estimated Completion Date & Estimated
Completion Time.
2. Open a Job Sheet and complete the
Request for Work. This should include:
• Full coded detail.
• Current recorded mileage.
• Full parts and labour pricing for each job line
of the request.
3. Submit the Request for Work
for authorisation.
• If the request matches the parameters set within
the 1link rule set, the work will be authorised
immediately.
• If the request is outside the rule set, the request
will be referred to an ARVAL Maintenance Controller
for review.
• The 1link Job Sheet Number acts as the work
authorisation reference
• If the work details are acceptable and the costs are
in line with ARVAL requirements, the request will be
authorised and the Job Sheet returned to your 1link
‘inbox’ for action.
• Should further work become necessary, please
resubmit the Job Sheet via 1link with appropriate
amendments and await further authorisation prior
to carrying out the work.
• The Job Sheet status must be maintained to indicate if
the job is ‘Awaiting Start’, ‘In progress’, ‘Completed’ etc.
4. Once the work is completed, the 1link
transaction must be marked as ‘Completed’.
• Insert your invoice details before dispatching the
1link invoice record by moving the transaction to
a ‘Payment Requested’ status.
• If the detail of the Job Sheet is changed in any
way the transaction will be referred to ARVAL for
further authorisation.
• Only when the work details and values are the same
as the last authorisation can the transaction proceed
to the ‘Payment Requested’ status.
The
AllStar Network
Transaction Authorisation – Electronic & Manual
5

Transaction Authorisation – Electronic & Manual
6
Manual Authorisations in the event that you cannot
access 1link
ARVAL labour rates and parts discounts
apply to all cards.
Please phone the number on the card
for authorisation. The authorisation
number will either be embossed on
the front of the card, or printed on
the reverse.
1. When telephoning for an order
number, please have the following
information ready:
Issued March 2006
• Your ARVAL merchant number or vendor number.
• Card number.
• Vehicle registration number.
• Current recorded mileage.
• Full details of the parts and labour content of the
job, exclusive of VAT.
Failure to provide these details will result
in delay.
2. The ARVAL Technical Centre or customer’s
Fleet Manager will capture all details of the
required work and issue a Work Order
Number over the telephone.
• In most cases confirmation of this order, plus
invoicing information, will be sent by fax within 2
hours of the time and date you have indicated that
the job will be completed.
• If additional work is required, the detail of the work
changes, or the value exceeds the previous estimate
for authorisation, please call our ARVAL Technical
Centre for the Work Order to be amended.
3. You must ensure that you use the latest
version of the confirmation fax ‘Work
Order’ to obtain the correct details for
the invoice, paying particular attention
regarding who to invoice.
• See the name and address listed on the TOP RIGHT
of the Work Order for confirmation.
• Ensure that the invoice detail and value match the
detail on the Work Order and attach the Work Order
to the invoice.
• Post the two items to the address shown on
the invoice.
• Invoices must be submitted within 30 days of the
work being completed.
• Should you experience any problem with payment of
ARVAL invoices, please contact the Network Support
Team (listed under Contact Details).
The
AllStar Network

Issued March 2006
Work Orders
Supplier details Authorisation details Invoice
addressee details
Cardholder information
The
AllStar Network
Details of work
authorised
Transaction Authorisation – Electronic & Manual
7

Transaction Authorisation – Electronic & Manual
8
You must obtain an
imprint of the card
details
Issued March 2006
Manual Vouchers for use when the vehicle is not live
within 1link
ARVAL labour rates and parts discounts
apply to all transactions.
If you cannot follow the electronic or
manual authorisation process outlined
previously, please use a manual voucher.
Order numbers are required for all
jobs. Please call the number embossed
on the front of the card or printed on
the reverse for authorisation. This
includes vehicles which are not live
on 1link.
The manual voucher must be attached
to the invoice you submit.
You must ensure your
merchant number is
clearly embossed by
the imprinter. This is
essential for payment
You must obtain the
signature of the
cardholder or their
representative on
completion of the work
When telephoning for an order number,
please have the following information ready:
• Your ARVAL merchant number or vendor number.
• Card number.
• Vehicle registration number.
• Current recorded mileage.
• Full details of the parts and labour content of the job,
exclusive of VAT.
If you require a new plate or imprinting
machine, please call the Network
Development Team (see Contact Details).
You must complete mileage,
invoice date, vehicle
registration number, invoice
number and order number
(if applicable).
You must enter the
invoice number
You must obtain
and enter the
work order number
You must complete
all sections on
the voucher as
appropriate.
The
AllStar Network

Reconciliation & Your Invoice
Please note: Failure to follow these instructions may result in non-payment of invoices.
Notice of Disagreement (NOD)
All invoices must be submitted within 30 days
of the work to the vehicle being completed.
• If the invoice is subsequently rejected, a Notice of
Disagreement (NOD) will be issued.
• The NOD will detail the invoice and the reason
for rejection.
• You should follow the instructions on the NOD to
resolve the matter.
Credit notes should state the relevant invoice
number and the ARVAL order number.
Issued March 2006
Credit Notes
The
AllStar Network
Invoicing & Payment
9

Invoicing & Payment
10
In the event of any dispute relating to the delivery of an
invoice to ARVAL, unless the invoice was sent by Registered
Post, ARVAL will not be held liable.
Where relevant please ensure that you invoice the
correct ARVAL company. If you are unsure of the correct
organisation to invoice and are not using 1link, please
contact 0870 848 0943.
All invoices should state the ARVAL order number.
Where ARVAL has received all the correct paperwork,
payment by BACS transfer of all monies due will be
made as stated within your Agreement with ARVAL.
Your invoice date
Invoicing
Your invoice number
ARVAL log number
or remittance advice
Gross invoice amount
Remit/Payment Total
Issued March 2006
Remittance Advice
Invoices should be sent to:
For ARVAL UK LTD,
PO Box 2010,
ARVAL Centre, Windmill Hill,
Swindon SN5 6PT
For ARVAL LTD,
3020 The Crescent,
Birmingham Business Park,
Birmingham B37 7YE
The
AllStar Network
Your vendor number
Remit number, this
will show on your
bank statement
Your account details
Vehicle registration