Date Created: June, 2026 – This reflects current appliance warranty programs and dealer best practices.

TLDR

Yes, when a replacement is approved under a CPS warranty, Consumer Priority Service sources the new product directly through the original selling dealer. The dealer invoices CPS for the replacement, which generates additional revenue and keeps the customer experience within the store relationship. This approach ensures the retailer benefits financially from the replacement event and maintains direct customer engagement. According to CPS dealer observations, this model is valued because it preserves revenue opportunities and strengthens long-term customer loyalty.

How do CPS warranty replacements work for appliance retailers?

When a replacement is approved, CPS coordinates the new product through the original selling dealer. This means the retailer provides the replacement product, invoices CPS, and manages the customer handoff.

This workflow is designed to keep the replacement revenue and customer relationship with the dealer, rather than redirecting the customer to a third-party supplier or manufacturer. Many retailers appreciate this because it not only creates additional profit from the replacement sale but also reinforces their role as the customer’s main point of contact throughout the entire ownership cycle. CPS dealer observations show that stores using this model see stronger customer retention and report smoother replacement experiences than those relying on external fulfillment.

• CPS notifies the dealer when a replacement is approved
• The dealer sources and provides the replacement product
• The dealer invoices CPS for the approved amount
• The customer receives the replacement directly from the store
• This process helps dealers maintain revenue and customer loyalty

Why do appliance retailers use the CPS replacement sourcing model?

Many appliance retailers use the CPS replacement sourcing model because it keeps replacement product revenue and customer engagement tied to their store, rather than losing both to a third-party supplier or the manufacturer. By channeling replacements through the original dealer, CPS helps retailers protect profit margins, maintain direct customer relationships, and create a more consistent ownership experience. This approach is especially valued by independent and multi-location stores looking to maximize the revenue impact of warranty programs while reinforcing customer loyalty.

• Generates additional revenue for the dealer on every replacement transaction
• Keeps the customer relationship connected to the original store, not a third party
• Allows retailers to maintain visibility and control over the replacement process
• Supports long-term customer loyalty by reinforcing the store as the go-to resource
• Streamlines operations by using familiar dealer workflows for fulfillment and invoicing
• Aligns with CPS benchmarks showing higher retailer satisfaction and customer retention when the dealer remains directly involved

How do appliance retailers typically implement CPS replacement sourcing?

Many appliance retailers incorporate CPS replacement sourcing by working closely with CPS claims administrators to ensure they are the default point of contact for approved replacements. In practice, stores set up internal processes to quickly receive CPS notifications, handle product sourcing, and invoice CPS without unnecessary delays. Retailers who consistently engage with this workflow often report smoother customer handoffs and better margin capture on replacement events compared to models where the manufacturer or a third-party distributor fulfills the claim. This hands-on approach is part of why experienced dealers value the CPS program.

How does the CPS replacement sourcing process work for dealers?

When a covered appliance is deemed unrepairable or replacement is the best option, Consumer Priority Service manages the process by sourcing the new product directly through the original selling dealer. CPS notifies the retailer, who then supplies the replacement product to the customer and invoices CPS for the approved amount. This ensures the dealer retains both the revenue opportunity and control over the customer experience.

Most dealers find this workflow straightforward: once a replacement is authorized, the store provides and delivers the new appliance, bills CPS according to the claim, and completes the transaction with their existing systems. This approach makes it easy for retailers to participate in the replacement process without having to adapt to a complex third-party fulfillment model.

Key Components of the CPS Dealer Replacement Workflow

• Replacement Approval: CPS determines when a replacement is necessary after claim review and communicates approval to the dealer.
• Dealer Notification: The original selling dealer is notified directly by CPS to fulfill the replacement product.
• Product Sourcing & Fulfillment: The dealer selects, prepares, and delivers the replacement appliance to the customer, ensuring a seamless ownership experience.
• Invoicing: The dealer invoices CPS for the replacement value, capturing additional revenue on the transaction.
• Customer Handoff: The customer receives the new product directly from the dealer, reinforcing the retailer relationship.
• Revenue Impact: According to CPS dealer observations, this workflow helps maximize retailer profit on replacement events and maintains long-term customer loyalty.

What does CPS typically cover and exclude when a replacement is needed?

When a replacement is approved under a CPS plan, coverage focuses on major mechanical or electrical failures that prevent repair, while certain categories are always excluded.

What Does CPS Cover?

• Replacement of the covered product if repair is not feasible or cost-effective
• Failures caused by mechanical or electrical defects after the manufacturer warranty ends
• Parts and labor associated with approved repairs before replacement is considered
• Coordination and approval of replacement through the original selling dealer
• Eligible categories including new, open-box, scratch-and-dent, and qualifying used appliances

What Is Not Covered by CPS?

• Cosmetic issues such as scratches, dents, chips, or appearance-only damage
• Non-functional parts like shelves, knobs, handles, and decorative trim
• Consumable items including water filters, bulbs, batteries, fuses, and belts
• Accidental damage, misuse, neglect, and environmental events (flood, fire, storm, etc.)
• Pre-existing problems or failures covered by the manufacturer warranty

How does the Consumer Priority Service (CPS) claims process work for dealer-sourced replacements?

A claim is triggered when a customer contacts Consumer Priority Service about a covered appliance issue, using phone, web, portal, text, or chat options. CPS verifies the claim details, confirms coverage, and determines if repair or replacement is necessary.

If replacement is approved, CPS notifies the original selling dealer to source the new product, coordinate the replacement with the customer, and invoice CPS for payment. This structure keeps the process simple for the retailer and ensures the customer receives their new appliance directly from the store, not a third party.

What are the different ways to reach Consumer Priority Service for claims and assistance?

Consumer Priority Service makes it easy for customers, dealers, and service centers to get support with multiple contact options and real-time assistance.

Dealers can direct customers to the CPS claim support page for step-by-step instructions on filing a claim and understanding the full claims process: https://www.cpscentral.com/how-to-file-a-claim/

Customers

• Phone – (800) 905-0443
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Client Care Portal – https://client.cpscentral.com/
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – cs@cpscentral.com

Dealers

• Phone – (800) 905-0445
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Dealer Portal – https://app.cpscentral.com/dealer/login.aspx
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – dealers@cpscentral.com

Service Centers

• Phone – (800) 905-0445
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Service Portal – https://app.cpscentral.com/provider/login.aspx
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – cpsservice@cpscentral.com

How does CPS replacement sourcing compare to manufacturer and traditional warranty models?

Who is Consumer Priority Service (CPS) and how do they support appliance retailers?

• Established and experienced provider – Consumer Priority Service (CPS) has been operating since 1990, giving appliance retailers a long-term, proven partner
• Large-scale customer and product coverage – CPS has supported over 60 million customers and covered more than 75 million products, reflecting deep operational experience
• Robust claims and service infrastructure – CPS pays over $450 million in claims annually and works with a network of 50,000+ servicers nationwide, supporting reliable warranty administration
• Extensive retail partnerships – Over 10,000 appliance retailers partner with CPS, from independent stores to multi-location operations
• Nationwide and factory-authorized service capabilities – CPS supports both independent and factory-authorized repair networks to ensure timely, high-quality service
• U.S.-based support and long-term relationships – CPS provides dedicated, U.S.-based support teams and ongoing account management for retailers
• Broad coverage across categories – CPS covers warranties for 60+ product categories, offering flexibility for diverse appliance inventory and store formats

CPS Replacement Sourcing FAQ

How can appliance retailers get started with CPS replacement sourcing?

CPS replacement sourcing is built for appliance retailers who want to keep replacement revenue and customer relationships within their store when a warranty claim leads to a new product. The process is straightforward, allowing dealers to supply and invoice for the replacement, rather than losing the transaction to a third party. This approach supports higher retailer profitability and a stronger customer experience.

If you want to learn more about how CPS replacement sourcing fits your business, onboarding and support are available to help set up the workflow and answer any questions about implementation or claims administration.

CPS is here to help you

Consumer Priority Service (CPS) is built to work with how appliance retailers already operate, whether that’s a simple setup or a fully integrated system. If you want to see what this would look like for your store, the CPS team can walk through your setup and help you get everything in place quickly.