Background:
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Options for Cancellation
The homeowner can mail or deliver a signed and dated copy of a Cancellation Notice or any other written notice, or send a telegram, to EverBright, LLC, at 700 Universe Boulevard, Juno Beach, FL 33408
Send an email request from the email address on record (check the contract for the homeowner email addresses)
The installer can request cancellation on behalf of the homeowner (a confirmation email will need to be sent to the homeowner)
We’ll accept the installer’s cancellation form if it was sent in lieu of our own
Everbright has the right to cancel workflows in M1 and M2. Both the homeowner and installer must be notified of the cancellation
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If the customer called in or used chat - Advise the customer:
“Your notice of cancellation is not yet noted in our system. However, I’ll make a note on your account that you reached out for a status update. If you’re concerned, you may also email us your notice of cancellation at Support@myeverbright.com and we’ll process the cancellation.
How to handle cancellation requests from a homeowner
EverBright requires cancellation requests to be in writing. If the request came in over the phone or chat, ask them to send us an email (from their email address on record) to support@myeverbright.com with their request to cancel. If you are no longer on the phone with the homeowner, pull the email address for the homeowner from the contact phase and create a new homeowner support ticket. Then use the homeowner’s email as the reporter and “reply to the customer” stating that we need a statement including their request to cancel.
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If M1 (M1A for Direct Pay) is NOT approved
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Agents are only permitted to cancel a workflow if there are NO milestones approved. If any milestone is approved, the agent must send the request to Deal Processing to cancel. |
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Leave a private comment along with a link to the ticket and your initials:
Reply to the homeowner:
Thank you for letting us know you’d like to cancel your agreement. We’ve notated your account and will communicate with your installer. Please respond to this email stating whether you would like to proceed with cancellation so that we may have your request in writing. To assist us in improving EverBright customer experience, we also ask you to provide the reason you wish to cancel. We’re sorry to lose your business and hope to see you back again one day soon.
Best,
(your name)
If M1 is approved
If M1 has already been approved, tell the customer you will notate their account with their request and will reach out to their installer to follow up with them for the next steps.
Thank you for letting us know you’d like to cancel your agreement. We’ve notated your account and will communicate with your installer. They will reach out to you for the next steps. Please respond to this email stating whether you would like to proceed with cancellation so that we may have your request in writing.
Best
(your name)
Send a note to the installer
Create a “Linked ticket” from the homeowner’s request to cancel-ticket.
Request type: Cancellation
Reporter: Add the email address of the Installer assigned to that homeowner’s job (click ‘ownership’ on the job in the pipeline view to see phase ownership for the job)
Request Participants: Add the email address of the salesperson assigned to the homeowner’s job + Deal Processing.
Add the installer’s org name
Description: Job Address + Engine Job URL
“Send a note to the customer” with the appropriate canned message below
If M1 has not yet been approved:
(Homeowner name) has advised EverBright that they’d like to proceed with cancellation. We’ve approved the request. Thank you!
c. If M1 has already been approved:
(Homeowner name) has advised EverBright that they’d like to proceed with cancellation of their agreement. Please follow up with the customer on the next steps. Thank you!
Once DP cancels the workflow, the ticket can be closed.
Resolution type - Cancellation
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If a request came in from the installer on the homeowner’s behalf, create a linked ticket from the installer’s request.
(Installer’s name) has advised EverBright that you’d like to cancel your EverBright agreement. We’ve approved the request, however, please reach out to us ASAP if this request was sent in error and you’d like to proceed with your system. Thank you!
If the ticket comes into the software support (SS) queue, move it to the Homeowner support (EBH) queue prior to closing. Moving a Ticket to a Different Project in Jira
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If an installer reaches out to restore a workflow that was cancelled at the homeowner's request, the homeowner will need to submit their approval in writing. Requests will only be accepted within 3 business days of the initial request to cancel. After that, the homeowner will need to re-sign. Reply to the homeowner in the original EBH ticket (if available), otherwise create a linked ticket from the installer’s request.
(Installer’s name) has advised EverBright that you have decided to proceed with your solar project. Please reply to this email and confirm your intent to reinstate your EverBright agreement. Thank you!
Internal cancellation notifications from DP
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For the installer ticket
Work from the ticket created by DP - DO NOT CREATE A SEPARATE TICKET FOR THE INSTALLER NOTIFICATION
Request type: Cancellation
Reporter: Update to the email address of the installer assigned to that homeowner’s job (click ‘ownership’ on the job in the pipeline view to see phase ownership for the job)
Request Participants: Add the email address of the salesperson assigned to the homeowner’s job
Add the installer’s org name
Description: Job Address
“Send a note to the customer” with the canned message below:
Hello,
We are contacting you to inform you that the contract for [homeowner’s name and job address] was canceled [insert comments from DP]. The homeowner has been informed, as well.
Regards,
For the Homeowner's ticket
Create a linked ticket in Jira EBH in the Homeowner queue and send a note to the homeowner
Request type: Cancellation
Reporter: Add the email address of the homeowner
Add the installer’s org name
Description: Job Address
“Send a note to the customer” with the canned message below:
Hello,
This email is to inform you that your solar financing agreement was cancelled. Please reach out to your installer if you have any questions.
Regards,
If the ticket comes into the software support (SS) queue, move it to the Homeowner support (EBH) queue prior to closing. Moving a Ticket to a Different Project in Jira
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