Content Comparison

Background:

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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

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• Navigate to Milestone 1 in the job

• Leave a private comment along with a link to the ticket and your initials:

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• Navigate to Milestone 1 within the Operations phase and click on the red ‘Cancel Workflow’ button:

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• Enter the reason for cancellation. Include details:

  • Homeowner/Installer/DP request

  • Reason - choose one of the following:

    • Milestone deadline expired

    • Homeowner opted out of going solar

    • Homeowner switching product, terms or financing program

    • Homeowner not satisfied with contract, payments or terms

    • Homeowner not satisfied with Installer

    • Installer requested to cancel

    • Fraud

    • Not Disclosed

    • Other

• Click on the ‘Confirm’ button:

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• Leave a private comment along with a link to the ticket and your initials:

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• Reply to the homeowner in the Jira Ticket:

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)

1. Send a note to the installer

   1. Create a “Linked ticket” from the homeowner’s request to cancel-ticket.

      1. Request type: Cancellation

      2. 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)

      3. Request Participants: Add the email address of the salesperson assigned to the homeowner’s job

      4. Add the installer’s org name

      5. Description: Job Address + Engine Job URL

      6. “Send a note to the customer” with the appropriate canned message below

   2. 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!

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)

1. Send a note to the installer

   1. Create a “Linked ticket” from the homeowner’s request to cancel-ticket.

      1. Request type: Cancellation

      2. 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)

      3. Request Participants: Add the email address of the salesperson assigned to the homeowner’s job + Deal Processing.

      4. Add the installer’s org name

      5. Description: Job Address + Engine Job URL

      6. “Send a note to the customer” with the appropriate canned message below

   2. 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!

1. Once DP cancels the workflow, the ticket can be closed.

   1. 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

  1. Work from the ticket created by DP - DO NOT CREATE A SEPARATE TICKET FOR THE INSTALLER NOTIFICATION

     1. Request type: Cancellation

     2. 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)

     3. Request Participants: Add the email address of the salesperson assigned to the homeowner’s job

     4. Add the installer’s org name

     5. Description: Job Address

     6. “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

  1. Create a linked ticket in Jira EBH in the Homeowner queue and send a note to the homeowner

     1. Request type: Cancellation

     2. Reporter: Add the email address of the homeowner

     3. Add the installer’s org name

     4. Description: Job Address

     5. “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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