Background: RIC customers will receive an email from marketing informing them that the Retail Installment Contract they signed through Docusign is missing the confirmation that it is the “DocuSign Authoritative Copy.”
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Please see the link below to the “Red and Yellow” spreadsheet for the initial group of customers that was emailed. Columns A and B show the first and last name and column C has the email address. Please note that the list includes both EB and BEAM contracts.
Please add your notes in column D of the spreadsheet as you receive calls, emails, or chats from homeowners.
2023-10-17 AuthCopy email red and yellow list.xlsx
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The spreadsheet can also be found in the EverBright Customer Support SharePoint page. |
Authoritative Copy (AC) Acknowledgement via Homeowner Portal
The homeowner has the option of completing the AC acknowledgment in their homeowner portal:
Homeowner logs into their portal
Homeowner sees the prompt encouraging them to complete the acknowledgement. Homeowner clicks the button "Click to Acknowledge" to complete the acknowledgement. Customers are limited to 2 actions here: 1. complete the acknowledgement 2. log out
Upon successful acknowledgement completion, homeowners receive a confirmation message and can access their homeowner portal and resume normal portal activities.
The acknowledgement homeowners will see:
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After the acknowledgement has been completed:
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Additional details:
When a customer completes the requested action, the system records the data and dismisses the experience for that account. Because the acknowledgement of either co-signer is sufficient, it is to minimize asking customers to take duplicate/unnecessary actions.
The ability to acknowledge is set to impersonate read only so that only the customer can take this action/internal teams cannot take this action on behalf of a customer.
FAQs:
"What is this email really about?"
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