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Background:

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Response to the Homeowner:

We are unable to honor any cancellation request outside of the 10-business day right to cancel per your contract.

Respuesta al propietario de la vivienda:

No podemos aceptar ninguna solicitud de cancelación fuera del derecho de cancelación de 10 días hábiles según su contrato.

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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.

Spanish Homeowner Script

“Su aviso de cancelación aún no aparece en nuestro sistema. Sin embargo, anotaré en su cuenta que se comunicó con usted para obtener una actualización de estado. Si le preocupa, también puede enviarnos un correo electrónico con su aviso de cancelación a Support@myeverbright.com y procesaremos la cancelación.

How to handle cancellation requests from a homeowner

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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. We’re sorry to lose your business and hope to see you back again one day soon.

Best,

(your name)

• Homeowner Script - Spanish

Gracias por informarnos que desea cancelar su acuerdo. Hemos anotado su cuenta y nos comunicaremos con su instalador. Lamentamos perder su negocio y esperamos volver a verlo pronto.

Atentamente,

(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

• Support Agents are able to cancel M2 jobs (all products EXCEPT Direct Pay products). The agent can only cancel the job if there are NO photos uploaded to the job. All other requests, the agent must send the request to Deal Processing to cancel.

• 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. 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. 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)

• Homeowner Script - Spanish

Gracias por informarnos que desea cancelar su acuerdo. Hemos anotado su cuenta y nos comunicaremos con su instalador. Responda a este correo electrónico indicando si desea continuar con la cancelación para que podamos recibir su solicitud por escrito. Lamentamos perder su negocio y esperamos volver a verlo pronto.

Atentamente,

(your name)

If M1 has not yet been approved, send to the installer:

(Homeowner name) has advised EverBright that they’d like to proceed with cancellation. We’ve approved the request. Thank you!

If M1 has already been approved, send to the installer:

(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!

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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!

• Homeowner Script - Spanish

(Installer’s name) le ha informado a EverBright que desea cancelar su acuerdo con EverBright. Hemos aprobado la solicitud; sin embargo, comuníquese con nosotros lo antes posible si esta solicitud se envió por error y desea continuar con su sistema. ¡Gracias!

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!

• Update the ticket status to ‘Waiting for Deal Processing’

  • This will create a duplicate ticket in the DP queue and Deal Processing will process the request.

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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,

• Homeowner Script - Spanish

Hola,

Este correo electrónico es para informarle que su acuerdo de financiamiento solar fue cancelado. Comuníquese con su instalador si tiene alguna pregunta.

Gracias,

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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