Background: RIC customers will receive a communication (email, mail, text) 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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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.
Authoritative Copy (AC) Acknowledgement via Mailed Hard Copy
The homeowner has the option of completing the AC acknowledgment by scanning a QR code. There are 2 copies being mailed to homeowners. The difference is that one mailer references the homeowner portal as an option to complete the AC and the other does not list the homeowner portal as an option to complete the AC.
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If the homeowner states that they have already completed the AC, they can disregard the mailer. |
Authoritative Copy (AC) Acknowledgement via Text Messaging
On 11/15, text messages went out to customers giving them the option to complete the AC acknowledgement.
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When the customer clicks on the hyperlink, they are taken to the MyEverBright portal, where they will need to:
Enter their contact information.
Click the acknowledgement button.
Click submit.
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Email Incentive
An email went out to customers with an incentive to acknowledge the authoritative copy. Customers are being offered a $20 Amazon e-card. If the authoritative copy is acknowledged, they will receive their gift card approximately 3 to 5 weeks after the campaign ends on October 30, 2023.
Installer Authoritative Copy Acknowledgement
Installer communications went out regarding the Authoritative Copy. They received the following email:
Dear (installer name),
We have some important information to share regarding the Retail Installment Contracts (“Contracts”) you signed through DocuSign prior to October 12, 2023. After taking a closer look at the documents, we identified that they are missing the “DocuSign Authoritative Copy” confirmation.
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FAQs:
"What is this email really about?"
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