Background: A Homeowner or Installer requests to restore or reinstate a Workflow that has been canceled.
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Important: Deal Processing CANNOT restore the workflow after 14 days including duplicate projects. A new contract will have to be signed. Do not send a request to DP to restore the workflow after 14 days. |
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Where is the Restore request coming from?
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AGREEMENT RESTORE PROCESS (PHONE & CHAT Support)
IS THE REQUEST COMING FROM:
From the Homeowner:
We Have received a written confirmation from the HO to reinstate the agreement
IF | Then | Reference |
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| Deal Processing will NOT restore workflows after 14 business days of canceled |  |
| (Click Here to see how) |  | Info |
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Add in the Email the: Homeowner’s Email Address Installer’s Org Name Homeowner’s Property Address Job Link (Engine Link) Add a note stating that this request is coming from the Homeowner
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We have NOT received a written confirmation from the HO to reinstate the agreement
IF | Then |
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| Before asking them to send the email; please check if they are within the 14 days or not. NOTE: If Homeowner is struggling on sending an email; Agent can also elevate to email from CXoneto the HO requesting confirmation | Info |
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Hello (Homeowner’s Name) Based on our recent (Phone/Chat) Interaction. Please kindly reply this email to confirm if you would like to reinstate your Everbright Agreement with (Installer Org Name) Thanks (Agent’s Name) |
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From the Sales Representative / Installer:
We Have received a written confirmation from the HO to reinstate the agreement
IF | Then | Reference |
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| Deal Processing will NOT restore workflows after 14 business days of cancelled | |
| | Info |
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Hello Thank you for reaching out to EverBright. We’ll be more than glad to assist you with this restore request. We will be contacting the Homeowner through the Email address on record so we can get written consent to reinstate this contract. Once the confirmation is received we will proceed with the reinstatement Thank you! (Agent’s Name) |
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| Info |
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Add in the Email the: Homeowner’s Email Address Installer’s Org Name Homeowner’s Property Address Job Link (Engine Link) Add a note stating that this request is coming from the Sales Rep / Installer
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We have NOT received a written confirmation from the HO to reinstate the agreement
IF | Then |
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| Before asking them to send the email; please check if they are within the 14 business days or not. Also: If Rep is telling us that the Homeowner is struggling on sending an email; Agent can also elevate to email from CXoneto the HO requesting confirmation | Info |
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Hello (Homeowner’s Name) We’ve been told by (Installer’s Org Namename)has advised EverBright that you would like have decided to proceed with their contractyour solar project. Please kindly reply to this email to confirm if you would like and confirm your intent to reinstate your Everbright Agreement with (Installer Org Name) or not Thanks (Agent’s Name)EverBright agreement. Thank you! |
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AGREEMENT RESTORE PROCESS (JIRA Ticket - For Back Office Only)
IS THE REQUEST COMING FROM:
From the Homeowner:
Action | Reference |
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Make sure the request is coming from the same Email address on record.
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This can be confirmed by checking in Sales-Force |
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If it is NOT coming from the same Email address on record reply to the customer:
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Hello Thank you for reaching out to EverBright. We’ll be more than glad to assist you with this restore request. We will be contacting the Homeowner through the Email address on record so we can get written consent to reinstate this contract. Once the confirmation is received we will proceed with the reinstatement Thank you! (Agent’s Name) |
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If IT IS coming from the same Email address on record; verify if the job still within the 14 business days for restoring or not
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If it still within the 14 business days: Update the ticket status to “Waiting for Deal Processing”
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This will create a duplicate ticket in the DP queue and Deal Processing will process the request. |
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If the 14 business days passed: reply to the customer and then; Close the Ticket
| Hello (Homeowner’s Name) Thank you for contacting EverBright. Unfortunately we are not able to restore the agreement. Please reach out to your Installer so they can assist you by creating a new contract Thank you! (Agent’s Name) |
From the Sales Representative / Installer:
Action | Reference |
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If It still within the 14 business days: |
Reply to the Sales Rep/Installer by using the following script:
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Hello Thank you for reaching out to EverBright. We’ll be more than glad to assist you with this restore request. We will be contacting the Homeowner through the Email address on record so we can get written consent to reinstate this contract. Once the confirmation is received we will proceed with the reinstatement Thank you! (Agent’s Name) |
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Create a Linked ticket
| Title it “Restoration - (HO’s Name) - Org Add the Email Address of the Homeowner Add the installer’s Org name Add the Homeowner’s address Add the Job link
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Reply to the HO by saying:
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Hello (Homeowner’s Name) (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! |
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| (Click Here) |
If we areOUT of the 14 business days: |
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Hello Thank you for reaching out to EverBright. Unfortunately the grace time period to reinstate this agreement has passed. We are not able to reinstate the cancelled job. A new contract will have to be sign. We apologize for any inconvenience. Thank you! (Agent’s Name) |
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