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We CANNOT update or change the Email address on record under any circumstance.
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Background:
After credit is run and before Before the contract is signed, support has the ability to update the homeowner’s legal contact information in the platform.
This may be needed if the homeowner’s Homeowner’s information does not match what is currently on the title, which would result in the a rejection by Deal Processing.
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DocuSign signature must match legal contact names.
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Process:
What to do if support receives a request to update the legal information of the customer
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Step | Action | Reference | |||
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1 | Any of the Following can be updated:
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2 | Navigate to the “Contract” Phase: | IF The contract has NOT been signed by any parties; support can void the Contract and update the legal contact information The status will either be “Not Started” or “Sent” |
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IF the contract Has already been Signed (By Anyone); The Sales Rep/Installer will need to use the NCCO Feature |
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NCCO Feature:After a contract has been signed, a No Cost Change Order (NCCO) can be used by the Sales Rep/Installer to update a customer’s contact information (name, address), ACH payment preference, sales rep or contractor’s name without the need to cancel the contract.
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Support Process:
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Any of the following information can be updated (Legal Name and Address must match title):
Legal Name
Address / Unit number
Phone number
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Navigate to the Contract phase:
If the contract has not been signed by any parties, support can void the contract: and update the legal contact information. The status will either be ‘Not Started’ or ‘Sent’. Example:
If the contract has already been signed (by anyone), the installer will need to use the NCCO feature. Example:
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To update legal information, navigate to the Qualification phase:To update the name, phone number or email address, click on Name & Address (1), then click on Edit (2) in the credit phase (3) and edit the information so that it matches exactly to the legal information in the title (4)
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How to update the Legal Contact Information:
Step | Action | Reference | ||||
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1 | Navigate to the “Qualification” Phase |
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2 | Click on “Review Name & Address Information” and then Click over the “Name & Address” Tab
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3 | Once you clicked on “Name & Address” you can click on the “Edit” Button and Edit the information so that it matches exactly |
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the |
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Legal Information in the |
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Title Support can |
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ONLY update the information in the CREDIT section. DO NOT update any information in the TITLE section |
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4 | Once the | |
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Credit Legal Information has been updated, |
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The contract can be resent for |
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Signatures |