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(Main Page)

Background: Our agreement with the homeowner permits them to cancel the deal within certain days of signing the contract.

...

When the “Cancel Workflow” Button is clicked, the workflow will go into a “Cancel Pending” Status for 14 Business Days. During this timeframe, the workflow can be restored to its active state.

  • After 14 Business Days, the workflow will transition into a fully canceled status

Info

IMPORTANT: Once the Workflow is Fully Cancelled, this triggers an automated notification of cancellation that will be emailed to the homeowner and the workflow will NOT be able to be restored

...

Remember: If the HO is calling from the same number on record, we DON'Tneed a written statement

  • If the HO is requesting cancellation through Chat we need to confirm that the 3 forms of authentication Matches the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can ONLY if the HO has sent the written statement

Regular Products [M1,M2 and M3 Only]

Cancel image-20230726-141900.pngImage RemovedImage Removedimage-20230726-141900.pngImage Removed

Milestone

IF

Then

Reference

M1

  • M1 has been approved

  • Go to M2 Step

image-20240530-144808.png

  • M1 has NOT been approved

  1. Validate if the Milestone is under “Pending Review” Status

Info

If it is NOT under “Pending Review” then go to Step 3

image-20240530-145352.png

  1. If it is under “Pending Review” then click on “Reject All” and then click on “Submit Review”

image-20231010-203353.png

  1. Click on the “Cancel Workflow” Button

image-20230726-141900.pngImage Added

Remember:

  • If the HO is calling from the same number on record, we DON'T need a written statement.

  • If the HO is requesting cancellation through Chat, we need to confirm that the 3 forms of authentication match the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can ONLY if the HO has sent the written statement

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with your Initials and the reason of cancellation

image-20240603-144912.png

  1. Notify the Installer by elevating to Email

(Click here to see how)

M2

  • System Photos have been uploaded

Note

The job CANNOT be canceled

If there is a VALID suspected error on the part of EverBright or the Installer about the contract, gather as much information as possible from the customer’s job:

  • Check JIRA to confirm if there is an existing email received by the HOHomeowner.

Info

If YES; then

add

Expand
titleREFERENCE IMAGE
image-20240621-173444.pngImage Added
Info

If

NO; then you must attempt to warm transfer the customer to a Resolution Specialist

NOT;

  • System Photos have NOT been uploaded

  1. Cancel the Workflow by clicking on the “Cancel Workflow” Button

Remember: Cancel

Image Addedimage-20230726-141900.pngImage Added

Remember:

  • If the HO is calling from the same number on record we DONT need a written statement .

  • If the HO is requesting cancellation through Chat, we need to confirm that the 3 forms of authentication Match the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can ONLY if the HO has sent the written statement

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation

image-20240603-144912.png

  1. Notify the Installer by elevating to Email

(Click here to see how)

M3

  • Job is on M3

Note

The job CANNOT be canceled

If there is a VALID suspected error on the part of EverBright or the Installer about the contract, gather as much information as possible from the customer’s job:

  • Check JIRA to confirm if there is an existing email received by the HOHomeowner.

Info

If YES; then

add

Expand
titleREFERENCE IMAGE
image-20240621-173444.pngImage Added
Info

If

NO; then you must attempt to warm transfer the customer to a Resolution Specialist

Direct Pay

NOT;

Direct Pay

Remember: If the HO is calling from the same number on record we DON,T need a written statement

  • If the HO is requesting cancellation through Chat we need to confirm that the 3 forms of authentication Matches the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code (Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can ONLY if the HO has sent the written statement

: Cancel image-20240530-150707.pngImage Removedimage-20230726-141900.pngImage RemovedIF DP approves the cancellation request; the job will be cancelled in M2

  1. Create a New Case

    1. Request Type - Account Management - Cancellation

    2. Case Description

      1. Detailed information regarding the cancel request

  2. Generate a Case Assignment for Deal Processing

  3. Re-assign Case to the Back Office Queue

: Cancel image-20240530-151936.pngImage Removedimage-20230726-141900.pngImage Removed

Milestone

IF

Then

Reference

M1A

  • M1A has been Approved

  • Go to the M1B Step

  • M1A has NOT been approved

  1. Cancel The Workflow by clicking the “Cancel Workflow” Button

image-20240530-150707.pngImage Addedimage-20230726-141900.pngImage Added

Remember

:

  • If the HO is calling from the same number on record, we DONT need a written statement.

  • If the HO is requesting cancellation through Chat we need to confirm that the 3 forms of authentication Matches the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can ONLY if the HO has sent the written statement

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with your Initials and the reason of cancellation

image-20240603-144912.png

  1. Notify the Installer by elevating to Email

(Click here to see how)

M1B

  • Invoice has been uploaded or Equipment has been ordered

Info

Invoice will need to be paid

Info

IF DP approves the cancellation request; the job will be cancelled in M2

We will need to notify Deal Processing about the Cancellation Request (The Back Office Support team will be handling this communication with DP so Make sure to specify in the elevated email new case if the request is coming from HO, Sales Rep or Installer

Info

Invoice will need to be paid

Info

  • Invoice has NOT been uploaded or Equipment has NOT been ordered

  1. Cancel the Workflow by clicking on the “Cancel Workflow” Button

image-20240530-151936.pngImage Addedimage-20230726-141900.pngImage Added

Remember

:

  • If the HO is calling from the same number on record we DONT need a written statement .

  • If the HO is requesting cancellation through Chat we need to confirm that the 3 forms of authentication Matches the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can ONLY if the HO has sent the written statement

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation

image-20240603-144912.png

  1. Notify the Installer by elevating to Email

(Click here to see how)

M2 or M3

  • Job is on Direct Pay M2 or M3

Note
Job

The job CANNOT be

Canceled

canceled

If there is a VALID suspected error on the part of EverBright or the Installer about the contract, gather as much information as possible from the customer’s job:

  • Check JIRA to confirm if there is an existing email received by the HOHomeowner.

Info

If YES; then

add

  • access the existing ticket and leave an internal note tagging

a Lead Resolution

Expand
titleREFERENCE IMAGE
image-20240621-173444.pngImage Added

Info

If

NO; then you must attempt to warm transfer the customer to a Resolution Specialist

NOT;

From the Sales Representative:

  1. cancel

in Engine

  1. from their end

.

IF

Then

  • We have received the Homeowner’s written cancellation request

We have NOT received the Homeowner’s written cancellation request

Info

Sales Reps no longer has the option to cancel in Engine from their end.

  • We have 2 options at this point:

  1. Written Notice of cancellation from the Homeowner

Note

Do NOT mention to the sales rep that we allow cancellations through phone calls

Sales Reps no longer has the option to

  1. Sales Representative can be redirected to their Installer Organization so IF they have the “Cancel Workflow” Button available they can cancel from their end

Info

From the Installer:

...

IF

Then

Reference

  • The Installer HAS the “Cancel Workflow” Button available in the Engine Platform from the Operations Phase

  1. Guide the Installer to cancel the workflow by clicking the “Cancel Workflow” button

image-20230726-141900.png

  1. The installer must choose a reason from the dropdown menu for the cancellation

  • Homeowner Request

  • Cancellation

  • Milestone Aged

  • Failed Qualification

  • Product Change

  • Requested

  • Other

  • The Installer does NOThave the “Cancel Workflow” button available in Engine

  • Explain to the Installer that a written cancellation request is required from the Homeowner .

Note

Do NOT mention to the Installer that we allow cancellations through phone calls

Info

If we have received already a written cancellation request from the Homeowner. Please follow the “From the Homeowner” Procedure (Click Here)

Notifying the Installer - Procedure:

Info

Every time that a contract is canceled we will need to notify the Installer about the cancellation

Step

Action

Reference

1

  • Create a New Email from CXone by clicking on the “New” button and Then select on “Email”

image-20240605-145249.png

2

  • Select the “Email-Homeowner OB” Skill from the drop down menu and Then click on “Create”

image-20240605-145035.png

3

  • Enter the Installer’s Email address in the “To” box

image-20240605-151418.png

4

  • The subject must be “Notice of Cancellation-(Customer’s name)”

image-20240605-150226.png

3

  • Send the Quick reply named as “Paper CancellationCancel-Install Email”

image-20240605-151836.png

image-20240605-151711.pngImage Removed

image-20240621-160558.pngImage Added

4

  • Add the Homeowner’s Name and Agent’s Name in the Required Field and Click “Insert”. Then click on “Send”

image-20240315-221940.png

image-20240605-151031.png

5

  • Complete Disposition Note

4 Digit Code Procedure

Step

Action

Reference

1

Send the homeowner an email from the HO Outbound

  • Use the email address from the contract phase in Engine

  • Use the 4 Digit Code Quick reply in CXone

image-20240605-145249.pngImage Added

2

Enter any random four-digit number into the quick reply

Be sure to take note of the number you send to the homeowner. They will need to read it back to you to verify.

3

Confirm with the customer that they receive the email and ask them to read back the 4 digit code.

4

If the customer is able to confirm the code, proceed with cancelling the job.

5

If the customer does not receive the email, or is unable to confirm the code, they will need to submit their request by emailing support@myeverbright.com from the email address on file.

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