Background: A Homeowner or Installer requests to restore or reinstate a workflow that has been canceled.
| Note |
|---|
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. |
To restore an agreement a written request from the homeowner from the email address on file is required.
Process:
Where is the Restore request coming from?
...
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
...
The job was cancelled more than 14 business days ago
...
A new contract will have to be signed
Deal Processing will NOT restore workflows more than 14 business days since cancellation.
...
Red Banner will only show that it was canceled
...
...
Job still within 14 business days
...
The Red Banner will display the restore workflow timeframe
...
Locate the customer record in Salesforce and create a case at the contact record level.
...
Request type -
Account Management: Restore Contract
Case description
Homeowner request to restore workflow.
...
Open the newly created case and create a case assignment
...
Assign to Deal Processing
Referral Reason
Restoration Request
Referral comments:
Engine link of the job the Homeowner wishes to restore
...
Assign the case to the back-office queue
We have NOT received a written confirmation from the HO to reinstate the agreement
...
IF
...
Then
...
We have not received a written confirmation from the Homeowner to reinstate the agreement
...
Confirm the customer is within the 14-business day limit
...
If within 14 business Days
...
Ask the customer to submit the request via email at (support@myeverbright.com) from the email address on record
...
If outside 14 business days
...
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
From the Sales Representative / Installer:
We Have received a written confirmation from the HO to reinstate the agreement
...
IF
...
Then
...
Reference
...
Job has been cancelled more than 14 business days ago
New contract will have to be signed
Deal Processing will NOT restore workflows that are more than 14 business days since cancellation
...
Red Banner will only show that it was canceled
...
Job still within the 14 business days of grace time
...
Background: A Homeowner or Installer requests to restore or reinstate a workflow that has been canceled.
| Note |
|---|
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. |
To restore an agreement a written request from the homeowner is required.
NOTE: the request has to come from the same email address on file
Process:
Where is the Restore request coming from?
...
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 | ||
|---|---|---|---|---|
|
Deal Processing will NOT restore workflows more than 14 business days since cancellation. |
 | ||
Phone: | ||||
“Unfortunately, the grace 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!” | ||||
Chat: | ||||
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|
|
 | ||
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We have NOT received a written confirmation from the HO to reinstate the agreement
IF | Then |
|---|---|
|
|
|
|
| Phone: |
Unfortunately, the grace 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!” | |
Chat: | |
|
From the Sales Representative / Installer:
We Have received a written confirmation from the HO to reinstate the agreement
IF | Then | Reference | ||||||
|---|---|---|---|---|---|---|---|---|
|
Deal Processing will NOT restore workflows that are more than 14 business days since cancellation |
| ||||||
Phone: | ||||||||
“Unfortunately, the grace 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!” | ||||||||
Chat: | ||||||||
| ||||||||
|
|
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Proceed to submit a restore contract request
We have NOT received a written confirmation from the HO to reinstate the agreement
IF | Then |
|---|---|
|
|
If YES: | |
If a rep states that the Homeowner is struggling to send the email, the agent can elevate to email from CXoneto the HO requesting confirmation
|
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!
| ||||
If NOT: | ||||
|
...
AGREEMENT RESTORE PROCESS (Back Office Only)
IS THE REQUEST COMING FROM:
From the Homeowner:
Action | Reference | ||
|---|---|---|---|
|
| ||
|
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)
| |||||
| | ||||
If within 14 business days: |
Job still within 14 business days
|
Request type -
Account Management: Restore Contract
Case description
Homeowner request to restore workflow.
Open the newly created case and create a case assignment
Assign to Deal Processing
Referral Reason
Restoration Request
Referral comments:
Engine link of the job the Homeowner wishes to restoreAction
Reference
Check the job in Engine to determine if the Cancellation status still within 14 business days
If within 14 business days:
Reply to the Sales Rep/Installer
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)
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
Reply to the HO
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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| ||
| |||
Once Deal Processing restores the Agreement the case will be re-assign to the Back Office Team | |||
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IfOUTSIDE of the 14 business days: | |||
| |||
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:
|
From the Sales Representative / Installer:
Action | Reference | ||||
|---|---|---|---|---|---|
| | ||||
If within 14 business days: | |||||
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IfOUTSIDE of 14 business days: | |||||
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| Info |
|---|
Hello Thank you for reaching out to EverBright. Unfortunately, the grace 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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