Background: Our agreement with the homeowner permits them to cancel the deal within certain days of signing the contract.
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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.
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IMPORTANT: Once the Workflow is Fully Cancelled, this triggers an automated notification of cancellation that will be E-mailed to the homeowner and the workflow will NOT be able to be restored |
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Process:
Table of contents:
How to handle a cancellation request coming through a CXone Email:
Event | Action | Reference |
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When the E-Mail is received in CXone you must | Open the attachment and take note of the Contract ID number.
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It Can be found at the top right corner of the agreement. |
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| Look the customer up in Sales Force to validate the Job Status
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After validating the current job status follow the steps based on the Product Model:
Regular Products [M1,M2 and M3 Only]
Direct Pay
Regular Products [M1,M2 and M3 Only]
Milestone | IF | Then | Reference |
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M1 | | |
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| Validate if the Milestone is under “Pending Review” Status
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If it is NOT under “Pending Review” then go to Step 3 |
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If it is under “Pending Review” then click on “Reject All” and then click on “Submit Review”
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Click on the “Cancel Workflow” Button
Remember: Cancel ONLY if the HO has sent the written statement | |
Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation
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Notify the Installer, Sales Rep and Homeowner by elevating to Email
| (Click here to see how) |
M2 | | |
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| Cancel the Workflow by clicking on the “Cancel Workflow” Button
Remember: Cancel ONLY if the HO has sent the written statement | |
Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation
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Notify the Installer, Sales Rep and Homeowner by elevating to Email
| (Click here to see how) |
M3 | | |
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Milestone | IF | Then | Reference |
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M1A | | |
| Cancel The Workflow by clicking the “Cancel Workflow” Button
Remember: Cancel ONLY if the HO has sent the written statement | |
Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation
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Notify the Installer, Sales Rep and Homeowner by elevating to Email
| (Click here to see how) |
M1B | | Info |
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Invoice will need to be paid |
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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 new case if the request is coming from HO, Sales Rep or Installer Create a New Case and Generate a Case Assignment for Deal Processing Re-assign Case to the Back Office Queue
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| Cancel the Workflow by clicking on the “Cancel Workflow” Button
Remember: Cancel ONLY if the HO has sent the written statement |
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Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation
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Notify the Installer, Sales Rep and Homeowner by elevating to Email
| (Click here to see how) |
M2 or M3 | | |
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Step | Action | Reference |
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4 | Add the following: and “Insert” “Send”
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