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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.

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

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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

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Milestone

IF

Then

Reference

M1

M1 has been approved

Go to M2 Step

M1 has NOT been approved

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

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

Click on the “Cancel Workflow” Button

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:

Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)
If unable to verify 4 digit code then we can 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 your Initials and the reason of cancellation

Notify the Installer, Sales Rep and Homeowner 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 in SalesForce with the HO’s Name if there is an existing case being worked by a Resolution Lead related with this concern:

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If YES; then

Access the existing case and leave an internal note tagging the Assigned Resolution Lead within the Feed Field:

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title	REFERENCE IMAGE

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If NOT;

Create a New Case
- Request Type - select the most appropriate
- Case Description
  - Detailed information about the case, including any supporting documents
Generate a Case Assignment for Customer Support Resolution Specialist
- Referral Reason
  - Other
- Referral Comments - Post Install Cancellation Request
Assign Case to the Back Office Queue

System Photos have NOT been uploaded

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

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:

Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)
If unable to verify 4 digit code then we can 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

Notify the Installer, Sales Rep and Homeowner 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 in SalesForce with the HO’s Name if there is an existing Email received by the Homeowner.

Info

If YES; then

Access the existing case and leave an internal note tagging the Assigned Resolution Lead within the Feed Field:

Expand

title	REFERENCE IMAGE

Info

If NOT;

Create a New Case
- Request Type - select the most appropriate
- Case Description
  - Detailed information about the case, including any supporting documents
Generate a Case Assignment for Customer Support Resolution Specialist
- Referral Reason
  - Other
- Referral Comments - Post M2 Cancellation Request
Re-Assign Case to the Back Office Queue

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Milestone

IF

Then

Reference

M1A

M1A has been Approved

Go to the M1B Step

M1A has NOT been approved

Cancel The Workflow by clicking the “Cancel Workflow” Button

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:

Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)
If unable to verify 4 digit code then we can 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 your Initials and the reason of cancellation

Notify the Installer, Sales Rep and Homeowner by elevating to Email

(Click here to see how)

M1B

Invoice has been uploaded or Equipment has been ordered

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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
1. Request Type - Account Management - Cancellation
2. Case Description
  1. Detailed information regarding the cancel request
Generate a Case Assignment for Deal Processing
Re-assign Case to the Back Office Queue

Invoice has NOT been uploaded or Equipment has NOT been ordered

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

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:

Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)
If unable to verify 4 digit code then we can 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

Notify the Installer, Sales Rep and Homeowner by elevating to Email

(Click here to see how)

M2 or M3

Job is on Direct Pay M2 or 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 in SalesForce with the HO’s Name if there is an existing Email received by the Homeowner.

Info

If YES; then

Access the existing case and leave an internal note tagging the Assigned Resolution Lead within the Feed Field:

Expand

title	REFERENCE IMAGE

Info

If NOT;

Create a New Case and
Generate a Case Assignment for Customer Support Resolution Specialist
- Referral Reason
  - Other
- Referral Comments - Post Install Cancellation Request
Assign Case to the Back Office Queue and tag a Lead Resolution within the Feed Field

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IF

Then

We have received the Homeowner’s written cancellation request

Follow the “From the Homeowner” Procedure (Click Here)

We have NOT received the Homeowner’s written cancellation request

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

We have 2 options at this point:

Written Notice of cancellation from the Homeowner

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

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

From the Installer:

Does the Installer have the “Cancel Workflow” Button?

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IF

Then

Reference

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

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

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

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If the Installer is contacting us on behalf of the HO stating that the Homeowner have sent an email requesting cancellation; advice them to wait between 24-48 hours for a resolution

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Step	Action	Reference
1	Create a New Email from CXone by clicking on the “New” button and Then select on “Email”	Image RemovedImage Added
2	Select the “Email-Homeowner OB” Skill from the drop down menu and Then click on “Create”	Image RemovedImage Added
3	Enter the Sales Rep and Installer’s Email address in the “To” box And add the Homeowner’s Email Address in the CC Field	Image RemovedImage RemovedImage AddedImage Added
4	The subject must be “Notice of Cancellation-(Customer’s name)”	Image RemovedImage Added
3	Send the Quick reply named as “Cancel-Install Email”	Image Removed Image RemovedImage Added Image Added
4	Add the Homeowner’s Name and Agent’s Name in the Required Field and Click “Insert”. Then click on “Send”	Image ModifiedImage RemovedImage Added
5	Complete Disposition Note