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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

Info

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:

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After validating the current job status follow the steps based on the Product Model:

  1. Regular Products [M1,M2 and M3 Only]

  2. Direct Pay

Regular Products [M1,M2 and M3 Only]

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

Remember: Cancel ONLY if the HO has sent the written statement

image-20230726-141900.png

  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, 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

image-20240530-145747.png

  • System Photos have NOT been uploaded

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

Remember: Cancel ONLY if the HO has sent the written statement

image-20230726-141900.png

  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, Sales Rep and Homeowner by elevating to Email

(Click here to see how)

M3

  • Job is on M3

Note

  • The job CANNOT be canceled

image-20240604-124825.png

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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

Remember: Cancel ONLY if the HO has sent the written statement

image-20240530-150707.pngimage-20230726-141900.png

  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, Sales Rep and Homeowner 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 new case if the request is coming from HO, Sales Rep or Installer

  1. Create a New Case and

  2. Generate a Case Assignment for Deal Processing

  3. Re-assign Case to the Back Office Queue

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

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

Remember: Cancel ONLY if the HO has sent the written statement

image-20240530-151936.pngimage-20230726-141900.png

  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, 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

image-20240604-124825.png

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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-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 Homeowner’s Email Address in the “To” box

  • And add the Sales Rep and Installer’s Email address in the CC FieldWhen sending a cancellation notification email, please follow these guidelines:

    1. Recipients (Contract Signers):

      • To: Address the email to the Homeowner or Homeowners involved.

      • CC: Include the rest of contract signers in the CC field.

If the installer (contractor) is the only signer and the sales rep is not, only CC the installer. On the other hand; if the sales rep is the only signer and the installer is not, only CC the sales rep.

If both (Sales Rep and the Installer) are signers; Then CC both individuals

Info

The following image of the contract phase can help you identify who the contract signers are:

image-20240827-200214.pngImage Added

image-20240605-151418.pngimage-20240802-183818.png

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

image-20240605-150226.png

3

  • Send the Quick reply named as “Cancel-HO Email”

image-20240605-151836.png

image-20240802-215041.png

4

  • Add the following:

    • Homeowner’s Name

    • Agreement Number

    • Today’s Date

    • Restore date displayed in Engine

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

image-20240802-215113.png

image-20240605-151031.png

5

  • Complete Disposition Note

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