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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:

Step

Action

1

When the E-Mail is received in CXone you must Check if the Cancellation request is coming from:

  • Notice of Cancellation

  • Telegram

Notice of Cancellation

image-20240909-180323.png

Telegram

image-20240909-180656.png

2

For a Notice of Cancellation:

  • Open the attachment and take note of the Contract ID Number

Info

It Can be found at the top right corner of the agreement.

image-20240604-201919.png

For a Telegram:

image-20240604-201919.png

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. If the request came through a Telegram follow the Telegram Procedure

(Click Here)

  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
Info

If the request came through a Telegram follow the Telegram Procedure

  • 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. If the request came through a Telegram follow the Telegram Procedure:

(Click Here)

  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
Info

If the request came through a Telegram follow the Telegram Procedure

Direct Pay

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. If the request came through a Telegram follow the Telegram Procedure:

(Click Here)

  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. If the request came through a Telegram follow the Telegram Procedure:

(Click Here)

  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
Info

If the request came through a Telegram follow the Telegram Procedure

Notifying the Installer, Sales Rep and Homeowner by elevating to Email - Procedure:

...

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

  • When 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.png

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

4

  • 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

Telegram Procedure

Note

If the Job Cannot be cancelled DO NOT Sign the Telegram File.

  • Just reply the Email (without copying the contract Signers)

  • And use the Quick Reply named as “Cancel-Unable Telegr”

If the Job is applicable for Cancellation; continue with the following process:

Step

Action

1

Once you confirm the Cancellation request is coming from a Telegram

  • Agent will Download the Attached Document

image-20240909-180656.png

2

  • Go to your PC and open “Documents”

  • Locate the downloaded document and open the file (It should open automatically with Adobe Acrobat Reader as a PDF)

image-20240910-123013.png

Panel
panelIconIdatlassian-note
panelIcon:note:
bgColor#FFFAE6

Do NOT open the file from the Browser

image-20240909-194441.png

3

  • Once in PDF; Click on “Fill & Sign”

image-20240909-204447.png

4

  • Click on “Add Signature”

image-20240909-205822.png

5

  • Type “Kristi Traugh” as the name on the new signature

Note

DO NOT add your Name

  • Then click on “Apply”

image-20240910-124056.png

6

  • Then; Add the signature created into the “Signature of Receiving Attendant” Field and click to paste it

image-20240910-124234.png

7

  • Once the signature has been added; Hover your mouse on each of the following Fields an click to add the signature box in the corresponding area

image-20240910-124611.png

8

  • Type the following information:

  • Print Name of Receiving Party Attendant: Kristi Traugh

  • Position or Relationship of Receiving Attendant: Senior Mgr Special Projects

  • Date: Type the Current Date

  • Additional Comments: The contract has been cancelled on (Add the date of cancellation)

  • Save the file

image-20240910-125125.png

9

  • Reply to the email making sure that the Telegram’s Email Address and the correct Recipients are in there:

Recipients (Contract Signers):

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.png

10

  • Complete disposition Notes

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