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Rafael Gonzalez

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Note

We CANNOT update or change the Email address on record under any circumstance.

If the email address is incorrect or a cosigner is added, the workflow will need to be canceled and contract regenerated

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  1. voiding the contract

  2. updating the correct email on the Qualification Phase

  3. sending the correct contract with the updated information.

Background:

Effective Immediately: A new Development feature has been launched blocking external users from editing the legal contact information in the Qualification Phase

  • This means that Sales Representatives and Installers will NO longer be able to update any legal information from their end

Background: AFTER credit is run and BEFORE the contract is signed, support has the ability to update the homeowner’s legal contact information in the platform.

This may be needed if the Homeowner’s information does not match what is currently on the title, which would result in a rejection by Deal Processing.

Info

All signers of the agreement must exactly match their respective credit and title legal contacts.

Info

DocuSign signature must match legal contact names.

  • NOTE:

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  • Each signer must select and use their own DocuSign signature, or the document will be rejected.

Support Agents can ONLY update the information in the CREDIT section. DO NOT update any information in the TITLE section

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Table Of Content:

  • What to do if support receives a request to update the

...

Step

...

Action

...

Reference

...

  • customer’s legal information

  • How to update the Legal Contact Information

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Process:

Note

IMPORTANT NOTE: If the contract has been signed and the email address needs to be changed or a cosigner needs to be added:

  • The workflow in Engine will need to be canceled and contract regenerated

Info

If the contract has NOT been signed:

  • The sales Representatives/Installers or any other External EverBright User will NOT be able to update the Email Address from their end. (Please reference the process below)

What to do if support receives a request to update the customer’s legal Information?

Step

Action

1

If the request is coming from the Homeowner

Go to step 4

2

If the request is coming from the Sales Rep/Installer

Go to Step 3

3

REQUEST COMING FROM THE SALES REP/INSTALLER

  • Validate if the contact information required by the Sales Rep/Installer can be modified

Any of the Following

can IF The

CAN be updated:

  • Legal Name

  • Address / Unit Number

  • Phone Number

Info

Legal Name and Address MUST match the Legal Title Information

2

Navigate to the “Contract” Phase:

  • IF the contract has NOT been

signed

  • Signed by any parties

; support can void the Contract and update the legal contact information

The status will either be “Not Started” or “Sent”

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  • Please inform the Sales Rep/Installer that the homeowner must contact us using the phone number we have on record for proper authentication and to update the necessary information

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If the Rep states that Homeowner cannot contact us then we wont be able to modify the information; then the Rep will have to cancel the workflow and regenerate a new contract with the correct information

  • IF the contract Has already been Signed (By Anyone)

;

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NCCO Feature:

AFTER a contract has been signed, a No Cost Change Order (NCCO) can be used to update a customer’s contact information Without the need to cancel the contract :

NoteSupport Agents are able to update contact information on behalf of a Rep while they are performing a NCCO,

  • Once the NCCO Feature has been generated inform the Sales Rep/Installer that the homeowner must contact us by using the phone number we have on record for proper authentication and to update the necessary information

Note

Reminder: we will ONLY be able to update this information IF the Data is required to match the customer’s TITLE information.

4

REQUEST COMING FROM HOMEOWNER

  • We will only accept requests coming from the Homeowner if they are contacting us through phone with the same phone number on record

  • Validate if the contact information required can be modified

Any of the Following CAN be updated:

  • Legal Name

  • Address / Unit Number

  • Phone Number

Info

Legal Name and Address MUST match the Legal Title Information

  • If it is applicable for an update then

  • Confirm if the contract has been or not signed

  • IF the contract has NOT been Signed by any parties

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  • Support can Void the Contract and update the legal contact information

If the email or phone number needs to be updated please confirm first within sales force that the new data is not related with another existing account

  • If it is related with a different and existing account stop and redirect the HO with the Installer

  • IF the contract Has already been Signed (By Anyone)

  • Validate if a NCCO has been generated by the Sales Rep/Installer Already

  • If there is an NCCO then Support Agents Can update the contact information by following the NCCO Process (ONLY if the Data is required to match the customer’s TITLE information.

The information MUST match the Title. (This is the ONLY exception).

Note

REMEMBER:

If the contract has been signed and the Email address needs to be changed or a cosigner needs to be added:

  • The workflow in Engine will need to be canceled and contract regenerated

  • NCCO will not be applicable to update the Email Address

Info

Please refer to the following Document for extended details on NCCO: (Click Here)

Once the update has been made they DONT need to re-run credit (Unless there is a valid requirement to re-run it based on current Credit Qualification Processes. (For example: Credit Expired) )

How to update the Legal Contact Information:

Remember: Support can ONLY update the information in the CREDIT section. DO NOT update any information in the TITLE section

Step

Action

Reference

1

Navigate to the “Qualification” Phase

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2

Click on “Review Name & Address Information” and then Click over the “Name & Address” Tab

Remember: Email Address Cannot be Updated: If the Email needs to be updated the installer will need to cancel the workflow (If applicable) and create a new contract by using the correct Email address information
Info

Here under “Legal Names” you will be able to update the Name, Phone Number Email Address and under “Legal Address” you will be able to update the Main Address/Unit”

Note

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3

Once you clicked on “Name & Address” you can click on the “Edit” Button and Edit the information so that it matches exactly the Legal Information in the Title

Support can ONLY update the information in the CREDIT section. DO NOT update any information in the TITLE section

4

Once the Credit Legal Information has been updated, The contract can be resent by the Sales Rep/Installer for Signatures