Page Comparison

Determine if the job is eligible for cancellation

If YES: Proceed to step 2

If NO:

STOP, this job cannot be cancelled

Verify and authenticate the request is coming from the homeowner

By phone:

• Verify if the call is from homeowner’s phone number on record.

  • Use the 4-digit verification code procedure if the number differs.

By chat:

• Verify the customer’s information matches the information on record

  • Use the 4-digit verification code procedure if the information does not match

By email:

• Direct from homeowner

  • Ensure the request is from the homeowner’s email address on record.

• Mailed notice of cancellation

  • Confirm notice of cancellation

• Telegram

  • Follow this process

Is the homeowner request verified?

If YES:

Proceed to step 3

If NO:

STOP, this job cannot be cancelled without the homeowner’s verified request

Is the job in ‘Cancel Pending’ status?

If YES:

• Click on “Reject All” and then click on “Submit Review”

Expand
title Reference Images

• Proceed to the next step

If NO:

Proceed to the next Step

Cancel the Job in Engine

• Click the cancel workflow button in OPS phase

• Choose a reason for cancellation:

  • Homeowner Request

  • Cancellation

  • Milestone Aged

  • Failed Qualification

  • Product Change

  • Requested

  • Other

Update the homeowner’s record in Salesforce

• Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation

Notify all contract signers

1. Create a new email in CXone, selecting the “Email-Homeowner OB” skill.

2. Address the email to the homeowner and CC all contract signers.

3. Use the Quick Reply “Cancel-HO Email” template.

4. Fill in homeowner’s name, agreement number, today’s date, and the restore date.

5. Send the email and complete disposition notes.

• Notice of Cancellation

  • The customer's contract ID is in the top right corner of the Notice

Notice of Cancellation

• Telegram

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

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

Image Added

• The installer must choose a reason from the dropdown menu for the cancellation

  • Homeowner Request

  • Cancellation

  • Failed Qualification

  • Product Change

  • Requested

  • Other

• The Installer does NOThave the “Cancel Workflow” button available in Engine

• We can process the request from the homeowner on eligible jobs with either:

  • An email from the homeowner’s email address on record

  • OR using the 4-digit verification code

• Return to Process

• Is the job eligible for cancellation?

If YES: Proceed to step 2

If NO:

STOP, this job cannot be cancelled

• Confirm the Cancellation request is coming from a Telegram

• Download the Attached Document

• On your PC, open “Documents”

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

• Once in PDF; Click on “Fill & Sign”

• Click on “Add Signature”

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

• Then click on “Apply”

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

• Once the signature has been added, hover your mouse over each of the following fields and click to add the signature box in the corresponding area

• Type the following information:

• Save the file

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

Recipients (Contract Signers):

• To: Operations@americantelegram.com

• CC: Include the Homeowner’s Email and the rest of contract signers in the CC field

• Return to Process and complete the cancellation

• of the job in Engine