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Only jobs that are eligible for cancellation, can be cancelled by a support agent. No exceptions.

Milestone

Eligible for cancel by support?

Special Actions

Beam/Concert Customers (Any Milestone)

No

• Inform the customer we are unable to cancel

M1

Yes

• Verify and Authenticate

M1A

Yes

• Verify and Authenticate

M1B - Invoice not uploaded

Yes

• Verify and Authenticate

M1B - Invoice uploaded

No

• Inform the customer that we unable to cancel the job, because equipment has been ordered. We will submit the request to our deal processing team for approval.

• Create a New Case

  • Request Type - Account Management - Cancellation

  • Case Description

    • Cancellation request - M1B with invoice uploaded

• Generate a Case Assignment for Deal Processing

  • Referral notes

    • Cancellation request - M1B with invoice uploaded

M2 - system photos NOT uploaded

Yes

• Verify and Authenticate

M2 - system photos uploaded

No

• Inform the customer we are unable to cancel

  • If determined to be an escalation, create a case per SOP

M3

No

Support agents are only authorized to process eligible cancellation requestswith the homeowner’s consent after verification and authentication.

From the Homeowner

• By Phone

  • From the homeowner’s phone number on record:

    • Proceed with the cancellation request.

  • Not from the homeowner’s phone number:

    • Email a 4-digit verification code to the homeowner’s email on record.

      • If the homeowner successfully confirms the code during the call, proceed with the cancellation.

      • If unable to verify the code, the homeowner must submit a written cancellation request to support@myeverbright.com from the email address on record

• 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

    • If unable to verify the code, the homeowner must submit a written cancellation request to support@myeverbright.com from the email address on record

• By Email

  • Homeowner must send an email from the email address on record to support@myeverbright.com.

• By Postal Mail (Paper Cancellations):

  • Homeowner signed and dated copies of a cancellation notice or a Telegram.

    • Copies are scanned and emailed to the internal support email to be processed.

From Installer/Rep

• If the installer has the cancel button available on the workflow, the agent can guide them to cancel.

• We will only accept installers/reps request to cancel on behalf of the homeowner with confirmation from the homeowner via either:

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

  • OR using the 4-digit verification code

Always verify the person making the request with prior to providing information on a customer account

Determine if the job is eligible for cancellation

If YES: Proceed to step 3

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 4

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”

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• 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.

• 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

• 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 cancellation of the job in Engine