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Background: A Homeowner or Installer requests to restore or reinstate a workflow that has been canceled.

IMPORTANT: Deal Processing CANNOT restore the worklow if:

  • If the project has been cancelled more than 14 business days ago (This includes duplicate projects). A new contract will have to be signed. Do not send a request to DP to restore the workflow after 14 days.

  • If the Job reached the milestone Deadline (Milestone Aged). they must re-run credit > Create a new quote and contract and complete all milestone tasks (Refer to the following article)

...

Where is the Restore request coming from?

...

AGREEMENT RESTORE PROCESS (PHONE & CHAT Support)

IS THE REQUEST COMING FROM:

From the Homeowner:

We Have received a written confirmation from the HO to reinstate the agreement

IF

Then

Reference

  • Job is Outside of the 14 business days

  • A new contract will have to be signed

Deal Processing will NOT restore workflows more than 14 business days since cancellation.

  • Red Banner will only show that it was canceled

image-20240604-141825.png

Phone:

“Unfortunately, the grace period to reinstate this agreement has passed. We are not able to reinstate the cancelled job.

A new contract will have to be sign. We apologize for any inconvenience.

Thank you!”

Chat:

  • Reply to the Homeowner by using the the Quick Reply named as “Restore-Unable-HO“

  • Job still within 14 business days

Info

  • Request type Primary Reason -

    • Account Management: Customer Information Update

  • Case description

    • Homeowner request to restore workflow.

  • The Red Banner will display the restore workflow timeframe

image-20240604-141139.png

Info

  • Assign to Deal Processing

Info

  • Referral Reason

    • Restoration Request

  • Referral comments:

    • Engine link of the job the Homeowner wishes to restore

We have NOT received a written confirmation from the HO to reinstate the agreement

IF

Then

  • We have not received a written confirmation from the Homeowner to reinstate the agreement

  • Confirm the customer is within the 14-business day limit

  • If within14 business Days

  • If outside14 business days

Phone:

Unfortunately, the grace period to reinstate this agreement has passed. We are not able to reinstate the cancelled job.

A new contract will have to be sign. We apologize for any inconvenience.

Thank you!”

Chat:

  • Reply to the Homeowner by using the the Quick Reply named as “Restore-Unable-HO“

From the Sales Representative / Installer:

We Have received a written confirmation from the HO to reinstate the agreement

IF

Then

Reference

  • Job is Outside of the 14 business days

  • New contract will have to be signed

Deal Processing will NOT restore workflows that are more than 14 business days since cancellation

  • Red Banner will only show that it was canceled

image-20240604-141825.png

Phone:

“Unfortunately, the grace period to reinstate this agreement has passed. We are not able to reinstate the cancelled job.

A new contract will have to be sign. We apologize for any inconvenience.

Thank you!”

Chat:

  • Reply to the Rep by using the the Quick Reply named as “Restore-Unable-Rep“

  • Job still within 14 business days

Info

  • Request type Primary Reason -

    • Account Management: Customer Information Update

  • Case description

    • Homeowner request to restore workflow.

Info

  • Assign to Deal Processing

Info

  • Referral Reason

    • Restoration Request

  • Referral comments:

    • Engine link of the job the Homeowner wishes to restore

  • Red Banner will show the restore workflow timeframe

image-20240604-141139.png

We have NOT received a written confirmation from the HO to reinstate the agreement

IF

Then

  • We have not received a written confirmation from the Homeowner to reinstate the agreement

  • Confirm the customer is within the 14-business day limit

If YES:

  • Explain to the Sales Rep/Installer that the HO will need to send us a written restore request at (Support@myeverbright.com) from the email address on file.

If a rep states that the Homeowner is struggling to send the email, the agent can elevate to email from CXoneto the HO requesting confirmation

  • Use the Quick Reply named as “Restore-HO-Confirmat”

If NOT:

  • Reply to the Rep

Info

PHONE:

“Unfortunately, the grace period to reinstate this agreement has passed. We are not able to reinstate the cancelled job.

A new contract will have to be sign. We apologize for any inconvenience”

Info

CHAT:

Reply to the Rep by using the the Quick Reply named as “Restore-Unable-Rep“

...

AGREEMENT RESTORE PROCESS (Back Office Only)

IS THE REQUEST COMING FROM:

From the Homeowner:

Action

Reference

  1. Confirm the request is coming from the Email address on record.

Info

This can be confirmed by checking in Salesforce

image-20240605-154526.png

  1. If it is NOT coming from the same Email address on record reply to the customer:

  1. Ifthe request IS received from the Email address on record; verify if the job is still within the 14-business day limit

image-20240604-141825.png
image-20240604-141139.png

If within 14 business days:

Info

  • Request type Primary Reason -

    • Account Management: Customer Information Update

  • Case description

    • Homeowner request to restore workflow.

Info

  • Assign to Deal Processing

  • Referral Reason

    • Restoration Request

  • Referral comments:

    • Engine link of the job the Homeowner wishes to restore

  • After agreement is restored by DP; Elevate to Email through CXone by using the HO’s Email Address and use the Quick Reply named as “Restore-HO-Completed”

  • Close the Case

IfOUTSIDE of the 14 business days:

...

Action

Reference

  • Check the job in Engine to determine if the Cancellation status still within 14 business days

image-20240604-141825.png
image-20240604-141139.png

If within 14 business days:

  • Reply to the Sales Rep/Installer

  1. Elevate to Email through CXone by using the Sales Rep/Installer’s Emailand use the Quick Reply named as “Restore-InstallerReq“

  2. Elevate to Email through CXone by using the Homeowner’s Email Address and use the Quick Reply named as “Restore-HO-confirmat”

  3. Once we receive the HO’s confirmation, process the request using the “From the Homeowner” Procedure

IfOUTSIDE of 14 business days:

  • Reply to the Sales Rep/Installer

...