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Background: Support agents may receive requests from homeowners or installers to cancel an existing agreement or job

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Homeowners are eligible to cancel at any time during M1. However, cancellations beyond M1 (once approved) can only be made within 10 business days from the contract signing, and must be completed by midnight on the 10th business day.

Note

After M1 Approval:

If a cancellation request is made after M1 approval, the homeowner must do so within 10 business days from the signing of the contract, and the request must be submitted by midnight on the 10th business day.

Example:

  • If the contract was signed on Friday, 1st, the 10th business day would be Monday, 15th, assuming no holidays affect the business days.

  • The homeowner must submit their cancellation request by midnight on Monday 15th to be eligible

  • Any cancellation request made after the 10 business day period, beyond midnight on the 15th business day, will NOT be accepted.

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To calculate 10 business days, start from a given date and count only the weekdays, excluding weekends and any public holidays. For example:

  • If you begin on a Monday, 10 business days would end on the Friday of the following week, which is 14 calendar days later.

  • If a public holiday, such as Independence Day or Christmas Day, falls within this period, do not count it as a business day. In this case, the 10th business day would extend to the next weekday, which would be Monday.

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Milestone

Eligible fo 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

No

(Unless no more than 10 business days have passed since the signing of the contract)

Example

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If the contract was signed on Friday, 1st, the 10th business day would be Monday, 15th, assuming no holidays affect the business days.

  • (If a public holiday, such as Independence Day or Christmas Day, falls within this period, do not count it as a business day)

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The homeowner must submit their cancellation request by midnight on Monday 15th to be eligible

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Any cancellation request made after the 10 business day period, beyond midnight on the 10th business day, will NOT be accepted.

M2

M3

Note

Only jobs that are eligible for cancellation can be cancelled by a support agent (No Exceptions)

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Support agents are only authorized to process eligible cancellation requests with the homeowner’s consent After Verification and Authentication

From the Homeowner:

Expand
titleCLICK HERE

Incoming Channel

Action

By Phone

  • From the Homeowner's phone number on record:

  • NOT From the Homeowner’s phone number:

    • Email a 4 digit verification code to the Homeowner’s Email on record

      • If the code is confirmed, proceed with the request.

      • If not; require a written cancellation request from the Email address on record

By Chat

By Email

By Postal Mail (Paper Cancellation)

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

From Installer/Rep:

Expand
titleCLICK HERE

IF

Then

If the Installer has the Cancel Button Available on the Workflow:

  • Guide them to cancel by clicking the “Cancel Workflow” Button

If the Installer does not have the Cancel Button:

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

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Step

Action

1

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

2

IF YES:

IF NOT:

  • Stop (The job cannot be cancelled)

3

  • Verify and authenticate the request is coming from the Homeowner

Installer/Rep requests on behalf of the homeowner will only be processed after we receive the homeowner’s validated request.

IF YES:

IF NOT:

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

4

  • Isthe job in “Cancel Pending” Status?

IF YES:

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

  • Then; go to step 5

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IF NOT:

Go to Step 5

5

  • Cancel the job in Engine

  • Click the cancel workflow button in OPS phase

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  • Choose a reason for cancellation:

    • Homeowner Request

    • Cancellation

    • Milestone Aged

    • Failed Qualification

    • Product Change

    • Requested

    • Other

6

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

7

Notify all contract signers, Installer & Homeowner

  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 (Including the Installer).

  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.

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Step

Action

1

If YES:

If NO:

  • STOP, this job cannot be cancelled

2

  • Confirm the Cancellation request is coming from a Telegram

  • Download the Attached Document

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3

  • On your PC, open “Documents”

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

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Do NOT open the file from the Browser

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4

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

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5

  • Click on “Add Signature”

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6

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

Note

DO NOT add your Name

  • Then click on “Apply”

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7

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

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8

  • 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

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9

  • 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

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10

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

Recipients (Contract Signers):

11

  • Return to Process and complete cancellation of the job in Engine

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Guiding the installer to the cancel workflow button

Step

IF

Then

1

  • 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

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

    • Homeowner Request

    • Cancellation

    • Failed Qualification

    • Product Change

    • Requested

    • Other

2

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

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

Return to Process

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