Versions Compared

Version Old Version 1 New Version Current
Changes made by

Tiffany Harper (Unlicensed)

Rafael Gonzalez

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Background: Homeowner or installer requests to restore or reinstate a Workflow that has been canceled.

Homeowner Request

If a homeowner requests that a Workflow be restored, be sure that the homeowner submits the request in writing. The request will only be accepted within 3 business days of the initial request to cancel.

The agent should send the request to DP:

  • Create a ticket.

  • Title it ‘Restoration – H/O name - Org’

  • Add the email address of the homeowner.

  • Add the installers org name.

  • Add the homeowner’s address.

  • Add the job link.

  • Update the ticket status to ‘Waiting for Deal Processing.’

Installer Request

If an installer reaches out to restore a workflow that was cancelled at the homeowner's request, the homeowner will need to submit their approval in writing. Requests will only be accepted within 3 business days of the initial request to cancel. After that, the homeowner will need to re-sign. Reply to the homeowner in the original ticket (if available), otherwise create a linked ticket from the installer’s request.

(Installer’s name) has advised EverBright that you have decided to proceed with your solar project. Please reply to this email and confirm your intent to reinstate your EverBright agreement. Thank you!

  • Create a ticket.

  • Title it ‘Restoration – H/O name - Org’

  • Add the email address of the homeowner.

  • Add the installers org name.

  • Add the homeowner’s address.

  • Add the job link.

  • Update the ticket status to ‘Waiting for Deal Processing.’

    • This will create a duplicate ticket in the DP queue and Deal Processing will process the request.

If Deal Processing Canceled the Workflow and it needs to be Restored

The agent should send the request to DP:

...

Create a ticket.

...

Title it ‘Restoration – H/O name - Org’

...

Add the email address of the homeowner.

...

Add the installers org name.

...

Add the homeowner’s address.

...

Add the job link.

...

Background: As part of our Restore process once a project has been cancelled homeowners will have 14 business days of grace to restore it. Support might receive interactions coming from homeowner or Installers requesting to reinstate a workflow that has been canceled.

...

IMPORTANT:

Deal Processing CANNOT restore the worklow 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.

  • 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)

  • The agreement was canceled due to an overdue balance on the homeowner's utility bill,

    • Once the Utility Bill is fully paid a new workflow can be created, and the updated utility bill uploaded to proceed

...

Info

To restore an agreement a written request from the homeowner is required.

Info

To restore an agreement the Homeowner’s request has to come from the same email address on file

Warning

If the job was canceled due to a failed 2nd Welcome Call attempt, it cannot be reinstated.

  • A new contract will be required to proceed.

...

Process

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.pngImage Added

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

  • 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.pngImage Added

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 signed. 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.pngImage Added

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

  • 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.pngImage Added

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.pngImage Added

  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.pngImage Added
image-20240604-141139.pngImage Added

If within 14 business days:

Info

  • 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:

From the Sales Representative / Installer:

Action

Reference

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

image-20240604-141825.pngImage Added
image-20240604-141139.pngImage Added

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

(Go To Top)

Related Articles:

Cancellation Request Process