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(Main Page)
Background: Our agreement with the homeowner permits them to cancel the deal within certain days of signing the contract.
We’ll accept a cancellation after the cancellation period noted in their agreement (the number of days varies by state); however, we must confirm that nothing has been installed within the Homeowner’s roof.
When the “Cancel Workflow” Button is clicked, the workflow will go into a “Cancel Pending” Status for 14 Business Days. During this timeframe, the workflow can be restored to its active state.
After 14 Business Days, the workflow will transition into a fully canceled status
| Info |
|---|
| Note |
Please take note that if Homeowner is contacting us requesting for an update on a cancellation email they have sent but you are not able to locate that email; as soon as they are calling from the same phone number on record you will be able to proceed with the cancellation by following the (From the Homeowner Procedure)
|
We’ll accept a cancellation after the cancellation period noted in their agreement (the number of days varies by state); however, we must confirm that nothing has been installed within the Homeowner’s roof.
When the “Cancel Workflow” Button is clicked, the workflow will go into a “Cancel Pending” Status for 14 Business Days. During this timeframe, the workflow can be restored to its active state.
After 14 Business Days, the workflow will transition into a fully canceled status
| Info |
|---|
IMPORTANT: Once the Workflow is Fully Cancelled, this triggers an automated notification of cancellation that will be emailed to the homeowner and the workflow will NOT be able to be restored |
...
IS THE REQUEST COMING FROM:
...
4 DIGIT CODE PROCEDURE:
From Homeowner:
Regular Products [M1,M2 and M3 Only]
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Milestone
...
IF
...
Then
...
Reference
M1
M1 has been approved
...
Go to M2 Step
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M1 has NOT been approved
Validate if the Milestone is under “Pending Review” Status
| Info |
|---|
If it is NOT under “Pending Review” then go to Step 3 |
If it is under “Pending Review” then click on “Reject All” and then click on “Submit Review”
...
Click on the “Cancel Workflow” Button
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| Panel | ||||||
|---|---|---|---|---|---|---|
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All Current BEAM Jobs are installed, Therefore; Job CANNOT be cancelled |
Remember: If the HO is calling from the same number on record, we DON'Tneed a written statement
If the HO is requesting cancellation through Chat we need to confirm that the 3 forms of authentication Matches the Chat Box to proceed without requesting additional Written Statement
IF It is NOT coming from the same Number on record:
Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)
If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement
...
Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with your Initials and the reason of cancellation
...
Notify the Installer by elevating to Email
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M2
System Photos have been uploaded
| Note |
|---|
|
If there is a VALID suspected error on the part of EverBright or the Installer about the contract, gather as much information as possible from the customer’s job:
Check JIRA to confirm if there is an existing email received by the HO.
| Info |
|---|
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| Info |
|---|
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...
System Photos have NOT been uploaded
Cancel the Workflow by clicking on the “Cancel Workflow” Button
...
Regular Products [M1,M2 and M3 Only]
Milestone
IF
Then
Reference
M1A
M1A has been Approved
Go to the M1B Step
M1A has NOT been approved
Cancel The Workflow by clicking the “Cancel Workflow” Button
Remember: Cancel ONLY if the HO has sent the written statement
Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with your Initials and the reason of cancellation
Notify the Installer by elevating to Email
M1B
Invoice has been uploaded or Equipment has been ordered
We will need to notify Deal Processing about the Cancellation Request (The Back Office Support team will be handling this communication with DP so Make sure to specify in the elevated email if the request is coming from HO, Sales Rep or Installer
Elevate to Email through CXone at (Support@Myeverbright.com)
| Info |
|---|
Invoice will need to be paid |
| Info |
|---|
IF DP approves the cancellation request; the job will be cancelled in M2 |
Invoice has NOT been uploaded or Equipment has NOT been ordered
Cancel the Workflow by clicking on the “Cancel Workflow” Button
Remember: Cancel ONLY if the HO has sent the written statement
Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation
Notify the Installer by elevating to Email
Milestone | IF | Then | Reference | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
M1 |
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Remember:
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IF It is NOT coming from the same Number on record:
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M3 | Job is on M3M2 |
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If there is a VALID suspected error on the part of EverBright or the installer regarding the contract, or the Installer about if the homeowner is deceased and no one can take over the contract, gather gather as much information as possible from the customer’s job:
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Direct Pay
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Remember:
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IF It is NOT coming from the same Number on record:
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M3 |
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If there is a VALID suspected error on the part of EverBright or | ||
the installer regarding the contract, or if the homeowner is deceased and no one can take over the contract, |
gather as much information as possible from the customer’s job:
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From the Sales Representative:
...
IF
...
Then
We have received the Homeowner’s written cancellation request
...
Follow the “From the Homeowner” Procedure (Click Here)
...
We have NOT received the Homeowner’s written cancellation request
We have 2 options at this point:
Written Notice of cancellation from the Homeowner
Sales Representative can be redirected to their Installer Organization so IF they have the “Cancel Workflow” Button available they can cancel from their end
| Info |
|---|
Sales Reps no longer has the option to cancel in Engine from their end. |
From the Installer:
Does the Installer have the “Cancel Workflow” Button?
...
IF
...
Then
...
Reference
...
The Installer HAS the “Cancel Workflow” Button available in the Engine Platform from the Operations Phase
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
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Homeowner Request
Cancellation
Milestone Aged
Failed Qualification
Product Change
Requested
Other
...
Explain to the Installer that a written cancellation request is required from the Homeowner.
...
| Info |
|---|
If we have received already a written cancellation request from the Homeowner. Please follow the “From the Homeowner” Procedure (Click Here) |
Notifying the Installer - Procedure:
| Info |
|---|
Every time that a contract is canceled we will need to notify the Installer about the cancellation |
Step
Action
Reference
1
Create a New Email from CXone by clicking on the “New” button and Then select on “Email”
2
Select the “Email-Homeowner OB” Skill from the drop down menu and Then click on “Create”
3
Enter the Installer’s Email address in the “To” box
4
The subject must be “Notice of Cancellation-(Customer’s name)”
3
Send the Quick reply named as “Paper Cancellation”
4
Add the Homeowner’s Name and Agent’s Name in the Required Field and Click “Insert”. Then click on “Send”
5
Complete Disposition Note
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Direct Pay
| Panel | ||||||
|---|---|---|---|---|---|---|
| ||||||
All Current BEAM Jobs are installed, Therefore; Job CANNOT be cancelled |
Remember: If the HO is calling from the same number on record we DON,T need a written statement
If the HO is requesting cancellation through Chat we need to confirm that the 3 forms of authentication Matches the Chat Box to proceed without requesting additional Written Statement
IF It is NOT coming from the same Number on record:
Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)
If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement
Milestone | IF | Then | Reference | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
M1A |
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Remember:
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IF It is NOT coming from the same Number on record:
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M1B |
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We will need to notify Deal Processing about the Cancellation Request (The Back Office Support team will be handling this communication with DP so Make sure to specify in the new case if the request is coming from HO, Sales Rep or Installer
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Remember:
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IF It is NOT coming from the same Number on record:
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M2 or M3 |
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If there is a VALID suspected error on the part of EverBright or the installer regarding the contract, or if the homeowner is deceased and no one can take over the contract, gather as much information as possible from the customer’s job:
| ||||||||||||
From the Sales Representative:
| Panel | ||||||
|---|---|---|---|---|---|---|
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All Current BEAM Jobs are installed, Therefore; Job CANNOT be cancelled |
IF | Then | ||
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We have NOT received the Homeowner’s written cancellation request
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From the Installer:
| Panel | ||||||
|---|---|---|---|---|---|---|
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All Current BEAM Jobs are installed, Therefore; Job CANNOT be cancelled |
Does the Installer have the “Cancel Workflow” Button?
IF | Then | Reference | ||||
|---|---|---|---|---|---|---|
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Notifying the Installer, Sales Rep and Homeowner by elevating to Email - Procedure:
| Info |
|---|
Every time that a contract is canceled we will need to notify the Contract Signers about the cancellation |
Step | Action | Reference | ||
|---|---|---|---|---|
1 |
|  | ||
2 |
|  | ||
3 |
If the installer (contractor) is the only signer and the sales rep is not, only CC the installer. On the other hand; if the sales rep is the only signer and the installer is not, only CC the sales rep. If both (Sales Rep and the Installer) are signers; Then CC both individuals
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4 |
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3 |
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4 |
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5 |
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4 Digit Code Procedure
Step | Action | Reference |
|---|---|---|
1 | Send the homeowner an email from the HO Outbound
| |
2 | Enter any random four-digit number into the quick reply | Be sure to take note of the number you send to the homeowner. They will need to read it back to you to verify. |
3 | Confirm with the customer that they receive the email and ask them to read back the 4 digit code. | |
4 | If the customer is able to confirm the code, proceed with cancelling the job. | |
5 | If the customer does not receive the email, or is unable to confirm the code, they will need to submit their request by emailing support@myeverbright.com from the email address on file. | |
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