Background: RIC customers will receive an email a communication (email, mail, text) from marketing informing them that the Retail Installment Contract they signed through Docusign DocuSign is missing the confirmation that it is the “DocuSign Authoritative Copy.”
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IMPORTANT: A Marketing campaign for the Authoritative Copy initiative has been in place as of October 22nd, 2024
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Agents will receive calls, emails, or chats from homeowners regarding the Authoritative Copy email they received. It is important for the agent to know:
What is an Authoritative Copy?
An Authoritative Copy is the legally recognized, official version of a document, whether it’s in digital or physical form. It holds the same legal value as a paper document with a handwritten signature. It’s a guarantee that the document is genuine and tamper-free.
Why is confirmation of an Authoritative Copy important?
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Legal Validity: Confirms that the document is the valid contract, recognized and enforceable by law, regardless of how many other copies may exist.
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Protection from changes: Allows for additional protection from anyone tampering with the document after it’s been signed.
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Document history: Maintains a comprehensive record of who signed the document and when.
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Why is confirmation of an Authoritative Copy important?
Legal Validity: Confirms that the document is the valid contract, recognized and enforceable by law, regardless of how many other copies may exist.
Protection from changes: Allows for additional protection from anyone tampering with the document after it’s been signed.
Document history: Maintains a comprehensive record of who signed the document and when.
Certification: Includes a digital certificate that verifies the document’s authenticity.
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The legal approved email that has gone went out to homeowners:
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Please see the link below to the “Red and Yellow” spreadsheet for the initial group of customers that was emailed. Columns A and B show the first and last name and column C has the email address. Please note that the list includes both EB and BEAM contracts.
Please add your notes in column D of the spreadsheet as you receive calls, emails, or chats from homeowners.
2023-10-17 AuthCopy email red and yellow list.xlsx
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If the customer is unable to locate the email or the link does not work
If the homeowner is unable to locate the Authoritative Copy email that was sent to them, provide the homeowner with the following link http://www.goeverbright.com/authcopy. There they will be able to complete their acknowledgement directly.
If the homeowner does not want to use the above link and they insist that the email be resent to them, create a ticket, tag your supervisor in the ticket and provide them with the homeowner's name and email address. The supervisor will send this information to the marketing team to have the email resent to the homeowner.
Authoritative Copy (AC) Acknowledgement via Homeowner Portal
The homeowner has the option of completing the AC acknowledgment in their homeowner portal:
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When a customer completes the requested action, the system records the data and dismisses the experience for that account. Because the acknowledgement of either co-signer is sufficient, it is to minimize asking customers to take duplicate/unnecessary actions.
The ability to acknowledge is set to impersonate read only so that only the customer can take this action/internal teams cannot take this action on behalf of a customer.
Email Incentive
An email went out to customers with an incentive to acknowledge the authoritative copy. Customers are being offered a $20 Amazon e-card. If the authoritative copy is acknowledged, they will receive their gift card approximately 3 to 5 weeks after the campaign ends on October 30, 2023.
Installer Authoritative Copy Acknowledgement
Installer communications has gone out regarding the Authoritative Copy. They received the following email:
Dear (installer name),
We have some important information to share regarding the Retail Installment Contracts (“Contracts”) you signed through DocuSign prior to October 12, 2023. After taking a closer look at the documents, we identified that they are missing the “DocuSign Authoritative Copy” confirmation.
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FAQs:
"What is this email really about?"
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The gift cards will be sent to their email approximately 3-5 weeks after the campaign ends on 10/30/2023.
For Spanish Speaking Customers
Estimado [Nombre],
En EverBright, estamos comprometidos a brindarle el mejor servicio posible. Queríamos compartir información importante sobre el Contrato de pago a plazos (“Contrato”) que firmó a través de DocuSign. Después de observar más de cerca el documento, identificamos que le falta la confirmación de que se trata de la "Copia autorizada de DocuSign".
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