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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.

...

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)

  • IF It is NOT coming from the same Number on record:

    1. Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)

    2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

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

...

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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

...

Cancel the Workflow by clicking on

Milestone

IF

Then

Reference

M1

  • M1 has been approved

  • Go to M2 Step

image-20240530-144808.png

  • M1 has NOT been approved

  1. Validate if the Milestone is under “Pending Review” Status

Info

If it is NOT under “Pending Review” then go to Step 3

image-20240530-145352.png

  1. If it is under “Pending Review” then click on “Reject All” and then click on “Submit Review”

image-20231010-203353.png

  1. Click on the “Cancel Workflow” Button

image-20230726-141900.png

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 match the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with your Initials and the reason of cancellation

image-20240603-144912.png

  1. Notify the Installer, Sales Rep and Homeowner by elevating to Email

(Click here to see how)

M2

  • System Photos have been uploaded

Note

The job CANNOT be canceled

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:

  • Check if there in SalesForce with the HO’s Name if there is an existing email received by the Homeowner.case being worked by a Resolution Lead related with this concern:

Info

If YES; then

Expand
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Info

If NOT;

  • System Photos have NOT been uploaded

  • the Assigned Resolution Lead within the Feed Field:

Expand
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Info

If NOT;

  • System Photos have NOT been uploaded

  1. Cancel the Workflow by clicking on the “Cancel Workflow” Button

Image Addedimage-20230726-141900.pngImage Added

Remember:

  • If the HO is calling from the same number on record we DONT need a written statement .

  • If the HO is requesting cancellation through Chat, we need to confirm that the 3 forms of authentication Match the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation

image-20240603-144912.pngImage Added

  1. Notify the Installer, Sales Rep and Homeowner by elevating to Email

(Click here to see how)

M3

  • Job is on M3

Note

The job CANNOT be canceled

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:

  • Check in SalesForce with the HO’s Name if there is an existing Email received by the Homeowner.

Info

If YES; then

  • Access the existing case and leave an internal note tagging the Assigned Resolution Lead within the Feed Field:

Expand
titleREFERENCE IMAGE
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Info

If NOT;

Direct Pay

Panel
panelIconIdatlassian-warning
panelIcon:warning:
bgColor#FFEBE6

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:

  1. Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)

  2. 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

  • M1A has been Approved

  • Go to the M1B Step

  • M1A has NOT been approved

  1. Cancel The Workflow by clicking the “Cancel Workflow” Button

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image-20240530-150707.pngImage Addedimage-20230726-141900.pngImage Modified

Remember:

  • If the HO is calling from the same number on record, we DONT need a written statement.

  • If the HO is requesting cancellation through Chat

,
Match

  • Matches the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with

the reason of cancellation

image-20240603-144912.pngImage Removed

  1. Notify the Installer by elevating to Email

(Click here to see how)

M3

  • Job is on M3

Note

The job CANNOT be canceled

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 if there is an existing email received by the Homeowner.

Info

If YES; then

Expand
titleREFERENCE IMAGE
image-20240621-173444.pngImage Removed
InfoIf NOT;

  1. your Initials and the reason of cancellation

image-20240603-144912.pngImage Added

  1. Notify the Installer, Sales Rep and Homeowner by elevating to Email

(Click here to see how)

M1B

  • Invoice has been uploaded or Equipment has been ordered

Info

Invoice will need to be paid

Info

IF DP approves the cancellation request; the job will be cancelled in M2

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

  1. Create a New Case

    1. Request Type -

select the most appropriate

    1. Account Management - Cancellation

    2. Case Description

      1. Detailed information

about the case, including any supporting documents

      1. regarding the cancel request

  2. Generate a Case Assignment for

Customer Support Resolution Specialist

  • Referral Reason

    • Other

  • Referral Comments - Post M2 Cancellation Request

  • Re-Assign Case to the Back Office Queue

    • Direct Pay

    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:

    ...

    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

    ...

    • M1A has been Approved

    ...

    • Go to the M1B Step

    • M1A has NOT been approved

    1. Cancel The Workflow by clicking the “Cancel Workflow” Button

    ...

    Remember:

    • If the HO is calling from the same number on record, we DONT 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:

    ...

    If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

    1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with your Initials and the reason of cancellation

    ...

    1. Notify the Installer by elevating to Email

    ...

    (Click here to see how)

    M1B

    ...

    • Invoice has been uploaded or Equipment has been ordered

    Info

    Invoice will need to be paid

    Info

    IF DP approves the cancellation request; the job will be cancelled in M2

    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

    1. Create a New Case

      1. Request Type - Account Management - Cancellation

      2. Case Description

        1. Detailed information regarding the cancel request

    2. Generate a Case Assignment for Deal Processing

    3. Re-assign Case to the Back Office Queue

    ...

    • Invoice has NOT been uploaded or Equipment has NOT been ordered

    1. Cancel the Workflow by clicking on the “Cancel Workflow” Button

    ...

    image-20240530-151936.pngImage Removedimage-20230726-141900.pngImage Removed

    ...

    Remember:

    • If the HO is calling from the same number on record we DONT 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:

    ...

    If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

    1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation

    ...

    1. Notify the Installer by elevating to Email

    ...

    (Click here to see how)

    ...

    M2 or M3

    ...

    • Job is on Direct Pay M2 or M3

    Note

    The job CANNOT be canceled

    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 if there is an existing email received by the Homeowner.

    Info

    If YES; then

    Expand
    titleREFERENCE IMAGE
    image-20240621-173444.pngImage Removed

    Info

    If NOT;

    From the Sales Representative:

    IF

    Then

    • We have received the Homeowner’s written cancellation request

    We have NOT received the Homeowner’s written cancellation request

    Info

    Sales Reps no longer has the option to cancel in Engine from their end.

    • We have 2 options at this point:

    Written Notice of cancellation

    1. Deal Processing

    2. Re-assign Case to the Back Office Queue

    • Invoice has NOT been uploaded or Equipment has NOT been ordered

    1. Cancel the Workflow by clicking on the “Cancel Workflow” Button

    image-20240530-151936.pngImage Addedimage-20230726-141900.pngImage Added

    Remember:

    • If the HO is calling from the same number on record we DONT 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:

    1. Proceed with the 4 Digit Verification Code(Customer MUST confirm during the call)

    2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

    1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation

    		image-20240603-144912.pngImage Added

    1. Notify the Installer, Sales Rep and Homeowner by elevating to Email

    (Click here to see how)

    M2 or M3

    • Job is on Direct Pay M2 or M3

    Note

    The job CANNOT be canceled

    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:

    • Check in SalesForce with the HO’s Name if there is an existing Email received by the Homeowner.

    Info

    If YES; then

    • Access the existing case and leave an internal note tagging the Assigned Resolution Lead within the Feed Field:

    Expand
    titleREFERENCE IMAGE
    image-20240621-173444.pngImage Added
    Info

    If NOT;

    From the Sales Representative:

    Panel
    panelIconIdatlassian-warning
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    All Current BEAM Jobs are installed, Therefore; Job CANNOT be cancelled

    IF

    Then

    • We have received the Homeowner’s written cancellation request

    We have NOT received the Homeowner’s written cancellation request

    Info

    Sales Reps no longer has the option to cancel in Engine from their end.

    • We have 2 options at this point:

    1. Written Notice of cancellation from the Homeowner

    Note

    Do NOT mention to the sales rep that we allow cancellations through phone calls

    1. Sales Representative can be redirected to their Installer Organization so IF they have the “Cancel Workflow” Button available they can cancel from their end

    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

    • 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

    		image-20230726-141900.pngImage Added

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

    • Homeowner Request

    • Cancellation

    • Milestone Aged

    • Failed Qualification

    • Product Change

    • Requested

    • Other

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

    • Explain to the Installer that a written cancellation request is required from the Homeowner

    Note

    Do NOT mention to the

    sales rep

    Installer that we allow cancellations through phone calls

    1. Sales Representative can be redirected to their Installer Organization so IF they have the “Cancel Workflow” Button available they can cancel 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

    1. Guide the Installer to cancel the workflow by clicking the “Cancel Workflow” button

    ...

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

    ...

    • 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

    Note

    Do NOT mention to the Installer that we allow cancellations through phone calls

    ...

    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”

    image-20240605-145249.pngImage Removed

    2

    • Select the “Email-Homeowner OB” Skill from the drop down menu and Then click on “Create”

    image-20240605-145035.pngImage Removed

    3

    • Enter the Installer’s Email address in the “To” box

    image-20240605-151418.pngImage Removed
    Info

    If the Installer is contacting us on behalf of the HO stating that the Homeowner have sent an email requesting cancellation; advice them to wait between 24-48 hours for a resolution

    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

    • Create a New Email from CXone by clicking on the “New” button and Then select on “Email”

    		Image Added

    2

    • Select the “Email-Homeowner OB” Skill from the drop down menu and Then click on “Create”

    		Image Added

    3

    • When sending a cancellation notification email, please follow these guidelines:

      1. Recipients (Contract Signers):

        • To: Address the email to the Homeowner or Homeowners involved.

        • CC: Include the rest of contract signers in the CC field.

    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

    Info

    The following image of the contract phase can help you identify who the contract signers are:

    image-20240827-200214.pngImage Added

    		Image AddedImage Added

    4

    • The subject must be “Notice of Cancellation-(Customer’s name)”

    image-20240605-150226.pngImage RemovedImage Added

    3

    • Send the Quick reply named as “Cancel-Install HO Email”

    image-20240605-151836.pngImage Removed

    image-20240621-160558.pngImage RemovedImage Added
    image-20240802-214436.pngImage Added

    4

    • Add the following:

      • Homeowner’s Name

      and

      • Agreement Number

      • Today’s Date

      • Restore date displayed in Engine

      • Agent’s Name in the Required Field and Click “Insert”. Then click on “Send”

    		image-20240315-221940.pngImage Removedimage-20240605-151031.pngImage Removedimage-20240802-214636.pngImage Added

    5

    • Complete Disposition Note

    ...