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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 E-mailed to the homeowner and the workflow will NOT be able to be restored

Info

Cancellation Requests can be accepted in Spanish.

  • Even If the contract was generated in English, the cancellation request can still be made in Spanish.

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All Current BEAM Jobs are installed, Therefore; Job CANNOT be cancelled

Process:

Table of contents:

How to handle a cancellation request coming through a CXone Email:

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All Current BEAM Jobs are installed, Therefore; Job CANNOT be cancelled

Reference

Step

Action

1

When the E-Mail is received in CXone you must Check if the Cancellation request is coming from:

  • Notice of Cancellation

  • Telegram

Notice of Cancellation

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Telegram

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2

For a Notice of Cancellation:

  • Open the attachment and take note of the Contract ID

number.

  • Number

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It Can be found at the top right corner of the agreement.

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For a Telegram:

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After validating the current job status follow the steps based on the Product Model:

  1. Regular Products [M1,M2 and M3 Only]

  2. Direct Pay

Regular Products [M1,M2 and M3 Only]

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All Current BEAM Jobs are installed, Therefore; Job CANNOT be cancelled

Milestone

IF

Then

Reference

M1

  • M1 has been approved

  • Go to M2 Step

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  • M1 has NOT been approved

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

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

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

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  1. Click on the “Cancel Workflow” Button

Remember: Cancel ONLY if the HO has sent the written statement

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

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  1. If the request came through a Telegram follow the Telegram Procedure

(Click Here)

  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

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If the request came through a Telegram follow the Telegram Procedure

  • System Photos have NOT been uploaded

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

Remember: Cancel ONLY if the HO has sent the written statement

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

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  1. If the request came through a Telegram follow the Telegram Procedure:

(Click Here)

  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

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Info

If the request came through a Telegram follow the Telegram Procedure

Direct Pay

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All Current BEAM Jobs are installed, Therefore; Job CANNOT be cancelled

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: Cancel ONLY if the HO has sent the written statement

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

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  1. If the request came through a Telegram follow the Telegram Procedure:

(Click Here)

  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 and

  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

Remember: Cancel ONLY if the HO has sent the written statement

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

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  1. If the request came through a Telegram follow the Telegram Procedure:

(Click Here)

  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

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Info

If the request came through a Telegram follow the Telegram Procedure

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 Involved parties 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”

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2

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

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3

  • Enter the Homeowner’s Email Address in the “To” box

  • And add the Sales Rep and Installer’s Email address in the CC FieldWhen 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

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

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4

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

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3

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

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4

  • Add the following:

    • Homeowner’s Name

    • Agreement Number

    • Today’s Date

    • Restore date displayed in Engine

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

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5

  • Complete Disposition Note

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Telegram Procedure

Note

If the Job Cannot be cancelled DO NOT Sign the Telegram File.

  • Just reply the Email (without copying the contract Signers)

  • And use the Quick Reply named as “Cancel-Unable Telegr”

If the Job is applicable for Cancellation; continue with the following process:

Step

Action

1

Once you confirm the Cancellation request is coming from a Telegram

  • Agent will Download the Attached Document

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2

  • Go to your PC and 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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3

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

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4

  • Click on “Add Signature”

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5

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

Note

DO NOT add your Name

  • Then click on “Apply”

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6

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

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7

  • Once the signature has been added; Hover your mouse on each of the following Fields an click to add the signature box in the corresponding area

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8

  • 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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9

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

Recipients (Contract Signers):

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:

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10

  • Complete disposition Notes

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