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Background: Our agreement with the homeowner permits them to cancel the deal within certain days of signing the contract.

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• Regular Products [M1,M2 and M3 Only]

• Direct Pay

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Milestone	IF	Then	Reference
M1	M1 has been approved	Go to M2 Step
	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
		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: 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, 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 about installer regarding the contract, gather as much information as possible from the customer’s job: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 case being worked by a Resolution Lead related with this concern: Info If YES; then Access the existing case and leave an internal note tagging the Assigned Resolution Lead within the Feed Field: Expand title REFERENCE IMAGE Info If NOT; Create a New Case Request Type - select the most appropriate Case Description Detailed information about the case, including any supporting documents Generate a Case Assignment for Customer Support Resolution Specialist Referral Reason Other Referral Comments - Post Install Cancellation Request Assign Case to the Back Office Queue
	System Photos have NOT been uploaded	Cancel the Workflow by clicking on 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 Match 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 the reason of cancellation
		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 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 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 title REFERENCE IMAGE Info If NOT; Create a New Case Request Type - select the most appropriate Case Description Detailed information about the case, including any supporting documents 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

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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,T need a written statement

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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: 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: 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, 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 Create a New Case Request Type - Account Management - Cancellation Case Description Detailed information regarding the cancel request Generate a Case Assignment for Deal Processing Re-assign Case to the Back Office Queue
	Invoice has NOT been uploaded or Equipment has NOT been ordered	Cancel the Workflow by clicking on 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: 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 the reason of cancellation
		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 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 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 title REFERENCE IMAGE Info If NOT; Create a New Case and Generate a Case Assignment for Customer Support Resolution Specialist Referral Reason Other Referral Comments - Post Install Cancellation Request Assign Case to the Back Office Queue and tag a Lead Resolution within the Feed Field

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From the Sales Representative:

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Then

• We have received the Homeowner’s written cancellation request

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From the Installer:

• Does the Installer have the “Cancel Workflow” Button?

Does the Installer have the “Cancel Workflow” Button?

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IF

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Then

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Reference

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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	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 Installer that we allow cancellations through phone calls	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

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Step	Action	Reference
1	Create a New Email from CXone by clicking on the “New” button and Then select on “Email”	Image RemovedImage Added
2	Select the “Email-Homeowner OB” Skill from the drop down menu and Then click on “Create”	Image Removed	3	Enter the Sales Rep and Installer’s Email address in the “To” box And add the Homeowner’s Email Address in the CC Field	Image RemovedImage RemovedImage Added
3	When sending a cancellation notification email, please follow these guidelines: 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 Added	Image AddedImage Added
4	The subject must be “Notice of Cancellation-(Customer’s name)”	Image RemovedImage Added
3	Send the Quick reply named as “Cancel-Install HO Email”	Image Removed Image RemovedImage Added Image 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 RemovedImage RemovedImage Added
5	Complete Disposition Note

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