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Note

Effective Immediately: A new development feature has been implemented to enhance the security of our legal contact information. With this update, external users will NO longer be able to edit any legal contact details from the Qualification Phase

  • This means that Sales Representatives and Installers will NO longer be able to update any legal information from their end

Background: Support has the ability to update the homeowner’s legal contact information in the platform. (only if specific requirements are followed)

This may be needed if the homeowner’s Homeowner’s information does not match what is currently on the title, which would result in the a rejection by Deal Processing.

Info

All signers of the agreement must exactly match their respective credit and title legal contacts.

Info

DocuSign signature must match legal contact names.

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  • NOTE:

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  • Each signer must select and use their own DocuSign signature, or the document will be rejected.

Support

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Agents can ONLY update the information in the CREDIT section. DO NOT update any information in the TITLE section

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Process:

Note

IMPORTANT NOTE:

  • If the EMAIL ADDRESS needs to be changed and the contract has been signed then the workflow in Engine will need to be canceled (If cancellation is applicable) and new contract generated

  • If a CO-SIGNER needs to be added then the Workflow in Engine will need to be canceled (If cancellation is applicable) , Re-run Credit Qualification (Refer to the following process) and New Contract Generated

Info

If the contract has NOT been signed:

  • The sales Representatives/Installers or any other External EverBright User will NOT be able to update the Email Address from their end. (Please reference the process below)

Table Of Content:

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Support Process:

  1. Any of the following information can be updated (Legal Name and Address must match title):

    1. Legal Name

    2. Address / Unit number

    3. Phone number

    4. Email address

  2. Navigate to the Contract phase:

    1. If the contract has not been signed by any parties, support can void the contract: and update the legal contact information. The status will either be ‘Not Started’ or ‘Sent’. Example:

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    2. Image Removed

      If the contract has already been signed (by anyone), the installer will need to use the NCCO feature. Example:

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  3. To update legal information, navigate to the Qualification phase:To update the name, phone number or email address, click on Name & Address (1), then click on Edit (2) in the credit phase (3) and edit the information so that it matches exactly to the legal information in the title (4)

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  4. To update the name, phone number or email address, click on Name & Address, click on Edit (1) in the credit phase (2) and edit the information so that it matches exactly to the legal information in the title (3)

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What to do if support receives a request to update the customer’s legal Information?

Step

Action

1

If the request is coming from the Homeowner

Go to step 4

2

If the request is coming from the Sales Rep/Installer

Go to Step 3

3

REQUEST COMING FROM THE SALES REP/INSTALLER

  • Validate if the contact information required by the Sales Rep/Installer can be modified

Any of the Following CAN be updated:

  • Legal Name

  • Address / Unit Number

  • Phone Number

Info

Legal Name and Address MUST match the Legal Title Information

  • IF the contract has NOT been Signed by any parties

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  • Please inform the Sales Rep/Installer that for proper authentication and to update the necessary information the homeowner must contact us by:

  • Using the same phone number we have on record

Note

IF the Phone number is what needs to be updated then the homeowner must contact us through Email by using the same Email address on record

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  • If Sales Rep/Installer is next to the Homeowner and they are just handing the phone to the Homeowner (Go to Step 4)

  • If the homeowner has already contacted us and the required information has been updated by support, inform the Sales Rep/Installer about the changes made.

  • IF the contract Has already been Signed (By Anyone)

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  • Please inform the Sales Rep/Installer that for proper authentication and to update the necessary information the homeowner must contact us by:

  • Using the same phone number we have on record

Note

IF the Phone number is what needs to be updated then the homeowner must contact us through Email by using the same Email address on record

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  • If Sales Rep/Installer is next to the Homeowner and they are just handing the phone to the Homeowner (Go to Step 4)

  • If the HO have contacted us already and the required information has been updated by support then The Sales Rep/Installer will need to use the NCCO Feature and generate a No Cost Change Order

4

REQUEST COMING FROM HOMEOWNER

  • We will only accept requests coming from the Homeowner if they are contacting us through phone with the same phone number on record

Note

IF the Phone number is what needs to be updated then the homeowner must contact us through Email by using the same Email address on record

Info

agents should authenticate the homeowner with the 4-digit Code ProcedureIF:

  • The Sales Rep/Installer is with the homeowner, hands them the phone, and used a different number to contact us.

  • The homeowner is calling us directly from a phone number different from the one we have on record.

  • Validate if the contact information required can be modified

Any of the Following CAN be updated:

  • Legal Name

  • Address / Unit Number

  • Phone Number

Info

Legal Name and Address MUST match the Legal Title Information

  • If it is applicable for an update then

  • Confirm if the contract has been or not signed

  • IF the contract has NOT been Signed by any parties

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  • Support can Void the Contract and update the legal contact information

If the email or phone number needs to be updated please confirm first within sales force that the new data is not related with another existing account

  • If it is related with a different and existing account stop and redirect the HO with the Installer

  • Once the required information has been updated by support then redirect the Homeowner with The Sales Rep/Installer

  • IF the contract Has already been Signed (By Anyone)

  • Agents will update the contact information (If applicable) ONLY if the Data is required to match the customer’s TITLE information.

The information MUST match the Title. (This is the ONLY exception).

Note

REMEMBER:

  • If the EMAIL ADDRESS needs to be changed and the contract has been signed then the workflow in Engine will need to be canceled (If cancellation is applicable) and new contract generated

NCCO will not be applicable to update the Email Address

  • If a CO-SIGNER needs to be added then the Workflow in Engine will need to be canceled (If cancellation is applicable) , Re-run Credit Qualification (Refer to the following process) and New Contract Generated

  • Once the required information has been updated by support then The Sales Rep/Installer will need to use the NCCO Featureand generate a No Cost Change Order

Once the update has been made they DONT need to re-run credit (Unless there is a valid reason to re-run the process according to current Credit Qualification Procedures (e.g., if the credit has expired, or co-signer needs to be added).)

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How to update the Legal Contact Information in Engine:

Remember: Support can ONLY update the information in the CREDIT section. DO NOT update any information in the TITLE section

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Step

Action

Reference

1

Navigate to the “Qualification” Phase

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2

Click on “Review Name & Address Information” and then Click over the “Name & Address” Tab

Info

Here under “Legal Names” you will be able to update the Name, Phone Number Email Address and under “Legal Address” you will be able to update the Main Address/Unit”

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3

Once you clicked on “Name & Address” you can click on the “Edit” Button and Edit the information so that it matches exactly the Legal Information in the Title

Support can ONLY update the information in the CREDIT section. DO NOT update any information in the TITLE section

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4

Once the

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Credit Legal Information has been updated,

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The contract, or Change Order, can be resent

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by the Sales Rep/Installer for Signatures

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4 Digit Code Procedure:

Step

Action

Reference

1

Send the homeowner an email from the HO Outbound

  • Use the email address from the contract phase in Engine

  • Use the 4 Digit Code Quick reply in CXone

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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 the update required (Click Here to follow process)

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 us from the email address on file, Or contacting us from the phone number on record (If applicable)