Versions Compared

Version Old Version 21 New Version Current
Changes made by

Sarah Jane Salvatierra

Rafael Gonzalez

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Introduction

Our agreement with the homeowner permits them to cancel the deal under certain eligibility requirements after signing the contract.

Background: Support agents may receive requests from homeowners or installers to cancel an existing agreement or job

...

Homeowners are eligible to cancel at any time during M1. However, cancellations beyond M1 (once approved) can only be made within 10 business days from the contract signing, and must be completed by midnight on the 10th business day.

Note

After M1 Approval:

If a cancellation request is made after M1 approval, the homeowner must do so within 10 business days from the signing of the contract, and the request must be submitted by midnight on the 10th business day.

Example:

  • If the contract was signed on Friday, 1st, the 10th business day would be Monday, 15th, assuming no holidays affect the business days.

  • The homeowner must submit their cancellation request by midnight on Monday 15th to be eligible

  • Any cancellation request made after the 10 business day period, beyond midnight on the 15th business day, will NOT be accepted.

Panel
panelIconIdatlassian-note
panelIcon:note:
bgColor#F4F5F7

To calculate 10 business days, start from a given date and count only the weekdays, excluding weekends and any public holidays. For example:

  • If you begin on a Monday, 10 business days would end on the Friday of the following week, which is 14 calendar days later.

  • If a public holiday, such as Independence Day or Christmas Day, falls within this period, do not count it as a business day. In this case, the 10th business day would extend to the next weekday, which would be Monday.

Info

Once cancelled, the workflow enters “Cancel Pending” status for 14 business days. During this period, the workflow can be restored to an active state.

Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#DEEBFF

After 14

...

Business days, the workflow

...

trasitions to a fully canceled status, triggering an automated cancellation notification email to the

...

Homeowner. The workflow cannot be restored once fully cancelled

...

Table of Contents
stylenone

Process Overview

...

...

Process Overview:

...

Table of Content:

...

Eligibility for Cancellation

Navigate to the current milestone Milestone in the Operations phase in Engine to determine eligibility.

...

.

Milestone

Eligible

for cancel

to Cancel by support?

Special Actions

Beam/Concert Customers (Any Milestone)

No

Inform the customer we are unable to cancel

M1

Yes

Verify and Authenticate

M1A

Yes

Verify and Authenticate

M1B

- Invoice not uploaded

Yes

M1B - Invoice uploaded

No

  • Inform the customer that we unable to cancel the job, because equipment has been ordered. We will submit the request to our deal processing team for approval.

  • Create a New Case

    • Primary Reason - Account Management - Cancellation

    • Case Description

      • Cancellation request - M1B with invoice uploaded

  • Generate a Case Assignment for Deal Processing

    • Referral notes

      • Cancellation request - M1B with invoice uploaded

M2 - system photos NOT uploaded

Yes

M2 - system photos uploaded

No

M3

No

...

No

(Unless no more than 10 business days have passed since the signing of the contract)

Example

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#FFFFFF

If the contract was signed on Friday, 1st, the 10th business day would be Monday, 15th, assuming no holidays affect the business days.

  • (If a public holiday, such as Independence Day or Christmas Day, falls within this period, do not count it as a business day)

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#FFFFFF

The homeowner must submit their cancellation request by midnight on Monday 15th to be eligible

Panel
panelIconIdatlassian-cross_mark
panelIcon:cross_mark:
bgColor#FFFFFF

Any cancellation request made after the 10 business day period, beyond midnight on the 10th business day, will NOT be accepted.

M2

M3

Note

Only jobs that are eligible for cancellation can be cancelled by a support agent (No Exceptions)

...

Verification and Authentication Procedure:

Support agents are only authorized to process eligible cancellation requests with the homeowner’s consent

...

After Verification and Authentication

From the Homeowner:

Expand
titleCLICK HERE

Incoming Channel

Action

By Phone

  • From the

...

...

...

  • NOT From the

...

  • Homeowner’s phone number:

    • Email a 4

...

...

    • Homeowner’s Email on record

...

      • If

...

      • the code

...

      • is confirmed, proceed with the

...

      • request.

      • If

...

      • not; require a written cancellation request

...

      • from the

...

      • Email address on record

By Chat

  • Verify the

...

  • Customer’s information matches the information on record

...

    • If the information does

...

By Email

  • Homeowner must send an email from the

...

  • Email Address on record to

...

...

By Postal Mail (Paper

...

Cancellation)

...

  • Homeowner signed and dated copies of a cancellation notice or a Telegram

...

From Installer/Rep:

Expand
titleCLICK HERE

IF

Then

If the

...

Installer has the

...

Cancel Button Available on the Workflow:

  • Guide them to cancel by clicking the “Cancel Workflow” Button

If the Installer does not have the Cancel Button:

  • We will only accept installers/reps request to cancel on behalf of the homeowner with confirmation from the homeowner via either:

...

Cancellation Process:

Step

Action

1

  • Always verify the person making the request prior to providing information on a customer account

2

If

IF YES:

  • Proceed to

step
If NO

IF NOT:

STOP, this

  • Stop (The job cannot be cancelled)

3

  • Verify and authenticate the request is coming from the

homeowner

  • Homeowner

Info

Is the homeowner request verified?

If

Installer/Rep requests on behalf of the homeowner will only be processed after we receive the homeowner’s validated request.

By phone:

  • Verify if the call is from homeowner’s phone number on record.

By chat:

  • Verify the customer’s information matches the information on record

By email:

IF YES:

  • Proceed to

step
If NO

IF NOT:

  • STOP, this job cannot be cancelled without the homeowner’s verified request

4

  • Isthe job in

‘Cancel Pending’ status

  • “Cancel Pending” Status?

If

IF YES:

  • Click

on

  • “Reject All” and then

click on

  • “Submit Review”

ExpandtitleReference Images

  • Proceed to the next step

If NO
image-20231010-203353.pngImage Modified
Image Removed

IF NOT:

Proceed

Go to

the next

Step 5

5

  • Cancel the

Job

  • job in Engine

  • Click the cancel workflow button in OPS phase

image-20241018-182253.pngImage Modified

  • Choose a reason for cancellation:

    • Homeowner Request

    • Cancellation

    • Milestone Aged

    • Failed Qualification

    • Product Change

    • Requested

    • Other

6

Update the homeowner’s record in Salesforce

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

7

Notify all contract signers, Installer & Homeowner

  1. Create a new email in CXone, selecting the

“Email

  1. “Email-Homeowner

OB”

  1. OB” skill.

  2. Address the email to the homeowner and CC all contract signers (Including the Installer).

  3. Use the Quick Reply

“Cancel

  1. “Cancel-HO

Email”

  1. Email” template.

  2. Fill in homeowner’s name, agreement number, today’s date, and the restore date.

  3. Send the email and complete disposition notes.

...

4 Digit Code Process

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

image-20240605-145249.pngImage Modified

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 cancelling the job.

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 support@myeverbright.com from the email address on file.

6

Return to process

...

Telegram Process

...

Expand
titleHow to distinguish between Telegram and Mailed (Paper) Cancellation

Notice of Cancellation

  • The customer's contract ID is in the top right corner of the Notice

Telegram

image-20240909-180323.pngImage Modified

...

  • Telegram

image-20240909-180656.pngImage Modified

Guiding the installer to the cancel workflow button

...

IF

...

Then

...

  • 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

...

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

    • Homeowner Request

    • Cancellation

    • Failed Qualification

    • Product Change

    • Requested

    • Other

...

  • We can process the request from the homeowner on eligible jobs with either:

...

Telegram Process

Step

Action

1

If YES:

If NO:

  • STOP, this job cannot be cancelled

2

  • Confirm the Cancellation request is coming from a Telegram

  • Download the Attached Document

image-20240909-180656.pngImage Modified

3

  • On your PC, open “Documents”

  • Locate the downloaded document and open the file (It should open automatically with Adobe Acrobat Reader as a PDF)

image-20240910-123013.pngImage Modified

Panel
panelIconIdatlassian-note
panelIcon:note:
bgColor#FFFAE6

Do NOT open the file from the Browser

image-20240909-194441.pngImage Modified

4

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

image-20240909-204447.pngImage Modified

5

  • Click on “Add Signature”

image-20240909-205822.pngImage Modified

6

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

Note

DO NOT add your Name

  • Then click on “Apply”

image-20240910-124056.pngImage Modified

7

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

image-20240910-124234.pngImage Modified

8

  • Once the signature has been added, hover your mouse over each of the following fields and click to add the signature box in the corresponding area

image-20240910-124611.pngImage Modified

9

  • 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

image-20240910-125125.pngImage Modified

10

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

Recipients (Contract Signers):

11

  • Return to Process and complete cancellation of the job in Engine

...

Guiding the installer to the cancel workflow button

Step

IF

Then

1

  • 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-20241018-182253.pngImage Added

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

    • Homeowner Request

    • Cancellation

    • Failed Qualification

    • Product Change

    • Requested

    • Other

2

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

  • We can process the request from the homeowner on eligible jobs with either:

Return to Process