Page Comparison

Background:

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1. Is this a homeowner or installer?

   1. If installer:

      1. refer them back to Concert at 855-925-4890

   2. If homeowner:

      1. name

      2. address where the solar system is/will be installed

      3. email address

      4. phone number

      5. installer’s name

2. Details regarding the cancellation request

   1. Why are they cancelling?

   2. Has construction already started?

      1. If yes, take down as many details as possible

   3. Is there a complaint (installer, work, etc.) or indication of fraud?

      1. If yes, take down as many details as possible

      2. Refer to How to handle concerns from homeowners about their system installation Pre- PTO SOP for complaints or fraud related issues

3. Inform the homeowner that they will need to provide a written notice to cancel their agreement. Send the homeowner an email and request they confirm cancellation:

Hello,

Thank you for reaching out to EverBright support. As discussed, all requests to cancel must be submitted in writing. Please reply to this message with your full name, system installation address, and your request to cancel. We will process your request, or reach out if further information is needed.

Inbound Email Requests from the Homeowner

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Once confirmed, reply to the homeowner:

Thank you for letting us know you’d like to cancel your agreement. We’ve forwarded your request to the appropriate department. They will reach out to you for the next steps.

Inbound Mail Requests

These requests will come into support from Deal Processing via a Jira ticket and are received from the homeowner and will contain the request to cancel in writing. No follow-up is needed with the homeowner, unless a complaint is received. If a complaint is received along with the cancellation, follow this SOP

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• The date customer requested the cancellation

  • if received by mail via a ticket from deal processing, refer to the date the customer signed the cancellation (below the signature)

• Details regarding the cancellation request

  • Why are they cancelling?

  • Has construction already started?

• Homeowner’s name

• Address

• Installer’s Name

'Hello,

[Customer Name + Customer ID] reached out EverBright support requesting to cancel the solar agreement for the property located at [address].

[date of request]

[details from above]

Please confirm receipt of this request.

Regards,'

Once confirmation is received, the ticket can be closed