Versions Compared

Version Old Version 3 New Version Current
Changes made by

Rafael Gonzalez

Deanna Collia

Saved on

Key

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

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

Note

Please take note that if Homeowner is contacting us through Phone requesting for an update on a cancellation email they have sent but you are not able to locate that email; as long as they are calling from the same phone number on record you will be able to proceed with the cancellation by following the (From the Homeowner Procedure)

  • IF It is NOT coming from the same Number on record:

    1. Proceed with the 4 Digit Verification Code (Customer MUST confirm during the call)

    2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

We’ll accept a cancellation after the cancellation period noted in their agreement (the number of days varies by state); however, we must confirm that nothing has been installed within the Homeowner’s roof.

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

Each cancellation request MUST contain theHomeowner’sCancellation statement.

  • And only if possible; The Full Name and Property Address as well

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.

Option

Method

Procedure

Note

1

Phone Call

HO will contact support through a phone call requesting cancellation

Note

DO NOT discuss this option with the Sales Rep/Installer

This phone call has to be made by the homeowner ONLY. and it must come directly from the same phone number on record (the one they used when signing the agreement)

Info

If that number NO longer exists, the HO will need to follow any of the additional options for cancellation.

2

E-mail Request

HO will need to send an E-mail from the email address on record at (Support@Myeverbright.com)

Make sure that the current Job is Eligible for cancellation before asking the customer to send the E-mail

Info

Please be sure to search through prior Jira tickets Cases to make sure there is not are no multiple cancellation requests.

23

Postal Mail or Delivery

HO will need to Mail or Deliver any of the following:

  • Signed and dated copy of a cancellation notice.

  • Any written notice or

  • Send a Telegram

The Mailing Address for EverBright is (700 Universe Boulevard, Juno Beach FL, 33408)

34

Installer on Behalf of the HO

The Installer can send an E-mail on behalf of the Homeowner, But but we might require a confirmation from the Homeowner through the same email address on record

If we receive an E-mail from the Installer on behalf of the HO and there is no confirmation from the HO yet; then the HO will need to send a written cancel confirmation with consent

45

EverBright’s Right to Cancel

Everbright has the right to cancel workflows in M1 and M2 by internal policies

If It’s canceled by us (EverBright) we will notify the HO and the Installer about the cancellation

...

Where is the Cancellation request coming from?

Related Articles

...