Background: A Homeowner or Installer requests to restore or reinstate a workflow that has been canceled.
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Important: Deal Processing CANNOT restore the workflow after 14 days including duplicate projects. A new contract will have to be signed. Do not send a request to DP to restore the workflow after 14 days. |
To restore an agreement a written request from the homeowner from the email address on file is required.
Process:
Where is the Restore request coming from?
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AGREEMENT RESTORE PROCESS (PHONE & CHAT Support)
IS THE REQUEST COMING FROM:
From the Homeowner:
We Have received a written confirmation from the HO to reinstate the agreement
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IF
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Then
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Reference
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The job was cancelled more than 14 business days ago
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A new contract will have to be signed
Deal Processing will NOT restore workflows more than 14 business days since cancellation.
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Red Banner will only show that it was canceled
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Job still within 14 business days
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The Red Banner will display the restore workflow timeframe
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Locate the customer record in Salesforce and create a case at the contact record level.
Request type -
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Background: As part of our Restore process once a project has been cancelled homeowners will have 14 business days of grace to restore it. Support might receive interactions coming from homeowner or Installers requesting to reinstate a workflow that has been canceled.
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IMPORTANT: Deal Processing CANNOT restore the worklow if: |
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To restore an agreement a written request from the homeowner is required. |
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To restore an agreement the Homeowner’s request has to come from the same email address on file |
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If the job was canceled due to a failed 2nd Welcome Call attempt, it cannot be reinstated.
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Process
Where is the Restore request coming from?
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AGREEMENT RESTORE PROCESS (PHONE & CHAT Support)
IS THE REQUEST COMING FROM:
From the Homeowner:
We Have received a written confirmation from the HO to reinstate the agreement
IF | Then | Reference | ||
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Deal Processing will NOT restore workflows more than 14 business days since cancellation. |
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Phone: | ||||
“Unfortunately, the grace period to reinstate this agreement has passed. We are not able to reinstate the cancelled job. A new contract will have to be sign. We apologize for any inconvenience. Thank you!” | ||||
Chat: | ||||
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We have NOT received a written confirmation from the HO to reinstate the agreement
IF | Then |
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Phone: | |
Unfortunately, the grace period to reinstate this agreement has passed. We are not able to |
reinstate the |
cancelled job. |
A new contract will have to be signed. We apologize for any inconvenience. Thank you!” |
Chat: |
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From the Sales Representative / Installer:
We Have received a written confirmation from the HO to reinstate the agreement
IF | Then | Reference |
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Deal Processing will NOT restore workflows that are more than |
Red Banner will only show that it was canceled
Job still within the 14 business days of grace time
14 business days since cancellation |
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Proceed to submit a restore contract request
We have NOT received a written confirmation from the HO to reinstate the agreement
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IF
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Then
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We have not received a written confirmation from the Homeowner to reinstate the agreement
Confirm the customer is within the 14-business day limit
Explain to the Sales Rep/Installer that the HO will need to send us a written restore request at (Support@myeverbright.com) from the email address on file.
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Use the following Script:
Hello (Homeowner’s Name)
(Installer’s name) has advised EverBright that you have decided to proceed with your solar project.
Please reply to this email and confirm your intent to reinstate your EverBright agreement.
Thank you!
AGREEMENT RESTORE PROCESS (Back Office Only)
IS THE REQUEST COMING FROM:
From the Homeowner:
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Action
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Reference
Confirm the request is coming from the Email address on record.
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This can be confirmed by checking in Salesforce |
If it is NOT coming from the same Email address on record reply to the customer:
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Hello
Thank you for reaching out to EverBright.
We’ll be more than glad to assist you with this restore request.
We will be contacting the Homeowner through the Email address on record so we can get written consent to reinstate this contract. Once the confirmation is received, we will proceed with the reinstatement
Thank you!
(Agent’s Name)
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If within 14 business days:
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Job still within 14 business days
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Locate the customer record in Salesforce and create a case at the contact record level.
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Request type -
Account Management: Restore Contract
Case description
Homeowner request to restore workflow.
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Open the newly created case and create a case assignment
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Assign to Deal Processing
Referral Reason
Restoration Request
Referral comments:
Engine link of the job the Homeowner wishes to restore
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If 14 business days have passed, reply to the customer and Close the Ticket
Hello (Homeowner’s Name)
Thank you for contacting EverBright.
Unfortunately, we are not able to restore the agreement.
Please reach out to your Installer so they can assist you by creating a new contract
Thank you!
(Agent’s Name)
From the Sales Representative / Installer:
Action
Reference
Check the job in Engine to determine if the Cancellation status still within 14 business days
If within 14 business days:
Reply to the Sales Rep/Installer
Hello
Thank you for reaching out to EverBright.
We’ll be more than glad to assist you with this restore request.
We will be contacting the Homeowner through the Email address on record so we can get written consent to reinstate this contract. Once the confirmation is received we will proceed with the reinstatement
Thank you!
(Agent’s Name)
Create a Linked ticket
Title it “Restoration - (HO’s Name) - Org
Add the Email Address of the Homeowner
Add the installer’s Org name
Add the Homeowner’s address
Add the Job link
Reply to the HO
Hello (Homeowner’s Name)
(Installer’s name) has advised EverBright that you have decided to proceed with your solar project.
Please reply to this email and confirm your intent to reinstate your EverBright agreement.
Thank you!
Once we receive the HO’s confirmation, process the request using the “From the Homeowner” Procedure
Reply to the Rep:
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Hello Thank you for reaching out to EverBright. Unfortunately, the grace period to reinstate this agreement has passed. We are not able to reinstate the cancelled job. A new contract will have to be sign. We apologize for any inconvenience. Thank you! (Agent’s Name) |
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Phone: | ||||||||
“Unfortunately, the grace period to reinstate this agreement has passed. We are not able to reinstate the cancelled job. A new contract will have to be sign. We apologize for any inconvenience. Thank you!” | ||||||||
Chat: | ||||||||
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We have NOT received a written confirmation from the HO to reinstate the agreement
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If YES: | ||||
If a rep states that the Homeowner is struggling to send the email, the agent can elevate to email from CXoneto the HO requesting confirmation
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If NOT: | ||||
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AGREEMENT RESTORE PROCESS (Back Office Only)
IS THE REQUEST COMING FROM:
From the Homeowner:
Action | Reference | ||
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If within 14 business days: | |||
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IfOUTSIDE of the 14 business days: | |||
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From the Sales Representative / Installer:
Action | Reference |
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If within 14 business days: | |
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IfOUTSIDE of 14 business days: | |
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