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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 Homeowner’s Legal Contact information in the platform. only (Only if specific requirements are followed.)

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

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

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DocuSign signature must match legal contact names.

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

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

Table Of Content:

Process:

Note

IMPORTANT NOTE: If the contract has been signed and the EMAIL ADDRESS needs to be changed or a cosigner needs to be added:

The workflow in Engine will need to be canceled (If cancellation is applicable) and new contract generated

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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)

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

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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 for proper authentication and to update the necessary information

note

Who CAN Update Information in the System?

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Customer Support Agents

Legal Name
Address & Unit Numbers
Phone Numbers
Email (Only With Conditions)

Who CANNOT Update Information in the System

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Sales Representatives

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Installers

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Additional External EverBright Users

When is a New Contract Needed?

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If an Email change is required AFTER signing the contract

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If a Co-Signer needs to be added

When should we simply Void the contract?

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If an update is required BEFORE Signing the contract

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Verification Process:

Before making any updates in the system, verify the customer first.

IF you are Talking with the HOMEOWNER

Agents Should Only proceed with requests from Homeowners if they are contacting Support through the Same Phone Number on record

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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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#E3FCEF

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NOTE: If the Sales Rep/Installer is

next to

with the Homeowner and

they are just

handing the phone to them, but the

Homeowner (Go to Step 4)If the HO have contacted us already

call is from a different number than the one we have on file:

Follow the 4-Digit Code Procedure to Authenticate the customer

Once the Homeowner is authenticated

proceed to "Updating Homeowner Information”

IF you are Talking with the SALES REP/INSTALLER

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If you notice that homeowner has already contacted us and the required information has been updated by support

then The

, inform the Sales Rep/Installer

will need to use the NCCO Feature and generate a No Cost Change Order

IF the contract Has already been Signed (By Anyone)

Image RemovedInform the Sales Rep/Installer

about the changes made, and Stop

If no changes have been made; Inform them that the Homeowner must contact

us

Support Directly by using the same phone number we have on record

for proper authentication and to update the necessary information

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

Note
Reminder: we will ONLY be able to update this information IF the Data is required to match the customer’s TITLE information.

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

noteAgents will

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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 the Sales Rep is with the homeowner and hands them the phone, but they are using a different number, agents should authenticate the homeowner with the 4-digit Code Procedure.

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

IF the contract Has already been Signed (By Anyone)

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Advise the Sales Rep/Installer about the following:

IF CONTRACT HAS BEEN SIGNED

Expand

title	CLICK HERE

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Once the Homeowner contact us we will be able to 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

HOWEVER: If the EMAIL ADDRESS needs to be changed and the contract has been signed

and the Email address needs to be changed or a cosigner needs to be added: The

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

Note
Once the required information has been updated by support then

The

the Sales Rep/Installer will need to use the NCCO Feature and generate a No Cost Change Order

IF CONTRACT IS NOT SIGNED

Expand

title	CLICK HERE

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Info
Once the Homeowner contact us we will need to Void the Contract (Not the workflow) first to update the legal contact information

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NOTE: If the Sales Rep/Installer is with the Homeowner and handing the phone to them, but the call is from a different number than the one we have on file:

Follow the4-Digit Code Procedure to Authenticate the customer

Once the Homeowner is authenticated

proceed to "Updating Homeowner Information”

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Updading Homeowner Information:

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All signers of the Agreement must match their respective Credit and Title Legal contacts

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DocuSign signatures must match legal contact names (Each Signer must use their own DocuSign Signature, Otherwise, the document will be rejected)

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Any New phone number or email must NOT be linked to another existing account in SalesForce

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IF the information matches another active account stop the process and redirect the Homeowner to the Installer

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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

...

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

...

, or co-signer needs to be added).

...

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If the Contract has NOT been Signed; Support must Void the existing contract first and then update the information required

Once the Update is completed, redirect the Homeowner to the Sales Representative/Installer for Contract reprocessing

...

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If the Contract has Already been signed: Agents will be able to update the information ONLY if the Data is required to match the customer’s TITLE information.

HOWEVER 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

...

Step	Action
1	Acess the Qualification Phase in the system	Image Added
2	Navigate to Review Name and Address Information Select the “Name & Address” Tab	Image Added

InfoHere under “Legal Names” you will be able

3	Click Edit 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

details, ensuring they match the legal title records

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

Image Removed

Image Added
4	Once

the Credit Legal Information has been

updated,

The contract, or Change Order, can be resent by the Sales Rep/Installer for Signatures

the sales rep/installer must resend the contract or change order for signatures. So, if you're speaking with the Homeowner, redirect them to their Sales Representative or Installer.

...

4 Digit Code Procedure:

Info
This step is required only if you're speaking with the Homeowner from a different number than the one on record and authentication is needed

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 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

continue with the

update required

process (Click Here to follow process)

5

Note
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)

Version	Old Version 40	New Version Current
Changes made by	Rafael Gonzalez	Rafael Gonzalez
Saved on	Sept 11, 2024	Feb 14, 2025

Versions Compared

Key

Table Of Content:

Process:

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

3

Verification Process:

4

Updading Homeowner Information:

How to update the Legal Contact Information in Engine:

1

2

3

4

4 Digit Code Procedure:

1

2

3

4

5

Content Comparison

Versions Compared

Key

Table Of Content:

Process:

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

3

Verification Process:

4

Updading Homeowner Information:

How to update the Legal Contact Information in Engine:

1

2

3

4

4 Digit Code Procedure:

1

2

3

4

5