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Background: A Homeowner or Installer requests to restore or reinstate a Workflow that has been canceled.

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 it is required to receive a Written Request from the HO via Email at (Support@myeverbright.com)

Process:

Where is the Restore request coming from?

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

  • The job has been cancelled more than 14 business days ago

  • A new contract will have to be signed

Deal Processing will NOT restore workflows after 14 business days of canceled

  • Red Banner will only show that it was canceled

image-20240604-141825.png

  • Job still within the 14 business days of grace time

  • Elevate to Email from CXone at (support@myeverbright.com)

(Click Here to see how)

  • The Red Banner will show the restore workflow timeframe

image-20240604-141139.png

Add in the Email the:

  • Homeowner’s Email Address

  • Installer’s Org Name

  • Homeowner’s Property Address

  • Job Link (Engine Link)

  • Add a note stating that this request is coming from the Homeowner

We have NOT received a written confirmation from the HO to reinstate the agreement

IF

Then

  • We have not received a written confirmation from the Homeowner to reinstate the agreement

  • Ask the customer to send a confirmation Email at (Support@myeverbright.com) from the same Email on record

Before asking them to send the email; please check if they are within the 14 days or not.

NOTE: If Homeowner is struggling on sending an email; Agent can also elevate to email from CXone to the HO requesting confirmation

  • If you need to send an email to the HO requesting confirmation you can use the following Script:

Hello (Homeowner’s Name)

Based on our recent (Phone/Chat) Interaction. Please kindly reply this email to confirm if you would like to reinstate your Everbright Agreement with (Installer Org Name)

Thanks

(Agent’s Name)

From the Sales Representative / Installer:

We Have received a written confirmation from the HO to reinstate the agreement

IF

Then

Reference

  • Job has been cancelled more than 14 business days ago

  • New contract will have to be signed

Deal Processing will NOT restore workflows after 14 business days of cancelled

  • Red Banner will only show that it was canceled

image-20240604-141825.png

  • Job still within the 14 business days of grace time

  • Reply to the Sales Rep/Installer by using the following script:

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)

  • Red Banner will show the restore workflow timeframe

image-20240604-141139.png

Add in the Email the:

  • Homeowner’s Email Address

  • Installer’s Org Name

  • Homeowner’s Property Address

  • Job Link (Engine Link)

  • Add a note stating that this request is coming from the Sales Rep / Installer

We have NOT received a written confirmation from the HO to reinstate the agreement

IF

Then

  • We have not received a written confirmation from the Homeowner to reinstate the agreement

  • Explain to the Sales Rep/Installer that the HO will need to send us a written restore request at (Support@myeverbright.com) from the same Email on record

Before asking them to send the email; please check if they are within the 14 business days or not.

Also: If Rep is telling us that the Homeowner is struggling on sending an email; Agent can also elevate to email from CXone to the HO requesting confirmation

  • If you need to send an email to the HO requesting confirmation you can use the following Script:

Hello (Homeowner’s Name)

We’ve been told by (Installer’s Org Name) that you would like to proceed with their contract.

Please kindly reply this email to confirm if you would like to reinstate your Everbright Agreement with (Installer Org Name) or not

Thanks

(Agent’s Name)

AGREEMENT RESTORE PROCESS (JIRA Ticket - For Back Office Only)

IS THE REQUEST COMING FROM:

From the Homeowner:

Action

Reference

  1. Make sure the request is coming from the same Email address on record.

This can be confirmed by checking in Sales-Force

image-20240605-154526.png

  1. If it is NOT coming from the same Email address on record reply to the customer:

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)

  1. If IT IS coming from the same Email address on record; verify if the job still within the 14 business days for restoring or not

image-20240604-141825.png
image-20240604-141139.png

  1. If it still within the 14 business days: Update the ticket status to “Waiting for Deal Processing”

This will create a duplicate ticket in the DP queue and Deal Processing will process the request.

image-20240604-174851.png

  1. If the 14 business days passed: reply to the customer and then; 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 the 14 Business Days or not

image-20240604-141825.png
image-20240604-141139.png

If It still within the 14 business days:

  1. Reply to the Sales Rep/Installer by using the following script:

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)

  1. 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

  1. Reply to the HO by saying:

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 follow the “From the Homeowner” Procedure

(Click Here)

If we are OUT of the 14 business days:

  • Reply to the Rep by saying:

Hello

Thank you for reaching out to EverBright.

Unfortunately the grace time 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)

  • Close the ticket

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Related Articles:

Cancellation Request Process

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