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

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

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

Cancellation Requests can be accepted in Spanish.

Even If the contract was generated in English, the cancellation request can still be made in Spanish.

Process:

Table of contents:

How to Handle a Cancellation request coming through a CXone Email

How to handle a cancellation request coming through a CXone Email:

Event

Action

Reference

When the E-Mail is received in CXone you must

Open the attachment and take note of the Contract ID number.

It Can be found at the top right corner of the agreement.

Look the customer up in Sales Force to validate the Job Status

After validating the current job status follow the steps based on the Product Model:

Regular Products [M1,M2 and M3 Only]

Milestone	IF	Then	Reference
M1	M1 has been approved	Go to M2 Step
	M1 has NOT been approved	Validate if the Milestone is under “Pending Review” Status If it is NOT under “Pending Review” then go to Step 3
		If it is under “Pending Review” then click on “Reject All” and then click on “Submit Review”
		Click on the “Cancel Workflow” Button Remember: Cancel ONLY if the HO has sent the written statement
		Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation
		Notify the Installer, Sales Rep and Homeowner by elevating to Email	(Click here to see how)
M2	System Photos have been uploaded	The job CANNOT be canceled Elevate to Email through CXone by using the Homeowner’s Email Address and using the Quick Reply “Cancel-Unable HO”

	System Photos have NOT been uploaded	Cancel the Workflow by clicking on the “Cancel Workflow” Button Remember: Cancel ONLY if the HO has sent the written statement
		Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation
		Notify the Installer, Sales Rep and Homeowner by elevating to Email	(Click here to see how)
M3	Job is on M3	The job CANNOT be canceled Elevate to Email through CXone by using the Homeowner’s Email Address and using the Quick Reply “Cancel-Unable HO”

Direct Pay

Milestone	IF	Then	Reference
M1A	M1A has been Approved	Go to the M1B Step
	M1A has NOT been approved	Cancel The Workflow by clicking the “Cancel Workflow” Button Remember: Cancel ONLY if the HO has sent the written statement
		Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation
		Notify the Installer, Sales Rep and Homeowner by elevating to Email	(Click here to see how)
M1B	Invoice has been uploaded or Equipment has been ordered	Invoice will need to be paid IF DP approves the cancellation request; the job will be cancelled in M2 We will need to notify Deal Processing about the Cancellation Request (The Back Office Support team will be handling this communication with DP so Make sure to specify in the new case if the request is coming from HO, Sales Rep or Installer Create a New Case and Generate a Case Assignment for Deal Processing Re-assign Case to the Back Office Queue
	Invoice has NOT been uploaded or Equipment has NOT been ordered	Cancel the Workflow by clicking on the “Cancel Workflow” Button Remember: Cancel ONLY if the HO has sent the written statement
		Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation
		Notify the Installer, Sales Rep and Homeowner by elevating to Email	(Click here to see how)
M2 or M3	Job is on Direct Pay M2 or M3	The job CANNOT be canceled Elevate to Email through CXone by using the Homeowner’s Email Address and using the Quick Reply “Cancel-Unable HO”

Notifying the Installer, Sales Rep and Homeowner by elevating to Email - Procedure:

Every time that a contract is canceled we will need to notify the Involved parties about the cancellation

Step	Action	Reference
1	Create a New Email from CXone by clicking on the “New” button and Then select on “Email”
2	Select the “Email-Homeowner OB” Skill from the drop down menu and Then click on “Create”
3	Enter the Sales Rep and Installer’s Email address in the “To” box And add the Homeowner’s Email Address in the CC Field
4	The subject must be “Notice of Cancellation-(Customer’s name)”
3	Send the Quick reply named as “Cancel-Install Email”
4	Add the Homeowner’s Name and Agent’s Name in the Required Field and Click “Insert”. Then click on “Send”
5	Complete Disposition Note