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We CANNOT update or change the Email address on record under any circumstance.

If the email address is incorrect or a cosigner is added, the workflow will need to be canceled and contract regenerated

If the contract has NOT been signed; then the Sales Representative/Installer will be able to update the Email Address from their end by simply

  1. voiding the contract

  2. updating the correct email on the Qualification Phase

  3. sending the correct contract with the updated information.

Background:

AFTER credit is run and BEFORE the contract is signed, support has the ability to update the homeowner’s legal contact information in the platform.

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

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

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

Process:

What to do if support receives a request to update the legal information of the customer:

Step

Action

Reference

1

Any of the Following can be updated:

  • Legal Name

  • Address / Unit Number

  • Phone Number

Legal Name and Address MUST match the Title

2

Navigate to the “Contract” Phase:

IF The contract has NOT been signed by any parties; support can void the Contract and update the legal contact information

The status will either be “Not Started” or “Sent”

IF the contract Has already been Signed (By Anyone); The Sales Rep/Installer will need to use the NCCO Feature

NCCO Feature:

AFTER a contract has been signed, a No Cost Change Order (NCCO) can be used to update a customer’s contact information Without the need to cancel the contract :

Support Agents are able to update contact information on behalf of a Rep while they are performing a NCCO, ONLY if the Data is required to match the customer’s TITLE information.

  • The information MUST match the Title. (This is the ONLY exception).

Please refer to the following Document for extended details on NCCO: (Click Here)

How to update the Legal Contact Information:

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

Step

Action

Reference

1

Navigate to the “Qualification” Phase

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2

Click on “Review Name & Address Information” and then Click over the “Name & Address” Tab

Here under “Legal Names” you will be able to update the Name, Phone Number Email Address and under “Legal Address” you will be able to update the Main Address/Unit”

Remember: Email Address Cannot be Updated: If the Email needs to be updated the installer will need to cancel the workflow (If applicable) and create a new contract by using the correct Email address information

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image-20240614-203808.png

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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

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

4

Once the Credit Legal Information has been updated, The contract can be resent for Signatures

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