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

Please take note that if Homeowner is contacting us requesting for an update on a cancellation email they have sent but you are not able to locate that email; as soon as they are calling from the same phone number on record you will be able to proceed with the cancellation by following the (From the Homeowner Procedure)

  • IF It is NOT coming from the same Number on record:

    1. Proceed with the 4 Digit Verification Code (Customer MUST confirm during the call)

    2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

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 emailed to the homeowner and the workflow will NOT be able to be restored

PROCESS:

IS THE REQUEST COMING FROM:

4 DIGIT CODE PROCEDURE:

From Homeowner:

Remember: If the HO is calling from the same number on record, we DON'T need a written statement

  • If the HO is requesting cancellation through Chat we need to confirm that the 3 forms of authentication Matches the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code (Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

Regular Products [M1,M2 and M3 Only]

Milestone

IF

Then

Reference

M1

  • M1 has been approved

  • Go to M2 Step

image-20240530-144808.png

  • M1 has NOT been approved

  1. Validate if the Milestone is under “Pending Review” Status

If it is NOT under “Pending Review” then go to Step 3

image-20240530-145352.png

  1. If it is under “Pending Review” then click on “Reject All” and then click on “Submit Review”

image-20231010-203353.png

  1. Click on the “Cancel Workflow” Button

image-20230726-141900.png

Remember:

  • If the HO is calling from the same number on record, we DON'T need a written statement.

  • If the HO is requesting cancellation through Chat, we need to confirm that the 3 forms of authentication match the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code (Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with your Initials and the reason of cancellation

image-20240603-144912.png

  1. 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

If there is a VALID suspected error on the part of EverBright or the installer regarding the contract, or if the homeowner is deceased and no one can take over the contract,  gather as much information as possible from the customer’s job:

  • Check in SalesForce with the HO’s Name if there is an existing case being worked by a Resolution Lead related with this concern:

If YES; then

  • Access the existing case and leave an internal note tagging the Assigned Resolution Lead within the Feed Field:

 REFERENCE IMAGE
image-20240621-173444.png

If NOT;

  • System Photos have NOT been uploaded

  1. Cancel the Workflow by clicking on the “Cancel Workflow” Button

image-20230726-141900.png

Remember:

  • If the HO is calling from the same number on record we DONT need a written statement .

  • If the HO is requesting cancellation through Chat, we need to confirm that the 3 forms of authentication Match the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code (Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation

image-20240603-144912.png

  1. 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

If there is a VALID suspected error on the part of EverBright or the installer regarding the contract, or if the homeowner is deceased and no one can take over the contract,  gather as much information as possible from the customer’s job:

  • Check in SalesForce with the HO’s Name if there is an existing Email received by the Homeowner.

If YES; then

  • Access the existing case and leave an internal note tagging the Assigned Resolution Lead within the Feed Field:

 REFERENCE IMAGE
image-20240621-173444.png

If NOT;

Direct Pay

Remember: If the HO is calling from the same number on record we DON,T need a written statement

  • If the HO is requesting cancellation through Chat we need to confirm that the 3 forms of authentication Matches the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code (Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

Milestone

IF

Then

Reference

M1A

  • M1A has been Approved

  • Go to the M1B Step

  • M1A has NOT been approved

  1. Cancel The Workflow by clicking the “Cancel Workflow” Button

image-20240530-150707.pngimage-20230726-141900.png

Remember:

  • If the HO is calling from the same number on record, we DONT need a written statement.

  • If the HO is requesting cancellation through Chat we need to confirm that the 3 forms of authentication Matches the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code (Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with your Initials and the reason of cancellation

image-20240603-144912.png

  1. 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

  1. Create a New Case

    1. Request Type - Account Management - Cancellation

    2. Case Description

      1. Detailed information regarding the cancel request

  2. Generate a Case Assignment for Deal Processing

  3. Re-assign Case to the Back Office Queue

  • Invoice has NOT been uploaded or Equipment has NOT been ordered

  1. Cancel the Workflow by clicking on the “Cancel Workflow” Button

image-20240530-151936.pngimage-20230726-141900.png

Remember:

  • If the HO is calling from the same number on record we DONT need a written statement .

  • If the HO is requesting cancellation through Chat we need to confirm that the 3 forms of authentication Matches the Chat Box to proceed without requesting additional Written Statement

IF It is NOT coming from the same Number on record:

  1. Proceed with the 4 Digit Verification Code (Customer MUST confirm during the call)

  2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation

image-20240603-144912.png

  1. 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

If there is a VALID suspected error on the part of EverBright or the installer regarding the contract, or if the homeowner is deceased and no one can take over the contract,  gather as much information as possible from the customer’s job:

  • Check in SalesForce with the HO’s Name if there is an existing Email received by the Homeowner.

If YES; then

  • Access the existing case and leave an internal note tagging the Assigned Resolution Lead within the Feed Field:

 REFERENCE IMAGE
image-20240621-173444.png

If NOT;

From the Sales Representative:

IF

Then

  • We have received the Homeowner’s written cancellation request

We have NOT received the Homeowner’s written cancellation request

Sales Reps no longer has the option to cancel in Engine from their end.

  • We have 2 options at this point:

  1. Written Notice of cancellation from the Homeowner

Do NOT mention to the sales rep that we allow cancellations through phone calls

  1. Sales Representative can be redirected to their Installer Organization so IF they have the “Cancel Workflow” Button available they can cancel from their end

From the Installer:

Does the Installer have the “Cancel Workflow” Button?

IF

Then

Reference

  • The Installer HAS the “Cancel Workflow” Button available in the Engine Platform from the Operations Phase

  1. Guide the Installer to cancel the workflow by clicking the “Cancel Workflow” button

image-20230726-141900.png

  1. The installer must choose a reason from the dropdown menu for the cancellation

  • Homeowner Request

  • Cancellation

  • Milestone Aged

  • Failed Qualification

  • Product Change

  • Requested

  • Other

  • The Installer does NOT have the “Cancel Workflow” button available in Engine

  • Explain to the Installer that a written cancellation request is required from the Homeowner

Do NOT mention to the Installer that we allow cancellations through phone calls

If the Installer is contacting us on behalf of the HO stating that the Homeowner have sent an email requesting cancellation; advice them to wait between 24-48 hours for a resolution

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 Contract Signers 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

  • When sending a cancellation notification email, please follow these guidelines:

    1. Recipients (Contract Signers):

      • To: Address the email to the Homeowner or Homeowners involved.

      • CC: Include the rest of contract signers in the CC field.

If the installer (contractor) is the only signer and the sales rep is not, only CC the installer. On the other hand; if the sales rep is the only signer and the installer is not, only CC the sales rep.

If both (Sales Rep and the Installer) are signers; Then CC both individuals

The following image of the contract phase can help you identify who the contract signers are:

image-20240827-200214.png

4

  • The subject must be “Notice of Cancellation-(Customer’s name)”

3

  • Send the Quick reply named as “Cancel-HO Email”

image-20240802-214436.png

4

  • Add the following:

    • Homeowner’s Name

    • Agreement Number

    • Today’s Date

    • Restore date displayed in Engine

    • Agent’s Name in the Required Field and Click “Insert”. Then click on “Send”

image-20240802-214636.png

5

  • Complete Disposition Note

4 Digit Code Procedure

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-20240605-145249.png

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 with cancelling the job.

5

If the customer does not receive the email, or is unable to confirm the code, they will need to submit their request by emailing support@myeverbright.com from the email address on file.

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