Background: Support agents may receive requests from homeowners or installers to cancel an existing agreement or job

Homeowners are eligible to cancel at any time during M1. However, cancellations beyond M1 (once approved) can only be made within 10 business days from the contract signing, and must be completed by midnight on the 10th business day.

After M1 Approval:

If a cancellation request is made after M1 approval, the homeowner must do so within 10 business days from the signing of the contract, and the request must be submitted by midnight on the 10th business day.

Example:

If the contract was signed on Friday, December 1st, the 10th business day would be Monday, December 15th, assuming no holidays affect the business days.
The homeowner must submit their cancellation request by midnight on December 15th to be eligible
Any cancellation request made after the 10 business day period, beyond midnight on the 15th business day, will NOT be accepted.

To calculate 10 business days, start from a given date and count only the weekdays, excluding weekends and any public holidays. For example:

If you begin on a Monday, 10 business days would end on the Friday of the following week, which is 14 calendar days later.
If a public holiday, such as Independence Day or Christmas Day, falls within this period, do not count it as a business day. In this case, the 10th business day would extend to the next weekday, which would be Monday.

Once cancelled, the workflow enters “Cancel Pending” status for 14 business days. During this period, the workflow can be restored to an active state.

After 14 Business days, the workflow trasitions to a fully canceled status, triggering an automated cancellation notification email to the Homeowner. The workflow cannot be restored once fully cancelled

Process Overview:

Table of Content:

Eligibility for Cancellation

Navigate to the current Milestone in the Operations phase in Engine to determine eligibility.

Milestone	Eligible fo Cancel by support?	Special Actions
Beam/Concert Customers (Any Milestone)	No	Inform the customer we are unable to cancel
M1	Yes	Verify and Authenticate
M1A	Yes	Verify and Authenticate
M1B	No (Unless no more than 10 business days have passed since the signing of the contract)	Example If the contract was signed on Friday, 1st, the 10th business day would be Monday, 15th, assuming no holidays affect the business days. (If a public holiday, such as Independence Day or Christmas Day, falls within this period, do not count it as a business day) The homeowner must submit their cancellation request by midnight on Monday 15th to be eligible Any cancellation request made after the 10 business day period, beyond midnight on the 10th business day, will NOT be accepted.
M2
M3

Only jobs that are eligible for cancellation can be cancelled by a support agent (No Exceptions)

Verification and Authentication Procedure:

Support agents are only authorized to process eligible cancellation requests with the homeowner’s consent After Verification and Authentication

From the Homeowner:

CLICK HERE

Incoming Channel

Action

By Phone

From the Homeowner's phone number on record:
- Proceed with the cancellation request
NOT From the Homeowner’s phone number:
- Email a 4 digit verification code to the Homeowner’s Email on record
  - If the code is confirmed, proceed with the request.
  - If not; require a written cancellation request from the Email address on record

By Chat

Verify the Customer’s information matches the information on record
- If the information does Not match, follow the 4 digit code verification process

By Email

Homeowner must send an email from the Email Address on record to Support@myeverbright.com

By Postal Mail (Paper Cancellation)

Homeowner signed and dated copies of a cancellation notice or a Telegram

From Installer/Rep:

CLICK HERE

IF

Then

If the Installer has the Cancel Button Available on the Workflow:

Guide them to cancel by clicking the “Cancel Workflow” Button

If the Installer does not have the Cancel Button:

We will only accept installers/reps request to cancel on behalf of the homeowner with confirmation from the homeowner via either:
- An email from the homeowner’s email address on record
- OR using the 4-digit verification code

Cancellation Process:

Step	Action
1	Always verify the person making the request prior to providing information on a customer account
2	Determine if the job is eligible for cancellation	IF YES: Proceed to Step 3 IF NOT: Stop (The job cannot be cancelled)
3	Verify and authenticate the request is coming from the Homeowner Installer/Rep requests on behalf of the homeowner will only be processed after we receive the homeowner’s validated request.	IF YES: Proceed to Step 4 IF NOT: STOP, this job cannot be cancelled without the homeowner’s verified request
4	Is the job in “Cancel Pending” Status?	IF YES: Click “Reject All” and then “Submit Review” Then; go to step 5 IF NOT: Go to Step 5
5	Cancel the job in Engine	Click the cancel workflow button in OPS phase Choose a reason for cancellation: Homeowner Request Cancellation Milestone Aged Failed Qualification Product Change Requested Other
6	Update the homeowner’s record in Salesforce	Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation
7	Notify all contract signers, Installer & Homeowner	Create a new email in CXone, selecting the “Email-Homeowner OB” skill. Address the email to the homeowner and CC all contract signers (Including the Installer). Use the Quick Reply “Cancel-HO Email” template. Fill in homeowner’s name, agreement number, today’s date, and the restore date. Send the email and complete disposition notes.

4 Digit Code Process

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
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.
Return to process

Telegram Process

How to distinguish between Telegram and Mailed (Paper) Cancellation

Notice of Cancellation	Telegram

Step	Action
1	Is the job eligible for cancellation?	If YES: Proceed to step 2 If NO: STOP, this job cannot be cancelled
2	Confirm the Cancellation request is coming from a Telegram Download the Attached Document
3	On your PC, open “Documents” Locate the downloaded document and open the file (It should open automatically with Adobe Acrobat Reader as a PDF)	Do NOT open the file from the Browser
4	Once in PDF; Click on “Fill & Sign”
5	Click on “Add Signature”
6	Type “Kristi Traugh” as the name on the new signature DO NOT add your Name Then click on “Apply”
7	Add the signature created into the “Signature of Receiving Attendant” Field and click to paste it
8	Once the signature has been added, hover your mouse over each of the following fields and click to add the signature box in the corresponding area
9	Type the following information: Print Name of Receiving Party Attendant: Kristi Traugh Position or Relationship of Receiving Attendant: Senior Mgr Special Projects Date: Type the Current Date Additional Comments: The contract has been cancelled on (Add the date of cancellation) Save the file
10	Reply to the email making sure that the Telegram’s Email Address and the correct Recipients are in there: Recipients (Contract Signers): To: Operations@americantelegram.com CC: Include the Homeowner’s Email and the rest of contract signers in the CC field
11	Return to Process and complete cancellation of the job in Engine

Guiding the installer to the cancel workflow button

Step	IF	Then
1	The Installer HAS the “Cancel Workflow” Button available in the Engine Platform from the Operations Phase	Guide the Installer to cancel the workflow by clicking the “Cancel Workflow” button
1		The installer must choose a reason from the dropdown menu for the cancellation Homeowner Request Cancellation Failed Qualification Product Change Requested Other
2	The Installer does NOT have the “Cancel Workflow” button available in Engine	We can process the request from the homeowner on eligible jobs with either: An email from the homeowner’s email address on record OR using the 4-digit verification code
Return to Process

Contract Cancellation Requests