This cancellation typically occurs when the Credit Application has expired or been declined and is linked to the project’s Milestone Deadline. The milestone credit application expires after 90 days.

You Must first Check for the Credit Stauts:

• Navigate to the Qualification Phase of the Project in Engine

• Check the Credit Status for the specific product (e.g. PPA Plus)

• Click on the “Credit' tab to review the Credit Status and Expiration Date

If the Expiration Date has Passed:

Re-run the credit and create a new contract

If the Status Shows “Declined”:

The Homeowner should receive an email detaling the rason for the credit decline

This cancellation occurs when the milestone deadline has elapsed, which is set at 180 days from the credit application date.

Check Milestone Deadline

• If the Milestone Deadline has passed, the project Cannot be restored

• They will need to Re-run credit and create a new Contract

If the Installer is looking to extend the Milestone Deadline

• Refer to the “What to do if an Installer is seeking extension for a Milestone” SOP

This reason occurs when the homeowner decides to cancel the job, and the cancellation is based on eligibility.

If the homeowner wants to restore the project, follow the Restoring SOP

This cancellation reason occurs when the project fails due to issues like property type, title problems, or compliance issues.

Property Eligibility:

• Review if the property is listed as Ineligible in the “Property Eligibility” SOP

Title Issues:

• Check for any Title Rejection Notes in Engine (Title Stips)

Compliance Issues:

• Review the Homeowner’s Account in Salesforce for any rejection or compliance cases

This reason occurs when either the homeowner or installer decides to opt for a different product

Verify the Product Change:

• Check the original quoted product in the cancelled job

• Confirm with the customer the new product they wish to quote

If the customer opts for a different product, Re-quote and create a New Contract to move forward

Sometimes, you may encounter cancellations for reasons other than those listed above. These may be due to internal processes, such as deficiency utility bills or compliance issues

Check Engine Notes:

• Always refer to the Engine Notes to understand the specific cancellation reason

Utility Bill Delinquency:

• If the Cancellation is due to Delinquent Utility Bill, check for the past due balance on the utility Bill

• Once the Utility Bill is fully paid a new Workflow can be created and the updated utility bill uploaded to proceed

Compliance Issues:

• If the reason is related to compliance, search Salesforce for any related cases