How many different pathways can a cancellation come from?
3 - Deals Processing, Installer, Homeowner
Do we do cancellations in M1?
Yes
Do we do cancellations in M2?
Only if Installations have not started
Do we do cancellations in M3?
No
If a homeowner requests a cancellation....
Notify Deals Processing, Notify the Installer, Request Cancellation to be in writing/email
If the request came from the homeowner and M1 is already approved what do we tell the homeowner?
Thank you for letting us know you’d like to cancel your agreement. We’ve notated your account and will communicate with your installer. They will reach out to you for the next steps. Best (your name)
If the request came from the homeowner and M1 is not approved, what do we tell the installer?
(Homeowner name) has advised EverBright that they’d like to proceed with cancellation. We’ve approved the request. Thank you!
If the cancellation request came in from an installer, what do you do?
Create a Linked Ticket to reach out to the homeowner letting them know "(Installer’s name) has advised EverBright that you’d like to cancel your EverBright agreement. We’ve approved the request, however, please reach out to us ASAP if this request was sent in error and you’d like to proceed with your system. Thank you!"
If the cancellation request came in from DP (Deals Processing), who do you notify?
Installer, Homeowner
If the cancellation request came in from DP (deals processing), what do you send to the installer?
Hello, We are contacting you to inform you that the contract for [homeowner’s name and job address] was canceled [insert comments from DP]. The homeowner has been informed, as well. Regards,