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

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:

From Homeowner:

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

Remember: Cancel ONLY if the HO has sent the written statement

image-20230726-141900.png

  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 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 about the contract, gather as much information as possible from the customer’s job:

  • Check JIRA to confirm if there is an existing email received by the HO.

  • If YES; then add an internal note tagging a Lead Resolution

  • If NO; then you must attempt to warm transfer the customer to a Resolution Specialist

  • System Photos have NOT been uploaded

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

Remember: Cancel ONLY if the HO has sent the written statement

image-20230726-141900.png

  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 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 about the contract, gather as much information as possible from the customer’s job:

  • Check JIRA to confirm if there is an existing email received by the HO.

  • If YES; then add an internal note tagging a Lead Resolution

  • If NO; then you must attempt to warm transfer the customer to a Resolution Specialist

Direct Pay

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

Remember: Cancel ONLY if the HO has sent the written statement

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

  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 by elevating to Email

(Click here to see how)

M1B

  • Invoice has been uploaded or Equipment has been ordered

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 elevated email if the request is coming from HO, Sales Rep or Installer

Invoice will need to be paid

IF DP approves the cancellation request; the job will be cancelled in M2

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

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

Remember: Cancel ONLY if the HO has sent the written statement

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

  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 by elevating to Email

(Click here to see how)

M2 or M3

  • Job is on Direct Pay M2 or M3

  • Job CANNOT be Canceled

If there is a VALID suspected error on the part of EverBright or the Installer about the contract, gather as much information as possible from the customer’s job:

  • Check JIRA to confirm if there is an existing email received by the HO.

  • If YES; then add an internal note tagging a Lead Resolution

  • If NO; then you must attempt to warm transfer the customer to a Resolution Specialist

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

  • We have 2 options at this point:

  1. Written Notice of cancellation from the Homeowner

  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

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

If we have received already a written cancellation request from the Homeowner. Please follow the “From the Homeowner” Procedure (Click Here)

Notifying the Installer - Procedure:

Every time that a contract is canceled we will need to notify the Installer about the cancellation

Step

Action

Reference

1

  • Create a New Email from CXone by clicking on the “New” button and Then select on “Email”

image-20240605-145249.png

2

  • Select the “Email-Homeowner OB” Skill from the drop down menu and Then click on “Create”

image-20240605-145035.png

3

  • Enter the Installer’s Email address in the “To” box

image-20240605-151418.png

4

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

image-20240605-150226.png

3

  • Send the Quick reply named as “Paper Cancellation”

image-20240605-151836.png

image-20240605-151711.png

4

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

image-20240315-221940.png

image-20240605-151031.png

5

  • Complete Disposition Note

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