Effective Immediately: A new development feature has been implemented to enhance the security of our legal contact information. With this update, external users will NO longer be able to edit any legal contact details from the Qualification Phase

This means that Sales Representatives and Installers will NO longer be able to update any legal information from their end

Background: Support has the ability to update the homeowner’s legal contact information in the platform. (only if specific requirements are followed)

This may be needed if the Homeowner’s information does not match what is currently on the title, which would result in a rejection by Deal Processing

All signers of the agreement must exactly match their respective credit and title legal contacts.

DocuSign signature must match legal contact names.

NOTE: Each signer must select and use their own DocuSign signature, or the document will be rejected.

Support Agents can ONLY update the information in the CREDIT section. DO NOT update any information in the TITLE section

Table Of Content:

Process:

IMPORTANT NOTE: If the contract has been signed and the EMAIL ADDRESS needs to be changed or a cosigner needs to be added:

The workflow in Engine will need to be canceled (If cancellation is applicable) and new contract generated

If the contract has NOT been signed:

The sales Representatives/Installers or any other External EverBright User will NOT be able to update the Email Address from their end. (Please reference the process below)

What to do if support receives a request to update the customer’s legal Information?

Step	Action
1	If the request is coming from the Homeowner	Go to step 4
2	If the request is coming from the Sales Rep/Installer	Go to Step 3
3	REQUEST COMING FROM THE SALES REP/INSTALLER
	Validate if the contact information required by the Sales Rep/Installer can be modified	Any of the Following CAN be updated: Legal Name Address / Unit Number Phone Number Legal Name and Address MUST match the Legal Title Information
	IF the contract has NOT been Signed by any parties	Please inform the Sales Rep/Installer that for proper authentication and to update the necessary information the homeowner must contact us by: Using the same phone number we have on record IF the Phone number is what needs to be updated then the homeowner must contact us through Email by using the same Email address on record If Sales Rep/Installer is next to the Homeowner and they are just handing the phone to the Homeowner (Go to Step 4) If the homeowner has already contacted us and the required information has been updated by support, inform the Sales Rep/Installer about the changes made.
	IF the contract Has already been Signed (By Anyone)	Please inform the Sales Rep/Installer that for proper authentication and to update the necessary information the homeowner must contact us by: Using the same phone number we have on record IF the Phone number is what needs to be updated then the homeowner must contact us through Email by using the same Email address on record If Sales Rep/Installer is next to the Homeowner and they are just handing the phone to the Homeowner (Go to Step 4) If the HO have contacted us already and the required information has been updated by support then The Sales Rep/Installer will need to use the NCCO Feature and generate a No Cost Change Order
4	REQUEST COMING FROM HOMEOWNER
	We will only accept requests coming from the Homeowner if they are contacting us through phone with the same phone number on record	IF the Phone number is what needs to be updated then the homeowner must contact us through Email by using the same Email address on record agents should authenticate the homeowner with the 4-digit Code Procedure IF: The Sales Rep/Installer is with the homeowner, hands them the phone, and used a different number to contact us. The homeowner is calling us directly from a phone number different from the one we have on record.
	Validate if the contact information required can be modified	Any of the Following CAN be updated: Legal Name Address / Unit Number Phone Number Legal Name and Address MUST match the Legal Title Information
	If it is applicable for an update then	Confirm if the contract has been or not signed
	IF the contract has NOT been Signed by any parties	Support can Void the Contract and update the legal contact information If the email or phone number needs to be updated please confirm first within sales force that the new data is not related with another existing account If it is related with a different and existing account stop and redirect the HO with the Installer Once the required information has been updated by support then redirect the Homeowner with The Sales Rep/Installer
	IF the contract Has already been Signed (By Anyone)	Agents will update the contact information (If applicable) ONLY if the Data is required to match the customer’s TITLE information. The information MUST match the Title. (This is the ONLY exception). REMEMBER: If the contract has been signed and the Email address needs to be changed or a cosigner needs to be added: The workflow in Engine will need to be canceled and contract generated NCCO will not be applicable to update the Email Address Once the required information has been updated by support then The Sales Rep/Installer will need to use the NCCO Feature and generate a No Cost Change Order
Once the update has been made they DONT need to re-run credit (Unless there is a valid reason to re-run the process according to current Credit Qualification Procedures (e.g., if the credit has expired). )

How to update the Legal Contact Information in Engine:

Remember: Support can ONLY update the information in the CREDIT section. DO NOT update any information in the TITLE section

Step	Action	Reference
1	Navigate to the “Qualification” Phase
2	Click on “Review Name & Address Information” and then Click over the “Name & Address” Tab Here under “Legal Names” you will be able to update the Name, Phone Number Email Address and under “Legal Address” you will be able to update the Main Address/Unit”
3	Once you clicked on “Name & Address” you can click on the “Edit” Button and Edit the information so that it matches exactly the Legal Information in the Title Support can ONLY update the information in the CREDIT section. DO NOT update any information in the TITLE section
4	Once the Credit Legal Information has been updated, The contract, or Change Order, can be resent by the Sales Rep/Installer for Signatures

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
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 the update required (Click Here to follow process)
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 us from the email address on file, Or contacting us from the phone number on record (If applicable)

Updating Homeowner Information (Engine)

Table Of Content:

Process:

What to do if support receives a request to update the customer’s legal Information?

3

4

How to update the Legal Contact Information in Engine:

4 Digit Code Procedure: