Contract Cancellation Requests

Only jobs that are eligible for cancellation, can be cancelled by a support agent. No exceptions.

Milestone

Eligible for 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 - Invoice not uploaded

Yes

• Verify and Authenticate

M1B - Invoice uploaded

No

• Inform the customer that we unable to cancel the job, because equipment has been ordered. We will submit the request to our deal processing team for approval.

• Create a New Case

  • Request Type - Account Management - Cancellation

  • Case Description

    • Cancellation request - M1B with invoice uploaded

• Generate a Case Assignment for Deal Processing

  • Referral notes

    • Cancellation request - M1B with invoice uploaded

M2 - system photos NOT uploaded

Yes

• Verify and Authenticate

M2 - system photos uploaded

No

• Inform the customer we are unable to cancel

  • If determined to be an escalation, create a case per SOP

M3

No

Support agents are only authorized to process eligible cancellation requests with the homeowner’s consent after verification and authentication.

From the Homeowner

• 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 homeowner successfully confirms the code during the call, proceed with the cancellation.

      • If unable to verify the code, the homeowner must submit a written cancellation request to support@myeverbright.com from the email address on record

• By Chat

  • Verify the customer’s information matches the information on record

    • Use the 4-digit verification code procedure if the information does not match

    • If unable to verify the code, the homeowner must submit a written cancellation request to support@myeverbright.com from the email address on record

• By Email

  • Homeowner must send an email from the email address on record to support@myeverbright.com.

• By Postal Mail (Paper Cancellations):

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

    • Copies are scanned and emailed to the internal support email to be processed.

From Installer/Rep

• If the installer has the cancel button available on the workflow, the agent can guide them to cancel.

• 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

Determine if the job is eligible for cancellation

If YES: Proceed to step 2

If NO:

STOP, this job cannot be cancelled

Verify and authenticate the request is coming from the homeowner

By phone:

• Verify if the call is from homeowner’s phone number on record.

  • Use the 4-digit verification code procedure if the number differs.

By chat:

• Verify the customer’s information matches the information on record

  • Use the 4-digit verification code procedure if the information does not match

By email:

• Direct from homeowner

  • Ensure the request is from the homeowner’s email address on record.

• Mailed notice of cancellation

  • Confirm notice of cancellation

• Telegram

  • Follow this process

Is the homeowner request verified?

If YES:

Proceed to step 3

If NO:

STOP, this job cannot be cancelled without the homeowner’s verified request

Is the job in ‘Cancel Pending’ status?

If YES:

• Click on “Reject All” and then click on “Submit Review”

 Reference Images

• Proceed to the next step

If NO:

Proceed to the next Step

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

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

Notify all contract signers

1. Create a new email in CXone, selecting the “Email-Homeowner OB” skill.

2. Address the email to the homeowner and CC all contract signers.

3. Use the Quick Reply “Cancel-HO Email” template.

4. Fill in homeowner’s name, agreement number, today’s date, and the restore date.

5. Send the email and complete disposition notes.

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

Enter any random four-digit number into the quick reply

Confirm with the customer that they receive the email and ask them to read back the 4 digit code.

If the customer is able to confirm the code, proceed with cancelling the job.

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

• Notice of Cancellation

  • The customer's contract ID is in the top right corner of the Notice

Notice of Cancellation

• Telegram

• 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

• The installer must choose a reason from the dropdown menu for the cancellation

  • Homeowner Request

  • Cancellation

  • Failed Qualification

  • Product Change

  • Requested

  • Other

• 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

• Is the job eligible for cancellation?

If YES: Proceed to step 2

If NO:

STOP, this job cannot be cancelled

• Confirm the Cancellation request is coming from a Telegram

• Download the Attached Document

• On your PC, open “Documents”

• Locate the downloaded document and open the file (It should open automatically with Adobe Acrobat Reader as a PDF)

• Once in PDF; Click on “Fill & Sign”

• Click on “Add Signature”

• Type “Kristi Traugh” as the name on the new signature

• Then click on “Apply”

• Add the signature created into the “Signature of Receiving Attendant” Field and click to paste it

• 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

• Type the following information:

• Save the file

• 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

• Return to Process and complete cancellation of the job in Engine