Homeowner request for a copy of signed contract

1

• Has the contract been signed by all parties?

  • If yes, proceed to Step 2

  • If no, proceed to Step 5

2

• Is the contract canceled?

  • If yes, follow the steps in the table for Request for a copy of a canceled contract and Stop

  • If no, proceed to Step 3

3

• Advise the customer the contract could be viewed on their MyEverBright Homeowner Portal. Is the customer satisfied with this option?

  • If yes, proceed to Step 6

  • If no, proceed to Step 4

4

• Does the customer agree with sending electronically through DocuSign to the email address in the Engine Platform?

  • If yes (electronic copy), follow the steps in the table for Sending a signed contract through DocuSign and proceed to Step 6

  • If no (physical mail copy), follow the steps in the table for Sending a signed contract through physical mail and proceed to Step 6

5

• If the contract has not been signed, advise the customer and proceed to Step 6:

Your contract has not been signed. Once your contract is complete and signed, we will be able to provide you a copy electronically or by mail.

6

• Was the customer’s concern(s) resolved?

• If yes, enter disposition notations and Stop

• If no, follow the appropriate SOP based on their additional concern(s)

1

• Log in to DocuSign using your credentials

2

• Click “Agreements” from the top banner

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3

• Click “Shared Access” then “Shared Envelopes” from the menu on the left-hand side. Then click “Select User”

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4

• Click the “EverBright Financing” Option. Then click the “Select” button.

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5

• You are now in the EverBright Financing ‘Envelopes’ - this is where the documents from the platform are sent from. Click “Sent” from the menu on the left-hand side.

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6

Search in the search bar for the homeowner’s name. Then, select the carrot menu to the right of the command. Click “Forward”.

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7

Enter in the homeowner’s name and email (this can be found in the Contact phase of the project if needed). Click “Send” in the bottom right corner.

1

• Advise the homeowner that it will take approximately 5-7 business days to receive it by mail:

  • If the customer agrees with timeframe, proceed to Step 2

  • If the customer DOESN’T agree with timeframe or DOESN’T want to wait, offer to send electronically by following the steps in the table for Sending a signed contract through DocuSign and Stop.

2

• Complete the following form for Copy of Physical Contract by including Engine Platform link and Stop

1

• Is the contract canceled?

  • If yes, proceed to Step 2

  • If no, follow the process overview and Stop

2

• Reassure the homeowner that their contract has been successfully canceled by using the following scripting based on the contact method and proceed to Step 3:

METHOD

SCRIPTING

Phone/Chat

We would like to reassure you that your contract has been successfully canceled as of (Date of cancellation). You will receive an email that will serve as your written confirmation of the cancellation of your EverBright Financing agreement. To confirm, your email address is (homeowner email address)?

Thank you.

Email

Hello (homeowner name),

We would like to reassure you that your contract has been successfully canceled as of (Date of cancellation). You may use this email as your written confirmation of cancellation of your EverBright Financing agreement.

 Thank you,

(Agent Name)

3

• Does the homeowner insist that they receive a copy of the canceled contract?

  • If yes, proceed to Step 4

  • If no, enter disposition notations and Stop

4

• Verify the homeowner's name, property address, and contact information including email.

• Create a Case on the customer contact record:

  • Creating and Assigning Cases | Creating a case

  • Case Description -

    • Detailed notes regarding the case - indicate that the homeowner requests a copy of a canceled contract, confirm delivery method (physical mail or email)

• Reassign the case to Cassandra Mercado(She will attach the contract, send it to the homeowner, and close the case).