How to Handle: Homeowner Wants to Cancel their Contract (Archive)

Background:

Our agreement with the homeowner permits them to cancel the agreement within X number of days of signing it.

Options for Cancellation

1. The homeowner can mail or deliver a signed and dated copy of a Cancellation Notice or any other written notice, or send a telegram, to EverBright, LLC, at 700 Universe Boulevard, Juno Beach, FL 33408

2. Send an email request from the email address on record (check the contract for the homeowner email addresses)

3. The installer can request cancellation on behalf of the homeowner (a confirmation email will need to be sent to the homeowner)

4. We’ll accept the installer’s cancellation form if it was sent in lieu of our own

5. Everbright has the right to cancel workflows in M1 and M2. Both the homeowner and installer must be notified of the cancellation

We’ll accept a cancellation after the cancellation period noted in their agreement (the number of days varies by state); however, we will need to coordinate with the installer on the next steps because they may have already started the work. Follow this link to handle unresponsive installers: When and How to escalate Installer Complaints

Infinity and Infinity Partner cancellations

NOTE: Not all Infinity partners have -IP behind the Org name. To determine if an Org is an Infinity partner, check the contract phase. For example Inspire is a sales org, however the contractor is Infinity:

Open

Response to the Homeowner:

We are unable to honor any cancellation request outside of the 10-business day right to cancel per your contract.

Respuesta al propietario de la vivienda:

No podemos aceptar ninguna solicitud de cancelación fuera del derecho de cancelación de 10 días hábiles según su contrato.

Cancellation Process by Milestone

Milestones 1 & 2

• Both homeowners and installers can move forward with cancellation via support.

• Support Agents are able to cancel M2 jobs (all products EXCEPT Direct Pay products). The agent can only cancel the job if there are NO photos uploaded to the job.

• Cancellation must be completed by Everbright.

• If the homeowner submits a request, notify DP and the Installer.

  • Create a Jira ticket.

  • Update the status of the ticket to ‘Waiting for Deal Processing.’

  • This will create a linked ticket for DP to process.

  • Once complete, DP will update the status of their ticket to ‘Resolved.’

  • Any DP communication should be via internal comments in the Jira ticket.

• If the installer submits a cancellation request, notify the homeowner.

• If DP submits the cancellation request, both the homeowner and installer must be notified.

Open

Cancellation Requests in M3

• Escalate these requests internally by tagging a resolution specialist.

• The installer cannot cancel.

• The homeowner cannot cancel under most circumstances.

  • If there is suspected error on the part of EverBright or the installer with regard to the contract, gather as much information as possible from the customer’s job and tag Resolution (@Berenice Peralta @Eric Suarez @Nehemiah @ EverBright) investigate further.

• Everbright cannot cancel

How to handle calls/chats regarding cancellation status

1. The homeowner asks via chat or phone: “have we received your notice of cancellation?”

   1. Log in to Everbright LLC as EverBright admin. Navigate to the job by searching for the homeowner’s name and/or address. And then navigate to the operations phase to check M1 and the status of the contract.

      1. The Deal Processing team will add notes/status and it will look something like this:

If the customer called in or used chat - Advise the customer:

“Your notice of cancellation is not yet noted in our system. However, I’ll make a note on your account that you reached out for a status update. If you’re concerned, you may also email us your notice of cancellation at Support@myeverbright.com and we’ll process the cancellation.

Spanish Homeowner Script

“Su aviso de cancelación aún no aparece en nuestro sistema. Sin embargo, anotaré en su cuenta que se comunicó con usted para obtener una actualización de estado. Si le preocupa, también puede enviarnos un correo electrónico con su aviso de cancelación a Support@myeverbright.com y procesaremos la cancelación.

How to handle cancellation requests from a homeowner

EverBright requires cancellation requests to be in writing. If the request came in over the phone or chat, ask them to send us an email (from their email address on record) to support@myeverbright.com with their request to cancel. If you are no longer on the phone with the homeowner, pull the email address for the homeowner from the contact phase and create a new homeowner support ticket. Then use the homeowner’s email as the reporter and “reply to the customer” stating that we need a statement including their request to cancel.

If M1 (M1A for Direct Pay) is NOT approved

• Support Agents are able to cancel M2 jobs (all products EXCEPT Direct Pay products). The agent can only cancel the job if there are NO photos uploaded to the job. All other requests, the agent must send the request to Deal Processing to cancel.

• Navigate to Milestone 1 in the job

• Leave a private comment along with a link to the ticket and your initials:

• Navigate to Milestone 1 within the Operations phase and click on the red ‘Cancel Workflow’ button:

• Enter the reason for cancellation. Include details:

  • Homeowner/Installer/DP request

  • Reason - choose one of the following:

    • Milestone deadline expired

    • Homeowner opted out of going solar

    • Homeowner switching product, terms or financing program

    • Homeowner not satisfied with contract, payments or terms

    • Homeowner not satisfied with Installer

    • Installer requested to cancel

    • Fraud

    • Not Disclosed

    • Other

• Click on the ‘Confirm’ button:

If M1 is PENDING approval

• The approval submission will need to be rejected first:

• Then click submit for review:

• After submitting for review, proceed to cancel the workflow per the above instructions.

• Reply to the homeowner in the Jira Ticket:

Thank you for letting us know you’d like to cancel your agreement. We’ve notated your account and will communicate with your installer. We’re sorry to lose your business and hope to see you back again one day soon.

Best,

(your name)

• Homeowner Script - Spanish

Gracias por informarnos que desea cancelar su acuerdo. Hemos anotado su cuenta y nos comunicaremos con su instalador. Lamentamos perder su negocio y esperamos volver a verlo pronto.

Atentamente,

(your name)

1. Send a note to the installer

   1. Create a “Linked ticket” from the homeowner’s request to cancel-ticket.

      1. Request type: Cancellation

      2. Reporter: Add the email address of the Installer assigned to that homeowner’s job (click ‘ownership’ on the job in the pipeline view to see phase ownership for the job)

      3. Request Participants: Add the email address of the salesperson assigned to the homeowner’s job

      4. Add the installer’s org name

      5. Description: Job Address + Engine Job URL

      6. “Send a note to the customer” with the appropriate canned message below

   2. If M1 has not yet been approved:

(Homeowner name) has advised EverBright that they’d like to proceed with cancellation. We’ve approved the request. Thank you!

If M1 is approved

• Support Agents are able to cancel M2 jobs (all products EXCEPT Direct Pay products). The agent can only cancel the job if there are NO photos uploaded to the job. All other requests, the agent must send the request to Deal Processing to cancel.

• If M1 has already been approved, tell the customer you will notate their account with their request and will reach out to their installer to follow up with them for the next steps. Reply to 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. Please respond to this email stating whether you would like to proceed with cancellation so that we may have your request in writing.

Best

(your name)

• Homeowner Script - Spanish

Gracias por informarnos que desea cancelar su acuerdo. Hemos anotado su cuenta y nos comunicaremos con su instalador. Responda a este correo electrónico indicando si desea continuar con la cancelación para que podamos recibir su solicitud por escrito. Lamentamos perder su negocio y esperamos volver a verlo pronto.

Atentamente,

(your name)

If M1 has not yet been approved, send to the installer:

(Homeowner name) has advised EverBright that they’d like to proceed with cancellation. We’ve approved the request. Thank you!

If M1 has already been approved, send to the installer:

(Homeowner name) has advised EverBright that they’d like to proceed with cancellation of their agreement. Please follow up with the customer on the next steps. Thank you!

M1b - Direct Pay

If there has been an invoice uploaded and equipment has been ordered, the invoice would need to be paid and the cancellation request will need to be submitted for approval to DP. Once it has been approved, it can be canceled in M2.

How to handle cancellation requests from the installer

If a request came in from the installer on the homeowner’s behalf, create a linked ticket from the installer’s request.

(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!

• Homeowner Script - Spanish

(Installer’s name) le ha informado a EverBright que desea cancelar su acuerdo con EverBright. Hemos aprobado la solicitud; sin embargo, comuníquese con nosotros lo antes posible si esta solicitud se envió por error y desea continuar con su sistema. ¡Gracias!

If the ticket comes into the software support (SS) queue, move it to the Homeowner support (EBH) queue prior to closing. Moving a Ticket to a Different Project in Jira

Navigate to the milestone within the Operations phase and leave a private comment along with a link to the ticket and your initials:

• Whenever you communicate with the homeowner, please ensure the ticket is in the EBH Jira project and request type should be marked “Cancellation”. Tickets can be transferred from one project to another by following this SOP

Installer requests to restore a workflow that was previously cancelled

If an installer reaches out to restore a workflow that was cancelled at the homeowner's request, the homeowner will need to submit their approval in writing. Requests will only be accepted within 3 days of the initial request to cancel. After that, the homeowner will need to re-sign. Reply to the homeowner in the original EBH ticket (if available), otherwise create a linked ticket from the installer’s request.

(Installer’s name) has advised EverBright that you have decided to proceed with your solar project. Please reply to this email and confirm your intent to reinstate your EverBright agreement. Thank you!

• Update the ticket status to ‘Waiting for Deal Processing’

  • This will create a duplicate ticket in the DP queue and Deal Processing will process the request.

Internal cancellation notifications from DP

If a Jira ticket comes in from Deal Processing notifying us that they have canceled a workflow, support will forward the DP ticket to the installer and create a link EBH ticket to the homeowner to inform of the cancellation. No response to DP is necessary.

• For the installer ticket

  1. Work from the ticket created by DP - DO NOT CREATE A SEPARATE TICKET FOR THE INSTALLER NOTIFICATION

     1. Request type: Cancellation

     2. Reporter: Update to the email address of the installer assigned to that homeowner’s job (click ‘ownership’ on the job in the pipeline view to see phase ownership for the job)

     3. Request Participants: Add the email address of the salesperson assigned to the homeowner’s job

     4. Add the installer’s org name

     5. Description: Job Address

     6. “Send a note to the customer” with the canned message below:

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,

• For the Homeowner's ticket

  1. Create a linked ticket in Jira EBH in the Homeowner queue and send a note to the homeowner

     1. Request type: Cancellation

     2. Reporter: Add the email address of the homeowner

     3. Add the installer’s org name

     4. Description: Job Address

     5. “Send a note to the customer” with the canned message below:

Hello,

This email is to inform you that your solar financing agreement was cancelled. Please reach out to your installer if you have any questions.

Regards,

• Homeowner Script - Spanish

Hola,

Este correo electrónico es para informarle que su acuerdo de financiamiento solar fue cancelado. Comuníquese con su instalador si tiene alguna pregunta.

Gracias,

If the ticket comes into the software support (SS) queue, move it to the Homeowner support (EBH) queue prior to closing. Moving a Ticket to a Different Project in Jira