Pay Outstanding Balance / Payoffs

Owned by Deanna Collia
Last updated: Apr 29, 2024
2 min read

Background:

The homeowner wishes to pay off their existing account balance on their solar system. The request can either come from the homeowner requesting a payoff quote or a payoff quote can come directly from account services (if the homeowner contacted account servicing directly to obtain the quote).

There is no penalty if a homeowner wishes to pay off the existing balance on the solar system early. An early pay-off would include only interest accrued to the point of payoff.

We cannot process a payoff request coming from an installer. If an installer requests a payoff for a homeowner, advise them that the homeowner would either need to call our account servicing department directly to request the payoff quote or provide a request in writing

Payoff Request as an Email/Ticket

If the request comes from the homeowner or title company to support as an email, create a linked ticket and reply to Account Services to request a payoff quote:

“Hello,

We received a request for a payoff quote for [customer name and address]. Please provide us with a copy for our records and proceed accordingly.

Regards,”

EBH Ticket: Account Servicing

  • Update the ticket subject to “Payoff Quote - [customer name]”

  • Description: Job Address

  • Update the request type to ‘Payoff Request'

  • Reporter: Account Servicing

EBH Ticket: Customer Response

  • Update the ticket subject to “Payoff Quote - [customer name]”

  • Description: Job Address

  • Update the request type to ‘Payoff Request'

  • Reporter: Customer Email

“Hello [Customer Name],

We received your request for a payoff quote for home address [Home Address]. One of our team members will reach out to you with further details. Feel free to reach out to us should you have any questions or concerns.

Regards,

[Agent Name]”

  • Close tickets.

Payoff Request as a Phone Call

If the request comes from the homeowner as a phone call, create a ticket and transfer their call to Account Servicing.

“Hello,

We will now transfer you to our Account Servicing department to further assist you with this inquiry.

Thank you.”

EBH Ticket: Customer Response

  • Update the ticket subject to “Payoff Quote - [customer name]”

  • Description: Job Address

  • Update the request type to ‘Payoff Request'

  • Reporter: Customer Email

“Hello [Customer Name],

Thank you for reaching out to us in regard to your payoff request inquiry. Should you need to reach out to the Account Servicing department directly, please call us at 877-425-5201 for Billing and Account Management: Weekdays 5:00 am – 5:00 pm PST.

Regards,”

  • Close Ticket