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Agreement Restore Process

Agreement Restore Process

Owned by Tiffany Harper (Unlicensed)
Last updated: Jan 17, 2025 by Rafael Gonzalez
7 min read

Background: As part of our Restore process once a project has been cancelled homeowners will have 14 business days of grace to restore it. Support might receive interactions coming from homeowner or Installers requesting to reinstate a workflow that has been canceled.

 

IMPORTANT:

Deal Processing CANNOT restore the worklow if:

IMPORTANT:

Deal Processing CANNOT restore the worklow if:

  • The project has been cancelled more than 14 business days ago (This includes duplicate projects). A new contract will have to be signed. Do not send a request to DP to restore the workflow after 14 days.

 

  • The Job reached the milestone Deadline (Milestone Aged). they must re-run credit > Create a new quote and contract and complete all milestone tasks (Refer to the following article)

 

  • The agreement was canceled due to an overdue balance on the homeowner's utility bill,

    • Once the Utility Bill is fully paid a new workflow can be created, and the updated utility bill uploaded to proceed

 

To restore an agreement a written request from the homeowner is required.

To restore an agreement the Homeowner’s request has to come from the same email address on file

If the job was canceled due to a failed 2nd Welcome Call attempt, it cannot be reinstated.

  • A new contract will be required to proceed.

Process

Where is the Restore request coming from?

 

AGREEMENT RESTORE PROCESS (PHONE & CHAT Support)

IS THE REQUEST COMING FROM:

 

From the Homeowner:

We Have received a written confirmation from the HO to reinstate the agreement

IF

Then

Reference

IF

Then

Reference

  • Job is Outside of the 14 business days

  • A new contract will have to be signed

  • Red Banner will only show that it was canceled

image-20240604-141825.png

 

Phone:

“Unfortunately, the grace period to reinstate this agreement has passed. We are not able to reinstate the cancelled job.

A new contract will have to be sign. We apologize for any inconvenience.

Thank you!”

Chat:

  • Reply to the Homeowner by using the the Quick Reply named as “Restore-Unable-HO“

 

  • Job still within 14 business days

  • The Red Banner will display the restore workflow timeframe

image-20240604-141139.png

We have NOT received a written confirmation from the HO to reinstate the agreement

IF

Then

IF

Then

  • We have not received a written confirmation from the Homeowner to reinstate the agreement

  • Confirm the customer is within the 14-business day limit

  • If within 14 business Days

  • If outside 14 business days

Phone:

Unfortunately, the grace period to reinstate this agreement has passed. We are not able to reinstate the cancelled job.

A new contract will have to be signed. We apologize for any inconvenience.

Thank you!”

Chat:

  • Reply to the Homeowner by using the the Quick Reply named as “Restore-Unable-HO“

 

From the Sales Representative / Installer:

We Have received a written confirmation from the HO to reinstate the agreement

IF

Then

Reference

IF

Then

Reference

  • Job is Outside of the 14 business days

  • New contract will have to be signed

  • Red Banner will only show that it was canceled

Phone:

“Unfortunately, the grace period to reinstate this agreement has passed. We are not able to reinstate the cancelled job.

A new contract will have to be sign. We apologize for any inconvenience.

Thank you!”

Chat:

  • Reply to the Rep by using the the Quick Reply named as “Restore-Unable-Rep“

 

  • Job still within 14 business days

  • Red Banner will show the restore workflow timeframe

We have NOT received a written confirmation from the HO to reinstate the agreement

IF

Then

IF

Then

  • We have not received a written confirmation from the Homeowner to reinstate the agreement

  • Confirm the customer is within the 14-business day limit

If YES:

  • Explain to the Sales Rep/Installer that the HO will need to send us a written restore request at (Support@myeverbright.com) from the email address on file.

If NOT:

  • Reply to the Rep

AGREEMENT RESTORE PROCESS (Back Office Only)

IS THE REQUEST COMING FROM:

 

From the Homeowner:

Action

Reference

Action

Reference

  1. Confirm the request is coming from the Email address on record.

 

 

 

  1. If it is NOT coming from the same Email address on record reply to the customer:

 

 

 

  1. If the request IS received from the Email address on record; verify if the job is still within the 14-business day limit

 

If within 14 business days:

 

 

 

  • After agreement is restored by DP; Elevate to Email through CXone by using the HO’s Email Address and use the Quick Reply named as “Restore-HO-Completed”

  • Close the Case

 

If OUTSIDE of the 14 business days:

 

From the Sales Representative / Installer:

Action

Reference

Action

Reference

  • Check the job in Engine to determine if the Cancellation status still within 14 business days

 

If within 14 business days:

  • Reply to the Sales Rep/Installer

  1. Elevate to Email through CXone by using the Sales Rep/Installer’s Email and use the Quick Reply named as “Restore-InstallerReq“

  2. Elevate to Email through CXone by using the Homeowner’s Email Address and use the Quick Reply named as “Restore-HO-confirmat”

  3. Once we receive the HO’s confirmation, process the request using the “From the Homeowner” Procedure

 

If OUTSIDE of 14 business days:

  • Reply to the Sales Rep/Installer

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Related Articles:

Cancellation Request Process