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Cancellation Request Process (Phone & Chat Support)

Cancellation Request Process (Phone & Chat Support)

Owned by Rafael Gonzalez
Last updated: Oct 21, 2024 by Deanna Collia
12 min read

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Background: Our agreement with the homeowner permits them to cancel the deal within certain days of signing the contract.

Please take note that if Homeowner is contacting us requesting for an update on a cancellation email they have sent but you are not able to locate that email; as soon as they are calling from the same phone number on record you will be able to proceed with the cancellation by following the (From the Homeowner Procedure)

  • IF It is NOT coming from the same Number on record:

    1. Proceed with the 4 Digit Verification Code (Customer MUST confirm during the call)

    2. If unable to verify 4 digit code then we can cancel ONLY if the HO has sent the written statement

We’ll accept a cancellation after the cancellation period noted in their agreement (the number of days varies by state); however, we must confirm that nothing has been installed within the Homeowner’s roof.

When the “Cancel Workflow” Button is clicked, the workflow will go into a “Cancel Pending” Status for 14 Business Days. During this timeframe, the workflow can be restored to its active state.

  • After 14 Business Days, the workflow will transition into a fully canceled status

 

PROCESS:

IS THE REQUEST COMING FROM:

 

4 DIGIT CODE PROCEDURE:

 

From Homeowner:

Regular Products [M1,M2 and M3 Only]

Milestone

IF

Then

Reference

Milestone

IF

Then

Reference

 

 

M1

  • M1 has been approved

 

  • Go to M2 Step

 

image-20240530-144808.png

 

  • M1 has NOT been approved

  1. Validate if the Milestone is under “Pending Review” Status

 

 

image-20240530-145352.png

 

  1. If it is under “Pending Review” then click on “Reject All” and then click on “Submit Review”

 

  1. Click on the “Cancel Workflow” Button

 

 

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with your Initials and the reason of cancellation

 

  1. Notify the Installer, Sales Rep and Homeowner by elevating to Email

 

(Click here to see how)

 

 

M2

  • System Photos have been uploaded

 

If there is a VALID suspected error on the part of EverBright or the installer regarding the contract, or if the homeowner is deceased and no one can take over the contract,  gather as much information as possible from the customer’s job:

 

  • Check in SalesForce with the HO’s Name if there is an existing case being worked by a Resolution Lead related with this concern:

  • System Photos have NOT been uploaded

  1. Cancel the Workflow by clicking on the “Cancel Workflow” Button

 

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation

 

 

 

  1. Notify the Installer, Sales Rep and Homeowner by elevating to Email

 

(Click here to see how)

M3

  • Job is on M3

If there is a VALID suspected error on the part of EverBright or the installer regarding the contract, or if the homeowner is deceased and no one can take over the contract,  gather as much information as possible from the customer’s job:

 

  • Check in SalesForce with the HO’s Name if there is an existing Email received by the Homeowner.

 

Direct Pay

Milestone

IF

Then

Reference

Milestone

IF

Then

Reference

 

 

M1A

  • M1A has been Approved

  • Go to the M1B Step

 

  • M1A has NOT been approved

  1. Cancel The Workflow by clicking the “Cancel Workflow” Button

 

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with your Initials and the reason of cancellation

 

  1. Notify the Installer, Sales Rep and Homeowner by elevating to Email

 

(Click here to see how)

 

 

 

 

 

M1B

  • Invoice has been uploaded or Equipment has been ordered

  1. Create a New Case

    1. Request Type - Account Management - Cancellation

    2. Case Description

      1. Detailed information regarding the cancel request

  2. Generate a Case Assignment for Deal Processing

  3. Re-assign Case to the Back Office Queue

 

  • Invoice has NOT been uploaded or Equipment has NOT been ordered

  1. Cancel the Workflow by clicking on the “Cancel Workflow” Button

 

 

  1. Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation

 

  1. Notify the Installer, Sales Rep and Homeowner by elevating to Email

 

(Click here to see how)

M2 or M3

  • Job is on Direct Pay M2 or M3

If there is a VALID suspected error on the part of EverBright or the installer regarding the contract, or if the homeowner is deceased and no one can take over the contract,  gather as much information as possible from the customer’s job:

 

  • Check in SalesForce with the HO’s Name if there is an existing Email received by the Homeowner.

 

From the Sales Representative:

IF

Then

IF

Then

  • We have received the Homeowner’s written cancellation request

 

We have NOT received the Homeowner’s written cancellation request

  • We have 2 options at this point:

  1. Written Notice of cancellation from the Homeowner

  1. Sales Representative can be redirected to their Installer Organization so IF they have the “Cancel Workflow” Button available they can cancel from their end

 

From the Installer:

Does the Installer have the “Cancel Workflow” Button?

IF

Then

Reference

IF

Then

Reference

  • 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

 

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

  • Homeowner Request

  • Cancellation

  • Milestone Aged

  • Failed Qualification

  • Product Change

  • Requested

  • Other

  • The Installer does NOT have the “Cancel Workflow” button available in Engine

  • Explain to the Installer that a written cancellation request is required from the Homeowner

 

Notifying the Installer, Sales Rep and Homeowner by elevating to Email - Procedure:

Step

Action

Reference

Step

Action

Reference

1

  • Create a New Email from CXone by clicking on the “New” button and Then select on “Email”

 

2

  • Select the “Email-Homeowner OB” Skill from the drop down menu and Then click on “Create”

3

  • When sending a cancellation notification email, please follow these guidelines:

    1. Recipients (Contract Signers):

      • To: Address the email to the Homeowner or Homeowners involved.

      • CC: Include the rest of contract signers in the CC field.

 

4

  • The subject must be “Notice of Cancellation-(Customer’s name)”

 

3

  • Send the Quick reply named as “Cancel-HO Email”

 

4

  • Add the following:

    • Homeowner’s Name

    • Agreement Number

    • Today’s Date

    • Restore date displayed in Engine

    • Agent’s Name in the Required Field and Click “Insert”. Then click on “Send”

 

5

  • Complete Disposition Note

4 Digit Code Procedure

Step

Action

Reference

Step

Action

Reference

1

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

2

Enter any random four-digit number into the quick reply

 

3

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

4

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

5

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.

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