/
Cancellation Request Process (CXone Email Support)

Cancellation Request Process (CXone Email Support)

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

(Main Page)

 

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

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

IMPORTANT: Once the Workflow is Fully Cancelled, this triggers an automated notification of cancellation that will be E-mailed to the homeowner and the workflow will NOT be able to be restored

Process:

Table of contents:

 

How to handle a cancellation request coming through a CXone Email:

Step

Action

Step

Action

1

When the E-Mail is received in CXone you must Check if the Cancellation request is coming from:

  • Notice of Cancellation

  • Telegram

Notice of Cancellation

image-20240909-180323.png

Telegram

image-20240909-180656.png

2

For a Notice of Cancellation:

  • Open the attachment and take note of the Contract ID Number

 

 

 

For a Telegram:

 

 

 

 

 

After validating the current job status follow the steps based on the Product Model:

  1. Regular Products [M1,M2 and M3 Only]

  2. Direct Pay

 

Regular Products [M1,M2 and M3 Only]

Milestone

IF

Then

Reference

Milestone

IF

Then

Reference

 

 

M1

  • M1 has been approved

 

  • Go to M2 Step

 

 

  • M1 has NOT been approved

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

 

 

 

  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 the reason of cancellation

 

  1. If the request came through a Telegram follow the Telegram Procedure

 

(Click Here)

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

 

(Click here to see how)

 

 

M2

  • System Photos have been uploaded

 

 

  • 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. If the request came through a Telegram follow the Telegram Procedure:

 

(Click Here)

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

 

(Click here to see how)

M3

  • Job is on M3

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 the reason of cancellation

 

  1. If the request came through a Telegram follow the Telegram Procedure:

 

(Click Here)

  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 and

  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. If the request came through a Telegram follow the Telegram Procedure:

 

(Click Here)

  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

 

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

Telegram Procedure

Step

Action

Step

Action

1

Once you confirm the Cancellation request is coming from a Telegram

  • Agent will Download the Attached Document

 

 

 

2

  • Go to your PC and open “Documents”

 

  • Locate the downloaded document and open the file (It should open automatically with Adobe Acrobat Reader as a PDF)

 

 

 

3

  • Once in PDF; Click on “Fill & Sign”

 

4

  • Click on “Add Signature”

 

 

 

5

  • Type “Kristi Traugh” as the name on the new signature

 

  • Then click on “Apply”

 

 

 

6

  • Then; Add the signature created into the “Signature of Receiving Attendant” Field and click to paste it

 

 

7

  • Once the signature has been added; Hover your mouse on each of the following Fields an click to add the signature box in the corresponding area

 

 

8

  • Type the following information:

  • Save the file

 

 

 

 

9

  • Reply to the email making sure that the Telegram’s Email Address and the correct Recipients are in there:

Recipients (Contract Signers):

10

  • Complete disposition Notes

(Go to Top)

 

.