/
Contract Cancellation Requests

Contract Cancellation Requests

Owned by Deanna Collia
Last updated: Dec 13, 2024 by Rafael Gonzalez
8 min read

Background: Support agents may receive requests from homeowners or installers to cancel an existing agreement or job

Homeowners are eligible to cancel at any time during M1. However, cancellations beyond M1 (once approved) can only be made within 10 business days from the contract signing, and must be completed by midnight on the 10th business day.

After M1 Approval:

If a cancellation request is made after M1 approval, the homeowner must do so within 10 business days from the signing of the contract, and the request must be submitted by midnight on the 10th business day.

Example:

  • If the contract was signed on Friday, 1st, the 10th business day would be Monday, 15th, assuming no holidays affect the business days.

  • The homeowner must submit their cancellation request by midnight on Monday 15th to be eligible

  • Any cancellation request made after the 10 business day period, beyond midnight on the 15th business day, will NOT be accepted.

 

To calculate 10 business days, start from a given date and count only the weekdays, excluding weekends and any public holidays. For example:

  • If you begin on a Monday, 10 business days would end on the Friday of the following week, which is 14 calendar days later.

  • If a public holiday, such as Independence Day or Christmas Day, falls within this period, do not count it as a business day. In this case, the 10th business day would extend to the next weekday, which would be Monday.

 

Process Overview:

image-20241025-142627.png

Table of Content:

Eligibility for Cancellation

Navigate to the current Milestone in the Operations phase in Engine to determine eligibility.

Milestone

Eligible to Cancel by support?

Special Actions

Milestone

Eligible to Cancel by support?

Special Actions

Beam/Concert Customers (Any Milestone)

No

Inform the customer we are unable to cancel

M1

Yes

Verify and Authenticate

M1A

Yes

Verify and Authenticate

 

 

M1B

 

 

 

 

 

 

 

No

(Unless no more than 10 business days have passed since the signing of the contract)

 

Example

 

 

M2

 

 

M3

 

Verification and Authentication Procedure:

From the Homeowner:

Incoming Channel

Action

Incoming Channel

Action

 

 

By Phone

 

 

  • From the Homeowner's phone number on record:

  • NOT From the Homeowner’s phone number:

    • Email a 4 digit verification code to the Homeowner’s Email on record

      • If the code is confirmed, proceed with the request.

      • If not; require a written cancellation request from the Email address on record

 

 

By Chat

 

 

By Email

 

 

 

 

By Postal Mail (Paper Cancellation)

 

  • Homeowner signed and dated copies of a cancellation notice or a Telegram

 

 

 

From Installer/Rep:

IF

Then

IF

Then

 

If the Installer has the Cancel Button Available on the Workflow:

 

  • Guide them to cancel by clicking the “Cancel Workflow” Button

 

If the Installer does not have the Cancel Button:

 

  • We will only accept installers/reps request to cancel on behalf of the homeowner with confirmation from the homeowner via either:

 

Cancellation Process:

Step

Action

Step

Action

1

  • Always verify the person making the request prior to providing information on a customer account

2

IF YES:

IF NOT:

  • Stop (The job cannot be cancelled)

 

3

  • Verify and authenticate the request is coming from the Homeowner

IF YES:

 

IF NOT:

  • STOP, this job cannot be cancelled without the homeowner’s verified request

 

4

  • Is the job in “Cancel Pending” Status?

IF YES:

  • Click “Reject All” and then “Submit Review”

  • Then; go to step 5

image-20231010-203353.png

IF NOT:

Go to Step 5

 

5

  • Cancel the job in Engine

  • Click the cancel workflow button in OPS phase

  • Choose a reason for cancellation:

    • Homeowner Request

    • Cancellation

    • Milestone Aged

    • Failed Qualification

    • Product Change

    • Requested

    • Other

 

6

Update the homeowner’s record in Salesforce

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

 

7

Notify all contract signers, Installer & Homeowner

  1. Create a new email in CXone, selecting the “Email-Homeowner OB” skill.

  2. Address the email to the homeowner and CC all contract signers (Including the Installer).

  3. Use the Quick Reply “Cancel-HO Email” template.

  4. Fill in homeowner’s name, agreement number, today’s date, and the restore date.

  5. Send the email and complete disposition notes.

4 Digit Code Process

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.

 

Return to process

Telegram Process

Notice of Cancellation

Telegram

 

Step

Action

Step

Action

1

 

 

If YES:

If NO:

  • STOP, this job cannot be cancelled

2

  • Confirm the Cancellation request is coming from a Telegram

  • Download the Attached Document

3

  • On your PC, open “Documents”

 

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

 

 

 

4

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

 

5

  • Click on “Add Signature”

 

 

 

6

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

 

  • Then click on “Apply”

 

 

 

7

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

 

 

8

  • Once the signature has been added, hover your mouse over each of the following fields and click to add the signature box in the corresponding area

 

 

9

  • Type the following information:

  • Save the file

 

 

 

 

10

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

Recipients (Contract Signers):

 

11

  • Return to Process and complete cancellation of the job in Engine

Guiding the installer to the cancel workflow button

Step

IF

Then

Step

IF

Then

1

  • 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

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

    • Homeowner Request

    • Cancellation

    • Failed Qualification

    • Product Change

    • Requested

    • Other

 

2

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

 

  • We can process the request from the homeowner on eligible jobs with either:

 

Return to Process