• Once the contract is sent, the homeowner will receive an email from DocuSign containing a link to access the contract

• Homeowner must click on “Review Documents”

• The contract document will begin to load

• A prompt will appear, asking the homeowner to select the type of ID they want to use for verification

• The homeowner will:

1. Click the Next button.

2. Choose the type of ID they will use

3. Select the country where the ID was issued (e.g., United States).

• The homeowner will be prompted to review and agree to DocuSign's privacy policies and terms and conditions.

• Then click “I Agree” to continue

• Homeowners will be asked to enter their phone number to receive an SMS text message with a link to upload their ID.

• Once the homeowner clicks the link from the SMS or scans the QR code, a new page will load on their phone.

• The browser will ask for permission to allow camera access.

  • The homeowner should click Allow.

• The phone's camera will open, and the homeowner will:

• After ID verification is complete, the homeowner will proceed to sign and initial the contract as normal using the DocuSign interface.

  • Once all required fields are filled and the document is signed, the process is complete.

• Authenticate the customer by following the “Customer Authentication Policy”

• Search for any notes related to the Manual ID Verification Review in the Engine Milestone Feed in M1

• Are there Manual Review Notes?

IF YES:

• Check if it has been approved or rejected

• If Approved:

  • The customer should be able to proceed with signing

• If Rejected:

  • Explain that the Manual Review was rejected and that in order to continue, a new contract will need to be generated. Also Provide guidance on how to avoid future ID verification failures

IF NOT:

• Go to Step 4

• If there are no Manual Review Notes; we will need to access Docusign and check Document History

• Log in to Docusign by using your credentials

• Click “Manage” in the Top Banner

• Select “Shared Access”

• Locate the Shared Envelopes (LEGACY) section and

  • Click “Select User”

• Choose the “Everbright Financing” Option and click “Select”

• Click “Sent” from the left menu

• Use the search bar to find the homeowner’s name and email

  • (This will display the documents sent to this homeowner via DocuSign)

• Locate the contract they are trying to sign and at the end of the document, open the dropdown menu and select “History”

  • (This will show the Authentication History, including the number of failed attempts)

• Once you have reviewed the Failure History proceed based on the findings:

IF the customer has LESS THAN 4 Failed attempts:

• Inform the customer of how many attempts they have made and how many they have remaining before reaching 4 Failed attempts

IF the customer has EXACTLY 4 Failed attempts:

• Check if a Manual Review Has been Processed?

• Manual Review Has been performed?

• IF YES:

  • Confirm whether it was approved or rejected

    • If Approved:

      • The customer should be able to proceed with signing

    • If Rejected:

      • Explain that the Manual Review was rejected and that in order to continue, a new contract will need to be generated. Also Provide guidance on how to avoide future ID verification failures

• IF NOT:

  • Verify the Date of the 4th Failed Attempt

If LESS than 2 business days ago:

• Inform the customer that a Manual review will be conducted, which should take approximately 2 Business days. The result of this review will determine whether it is approved or rejected

If MORE than 2 Business Days ago:

• If NO manual review has been conducted yet; the agent should create a Case & Case Assignment to Compliance