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Background: A Homeowner or Installer requests to restore or reinstate a workflow that has been canceled.

Important: Deal Processing CANNOT restore the workflow after 14 days including duplicate projects. A new contract will have to be signed. Do not send a request to DP to restore the workflow after 14 days.

To restore an agreement a written request from the homeowner from the email address on file is required.

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

  • The job was cancelled more than 14 business days ago

  • A new contract will have to be signed

Deal Processing will NOT restore workflows more than 14 business days since cancellation.

  • Red Banner will only show that it was canceled

image-20240604-141825.png

  • Job still within 14 business days

  • The Red Banner will display the restore workflow timeframe

image-20240604-141139.png

  • Locate the customer record in Salesforce and create a case at the contact record level.

https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

  • Request type -

    • Account Management: Restore Contract

  • Case description

    • Homeowner request to restore workflow.

  • Assign to Deal Processing

  • Referral Reason

    • Restoration Request

  • Referral comments:

    • Engine link of the job the Homeowner wishes to restore

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

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

Unfortunately, we are not able to restore the agreement.

Please reach out to your Installer so they can assist you by creating a new contract

From the Sales Representative / Installer:

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

IF

Then

Reference

  • Job has been cancelled more than 14 business days ago

  • New contract will have to be signed

Deal Processing will NOT restore workflows that are more than 14 business days since cancellation

  • Red Banner will only show that it was canceled

image-20240604-141825.png

  • Job still within the 14 business days of grace time

  • Confirm that the request was received from the homeowner’s email address on file.

  • Red Banner will show the restore workflow timeframe

image-20240604-141139.png

  • Proceed to submit a restore contract request

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

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

  • 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 a rep states that the Homeowner is struggling to send the email, the agent can elevate to email from CXone to the HO requesting confirmation

  • Use the following Script:

Hello (Homeowner’s Name)

(Installer’s name) has advised EverBright that you have decided to proceed with your solar project.

Please reply to this email and confirm your intent to reinstate your EverBright agreement.

Thank you!

AGREEMENT RESTORE PROCESS (Back Office Only)

IS THE REQUEST COMING FROM:

From the Homeowner:

Action

Reference

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

This can be confirmed by checking in Salesforce

image-20240605-154526.png

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

Hello

Thank you for reaching out to EverBright.

We’ll be more than glad to assist you with this restore request.

We will be contacting the Homeowner through the Email address on record so we can get written consent to reinstate this contract. Once the confirmation is received, we will proceed with the reinstatement

Thank you!

(Agent’s Name)

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

image-20240604-141825.png
image-20240604-141139.png

If within 14 business days:

  • Job still within 14 business days

  • Locate the customer record in Salesforce and create a case at the contact record level.

https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

  • Request type -

    • Account Management: Restore Contract

  • Case description

    • Homeowner request to restore workflow.

  • Assign to Deal Processing

  • Referral Reason

    • Restoration Request

  • Referral comments:

    • Engine link of the job the Homeowner wishes to restore

If OUTSIDE of the 14 business days:

  • If 14 business days have passed, reply to the customer and Close the Ticket

Hello (Homeowner’s Name)

Thank you for contacting EverBright.

Unfortunately, we are not able to restore the agreement.

Please reach out to your Installer so they can assist you by creating a new contract

Thank you!

(Agent’s Name)

From the Sales Representative / Installer:

Action

Reference

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

image-20240604-141825.png
image-20240604-141139.png

If within 14 business days:

  • Reply to the Sales Rep/Installer

Hello

Thank you for reaching out to EverBright.

We’ll be more than glad to assist you with this restore request.

We will be contacting the Homeowner through the Email address on record so we can get written consent to reinstate this contract. Once the confirmation is received we will proceed with the reinstatement

Thank you!

(Agent’s Name)

  • Create a Linked ticket

  • Title it “Restoration - (HO’s Name) - Org

  • Add the Email Address of the Homeowner

  • Add the installer’s Org name

  • Add the Homeowner’s address

  • Add the Job link

  • Reply to the HO

Hello (Homeowner’s Name)

(Installer’s name) has advised EverBright that you have decided to proceed with your solar project.

Please reply to this email and confirm your intent to reinstate your EverBright agreement.

Thank you!

  • 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 Rep:

Hello

Thank you for reaching out to EverBright.

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!

(Agent’s Name)

  • Close the ticket

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Related Articles:

Cancellation Request Process

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