Concert Workflow Cancellations

Background:

EverBright is partnering with CED/Concert to offer RIC products to customers using their platform (Beam). EverBright will be the financier and will therefore be providing customer support for homeowners from the point they reach PTO. However, support’s contact information is listed on the agreement; therefore, we may receive calls from Concert customers at any point after they receive their contract. Concert customers will not be in the EB platform and therefore support agents will need to confirm they are indeed a Concert customer. Support may receive cancellation requests from Concert customers by phone or email. This SOP outlines the process for handling Concert cancellation requests.

Inbound Calls

Create an EBH ticket

Reporter: Homeowner’s email address

Org: Concert - Org "Concert Orgs"

Request Type: Cancellation

Take down all pertinent information while on the call:

1. Is this a homeowner or installer?

   1. If installer:

      1. refer them back to Concert at 855-925-4890

   2. If homeowner:

      1. name

      2. address where the solar system is/will be installed

      3. email address

      4. phone number

      5. installer’s name

2. Details regarding the cancellation request

   1. Why are they cancelling?

   2. Has construction already started?

      1. If yes, take down as many details as possible

   3. Is there a complaint (installer, work, etc.) or indication of fraud?

      1. If yes, take down as many details as possible

3. Inform the homeowner that they will need to provide a written notice to cancel their agreement. Send the homeowner an email and request they confirm cancellation:

Hello,

Thank you for reaching out to EverBright support. As discussed, all requests to cancel must be submitted in writing. Please reply to this message with your full name, system installation address, and your request to cancel. We will process your request, or reach out if further information is needed.

Inbound Email Requests

Subject: Homeowner Concern – [Homeowner Name] - [Installer Name]

Reporter: requestor

Org: Concert - Org "Concert Orgs"

Request Type: Cancellation

1. Confirm that the account belongs to Concert (instructions below)

2. If installer:

   1. refer them back to Concert at 855-925-4890

3. If homeowner, confirm that they provided the minimum required information

   1. name

   2. address where the solar system is/will be installed

   3. email address

   4. phone number

   5. installer’s name (nice to have but not required)

4. Details regarding the cancellation request

   1. Why are they cancelling?

   2. Has construction already started?

Confirm the account belongs to a Concert customer

1. Navigate to the Everbright platform https://engine.goeverbright.com/pipeline and search for the customer by name and address

   1. If the customer does not exist on EB platform proceed to confirming that they are a Concert customer

2. Post a slack message in #support-and-cs-team-members-only and tag the following people to request confirmation that they are a Concert customer:

   1. M-F - 9am to 6pm EST Cassie Mercado, Alexander Cuesta, Rob Elkins, John Kilfoil, or Herve' Woods

   2. M-F 6pm - 9pm EST or weekends: Cassie Mercado or Alexander Cuesta

3. Provide the homeowner’s name and the address where the solar system is/will be installed

   1. Provide a link to the Jira ticket.

4. Update Concert Homeowner Tracker Concert Homeowner Tracker

Once confirmed, reply to the homeowner:

Thank you for letting us know you’d like to cancel your agreement. We’ve forwarded your request to the appropriate department. They will reach out to you for the next steps.

Forward the customer’s request to Concert

Update the EBH ticket

Subject: Homeowner Concern – [Homeowner Name] - [Installer Name]

Reporter: concertsupport@greentechrenewables.com

Request Participant: Concert Compliance Contacts

Include the following:

• The date customer requested the cancellation

  • if received by phone or email, the actual date the request was made

  • if received by mail via a ticket from deal processing, refer to the date the customer signed the cancellation (below the signature)

• Homeowner’s name

• Address

• Reason for cancellation

• If construction has started or not

'Hello,

[Customer Name + Customer ID] reached out EverBright support requesting to cancel the solar agreement for the property located at [address].

[date of request]

[insert details/reason for cancelling here]

[Has construction started? Yes or No, If yes, provide details]

Please confirm receipt of this request.

Regards,'

After confirmation is received, the ticket can be closed.