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 is required.

NOTE: the Homeowner’s request has to come from the same email address on file

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
Job is Outside of the 14 business days	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
	Phone:
	“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!”
	Chat:
	Reply to the Homeowner by using the the Quick Reply named as “Restore-Unable-HO“
Job still within 14 business days	Locate the customer record in Salesforce and create a case at the contact record level. Request type - Account Management: Customer Information Update Case description Homeowner request to restore workflow.	The Red Banner will display the restore workflow timeframe
	Open the newly created case and create a case assignment Assign to Deal Processing Referral Reason Restoration Request Referral comments: Engine link of the job the Homeowner wishes to restore
	Assign the case to the back-office queue

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	Ask the customer to submit the request via email at (support@myeverbright.com) from the email address on record
If outside 14 business days	Phone:
	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!”
	Chat:
	Reply to the Homeowner by using the the Quick Reply named as “Restore-Unable-HO“

From the Sales Representative / Installer:

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

IF	Then	Reference
Job is Outside of the 14 business days	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
	Phone:
	“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!”
	Chat:
	Reply to the Rep by using the the Quick Reply named as “Restore-Unable-Rep“
Job still within 14 business days	Locate the Homeowner in Salesforce and create a case at the contact record level. Request type - Account Management: Customer Information Update Case description Homeowner request to restore workflow. Open the newly created case and create a case assignment Assign to Deal Processing Referral Reason Restoration Request Referral comments: Engine link of the job the Homeowner wishes to restore Assign the case to the back-office queue	Red Banner will show the restore workflow timeframe

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 YES:
	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 Quick Reply named as “Restore-HO-Confirmat”
	If NOT:
	Reply to the Rep PHONE: “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” CHAT: Reply to the Rep by using the the Quick Reply named as “Restore-Unable-Rep“

AGREEMENT RESTORE PROCESS (Back Office Only)

IS THE REQUEST COMING FROM:

From the Homeowner:

Action	Reference
Confirm the request is coming from the Email address on record.	This can be confirmed by checking in Salesforce
If it is NOT coming from the same Email address on record reply to the customer:	Elevate to Email through CXone by using the HO’s Incorrect Email address and use the Quick Reply named as “Restore-Wrong Email“ Once the Quick Reply has been sent : Link the Jira Ticket into the Homeowner’s Profile in Salesforce into the Feed section CLOSE the Jira Ticket
If the request IS received from the Email address on record; verify if the job is still within the 14-business day limit
If within 14 business days:
Locate the customer record in Salesforce and create a case at the contact record level.	Request type - Account Management: Customer Information Update Case description Homeowner request to restore workflow.
Open the newly created case and create a case assignment	Assign to Deal Processing Referral Reason Restoration Request Referral comments: Engine link of the job the Homeowner wishes to restore
Link the Jira Ticket into the Homeowner’s Profile in Salesforce into the Feed section
After agreement is restored by DP; Elevate to Email through CXone by using the HO’s Email Address and use the Quick Reply named as “Restore-HO-Completed”
Close the Jira Ticket
If OUTSIDE of the 14 business days:
Elevate to Email through CXone by using the HO’s Email address and use the Quick Reply named as “Restore-Unable-HO“	Once the Quick Reply has been sent : Link the Jira Ticket into the Homeowner’s Profile in Salesforce into the Feed section CLOSE the Jira Ticket

From the Sales Representative / Installer:

Action	Reference
Check the job in Engine to determine if the Cancellation status still within 14 business days
If within 14 business days:
Reply to the Sales Rep/Installer	Elevate to Email through CXone by using the Sales Rep/Installer’s Email and use the Quick Reply named as “Restore-InstallerReq“ Link the Jira Ticket into the Homeowner’s Profile in Salesforce into the Feed section CLOSE the Jira Ticket Elevate to Email through CXone by using the Homeowner’s Email Address and use the Quick Reply named as “Restore-HO-confirmat” 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 Sales Rep/Installer	Elevate to Email through CXone by using the Sales Rep/Installer’s Email and use the Quick Reply named as “Restore-Unable-Rep“ Link the Jira Ticket into the Homeowner’s Profile in Salesforce into the Feed section CLOSE the Jira Ticket

Process:

Where is the Restore request coming from?

AGREEMENT RESTORE PROCESS (PHONE & CHAT Support)

From the Homeowner:

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

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

From the Sales Representative / Installer:

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

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

AGREEMENT RESTORE PROCESS (Back Office Only)

From the Homeowner:

If within 14 business days:

If OUTSIDE of the 14 business days:

From the Sales Representative / Installer:

If within 14 business days:

If OUTSIDE of 14 business days:

(Go To Top)

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Agreement Restore Process

Process:

Where is the Restore request coming from?

AGREEMENT RESTORE PROCESS (PHONE & CHAT Support)

From the Homeowner:

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

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

From the Sales Representative / Installer:

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

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

AGREEMENT RESTORE PROCESS (Back Office Only)

From the Homeowner:

If within 14 business days:

If OUTSIDE of the 14 business days:

From the Sales Representative / Installer:

If within 14 business days:

If OUTSIDE of 14 business days:

(Go To Top)

Related Articles: