We CANNOT update or change the Email address on record under any circumstance.
If an Email Address needs to be changed, the installer will need to cancel the workflow (If applicable) and create a new contract by using the correct Email address information
Background:
After credit is run and before the contract is signed, support has the ability to update the homeowner’s legal contact information in the platform.
This may be needed if the homeowner’s information does not match what is currently on the title, which would result in the rejection by Deal Processing.
All signers of the agreement must exactly match their respective credit and title legal contacts.
DocuSign signature must match legal contact names.
Note: each signer must select and use their own DocuSign signature, or the document will be rejected.
Support will receive a request to update the legal information of the customer.
NCCO Exception:
After a contract has been signed, a No Cost Change Order (NCCO) can be used to update a customer’s contact information (name, address), ACH payment preference, sales rep or contractor’s name without the need to cancel the contract.
Support Agents are able to update contact information, ONLY if the information is required to match the customers Title information. The information must match the Title. This is the ONLY exception.
Please refer to the following Document: (Click Here)
Support Process:
Any of the following information can be updated (Legal Name and Address must match title):
Legal Name
Address / Unit number
Phone number
Navigate to the Contract phase:
If the contract has not been signed by any parties, support can void the contract: and update the legal contact information. The status will either be ‘Not Started’ or ‘Sent’. Example:
If the contract has already been signed (by anyone), the installer will need to use the NCCO feature. Example:
To update legal information, navigate to the Qualification phase:To update the name, phone number or email address, click on Name & Address (1), then click on Edit (2) in the credit phase (3) and edit the information so that it matches exactly to the legal information in the title (4)
To update the name, phone number, click on Name & Address, click on Edit (1) in the credit phase (2) and edit the information so that it matches exactly to the legal information in the title (3)
Support can only update the information in the CREDIT section. DO NOT update any information in the TITLE section
Support can only update the information in the CREDIT section. DO NOT update any information in the TITLE section
Once the legal information has been updated, the contract can be resent for signatures.