Please enable JavaScript.
Coggle requires JavaScript to display documents.
Common Chats / Tech Issues, Has the contract been sent out? - Coggle…
Common Chats / Tech Issues
Queue issues (UB, Title, ID, ACH)
Title rejections
Rejection due to Address mismatch between UB and Lightreach
Compare addresses on Google Maps
Do both ping to the same property?
Yes
Approve
No
Do one of the address not ping at all?
Yes
Check with ___
No
Reject
Unsure
Address mismatch between Helios and Lightreach
Tech ticket (consumer support): cannot change address on Helios
UB or ACH approved/rejected incorrectly
Reupload and approve/reject the document
ID or Title approved incorrectly
Finco tech ticket required as reuploading is not avalible
Mismatch between helios and lightreach tasks
Tech ticket: dependent on where the discrepancy is. Helios issue is consumer support and lightreach is a finco ticket
Unable to generate/send quotes/contracts
Check to see if credit has been run
Yes
They do not have an add quote option in finco check their permissions
Sales rep permissions issue
refer them to the following links
create the quote for them, but recommend they reach out to their admin to change their permission
Admins: Logins for New Users/Org Structure
Finco External User Permissions
If they are unable to generate a quote check to see if the have the licence in that state for that specific program
click on the top right of the finco portal (your email)
click "Organizations & Settings
-enter in the Partner Org name
click licenses
verify they have a license for the program and state
Quote is generated, but contract is not automatically generated
tech issue for finco - potentially no contract template has been created for that exact situation
No
Quote and contracts can always be generated w/o having credit ran, they just can't be sent prior to an approved credit run
Customer cannot complete account sign up
Welcome call/Written Sales Recap Review
Does the welcome call meet all the required aspects as written in the stipulation?
Compliance: Guidelines Article
Yes
Approve! The majority of welcome calls will be approved
Unsure/other issue
Asking the engine room or other pops team members about it
Examples include:
Elderly customer, ceiling high prices, with an org on no new sales, with a rep that has been suspended
Video in spanish and gemini is not loading in it - don’t try to guess what they are talking about
Welcome call has outdated contract information
If they confirm the email on file you can approve it - welcome call was recorded most likely before the new contract was created
No
Minority of calls will have the account canceled
Exceedingly rare - allowing for a 2nd welcome call
Reinstating contracts
Are you able to reinstate the contract?
Yes
Reinstate contract
No
Verify system size and year-1 production are within threshold range
Solar Energy Plan: Change Orders
Request the sales representative change these to be within the threshold for the contract to be reinstated
Credit questions
Credit frozen
The homeowner must unfreeze their credit with both Equifax and TransUnion, as both bureaus are checked for approval.
After requesting an unfreeze, it may take up to 24 hours for the bureaus to process and update the credit status.
Both credit reports must be unlocked for the application to proceed.
Credit can only be run 6 times per account
Applicant not found
Did you verify that:
The full Social Security Number (SSN) was entered, not just the last four digits.
All applicant data (name, address, and email) was correct and complete.
Was the applicant was swapped out for another after the account was created?
yes
Recommend creating a new account
Declinded
Use the credit declined macro for the correct program type
Have the applicant reach out to their credit bureau if they are adamant about their score
Recommend adding a co-applicant and provide co applicant information
Both applicants were declinded
After both applicants have been ran credit and both are declined, in order to change the applicants a new account must be created
Credit fraud stip
Email Kenz Collamar (CC:
opspecusethis4vis@palmetto.com
) stating the homeowner needs to be contacted. You must include the homeowner's account link.
CX will handle outreach and send over a copy of the verification
Upload the verification under Documents --> Supporting on the homeowner's account, then clear the stip
Property type and Ownership
Check the property report and look for zoning type
Zoning type:
Single Family Residential
Installation can be approved
Multi-Family(Duplex/Triplexes)
Solar: If the customer owns the entire property: Approved
Townhouse or Manufactured Home
Solar: Approved only if EPC is on our approved list
HVAC: Wall where equipment is installed must be owned solely by customer
Condo/Apartment
Solar: Not approved
HVAC: Customer must own the residence and associated home systems. 1 complete system per apt.
Has the contract been sent out?
Yes
Verify email on file is correct
Yes
Are they using the same email for another account?
No
Resend the invite email and also provide them with the link
Still not working?
Is there an active portal with the same property address?
Cannot have multiple portals for the same email and property within the same org
No
1 more item...
Yes
Change email to be unique and resend invite
No
Correct the email
No
Contract will need to be sent before account activation