REMOVE? -- Ekho Communications

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Preorders

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Preorder Confirmation

• Context: Sent when a buyer places a preorder on Ekho.
  

  Images from left to right: SMS to buyer, email to buyer, email to OEM.

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Preorder Refund

• Context: Sent when an OEM refunds a preorder.
• Trigger: OEM clicks ‘Cancel and Refund’ in the Admin Portal.

Images from left to right: email to buyer, trigger in Admin Portal.

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Preorder Conversion

• Context: Sent to a buyer when converting a preorder.
• Trigger: OEM clicks ‘Convert Preorder’ in the Admin Portal.

Images from left to right: SMS to buyer, email to buyer, trigger in Admin Portal.

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Payments

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Full Payment Received

• Context: Email sent to the buyer and OEM once an order is fully paid.
• Trigger: When a cash or cashEarly (Ekho Glossary) buyer pays off the remaining balance through ACH or card.
  

  Images from left to right: email to buyer, email sent to OEM.

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Lender Payment Received

• Context: Email sent to the OEM when the financed amount is transferred to the OEM’s Stripe account.
• Trigger: When Ekho transfers the financed amount from the lender to the OEM’s Stripe account for a financed order.
  

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ACH Payment Failed

• Context: Sent to the buyer when their ACH transfer for a down payment or remaining balance fails.
  

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Refund Initiated

• Context: Email sent to the buyer when Ekho cancels and refunds their order.
• Trigger: At the moment, only Ekho is able to cancel and refund an active order.
  

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Abandoned Cart Re-Engagement

• Context: Email sent to the buyer if they abandoned either their pre-order or checkout session.
• Trigger: Buyer inputs their contact information but does not place their order.
• Intervals: Sent 1 hour after abandoning cart, 72 hours (after the first email), 120 hours (after the second email).
  • OEMs can choose to apply a fixed discount amount upon the third and last re-engagement.

Images from left to right: first, second, third, and third re-engagement with a discount.

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Checkout

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Checkout Confirmation

• Context: Sent to the buyer confirming their placed order.
  

  Images from left to right: SMS sent to buyer, email sent to buyer

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Financing

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Lender’s Decision

• Context: Buyer receives a financing decision from the lender (either declined or approval with no stipulations).
  

  Images from left to right: SMS sent to buyer, email sent to buyer

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Conditional Offer Received

• Context: Buyer receives a conditional offer from the lender and must provide additional information to clear the stipulations.
  

  Images from left to right: SMS sent to buyer, email sent to buyer

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Stipulations Re-requested

• Context: The initial information provided was insufficient; additional information is required to clear stipulations. Ekho will provide a note with instructions or corrections.
  

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Sign Final Financing Contract

• Context: Buyer must sign the final financing agreement prior to delivery.
• Trigger: OEM marks the vehicle as ready to ship within a week in the Admin Portal.
  

  Images from left to right: SMS sent to buyer, email sent to buyer

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Titling & Registration

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VIN Assigned

• Context: Buyer was previously blocked at insurance until the VIN was assigned.
• Trigger: OEM assigns the VIN for the order in the Admin Portal.
  

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Paperwork Section Ready

• Context: Buyer can begin their paperwork for titling and registering their vehicle.
  

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Temporary Tag Uploaded

• Context: Buyer can download and print their temporary tag to enjoy their vehicle upon delivery.
• Trigger: OEM marks the vehicle as shipped or delivered in the Admin Portal.
  

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Automated Re-Engagements

Ekho has built an internal infrastructure to detect outstanding actions for a given order and automatically re-engage the buyer to continue making progress with their order.

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Submit Financing Application

Images from left to right: SMS sent to buyer, email sent to buyer

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Provide Stipulation Information

Images from left to right: SMS sent to buyer, email sent to buyer

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Review Financing Offer

Images from left to right: SMS sent to buyer, email sent to buyer

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Complete Identity Verification

Images from left to right: SMS sent to buyer, email sent to buyer

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Sign Bill of Sale

Images from left to right: SMS sent to buyer, email sent to buyer

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Ship Titling Paperwork