Big Buildings Direct

Cancellation Lab

Test only

TEST MODE — never sends email

← Historical review

Brian Crowe #64813

FORMSTACKOver 72hForm received

Sales date

Unknown — not on Formstack

Sales date is not on the cancellation form

Cancel date

Aug 13, 2025

Formstack submitted (America/New_York)

Reason for cancel

Other

When ordering it wasn't mentioned the timeframe in which we would receive the product. We didn't have weeks or months our client needed it right away & we were able to find another company to deliver one. We also didn't receive the plans until we contacted you which caused a delay as well.

Request: Credit On File

Permit proof

No denial letter on file.

What we decided

HISTORY · never an input to decide()

Credit on file· outside_policy_default_credit

Sent credit-on-file letter. Sent mail to bcrowe@holland-enterprise.com: Brian, Our cancellation policy states that unless denied permits within 90 days the deposit is non-refundable. The request is outside of our cancellation policy so we can not offer a refund of the

2025-08-18T21:41:00Z · from cancellations@bigbuildingsdirect.com

Jacob / staff sent historically. Display only — not the policy proposal and not fed into decide().

Actual sent email (already sent historically)

From: cancellations@bigbuildingsdirect.comTo: bcrowe@holland-enterprise.com

Subject: Re: Cancellation Request

Brian, Our cancellation policy states that unless denied permits within 90 days the deposit is non-refundable. The request is outside of our cancellation policy so we can not offer a refund of the

Snippet only — full body not yet loaded for this thread.

What the app recommends

Policy engine decide()

Credit on file

80% medium

After 72h with no qualifying permit denial → credit on file

Outside the 72-hour cancel-for-any-reason window and no qualifying unfixable permit denial. Offer credit on file toward a future building of the same or higher value (historically valid 2 years). Ask them to confirm before converting. Do not describe this as a 90-day cancellation policy.

From order-form rules + opened permit file. Independent of Jacob's sent mail.

MISMATCH

Decision matches (credit), but Jacob’s sent reason/template used “90 day cancellation policy” as a blanket timeout. 90 days is only the permit-denial window. Policy proposal template is the outside-policy credit letter.

Manufacturer

—

Sales rep —

Order total

—

Deposit

—

Manufacturer, deposit, order total, and signed order form stay empty until a live read-only order-app pull. Unknown money shows —.

Gmail related to #64813

READ ONLY · never sent from this lab

cancellations@ threads matched by order number, then customer email. One cancellation case per order.

  • RE: Cancellation Request

    Aug 15, 2025, 11:21 AM · bcrowe@holland-enterprise.com · 6 messages

    Inbound

    We never got the plans to send for approval until after the “within 2-weeks” time frame so, A.) no permit was submitted on this project and B.) your staff state

    1. StaffAug 14, 2025, 5:08 PM · cancellations@bigbuildingsdirect.com

      Good afternoon, We have reviewed your cancellation request, due to the reason for cancellation it is outside of our canc

    2. InboundAug 14, 2025, 9:27 PM · bcrowe@holland-enterprise.com

      Send me the cancellation policy. Trying to understand how you can advertise a turnaround time yet come nowhere close to

    3. StaffAug 15, 2025, 11:11 AM · cancellations@bigbuildingsdirect.com

      Good morning Brian, Attached is a copy of the signed project order form, the cancellation policy is on the final page. O

  • Quote 65813

    Aug 15, 2025, 9:58 AM · bcrowe@holland-enterprise.com

    Inbound

    We placed the order and at 10 business days from placing the order no communication was provided as to status. "Once you place your deposit these plans are

  • Cancellation Form

    Aug 13, 2025, 10:57 AM · noreply@formstack.com · 2 messages

    Jacob / staff sent

    Formstack Submission For: Cancellation Form Submitted at 08/13/25 10:57 AM Cancellation Policy: The Cancellation Policy is made and entered into effective as th

    1. StaffAug 13, 2025, 10:57 AM · noreply@formstack.com

      Formstack Submission For: Cancellation Form Submitted at 08/13/25 10:57 AM Cancellation Policy: The Cancellation Policy

    2. StaffAug 13, 2025, 10:57 AM · noreply@formstack.com

      Formstack Submission For: Cancellation Form Submitted at 08/13/25 10:57 AM Cancellation Policy: The Cancellation Policy

Formstack form

Original payload

Every field from the Cancellation Form. Policy proposal still uses order-form rules plus an opened file — Jacob's sent email is comparison only.

Building order number
64813
Name
Brian Crowe
Phone
(941) 966-7087
Email
BCrowe@holland-enterprise.com
Reason (dropdown)
Other
Reason (free text)
When ordering it wasn't mentioned the timeframe in which we would receive the product. We didn't have weeks or months our client needed it right away & we were able to find another company to deliver one. We also didn't receive the plans until we contacted you which caused a delay as well.
Request (refund vs credit)
Credit On File
Credit checkbox
I understand
Submitted time
08/13/25 10:57 AM · form Aug 13, 2025 10:47 AM
Doc names
None
Local files
None on disk
Drive / doc URLs
None on the form

Attachments

0 local · 0 Drive link-only · order #64813

Local files are served from data/formstack-docs/64813/ in TEST MODE. A signature is not a denial letter. Filenames never set government-signed.

No local files and no Drive URLs on this form.

Facts

Imported from Formstack Cancellation Form (thread 198a3ef88c3cb135). Submitted 08/13/25 10:57 AM ET. Request: Credit On File. Credit checkbox: I understand. No permit docs on the form. Signing date of the original order is unknown — lab does not auto-refund on 72h. TEST MODE, email NOT SENT.

Permit notes: When ordering it wasn't mentioned the timeframe in which we would receive the product. We didn't have weeks or months our client needed it right away & we were able to find another company to deliver one. We also didn't receive the plans until we contacted you which caused a delay as well.

Signed contract
Yes
Signed at
Unknown (need dates)
Cancel requested
2025-08-13T10:57:17-04:00
Hours since signing
n/a
Days since signing
n/a
Habitable
No
Wants refund
No
Permit denial alleged
No
Permit file uploaded
No
File opened in lab
No
Government-signed denial
No
Unfixable
No
Engineered plans required
No
Engineered plans purchased
No
Variance required
No
Setbacks can be met
Unknown
Punch list
No
Vendor fail
No
Process error
No
Legal / BBB / AG / chargeback
No
Missing reason
No
Credit offered / completed
no / no
Refused credit checkbox
No

Permit doc review

TEST MODE. Open the actual uploaded file. A filename is not a denial. Saving writes data/store.json only — never email, never live cancel-app. Bulk file-open reviews from data/permit-doc-reviews.json hydrate here when that file exists; they never set government-signed from a filename.

Filenames

No file uploaded on the Formstack form.

Status: Not opened

Reviewer: Brandyn Wnukowski

Manager check

One-click Agree is the future “manager checks the bot’s work” action. These buttons only write local test-decision records. They do not send email and they do not move money.

Override (with note)

Draft customer email

NOT SENT

Subject: Cancellation request — credit on file

Hello Brian Crowe,

We have completed reviewing your cancellation request. This request falls outside our cancellation policy: the 72-hour cancel-for-any-reason window has passed, and we do not have a government-signed unfixable permit denial within 90 days of signing.

If you wish to proceed with the cancellation, the deposit will convert to a credit on file toward a future building of the same or higher value. The credit is stored under your contact information and is historically valid for two years.

Please tell us how you would like to proceed.

Big Buildings Direct
Cancellation Department
Email Only: cancellations@bigbuildingsdirect.com
1515 N Marion St
Tampa, FL 33602