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Sometimes a lead turns out to be a dud, like a wrong number, a duplicate, or someone who never asked to be contacted. Your provider sets the rules for when you can return a lead and get your money back. This page covers how returns work from your side of the portal.

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Returning a lead

You don’t return leads from inside the portal. Your provider handles returns through their own process, usually a form or support page. If they’ve set one up, you’ll find it under Support → Lead Returns in the sidebar, or by searching for “Lead Returns” with ⌘ K. Not seeing a Lead Returns link? Use Support Portal or Email Us in the same group, or contact your provider directly. Have the lead’s ID ready; it’s at the bottom of the lead’s details page, with a copy button.

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When a return is approved

  • The lead’s status changes to Returned in your Leads list. Set the Status filter to Returned to see them all.
  • The refund appears in Transactions as Lead Returned, and goes back into your wallet.
  • Contacts with the Return approved notification turned on get an email or text. See Notifications.

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Your return rate chip

If your provider shares it, a chip at the top of the sidebar shows your return rate. Your return rate is the total value of your returned leads divided by the total value of leads assigned to you, measured over your most recent leads (your provider sets how far back it looks), so it improves as you go. The chip comes in one of two forms.

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Return rate

A percentage, colored by how you’re doing. It shows — until there’s enough history to calculate it. Click it for a message about your rate and how it’s calculated, plus a View Returned Leads button that takes you to your returned leads.

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Return tier

Some providers group customers into return tiers (sometimes called badges) based on their return rate. If yours does, the chip shows your tier’s name instead. Click it to see three things.
  • Your current tier, with your provider’s description of what it means
  • Your current return rate
  • Every tier, with the return-rate range (or lead volume, for new customers) that qualifies for each
Contacts with Return tier updated turned on are notified when your tier changes.

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Tier discounts

Some providers reward a low return rate with a discount on the leads you win. If your tier comes with one, you’ll see it in two places.
  • On the Bids page, My Bid shows the discounted price in green next to your struck-through bid. Your bid still competes at its full amount; you’re just charged less when you win.
  • On the Leads page, discounted leads show the price you paid in green, with the full price struck through.
Hover either price to see the discount percentage.