Returns

In the pay-per-lead model, many companies let customers return leads that don’t meet quality standards. That’s great for trust, and also an open invitation for the occasional customer who returns everything that isn’t perfectly ripe. Return tiers help you manage this by adjusting customer pricing and competitiveness based on their return behavior. Find these settings under Settings → Application → Returns. Only Admins can open the page.

​

How return rates are calculated

A customer’s return rate is the total value of their returned leads divided by the total value of leads assigned to them. It’s based on revenue, not lead count, and only looks at their most recent assigned lead volume (the Lead volume lookback), so customers can improve their rate over time.

​

Return settings

Save your changes with the floating save bar.

​

Return tiers

Return tiers group customers by return rate. Each tier can reward good behavior, penalize excessive returns, or simply label where a customer stands. Click New tier to add one. The Return Tiers table lists each tier’s Bounds and Behavior. Use Move up and Move down to change the order, and Edit or Delete to change a tier.

​

Discounts and penalties

Under Behavior, a tier can add a discount or a penalty.

• Add a discount to reward customers with low return rates. A discounted customer’s bid still competes at full price, but they’re charged less when they win. On the customer’s Bids tab, the bid amount shows struck through with the discounted price. You can only add a discount while return tiers are visible to customers.
• Add a penalty to make customers with high return rates less competitive.

​

How penalties work

A penalty reduces what the system considers a customer’s bid to be, making them less likely to win leads. Here’s an example.

• Customer bids $100
• Customer has a 10% penalty
• System treats the bid as $90 when determining the winner
• If the customer still wins, they pay the full $100

This makes high-return customers less competitive without changing their actual costs.

​

Match return rate

Turn on Match return rate instead of entering a Penalty percentage, and the penalty automatically equals the customer’s return rate. A customer with a 15% return rate gets a 15% penalty.

​

New customer tier

Turn on Apply to new customers to make a tier apply to customers whose assigned lead volume is still below the Lead volume lookback, regardless of their return rate. New customers don’t have enough history for a meaningful rate yet, so this gives them a fair starting point. The table shows a New customers badge in place of bounds.

​

Recalculating tiers

After you add or change tiers, click Recalculate in the page header. Juiced goes through every customer and assigns them to the right tier based on their current return rate. Customers whose tier changes get the Return Tier Updated notification. Between recalculations, a customer’s tier also updates on its own as they’re assigned leads and as their returns are approved, so you only need Recalculate after changing the tiers themselves.

​

Excluding customers

Individual customers can be excluded from return tiers entirely. Edit the customer and turn on Disable Return Tiers in the Toggles section. They’re removed from tier calculations and any penalties or discounts, and their return rate shows instead of a tier.

​

Returning leads

You can return a lead for a customer from their Leads tab, or from the lead’s own page. Returning refunds the lead’s price to the customer’s wallet (as a Lead Returned transaction), and the lead no longer counts against their lead caps or budgets.

​

Customer visibility

Unless you hide them, customers see their current return tier in the customer portal and can click it to view all tiers and the benefits or restrictions of each. See Returns in the customer portal for their side.

​

Related guides