Rise Estate is committed to delivering high-quality, verified leads to our real estate partners. We understand that occasionally a lead may not meet our quality standards, and we have established this Lead Return Policy to ensure fair resolution of such cases.
Quick Summary: You have 48 hours from lead delivery to dispute a lead. Eligible returns result in a lead credit, not a monetary refund. Maximum return rate is 15% of monthly lead volume.
1. Lead Quality Guarantee
Every lead delivered by Rise Estate is guaranteed to meet the following criteria:
- Accurate Contact Information: Valid phone number and/or email address
- Real Intent: The person has expressed genuine interest in buying, selling, or renting property
- Targeted Location: The lead is interested in properties within your specified service area
- Exclusive Delivery: Premium leads are delivered to only one agent
- Verified Data: All lead information has been verified through our multi-step validation process
2. Eligible Returns
A lead qualifies for return credit if it meets any of the following criteria:
| Return Reason |
Description |
| Invalid Phone Number |
Phone number is disconnected, wrong number, or does not exist |
| Invalid Email |
Email bounces or returns undeliverable (if email-only lead) |
| Wrong Location |
Lead is interested in properties outside your specified service area |
| Duplicate Lead |
Same contact received within the past 90 days |
| Not Real Estate Related |
Lead has no interest in real estate services |
| Test/Fake Entry |
Clear indication of test data, spam, or fake submission |
| Already Your Client |
Person is already an active client in your database |
3. Non-Eligible Returns
The following situations do NOT qualify for lead returns:
- No Answer: Lead does not answer phone or respond to messages (attempt must be documented)
- Changed Mind: Lead was interested but has changed their mind
- Not Ready Yet: Lead has a longer timeline than expected
- Price Mismatch: Lead's budget doesn't match your listings
- Working With Another Agent: Lead decided to work with someone else
- Late Dispute: Dispute submitted after the 48-hour window
- Insufficient Contact Attempts: Less than 3 contact attempts over 5 days
- Pre-Qualified Leads: Leads already marked as "hot" or "appointment scheduled"
Important: Simply not being able to reach a lead after the minimum required contact attempts does not qualify for a return. Real estate lead conversion requires persistent, strategic follow-up.
4. How to Submit a Return Request
4.1 Timeframe
Return requests must be submitted within 48 hours of lead delivery. After this window closes, leads are not eligible for return regardless of the reason.
4.2 Required Information
When submitting a return request, you must provide:
- Lead ID number (found in your dashboard)
- Specific reason for return (select from dropdown)
- Documentation supporting your claim:
- For invalid numbers: Screenshot of "number not in service" message
- For wrong location: Screenshot of conversation confirming different area
- For duplicates: Original lead record from your CRM
- Record of contact attempts made
4.3 Submission Process
- Log in to your Rise Estate dashboard
- Navigate to My Leads section
- Find the lead and click Dispute Lead
- Complete the return request form
- Upload required documentation
- Submit the request
5. Review Process
5.1 Timeline
- Initial Review: 24-48 business hours
- Additional Investigation: Up to 5 business days if needed
- Final Decision: Communicated via email and dashboard notification
5.2 Our Verification Process
Our team will:
- Verify the contact information through our systems
- Review the original lead submission data
- Check our call recordings (if applicable)
- Evaluate your documentation
- Make additional contact attempts if necessary
6. Return Credits
Credit Policy: Approved returns result in a lead credit added to your account within 24 hours of approval. Credits never expire as long as your account remains active.
6.1 Credit Value
- Exclusive leads: Full lead credit
- Shared leads: Full lead credit for that lead type
- Premium/appointment-set leads: Not eligible for return under standard policy
6.2 Credit Usage
Lead credits can be used for:
- Future lead delivery in the same category
- Upgrade to different lead types (with additional payment)
- Transfer to a different service area (upon request)
7. Monthly Return Limits
To maintain service quality and prevent abuse, the following limits apply:
- Standard Accounts: Maximum 15% of monthly lead volume
- Premium Accounts: Maximum 20% of monthly lead volume
- Enterprise Accounts: Customized terms per agreement
If your return rate consistently exceeds these limits, we may review your account settings and lead targeting to improve lead quality for your specific needs.
8. Dispute Resolution
If you disagree with a return decision:
- Reply to the decision email within 7 days
- Provide additional documentation or clarification
- A senior team member will conduct a second review
- Final decision will be communicated within 5 business days
The second review decision is final and not subject to further appeal.
9. Best Practices for Lead Conversion
To minimize returns and maximize conversions, we recommend:
- Speed to Lead: Contact new leads within 5 minutes of delivery
- Multi-Channel Approach: Use phone, text, and email
- Minimum 6 Touch Points: Research shows leads often convert after 5-7 contacts
- Vary Your Timing: Try morning, afternoon, and evening contact attempts
- Add Value: Include market insights or property matches in your outreach
- Use Automation: Set up drip campaigns for long-term nurture
10. Contact Us
For questions about lead returns or to check on a pending dispute:
Rise Estate Lead Quality Team
Email: leads@riseestate.com
Phone: +1 (234) 567-890
Hours: Monday - Friday, 9:00 AM - 6:00 PM EST