Lead Return Policy

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.

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:

• Changed Mind: Lead was interested but has changed their mind
• Price Mismatch: Lead's budget doesn't match your listings
• 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"

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:

1. Lead ID number (found in your dashboard)
2. Specific reason for return (select from dropdown)
3. 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
4. Record of contact attempts made

4.3 Submission Process

1. Log in to your Rise Estate dashboard
2. Navigate to My Leads section
3. Find the lead and click Dispute Lead
4. Complete the return request form
5. Upload required documentation
6. 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. Dispute Resolution

If you disagree with a return decision:

1. Reply to the decision email within 7 days
2. Provide additional documentation or clarification
3. A senior team member will conduct a second review
4. Final decision will be communicated within 5 business days

The second review decision is final and not subject to further appeal.

7. Contact Us

For questions about lead returns or to check on a pending dispute:

Rise Estate Lead Quality Team
Email: info@riseestate.org
Phone: (239) 579-9222
Hours: Monday - Friday, 9:00 AM - 6:00 PM EST