When to Return a Lead (And When Not To)

For live transfers, there's an automatic quality protection:

• If the call lasts under 90 seconds, you're automatically credited
• No return request needed — the credit appears in your account
• This covers dropped calls, wrong numbers, and unqualified transfers
• Check your Calls page to see credited transfers

The more detail you provide, the faster the review:

• Specific reason (e.g., "Phone number 555-123-4567 is disconnected")
• When you attempted contact (dates and times)
• What happened (e.g., "Automated message says number is not in service")
• Any additional evidence (screenshots, call logs if applicable)

Submit returns promptly:

• The sooner you submit, the stronger your case
• Waiting weeks to return a lead raises questions about whether you tried to work it
• Check your leads regularly and return qualifying ones within a few business days

The review process:

• Your request is reviewed by the quality team
• Credits are applied to your account balance if approved
• You'll see the credit in your Billing transaction history
• If denied, you'll receive an explanation

Tight, accurate targeting reduces mismatches:

• Only target geographic areas where you're actually licensed and competitive
• Focus on verticals where you have strong carrier appointments
• Don't target everything everywhere — precision beats volume here

Fast response reduces several return scenarios:

• The faster you call, the more likely the consumer remembers submitting the form
• Quick calls prevent "I already bought from someone else" situations
• Fresh contacts are more likely to answer the phone

On your end:

• Make sure your phone number in Settings is correct
• Ensure your transfer schedule matches when you can actually answer
• Keep your profile active — leads delivered to a paused profile waste your balance

Monitor this metric monthly:

• Calculate: (returned leads ÷ total leads received) × 100
• Healthy return rate: under 5%
• Concerning: 5-10% — review your targeting and response time
• Action needed: over 10% — something is wrong with your profile setup or process

Diagnose the root cause:

• Mostly wrong area/product returns → tighten your profile targeting
• Mostly invalid contact returns → this is a platform issue, contact support
• Mostly "changed their mind" returns → remember, this isn't returnable — it's a sales issue
• A mix of everything → review your entire process from profile to follow-up