Credit request policy – FAQs

 

When can I report a job lead?

When you buy a job lead, you should be able to contact the customer and quote on the job.

If you’ve tried to call and email them but they haven’t answered your call, called you back or replied to your email, you can report the lead. When your call goes unanswered, you’ll need to have used our ‘Request a callback’ feature (where we send the homeowner an email from Rated People, requesting that they contact you) and have waited 24 hours for the homeowner to get in touch before reporting the job lead.

Sometimes a homeowner is just busy when you call so by waiting 24 hours we can be sure they’ve had a chance to respond to you.

If you’ve been in touch with the homeowner and they haven’t given you a fair opportunity to quote, you can also report the lead.

Whether it’s contacting them or quoting on the job that’s the problem, you can then go on to request a credit for the lead if you meet the following criteria:

  • You bought the lead within the last 30 days.
  • Your profile page is up to date (including a company description, primary trade, profile photo and cover photo).
  • You need to have requested a rating within the last 90 days. This can be for any job you’ve completed.

Our eligibility criteria are there to ensure homeowners are given the best initial impression of your business when we send them your profile. We tend to find tradespeople with incomplete profiles don’t receive many calls.

Note: You’re not eligible to receive a credit if you had the chance to quote.

 


How do I report a job lead and request a credit?

  • Find the job lead in your ‘Purchased Leads’ list.
  • Click ‘View full details’.
  • From the full details screen, click ‘Report lead’ and follow the steps.
  • Tell us about the issue you’ve had with the homeowner, submit your feedback and then we’ll do an automatic check to see if you can request a credit.

Once you report a job lead, we save your feedback to help us improve how homeowners communicate with you. If you go on to request a credit, we contact the homeowner on your behalf to ask them why you were unable to contact them and/or quote.

We give homeowners 3 days to get back to us. If they fail to do so or they confirm that you couldn’t contact them or quote, we will credit your account with the amount you paid for the lead +VAT, which you can use to buy another job lead.

 


How to request a credit

  • Log in to your account.
  • Go to your ‘Purchased Leads’.
  • Find the lead you’ve reported.
  • Click ‘View full details’.
  • Select ‘Request a credit’ and follow the instructions.

Why can’t I see the ‘Report this lead’ button on my job lead?

You can only report job leads that you’ve purchased within the last 30 days, so the button won’t be available if you’re looking at an older job lead. You’re also unable to report a job lead that you’ve requested a rating for or where you’ve issued an invoice for the work, as this suggests that you’ve already been in touch with the customer and you were able to quote.

 


What happens when I report a job lead and request a  credit?

When you report a job lead, your feedback is stored to help us improve how homeowners communicate with you. If you go on to request a credit, we contact the homeowner on your behalf to ask them why you were unable to contact them and/or quote. We allow 3 days for the homeowner to respond to us and if they fail to do so or they confirm that you could not contact them or quote, we will credit your account with the amount you paid for the lead +VAT.

Your request will be declined if the customer indicates that you were able to contact them and/or they feel you were given the opportunity to quote. Your request may also be declined if the lead credit you’ve requested has exceeded what we’ve assessed is normal for your trade and area.

 


Why has my credit request been declined?

If your credit request has been declined, it’s either because the credit you’ve requested has exceeded what we’ve assessed is normal for your trade and area, or because the customer has responded that you were able to contact them and they gave you the opportunity to quote. This includes situations where:

  • You were able to quote but didn’t win the work.
  • You won the work but the job didn’t go ahead for any reason.
  • You provided a quote or estimate over the phone.
  • You didn’t take the opportunity to quote (due to timing, job size etc.).
  • The customer indicated that they are still waiting on a quote from you.

 


How do I check the status of a credit request?

To check the status of your credit request and remind yourself when you submitted it, log in to your account and find the lead in your ‘Purchased leads’ list. After that, click the lead to view the full details page. You’ll see a ‘Notes’ column to the right which shows you the date that you submitted the request and indicates how long it will be before you hear whether your request has been approved or declined.

Please allow 3 days for us to attempt to contact the homeowner. Once we have an outcome, we’ll update the status recorded on the lead details page and send you an email with the result of your request.