Using the boberdoo system, you can process your refund, also known as return requests for any leads sold to a lead buyer. If the refund is accepted, the partner’s balance is updated accordingly. If the refund is rejected, the original lead sale transaction and lead insert data are unchanged. Also, if you know or are unsure that your vendors are re-selling the leads sold to them, make sure to not get caught up in a refund chain, here is how.
Lead Refunds - Partner Setup
You can grant refund request permissions to each of your buyers individually. Check out our How-To Video, or the Onboarding PDF for the basics of processing lead refunds. From the Partner Account Information page, you can specify whether each buyer can request lead refunds and/or request phone delivery refunds.
Lead Refund Requests
The Partner Side
If you allow your lead buyers to request refunds, they can do so from their Partner Admin login. From their My Leads>Request Refund page, your lead buyers can sort by lead type and identify individual leads to request refunds for. Your partner must select a reason for requesting the refund and also has the option to write a refund description before requesting the refund.
Once requested, your partner can view his/her requested refunds under the Refund Status tab.
The boberdoo Side
From the admin Leads page, all lead refund requests are symbolized by a yellow dollar symbol in the Partners column. You can also locate all refund requests under the Refunds tab and sort by individual partners. By either clicking the Refund Request icon from the leads page or locating the request from the Refunds tab, you can approve or decline the lead refund and submit remarks back to your lead buyer.
Additionally, you can disable your Partners’ ability to request refunds and instead manually request refunds on behalf of your partners using the Request Refund tool. This option is best utilized if you allow lead refunds, but your lead buyers do not use boberdoo’s Partner Admin.
Lead Refund Management
Notifications: If you’d like to be notified of each lead refund request, you can set up a webhook notification under Settings>Webhooks/Notifications.
Refund Request Reasons: By default, your partners will see a set list of lead refund reasons. If you want to customize this list of refund reasons, please open a ticket and outline your specifications.
Automatic Refund Approval: The boberdoo system can be configured to automatically accept every lead refund request. If you wish to utilize this option, please open a support ticket.
Partial Refunds: The boberdoo system can be configured to process refunds at a dollar amount less than the original lead sale. For example, your system could be configured to refund 80% of the lead’s original value. If you would like to utilize this option, please open a support ticket.
Admin Returns Report - Set up the Admin Returns Report to automatically send emails to your vendors that only include the leads that were refunded by them. Learn more about sending this report to some or all of your vendors.
Lead Refunds FAQ
Lead Refunds and Lead Limits
Q: If a lead refund is approved, how are the partner’s lead limits affected?
A: An approved refund is associated with the date and time that the lead was matched, not the time that the refund was approved. If the refund is approved on the same day that the lead was matched, the matching partner’s lead limit is reset by the one refunded lead. If the refund is approved the day after the lead was matched, the current day’s lead limit is not affected
The same logic applies to daily, weekly and monthly lead limits.
Q: How do refunds work with selling calls?
A: Check out our webinar on using refunds instead of selling calls on duration.
Lead Refunds and Billing
Q: If a lead refund is approved, how is the partner billing affected?
A: Lead refunds appear as a line-item transaction for each partner. The partner’s balance is updated at the time the refund is approved.
Lead Refunds and Reports
Q: If a lead refund is approved, how are reports affected?
A: By default, system reports are generated based on the transaction date. This means that when a refund is approved, your reports will be adjusted to account for the approved refund.
There are multiple options for returning or refunding leads in boberdoo. If you want only to refund one lead, you can navigate to your Leads tab and search for the lead you wish to refund. Under the Tools, you can select “Refund Lead”
You can navigate to: Parter > Manage Partners Account > Request Refund:
You can also request a refund via the “requestRefundForLead” API. The API Specifications can be found in your boberdoo system under Settings > API Specifications.
Please note that Reason_ID is a required field when using this API. To get a list of possible refund reasons, you can use the getRefundReasons API.
Refunding Leads for your Buyers
Your Buyers can request refunds themselves. However, this feature must be enabled in their Account information.
If this feature is enabled, your buyers can navigate to: My Leads > Request Refund and select Request Refund.
To start a bulk refund, go to the Partners tab, then Manage Partner Account, followed by the Bulk Refund Request. Here, you will have to upload a CSV file. You can choose whether to refund Leads by their Lead ID, email or Phone.
The file should be CSV type with one email address/phone/lead ID per line with no header. Optionally, you can provide a Reason for Refund and Refund Comments in the CSV file. For an empty row, the default reason/comment will be used.
Example of CSV file content:
email1@nags.us
email2@nags.us
email3@nags.us, Bogus Lead, Some refund comment
