Lead Returns

• The lead returns system lets a partner (or an internal user) create a return request.
• Only users with permission to Enable unrefer, return & reverse leads can handle returns and reverse transactions.
• Configure the returns option in Settings > Configuration > Preferences, or within the lead group (Settings > Lead Groups > Edit):
  1. Set it up once in Preferences to work the same across all lead groups, or
  2. Configure it differently for one, several, or all lead groups at lead group level.

Return a Lead

• A user starts a return by clicking Return on the Referral menu on the lead summary.
• If enabled, a partner can start a return from within a lead in their partner area by clicking Return.
• If Allow other return reasons to be provided is ticked in your return settings, selecting Other Reason shows a text box for the partner to add their own reason. Otherwise, they can only choose from your listed return reasons.
• Partners see the return details on their lead summary page, plus a coloured square next to the lead's progress in Search Leads:
  • Orange - Return Open
  • Red - Return Declined
  • Green - Return Accepted

Viewing Returned Leads

• A return request is notified by task to the user defined under Settings > Configuration > Preferences > Returns.
• Alternatively, search for Open returns in Search Leads using the returns filters under Add Filter - e.g. Return Status is the value Open.
• You can also filter by Return Date or Return Decision Date.

Return Decision

• Once received, a return request can be accepted or declined, with additional information recorded against the decision.
• The returns feature can also (optionally) email the introducer & referral partner, reverse transactions, and set the lead to a chosen status.
• A user handles a return by clicking Decide Return on the Referral menu and following the prompts.
• The default setting for whether to email the introducer and referral partner can be changed in Preferences > Partners.

Lead Returned Email

• A partner receives an email when a lead return is accepted or rejected.
• Sent from the email address set up in Settings > Configuration > Account Details.