The seven day replacement window
How long you have to request a replacement, how the days are counted, and what you see once the window has passed.
3 min read
Before you start
- A lead delivered on a Premier order, so you can see its delivery date on the Leads page
Tip
Check the delivery date in the lead's row on the Leads page before you count the days.
You have seven days from delivery to request a replacement on a lead. This article explains how the seven days are counted, what the app shows once they have passed, and what to do if you missed the window.
How the days are counted
The window starts at the moment the lead is delivered to you and runs seven days from that moment. The delivery date is the date shown in the lead's row on your Leads page and on the order it came on. The New request search on the Replacements page shows the same date as Delivered followed by the date.
Warning
A lead delivered on 9/18/2026 can be requested until the same time of day on 9/25/2026. After that the Actions entry reads Window closed on 9/25/2026.
The deadline that applies to a lead is the one the Policy stated when you bought it. If we change the Policy later, the change applies to leads you buy after it is posted.
What you see once the window has passed
Note
The lead is still yours and still in your lists. Only the request action has closed.
- In the Actions menu on the Leads page and on the order, the entry reads Window closed on followed by the date it closed, and it cannot be clicked.
- In the New request search on the Replacements page, the lead is listed with a Window closed badge in place of its Delivered date, and cannot be picked.
For the steps to file a request inside the window, see Requesting a replacement. For what counts as a valid reason, see What qualifies for a replacement.
Frequently asked questions
How long does a review take?
The Lead Replacement Policy states that our team will review your request and respond within 3 business days. Open Replacements at any time to see where a request stands. See Tracking your replacement requests.
I missed the window. Is there anything I can do?
Yes. If something kept you from asking inside the seven days, contact our team. We can still file a request on your behalf, and we will look at what happened. See Getting support.
If the Policy changes, does my deadline move?
No. The deadline that applies to a lead is the one the Policy stated when you bought it. A change applies to leads you buy after it is posted.