What qualifies for a replacement
The grounds in the Lead Replacement Policy, the reasons you can pick in the form, which purchases are covered, and what an approved request gives you.
4 min read
Before you start
- A lead delivered on a Premier order that you think is invalid
Tip
Pick Duplicate lead only when you believe we already sent you the same person, since we check your delivery history before deciding.
A replacement is for a lead that is invalid or does not meet our quality standards. This article lists the grounds, says which purchases they apply to, and explains what you get when a request is approved. The Lead Replacement Policy is the controlling document.
The grounds
You may request a replacement on any of these grounds.
- The lead's telephone number is disconnected.
- The lead duplicates a lead already delivered to you in the previous 30 days.
- The lead's state of residence is outside the states you selected.
- The lead's telephone number is outside the states you selected.
- The consumer's stated age is over 85.
- The lead is not in the product category you ordered.
- The lead is obviously fraudulent (test data, spam, or fabricated information).
- Any other reason we agree, in our discretion, makes the lead unusable.
Important
Every request is subject to review and approval by CLSD. Abuse of the policy may cost you replacement privileges.
The reasons in the request form
The Reason for Replacement menu in the request form offers four choices.
| Reason | Use it when |
|---|---|
| Older than 85 | The age on the lead is over 85. |
| Not in states | The lead's state is outside the states on your order. If the address is inside your states but the phone number is not, send that one to support instead. |
| Disconnected phone | The number is disconnected. |
| Duplicate lead | We already delivered the same person to you. |
When you pick Duplicate lead, we check your delivery history. If the same person was delivered to you on an earlier order, the request is approved. We match on the phone number, the email, or the name. If we have never sent you that person before, the request is denied with a note saying so.
The wrong product category, fraud, and the catch all ground have no menu entry of their own. For those, contact our team through Getting support and we will file the request for you.
Which purchases are covered
The Policy applies to leads you purchase. That means leads delivered on a Premier order, and leads you buy from Premier Overflow or the Warehouse.
The request form, the Leads page and the New request search only cover leads delivered on a Premier order. A request about a Premier Overflow or Warehouse purchase goes to our team through Getting support, and we file it for you.
It does not apply to a Gym membership. A membership is access to aged inventory rather than a purchase of an individual lead, so there is no lead to replace. Membership billing is covered by the Refund Policy.
What an approved request gives you
A replacement is a replacement lead, not a refund. When a request on a Premier order is approved, the replaced lead stops counting toward that order. On the order page Delivered drops by one and Remaining rises by one, and the open spot is filled by another lead through your order, the same way the rest of your leads arrive.
Note
Leads are sold as is. The value of a lead is the information in it, and that information cannot be returned once delivered, so a delivered lead is final and a replacement is the remedy for one that is invalid. The details are under Lead Purchases in the Refund Policy.
Frequently asked questions
Will you replace a lead that did not answer or did not convert?
No. We replace a lead that is invalid or does not meet our quality standards. A lead that did not pick up, or did not buy, does not qualify. Leads are sold as is.
Can I get a refund instead of a replacement?
No. A delivered lead is final, because the value of a lead is the information in it and that cannot be returned. The remedy for an invalid lead is a replacement lead on your order.
My reason is not in the menu. What do I do?
The menu covers age, state, a disconnected phone and a duplicate. For the wrong product category, fraud, or any other reason you believe makes the lead unusable, contact our team through Getting support and we will file the request for you.
Does the Policy cover a Gym membership?
No. A membership is access to aged inventory rather than a purchase of an individual lead, so there is no lead to replace. Membership billing is covered by the Refund Policy.