What If an Agent Wants to Be Removed From the Network (Non-SGD)?

Overview

If an agent who is not part of the Guaranteed Display (SGD) program requests to be removed from the SOLD.com Preferred Agent Network, specific steps must be taken to process their removal. For agents who are part of SGD, follow a different process as outlined below.

Steps for Removing a Non-SGD Agent

1. Verify Agent Status:

   • Ensure the agent is not a Guaranteed Display (SGD) participant by checking their Salesforce contact under the Guaranteed Display checkbox.
   • If they are part of SGD, do not proceed with the disqualification steps and follow the cancellation process (details below).

2. Change Agent Status:

   • Update the agent’s status in Salesforce to:
     “Disqualified - Agent Request.”

3. Email Trigger:

   • This action will automatically trigger an email to the agent confirming their removal from the network. The email will also notify the agent that any referral fees are still due if they close any of their existing referrals provided by SOLD.com.

4. Log Activity:

   • In Salesforce, log the reason for the removal request in the Activity section. Include details such as:
     • Who requested the removal (agent or team member).
     • Any relevant context or notes about the request.

Important Notes

• For SGD Agents:

  • If the agent is a Guaranteed Display participant, do not change their status to "Disqualified." Instead:
    • Submit a ticket under the category: Preferred Agent Cancellation Request.
    • Ensure the request includes their name, email, and reason for cancellation.

• Referral Fee Obligation:

  • Regardless of network removal, agents remain obligated to pay referral fees for any referrals they close from SOLD.com, even after their disqualification.

Talking Points for Teams

• Example Script for Agents:

  • "I understand you’d like to be removed from the SOLD.com Preferred Agent Network. I’ve processed your request and updated your status. You’ll receive a confirmation email shortly. Please note that if you close any referrals we’ve provided in the past, you are still obligated to pay the referral fee as outlined in the agreement. Let us know if you have any other questions!"

• If SGD Agent:

  • "I see you are part of our Guaranteed Display program. Your removal requires a formal cancellation process. I’ve submitted a request on your behalf, and our team will follow up shortly to confirm next steps. Please let me know if you have any other questions in the meantime!"

Resources for Teams

• Agent Portal Access: Verify agent activity and status changes.
• SGD Program Cancellation Policy: Reference cancellation terms for Guaranteed Display agents.
• Internal Tickets: Submit requests under Preferred Agent Cancellation Request for SGD participants.

By following these steps and providing clear communication, agents can be removed from the network in compliance with SOLD.com’s policies while maintaining professionalism.