What Is a Blacklisted Agent?

Overview

A blacklisted agent is someone who has been permanently restricted from receiving referrals through the SOLD.com network. This status is reserved for agents who have violated SOLD.com policies or failed to pay referral fees as agreed.

Details About Blacklisted Status

1. Reasons for Blacklisting:

   • Policy Violations: The agent violated SOLD.com’s terms, practices, or standards.
   • Unpaid Referral Fees: The agent has outstanding referral fees they have failed to pay.

2. Rejoining the Network:

   • Blacklisted agents are not allowed back into the network unless specific management approval has been granted.

3. Blacklisted Field Restrictions:

   • Only managers have the ability to update an agent’s status to “Blacklisted.”
   • Reps or team members should never move an agent to this status.

Steps for Handling Potential Blacklist Situations

1. Verify Eligibility for Blacklisting:

   • Confirm the agent has committed an infraction (policy violation or unpaid referral fees).
   • Gather evidence or documentation supporting the reason for blacklisting.

2. Escalate to Management:

   • If you believe an agent should be blacklisted, escalate the case to your manager with the following details:
     • Agent name and contact information.
     • Specific reason for potential blacklisting.
     • Supporting documentation (e.g., unpaid invoice, history of communication, policy violation details).

3. Management Action:

   • Managers will review the case and, if appropriate, update the agent’s status to “Blacklisted” in Salesforce.

Talking Points for Teams

• If the Agent Inquires About Blacklisting:

  • "Blacklisting is a status reserved for agents who have violated SOLD.com’s policies or have unresolved referral fees. If you have concerns about your account, please let us know, and we’ll look into your case further."

• If You Suspect an Agent Should Be Blacklisted:

  • "Thank you for bringing this to our attention. I’ll escalate this to our management team for review. They will assess the situation and determine next steps based on our policies."

Important Notes

• Referral Obligations:

  • Blacklisted agents are still legally obligated to pay any outstanding referral fees for referrals provided by SOLD.com before they were blacklisted.

• No Rep Updates:

  • Only managers can change an agent’s status to “Blacklisted.” Team members should always escalate suspected cases.

Resources for Teams

• Escalation Process: Submit cases to management with detailed notes and supporting evidence.
• Agent Policies: Review SOLD.com’s policy guidelines for referral agreements.
• Outstanding Referral Fee Tracker: Access tools to verify unpaid fees for agents under review.

This process ensures that the blacklisting status is used appropriately and consistently, safeguarding the integrity of the SOLD.com network while maintaining professionalism.