Referral Fee Disputes with Other Lead Generation Companies

Overview

Agents often ask how referral fees are handled if they receive the same lead from SOLD.com and another lead generation company. This situation can arise when agents use multiple sources to build their pipeline. Below is a clear breakdown of the process and steps agents should take to resolve these concerns.

How Referral Fees Work in These Scenarios

1. Initial Due Diligence:

   • Agents have 24 hours to review and reject a referral if they already have the client in their pipeline from another source.
   • If the agent identifies the lead as a duplicate during this period, they should reject the referral via their SOLD.com portal to avoid being assigned the referral.

   Important Note: Rejected referrals will be reassigned to another agent in the SOLD.com network.

2. Exceptions After Acceptance:

   • If the referral is mistakenly accepted and later identified as a duplicate, the agent can submit a request for an exception to not pay the referral fee.
   • Proof is required to validate the claim, and the exception will only be granted if it’s determined that another company provided the lead first.

Exception Request Process

1. Gather Evidence:

   • Submit a screenshot with a visible timestamp showing the lead was first provided by another source (e.g., Zillow).
   • Ensure the timestamp predates the referral assignment from SOLD.com.

2. Submission Steps:

   • Download and rename the screenshot file (e.g., “LeadException_JohnDoe”).
   • Save the file in the Salesforce Contact under the "Files" section.
   • Email the evidence to the Transaction Coordinator at [email protected].

3. Resolution:

   • The SOLD.com team will verify the claim by comparing the timestamps and will notify the agent of the decision.

Best Practices for Agents

• Review Referrals Promptly:

  • Check new referrals within 24 hours to avoid accepting duplicates.
  • Use your CRM system to cross-check client details.

• Communicate Clearly:

  • If rejecting a referral, provide a brief reason in the portal to help SOLD.com better understand the situation.

• Track Exceptions:

  • Keep copies of all correspondence and evidence submitted for exception requests.

Example Talk Track for Agents

If an agent questions how duplicate referrals are handled, you can use this:

Talk Track:
"SOLD.com provides a 24-hour window to review and reject any referrals if you already have the client in your pipeline. If you’ve accepted a referral and later find it’s a duplicate from another source, you can submit an exception request. Just send us a timestamped screenshot showing when the client was added to your other lead source, and we’ll review it to ensure the referral fee is fair."

Key Points for Internal Teams

• Encourage agents to act quickly within the 24-hour review window to avoid complications.
• Emphasize that exception requests must include timestamped proof.
• Ensure Salesforce records are updated with the evidence to support the review process.

By following this process, SOLD.com ensures transparency and fairness while resolving referral fee disputes