Valid Requests for Lead Refunds

We have an extremely fair system for making Lead Refund Requests for individual, invalid leads. You have a 5-day window (defined as five, 24-hour cycles from the moment of lead delivery) to make a Lead Refund Request. This function can be accessed by the "Request Refund" link on the left side in your Backoffice Portal.

Eligible Reasons for Return: WEB LEADS

Disconnected Number (List error message)

Wrong Number (List how confirmed)

Wrong Category (List appropriate category)

Wrong Location (Please list this lead's location)

Had Attorney at Time of Request (List date retained)

Had a Legal Plan at the Time of Request (For how long?)

Lead Never Submitted Request (Be specific)

Issue is, in No Way, a Legal Matter (Be Specific)

Duplicate Lead (Include other lead's ID #)

Foreign Language Not Handled (Language?)

Gibberish Comments/SPAM (Explain if not obvious)

Voicemail Box Full/Not Setup (attempted email/phone/text for 4 days)

Free advice/Pro Bono (Must be mentioned in lead comments)

Underage (Please list current age)

Past the SOL (Injury category attorneys only)

At Fault (Auto Accident Injury attorneys only)

No Pending Charges (Criminal Defense only)

Debt Below Requested Minimum (Bankruptcy only)

Federal CPS Case (Family Law only)

3rd Party (Spouse/Dependent excluded,Legal Plan Accounts only)

Presently Incarcerated (Legal Plan Accounts only)

Gov't Lawsuit (Legal Plan accounts only)

Non Profit Organization (Legal Plan accounts only)

"No Contact" (Not eligible for return)



Eligible Reasons for Return: LIVE CALL LEADS

Verified using the recording of the call ONLY

Wrong Number

Wrong Category (List appropriate category)

Wrong Location (Please list this lead's location)

Already Represented

Already has a Legal Plan

Issue is, in No Way, a Legal Matter (Be Specific)

Duplicate Lead (Include other lead's ID #)

Foreign Language Not Handled (Language?)

Technical Issue (Explain if not obvious)

Free advice/Pro Bono

Underage (Please list current age)

Past the SOL (Auto Accident Injury attorneys only)

At Fault (Injury attorneys only)

No Pending Charges (Criminal Defense only)

Debt Below Requested Minimum (Bankruptcy only)

Federal CPS Case (Family Law only)

3rd Party (Spouse/Dependent excluded,Legal Plan Accounts only)

Presently Incarcerated (Legal Plan Accounts only)

Gov't Lawsuit (Legal Plan accounts only)

Non Profit Organization (Legal Plan accounts only)

"Missed Call/Went to Voicemail" (Not eligible for return)


Our verification department will call on your invalid leads, confirm and grant a credit to your backoffice balance to be used towards replacements. PLEASE NOTE: Live Call Transfers are verified using ONLY the recording of the initial call. 



What if I can't contact a lead? 

“No contact” is not an eligible reason for return in the lead industry. If the lead has a working voicemail, it is considered valid. We simply can’t control the lead's availability. Make sure you are reaching out via phone/email/text making the best possible effort toward success.

“That doesn’t seem fair.” While this is standard in the lead industry, that doesn't mean it's fair. We don't think it's fair that you pay for leads you are unable to speak with, so we will extend you the following that most lead providers won't.

If a you are concerned that the phone number might not be accurate after several days of attempts (email/phone/text), you are welcome to reach out to us via email asking us to do additional research. If we find something that leads us to believe the number might be invalid, we may be able to credit the lead as a courtesy. We can only do this if the lead has never been requested for credit through your account and only after 5 days of effort on your part first. (Remember, that’s defined as five, 24-hour cycles from the moment of delivery.)

“What if I finally speak with the lead after the 5-day window and it's invalid?” It’s always possible that you will end up connecting with the lead after all, but it's too late to request credit in your account if it's invalid. However, as long as we haven't closed out the month and the lead has never been requested for credit through your account, we are happy to manually submit this request for you outside the 5-day return window.

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