We always strive to make sure you receive the highest possible quality leads. While we can't predict everything, we can make sure we make any hiccups right. That's why we offer one of the best-in-class crediting programs in the industry. To help you utilize this benefit to best support your business goals, we've outlined some frequently asked questions about the crediting process and provided comprehensive answers.
Can I request credit on a billable call?
Yes. If you were charged for a call that you believe qualifies for a credit you can request a credit in your dashboard. Once logged in, go to your Calls or Leads tab, and locate your list of billed calls or leads. Select the specific call or lead you want a credit for and select “request credit.” You will be asked to select a credit reason and provide context to your credit request with a few words. Once you have filled out all required fields, click submit. For a more detailed walkthrough, take a look at our dashboard tutorial.
How long do I have to request a credit on a call once I've been billed for it?
You must submit credit requests within 4 days of receiving the billed call.
How long does it take for my credit request to be reviewed and approved or disapproved?
Typically the review process is complete within 24-48 hours.
What happens after I submit a call for credit?
Our Operations team will review the call and you will receive a separate email confirmation notifying you of the credit request decision.
Can I expedite a credit request?
No, you must wait for our Operations team to properly review your request in the order it was submitted.
Will I receive an explanation for the decision on my credit request?
Each email confirmation will clearly outline why your credit request was declined and validated. Most credit requests are declined because the credit reason does not match up with what is heard on the call recording itself, or the nature of the call is within our valid calls guidelines. If you still aren't satisfied with the result, and/or have further questions after a decision is reached, contact our Customer Success team.
Can a validated credit request be re-reviewed?
Yes, should you need it, you can have a validated credit request re-reviewed. All you need to do is provide your Customer Success rep with the call ID or caller ID of the call in question.
Why are voice messages or missed calls billable?
Voicemails and missed calls are still sales opportunities for your business. It is the responsibility of the business provider to follow up on missed customer calls by either using the information the customer provided in a voicemail or utilizing your business's caller ID function. You can review suggested best practices for setting up your business voicemail.
Why are price shopper calls billable?
A valid call is never a guaranteed customer– calls where the caller expresses intent is considered a valid call and a sales opportunity for your business. As with voicemails and missed calls, the business is responsible for making the ultimate sale with customers who are price shopping.
Are there crediting reasons that are specific to my category of business?
We've outlined some common reasons different categories may request credits for in this article. Refer to it if you have specific questions about credits in your category.
