Dispute a lead within 48 hours

You have 48 hours from the delivery time to dispute a lead. Approved disputes are credited: if we have not charged for the lead yet it is simply left off your bill, and if we already charged, the credit comes off your next bill. Disputes are filed in the portal only, not by text or email, so there is a record both sides can see.

The clock starts at delivery, not when you read it

Delivery time is on every lead in the portal. A dispute opened at hour 49 is declined automatically. If you are calling leads within five minutes you will always know inside the window.

What can be credited

These six reasons come straight from your agreement (section 6).

Reason	What it means
Bad or disconnected number	The number does not ring, is disconnected, or is not in service on your first attempt.
Wrong person	The person who answers is not the homeowner and does not know them.
Outside your ZIPs	The property ZIP is not on your approved list.
Wrong service	Not a roofing job, a commercial property, or one of the exclusions you listed at enrollment (for example metal or flat roofs).
Duplicate	We delivered the same homeowner to you within the last 30 days.
Fake identity	The name, address, and phone are clearly made up.

What cannot be credited

These are normal outcomes of buying leads, not defects, and they are declined every time (agreement section 7):

• The homeowner did not answer or did not call back.
• They did not book, changed their mind, or chose another company.
• They were price shopping.
• Your team called late or fewer than the recommended attempts.
• The job did not close.

A homeowner who told us “repair” and turns out to need a replacement (or the reverse) is still a valid lead. Homeowners cannot diagnose roofs; that is your job.

How to file a dispute

1. Open the lead in your portal from the Leads list.

2. Click Dispute. The button is there only while the 48-hour window is open.

   

   IllustrationThe window countdown is next to the button.

3. Choose one reason from the six above.

4. Add your contact record. Say what you did: “Called 9:14, 9:31, 10:05, texted twice, number says disconnected.” Fewer than the recommended attempts (first within 5 minutes, five attempts over two days) weakens a dispute for every reason except Outside your ZIPs, Duplicate, and Fake identity.

   

   IllustrationOne reason, plus what you did to reach them.

5. Submit. The lead shows Dispute pending.

What happens next

• A person on our billing team reviews it within one business day. For a bad-number dispute we call the number ourselves once.
• We check it against our records: phone verification, the ZIP list in force at delivery, the service the homeowner chose, and your deliveries in the last 30 days.
• You see Approved or Declined on the lead, with a one-line note.
• Approved: the lead is left off your bill or credited on your next one. Nothing for you to do.
• Declined: the charge stands. If you think we got it wrong, reply from the portal and a manager takes a second look.

Fair use

We watch for patterns. A partner disputing more than one in five leads, or with three approved disputes in a week, gets a call from their customer success manager to figure out what is going wrong on either side.