Returns policy

1. What you can return

Any lead you purchased on ClientHatch can be submitted for return within 30 days of the moment it was delivered to you. You choose a reason from the same list you use to dispose of the lead in the CRM, so returning it and recording what happened are one action.

2. Reasons that approve themselves

Three reasons are deterministic: the platform can check them against its own records without anyone's judgement, and it does so automatically.

• Duplicate — you already bought this consumer on ClientHatch inside the duplicate window.
• Filter mismatch — the lead falls outside the state, age, product or schedule your campaign was set to when it was delivered.
• No consent proof — the consent record that should be attached to the lead is missing or does not name your agency where that is required.

These are approved within 72 hours, and they never count against your monthly allowance. If the platform sold you a lead it should not have, that is our mistake to absorb, not your quota to spend.

3. Reasons a person reviews

Five more reasons are about the lead you were sold rather than the call you made, and every one of them is reviewed by a person on our team: a wrong number, a disconnected number, contact details that belong to somebody else, a consumer who has died, and anything else you can describe to us. We aim to answer within two business days. These returns count against your allowance for the month the lead was purchased.

One exception: a wrong-number return for a number the consumer verified with a text-message code on the form is declined automatically when you file it. It does not count against your allowance unless it is later approved on appeal, and you can appeal it.

A reason on neither list is declined when you file it rather than queued for a review that was never going to happen — the app tells you which is which at the moment you pick a reason, so you know before you file whether anyone is going to look at it. The next section says where that line is drawn and why it is drawn there.

4. The monthly allowance

Reviewed returns are capped at 10% of what you spent on the leads you purchased in a calendar month — the money, not the number of leads, so the cap moves with what you actually bought. At an Agent Score of 85 or above the cap is 15% instead.

A return counts against the allowance of the calendar month in which the lead was purchased, in your account's time zone — not the month in which you file the return. A lead you bought in late September and return in early October draws on September's allowance and leaves October's alone. Each month's allowance stays available for returns on that month's leads until their 30-day return window closes, so nothing is lost when the calendar turns over and a new month starts with an allowance of its own. What is left for each month that still has returnable leads is visible in the app at all times — you never have to guess whether the next return will be accepted.

A return has to fit in what is left of that month's allowance whole. If $22 of it remains and you file a return worth $55, that return is declined outright; it is not part-paid down to $22, and the $22 stays where it is for a smaller return on another lead purchased in the same month. One return is one decision, and splitting it would make what a lead is worth back to you depend on the order you happened to file things in.

Some share of any lead source is unreachable. That is true of every lead source, and a vendor who tells you otherwise is selling you something — which is exactly what the allowance is for. You spend it without proving anything to anyone. What the allowance is not is a way to return the leads you did not close: no answer, a voicemail, a consumer who was not interested, one who was already enrolled somewhere else, a price they would not pay, a conversation that never turned into a sale. Those are outcomes of working a lead rather than defects in it — a real person with real consent really did ask for a quote — so the platform declines them when you file them instead of spending your allowance on them.

The cap exists because a lead is a live person who has already been contacted; a marketplace with no cap becomes a marketplace where the price has to rise for everyone. Deterministic returns sit outside it for the same reason.

5. What an approved return gives you back

The full amount you paid for the lead, including any sales tax charged on it, is credited to your refundable cash balance — not to promotional credit. You can spend it on the next lead or withdraw it with the rest of your unspent cash.

6. Appeals

If a return is declined you have 5 days to appeal it from the lead's page. Add what you know — a call recording, a bounced number, the carrier's response — and a second person looks at it. Appeal decisions are final.

7. When automatic approval is switched off

Automatic approval is a convenience that depends on it not being gamed. An account showing a sharp spike in return rate, an unusual mix of reasons, returns filed minutes after delivery with no call attempt on record, or leads that fail re-validation, loses automatic approval and has every return reviewed by a person. We tell you when that happens and why.

8. Questions

Write to support@clienthatch.com and a person will answer. If this page and the terms of service ever disagree about returns, tell us — we will fix whichever one is wrong.