Requesting a refund for a call

Standard refund request

1. Go to My Leads.
2. Find and open the lead.
3. Use the dropdown or refund option and select Request Refund.
4. Choose the refund reason and submit.
5. If the call qualifies, the refund should process automatically.

Under-buffer calls that didn’t auto-disposition

If the call ended under the buffer (within the first 90 seconds) and was not dispositioned through the dialer:

1. Go to My Leads in the CRM.
2. Open the lead.
3. Submit a refund request with the correct reason.

Standard qualifying under-buffer refunds do not require manual approval — they process automatically.

Reviewing the call support is referring to

When support comments on a specific call:

1. Go to your Calls tab.
2. Find the call by date, time, or phone number.
3. Play the recording.
4. Compare it against the call-handling guidelines or the specific issue support mentioned.

Why refund eligibility hinges on the buffer rule

The 90-second buffer is what protects your refund eligibility. If you went off-script during the buffer — asking disqualifying questions about affordability, health, or banking — the call may not qualify even if the caller hung up. Read The 90-second buffer rule if you haven’t already.

If a refund is denied and you think it shouldn’t have been

Open the call recording first, listen for the specific moment support is flagging, then reply to support with the timestamp. That’s much faster than asking them to re-listen blind.

Related

• The 90-second buffer rule
• Answering the call correctly
• Dialer and audio setup