How to request a lead credit
By MGM Editorial Team
Last updated
Billing errors: always corrected in full
Confirmed duplicate, erroneous or unauthorised charges are corrected in full, refunded to your original payment method (or as account credit if you prefer). This includes:
- Duplicate charge: you were charged more than once for the same consumer (same name, email or phone number).
- Past move date: you were charged for a lead whose move date had already passed.
- Test lead or system error: you were charged for a test lead or because of a system error.
The 7-day limit and the conditions below don’t apply to billing errors. Tell us as soon as you notice one.
When you can ask for a lead-quality credit
- Invalid contact details: when the lead was delivered, the phone number was not in service, the email address was not valid, or the details were clearly fake.
- Spam lead: we confirm the lead was automated spam.
A request that fits one of these cases is reviewed, but credit is not automatic.
When lead-quality credits aren’t given
For example, when the consumer didn’t answer, chose another company, canceled or postponed the move, or when you first contacted them more than 24 hours after the lead was delivered.
How to ask
For a lead-quality credit, within 7 calendar days of the lead being delivered, use Request credit in your dashboard or email [email protected] with the lead ID, the reason and any evidence, such as call logs or bounce-back emails.
We tell you our decision within 10 business days of a complete request. Approved lead-quality credits may be a replacement lead, a full credit or a partial credit, and expire 90 days after they are issued. Billing corrections don’t expire.
Full details: Refund & Credit Policy for Moving Companies
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