Replacement policy is where a vendor’s confidence in their own product becomes contractual. The generous ones are usually generous because the claim rate is low, which is itself the useful signal.
| Claim | Should be replaced? |
|---|---|
| Number disconnected or not in service | Yes |
| Email hard-bounces | Yes |
| Contact details provably false | Yes |
| Duplicate of a lead already delivered | Yes |
| Outside the agreed qualification criteria | Yes |
| Merchant did not answer three calls | No |
| Merchant said they are not interested | No |
| Merchant was declined by a funder | No |
| Merchant funded elsewhere first | No |
The terms that make a policy decorative
- A cap expressed as a percentage of the order. If 5% is the ceiling, the sixth bad lead in a hundred is yours.
- A 48-hour claim window, which is shorter than the cadence you should be running.
- A requirement to submit call recordings for each claim, which prices the claim above the lead.
- Credits toward a future order rather than replacements on this one.
- Sole discretion language, which converts the policy into a request.
What we do
Spam, dead numbers and bounced emails are replaced on proof, with no cap and no argument, and anything failing the qualification criteria is never sent in the first place so it cannot be billed. A short order is refunded for the difference rather than credited. Those are narrow terms, which is the point — a policy you can rely on beats one that sounds larger.
Questions brokers ask
What should a lead replacement policy cover?
Disconnected numbers, hard-bounced emails, provably false contact details, duplicates and anything outside the agreed qualification criteria — replaced on proof, without a cap and without argument.
Should a vendor replace leads that did not answer?
No. A merchant not picking up the first few calls is a normal dialling outcome, not a defective lead. A vendor who replaces those is pricing it into the lead or will stop once you scale.
What makes a replacement policy unusable?
A percentage cap, a claim window shorter than your follow-up cadence, a requirement to submit recordings for each claim, credits instead of replacements, and sole-discretion language that turns the policy into a request.
How long should you have to claim a replacement?
At least as long as your cadence runs — three weeks is reasonable. A 48-hour window guarantees that leads you have not finished working expire before you could have claimed on them.
What happens if a vendor under-delivers an order?
The undelivered balance should be refunded rather than credited toward a future order. An agreement that is silent on this was written by somebody who expects to be short.
Alex Makowski
Founder, Infinite Bookings
Runs the lead generation operation behind Infinite Bookings — paid traffic, the funding application, and the delivery pipeline that puts records into brokers’ CRMs.
Reachable directly at alex@infinitebookings.com or 732-609-7182.