Lead Quality Policy
What makes a lead billable, when you can request a credit, and what we do not credit.
What Makes a Lead Billable
A lead is billable when all of the following apply:
The homeowner requested an EV charger-related quote
Contact info appears valid at the time of submission
The project is inside your selected service area
The lead matches your lead type and capability preferences
The homeowner gave consent to share project details with installers
When You Can Request a Credit
You may submit a credit request for:
Fake or invalid phone number
Disconnected or non-working phone number
Email address that bounced or is invalid
Duplicate lead for the same homeowner within 30 days
Lead delivered outside your selected service area
Wrong service type (e.g., HVAC or non-EV job sent to you)
Homeowner confirms they did not request an EV charger quote
Missing required project information that prevents contact
When Credits Are Not Issued
We do not issue automatic credits for normal sales and market situations:
Customer does not answer one phone call
Installer responds too late (hours or days after delivery)
Customer chooses a different installer
Customer is comparing prices from multiple installers
Customer changes their mind after responding
Installer quotes too high for the customer's budget
Project is delayed or postponed by the homeowner
Credit Request Process
To submit a credit request:
- Go to your installer dashboard and find the lead
- Click "Request Credit" on the lead detail page
- Select a reason and add notes
- Provide documentation of contact attempts if available
- We review all credit requests manually within 3–5 business days
Response Time Matters
Installers with faster response times receive better lead matching priority. Homeowners expect to hear from installers within hours, not days. A fast response dramatically improves close rates.
Credit Statuses
After submitting a credit request, you can track its status:
- Submitted — Received and queued for review
- Under Review — Being evaluated by our team
- Approved — Credit will be applied to your wallet
- Denied — Request did not meet credit criteria
- Credited — Credit has been applied to your wallet balance
Questions about a specific credit request? Contact us through your installer dashboard.