Lead Return functionality allows buyers to return leads that they bought due to a particular reason (Invalid customer information, Language barrier, Phone number is disconnected, etc.). The amount of the payout for returned leads is deducted from the buyer’s bill amount and reflected in the Invoice, sent to the buyer when the corresponding period is finalized.
Leads can be returned on two different levels of PX system:
How to Upload a Lead Return File
Step 1. Upload disposition file
To upload the lead return file, follow these steps:
1. Select a campaign (if you need another one) in Select Account drop-down menu;
2. Select Returns Disposition Type;
3. Select the month when Leads you wish to return were bought in Select Period drop-down menu.
Only last three months are available for Lead returns. The period is not available if it has been already finalized.
4. Click Upload.
Find the file that you wish to upload.
There are the following requirements for the lead return file:
- The file must be in CSV, XLS(X) format;
- The file size must be between 96 bytes and 10 MB;
- The file must contain the email of each lead and status (the reason why it is returned) so that PX system can compare them to existing leads in the system.
- Include column headers to make the mapping procedure on Step 2 more convenient.
As soon as your file is uploaded, click Process.
If there is something wrong with the file, an error message is displayed. If everything is well, a new step is loaded.
The PX system presumes that each buyer always sends files in the same format. That is why if columns of the lead return file were once mapped, these mappings are saved and will be applied automatically next time this buyer returns the leads.
Step 2. Header mapping.
On the Header mapping step, you are proposed to map Email, Payout, and Reason between the uploaded file and PX settings.
If the uploaded file contains headers, click Yes and map each of the fields to the column headers by selecting corresponding checkboxes:
If the uploaded file doesn't contain headers, click No. Map each of the fields to appropriate column numbers (count them manually in your file):
Enter the necessary number in a Search field if there is no item you need on the list.
If there is no appropriate column in the uploaded file, select My file doesn’t have this column checkbox.
Avoid selecting My file doesn’t have this column checkbox for Reason field. Otherwise, the lead return file will not be processed correctly.
Click Cancel to return to the previous step. Сlick Process if you wish to proceed.
If all necessary fields are mapped properly, the new row appears in Lead Returns spreadsheet below. However, in case data from the Reason column in the uploaded file cannot be mapped with any of PX reasons automatically, the next step is displayed.
Step 3. Reason mapping.
On this step, you are proposed to map each reason specified in your Lead return file to standard PX reason, which is closest in meaning.
Select the appropriate reason in each drop-down menu and click Process.
If everything is well, the uploaded Lead return file will appear in Lead Returns spreadsheet.
Single Lead Return
To return a particular lead, go to Leads, find a lead that you wish to return and click Action -> Return lead.
Return This Lead dialog box appears, containing the campaign and email and of the selected lead.
Select a reason why you wish to return this lead in Return Reason drop-down list and enter a detailed description of the reason in Explanation text area.
Click Save as soon as you are done. A recently returned lead will appear on Single Lead Returns page (Admin -> Single lead returns).
On this page, a PX admin or account manager can view recent lead returns in Pending status and decide whether to accept or decline them.
To accept (or decline) a lead return, click Action -> Accept (or Decline) and click Yes in the dialog box to confirm your action.
To accept or decline several lead returns, tick necessary returns and click Accept or Decline, correspondingly, and click Yes in the dialog box.
To view recently accepted or declined lead returns, select the appropriate type in the red filter above the spreadsheet.