SOP for Return Lead Process

Final SOP for Return Lead Process

Objective

To establish a systematic and legally compliant procedure for handling return lead requests from clients at CommVersion. And have all returns tracked on one inbox. (ie: returnleads@commversion.com)

Procedure

1. Initial Client Communication:

   • Any department receiving an email from a client regarding a return lead request during the month or after invoicing must immediately loop in the Return Leads team at returnleads@commversion.com.

   • The email should include the statement: "I have looped in the concerned team and they will review and revert back."

2. Investigation Process:

   • Upon being looped in, the Return Lead Team will investigate the claim.

3. Post-Investigation Actions:

   • If the lead is deemed valid for return:

     • The Return Lead Team will respond to the client confirming that the lead will not be charged if it was identified during the month. If identified post-invoicing, a credit note will be issued (point 4).

     • The Return Lead Team must mark the lead as a return lead on Live Chat +RL tracking sheet, and notify the Accounts Team of the final action.

   • If the lead is not deemed valid for return:

     • The Return Lead Team will reply to all recipients of the original email, providing a detailed reason for the disagreement.

     • If the client disagrees with the disputed lead by the Return Lead Team, the respective AMs in CC (if applicable) take over the conversation and close the loop informing the Return Lead Team of the final decision of the disputed leads.

4. Invoicing and Credit Notes:

   • If a lead is identified as a return lead during the month, no invoice should be issued for that lead.

   • If the invoice has already been issued, the Accounts Team will issue a credit note upon confirmation from the Return Lead Team.

   • The Accounts Team must ONLY issue credit notes if confirmed by the Return Lead Team via email.

5. Approval for High-Value Returns:

   • If the total amount of return leads exceeds GBP 500, Shobhit Patil must be internally looped in for approval.

All team members must adhere strictly to this SOP to ensure consistent and legal handling of return lead request

 All team members are requested to adhere to this SOP to ensure consistent and legal handling of all return lead requests.