Lead Credit Policy

Offering Porch Pros a fair and simple lead credit process is very important to us. Below, you’ll find clear details about which leads qualify for credit, and which leads do not. If we accept your credit request, we will add the cost of the lead back onto your Porch balance. If we deny your credit request, we will notify you with the reason. As per our Terms of Use, we do not process refunds to your credit card.

These situations are eligible for credit:

Regardless of the situation, you must reach out to the customer to qualify for a credit, or provide specific evidence from the description of the lead to support your claim.

Lead had bad contact information
If the customer's phone number is disconnected, or the phone number is for the wrong person, you are eligible for a credit. There must be proof that you called and messaged them with no response, or connected with them to verify it’s the wrong person.
Lead was solicitation
If the customer is a solicitor, you are eligible for credit. You have to connect with the customer, or have clear proof in the lead description.
Lead was a duplicate
If you get duplicate leads from Porch in a 30 day time frame, and the customer’s name, contact info and project are the same, you are eligible for credit.
Lead was mis-categorized
If the lead is for a service type that you don’t have listed on your profile, you are eligible for credit.
Lead came from outside your service area
If the lead came from a zip code that you don’t have on your profile, you are eligible for credit.
Customer did not request help
If you connect with the customer, and they say they never submitted a request, you are eligible for credit.
Customer thought they were entering a contest
If the customer thought they were entering a contest for a prize, you are eligible for credit. You have to connect with the customer, or have clear proof in the lead description.
Customer asked not to be contacted
If you connect with the customer, and they ask not to be contacted immediately, you are eligible for credit.
Lead is stale
If you connect with the customer, and they say they submitted the lead weeks prior to it being posted on Porch, you are eligible for credit.
Customer cannot authorize the work
If you connect with the customer, but they can't authorize the work to be done, you are eligible for credit.

We will automatically credit you for the following situations:

Customer cancelled the project
If the customer cancels the project within 24 hours, you will be auto-credited
Customer did not respond
A customer is considered unresponsive when they do not respond to any of the Pro's that attempted to make contact with them within seven days of submitting their project request. If the homeowner responds to at least one Pro, either through a message or a phone call within the 7 days, the lead does not qualify as an Unresponsive Lead. To qualify for automated credits due to a customer being unresponsive, the lead must be open for seven (7) days. During the first three (3) days, you should message and call at least two times, respectively. If you are still unable to connect* with the customer, you may receive an automated credit for this lead.

*Quick Reply messages do not count towards the outreach requirements outlined above.

Are you a Vetted Pro?
You may receive automatic credits when you don't connect* with the customer, even if other Pros do. As long as you complete minimum contact requirements, we guarantee a connection or we automatically credit you for the cost of the lead. Want access to this Connection Guarantee? Become A Vetted Pro

These situations are NOT eligible for credit:

We’re committed to connecting Porch Pros with potential new customers; however, we are unable to guarantee that Porch leads will turn in to jobs. For this reason, the following situations are not eligible for credit. Note that our lead prices take the following situations into consideration.

You didn’t win the job.
The lead was too far away for the size of the job.
You aren’t licensed to do the work, but the service type was listed on your profile.
The customer already found someone to do the job.
The customer changed their mind about doing the job.
The customer is just shopping for prices.

After a lead is more than 30 days old, credit will not be granted.

Phone Leads

If you’re opted in to phone leads from Porch, you can request credit for invalid phone leads just like you do for other leads. The above policy applies to phone leads, with a few exceptions.

Since phone leads are inbound calls, the following situations with phone leads do not qualify for credit:

Lead had bad contact information
Customer did not respond
Customer canceled the project

Questions? Contact Support

Automating credits for unresponsive homeowner leads is not common practice in the industry. Porch is committed to providing you with excellent service and as many new customers as possible. We recognize that measuring connection on our platform is not always an easy task. We can’t always track what happens during a phone call or a voicemail, so we’ve put some guidelines in place to measure connection as accurately as we can.

*Definition of connection:

If we can see that the homeowner messages you.
If we can see that the homeowner called you.
If we can see that you called the homeowner, and the call lasts longer than 60 seconds.