Every lead provider will say invalid leads are replaced. Far fewer will define invalid in writing before the first invoice. That definition is the entire substance of the policy, and it is worth settling during negotiation rather than during a dispute.
Categories that are usually replaceable
- Disconnected, invalid, or wrong-number contacts.
- Records that plainly fail an agreed screening criterion, such as the wrong state or an out-of-range injury date.
- Duplicates of a lead already delivered within an agreed window.
- Obvious test or fraudulent submissions.
Categories that usually are not
- A claimant who meets the criteria but declines representation.
- A claimant your firm reached and chose not to sign.
- A lead the firm did not attempt to contact within the agreed cadence.
- A case your attorneys evaluated and found unattractive on the merits.
That second list is where most disagreements originate. A lead provider cannot control whether a qualified claimant retains your firm, and a policy that appears to promise otherwise is not one either side can administer. Case selection is the firm’s judgment.
The mechanics to pin down
- Claim window. How many days after delivery can a lead be submitted for replacement?
- Evidence. What does the firm need to show, and does the contact cadence need to be documented?
- Form of remedy. A replacement lead or a credit, and who chooses?
- Turnaround. How quickly are claims reviewed and resolved?
- Volume triggers. What happens if the replacement rate exceeds an agreed threshold, and does either side have the right to pause or exit?
Contact cadence and replacement are linked
“Unreachable” means nothing without a defined number of attempts across a defined period. This is one more reason a firm benefits from a written contact standard: it makes replacement claims objective and defensible on both sides.
Track the rate as a quality signal
The replacement rate is one of the more honest measures of a lead source. A rate that climbs over time usually indicates drift in traffic sources or screening, and it should prompt a conversation well before it becomes a billing dispute.
Our replacement terms are agreed in writing before a campaign launches. See how it works for the full process.