Duplicate Leads Policy

This policy establishes how Relive will handle situations where multiple agents work with the same lead and sets clear expectations for preventing lead disputes.

Respecting Existing Client Relationships

Before working with any new lead, agents must ask the client if they are currently working with another real estate agent and, if so, whether they have an active Buyer Representation Agreement (BRA) or equivalent signed agreement.

If a lead already has an active BRA with a Relive agent, that agent is considered the primary agent for the client, regardless of:

Who schedules showings or tours
Who communicates with the client most recently
When the other agent entered the lead into the CRM

Mandatory CRM Entry

To protect yourself and prevent disputes, enter all new leads into the CRM immediately—before scheduling showings, sending listings, or engaging in significant client communications.

The CRM entry should include accurate contact information (phone and/or email), and applies to all leads, including referrals, past clients, and self-generated contacts.

Failure to enter leads promptly may result in loss of lead ownership in the event of a dispute.

Identifying Duplicate Leads

When you add a new lead to your CRM, and it turns out to be a duplicate:

If the lead is already in your CRM:

Relive leads remain as Relive leads.
Self-Gen leads remain as Self-Gen leads.
Example: If you received a Relive lead a few months ago and decide to follow up now, it will still count as a Relive lead if you reactivate and close it. Similarly, if the lead was originally a Self-Gen lead, it will remain a Self-Gen lead.

If the lead was in another agent’s CRM and was not marked Dead:

You’ll receive a notification indicating the agent with the lead so you can contact them.
Contact that agent directly to discuss the situation.
If both agree, the lead can be transferred directly to you. In this case:
- - A Self-Gen lead for the other agent transfers to you as a Self-Gen lead.
  - A Relive lead transfers to you as a Relive lead.
Example: You add a lead to the CRM and receive a notification that it’s with Agent John. Message John to let him know you’re working this lead and politely ask him to transfer it to you.

If the lead was in Relive’s database, and was not assigned to any agent:

Remains a Relive lead if it was updated in the past 90 days.
Becomes a Self-Gen lead if it hasn’t been updated in the past 90 days.
Example: You added a lead to your CRM that was previously in Relive’s database but not assigned to any agent. If the lead was updated within the last 90 days, it will remain a Relive lead. However, if the lead hasn’t been updated in the past 90 days and wasn’t assigned to any agent, we’ll transfer it to you as a Self-Gen lead.

Dispute Resolution

Collaboration is a core value at Relive. In the event of a lead dispute Agents are expected to communicate directly and professionally with one another first to explore a mutually acceptable resolution.

If no agreement is reached, the matter will be escalated to a Market Lead or the Broker for a final decision.

Decisions will be based on compliance with this policy, documented communications, and legal obligations under Texas real estate law.

Commission Splits in Disputed Cases

When a BRA or equivalent agreement exists, the commission split will be:

Majority share to the primary agent holding the agreement.
Minor share to the other agent if they performed substantive work (e.g., showing property, coordinating the transaction).

Ultimately, exact percentages will be determined case-by-case, by Relive.

Summary of Agent Responsibilities

Always enter leads in the CRM before working them.

Always check the CRM for existing records before starting work with a new client.

Always respect signed agreements.

Always communicate openly and collaborate with other agents.

Best Practices

Leads should be contacted several times before being removed from the Contacted stage. Use a combination of texts, calls, and emails for the best first contact engagement.

Leads should move from the Contacted stage to Cold, then to Ice Cold, before being marked Dead.

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