Bad rows
Replacement policy
Every batch has rows in it that do not work, and no part of this market disputes that. What is worth reading is where the line sits — which defects we carry and which ones belong to the job — because that is the part that decides how a phone call goes six weeks from now.
A row that does not do what the product said it would does not get argued about. Send it back and we cut you another one.
That holds on a first order and on a fiftieth, and the size of the invoice does not move it either way. It also has an edge, and the edge is the reason the rest of it is worth anything: a request for extra records with no defect underneath it is a reorder, and we will happily cut that — on a new invoice. Buyers with a real claim get looked after because the ones without one get told no.
Rows we swap
- The same merchant turns up twice inside one order.
- The line is dead — disconnected, unassigned, or out of service.
- Somebody answers who has nothing to do with the record: wrong business, wrong person, wrong number.
- The business has closed for good.
- A field you paid for is blank, or belongs to somebody else — the wrong state, the wrong owner name, the wrong company.
- The record sits on the federal do-not-call registry and came out of a product we sell as scrubbed.
Rows we do not
- They said no. That is the job, and no vendor can sell you around it.
- Nobody picked up, or it went to voicemail and stayed there. What we owe you is a working line that belongs to the merchant, not an answered one.
- Your funder passed on the deal. We sell you the merchant and their details, not a seat on somebody’s credit committee.
- The revenue band came in different. Bands are estimates, they are labelled as estimates, and a business does not do the same number twice.
- The batch underperformed. Send the file and your dispositions and we will read it with you, but a review is not automatically a replacement.
- You want more records and nothing is wrong with the ones you have. That is a reorder. Call the desk and we will cut another batch.
Raising one
Reply to the delivery email or call the desk. We want the rows and one word each. A disposition export straight out of your dialer is the easiest thing for both sides, but a list of line numbers typed into an email works exactly as well, and nobody here is going to ask you to write a paragraph in defence of a dead line.
Do it while the batch is still being worked. Timing is not a technicality on this page: a month after delivery, a business that shut last spring and a business that shut last week look identical from this desk, and neither of us can prove which one we sold you. An early claim is a rule. A late one is a judgement call, and a judgement call is a worse deal for you than a rule is.
What comes back
Same product, same filters, same count, no charge. Replacements are cut from the current build rather than handed down off some reserve shelf, because there is no reserve shelf and we would rather say so than let you picture one. If the filters you ordered under have thinned out since, you hear that on the call and we agree what to do instead. What does not happen is a quiet substitution with something looser that nobody mentions.
Why replacement and not refund
Data is replaced, not refunded, and that is not a rule anybody invented for this page. A file cannot be handed back. Once it is in your system you have it, whether or not you liked it, and a vendor who offers to refund a delivered list has either priced that possibility into what you paid or is not planning to do it. We would rather the remedy be wide and the price be what it is.
The whole thing in two lines
The rows are ours. The results are yours. A line that does not reach the business on the record is our problem and it gets swapped without a conversation. A week where nobody wanted to talk is the job — bring the file over anyway, because the dispositions usually say something useful about the next cut.
Before you write a batch off, send the dispositions over. The fix is often in the filters rather than in the file.