We know it can be frustrating to refer a customer and not see a payout. Here’s how it happens—and how to avoid it in the future.
1. No Eligible Paying Partner Was Available
Even though most partners forward calls to our team to qualify and refer, there are situations where we can’t match the caller with a paying Baton partner. This can happen when:
Coverage gaps: The caller’s ZIP code or specific need isn’t covered by a premium partner (more common in rural areas).
Best handled by free resources: The need isn’t something partners typically pay for—for example, a wildlife issue on public property that is handled by local animal control.
Special cases: The customer needs help with something outside our network’s scope, like sanitation or health issues (e.g., “scabies” calls).
In these cases, we still aim to help the customer by connecting them with the best available fallback option—whether that’s a vetted marketing partner, a top-rated local company, a government agency, or another relevant resource. You may not always earn commission from these referrals, but your customer still gets value (and you look good for making the connection).
2. Lead Quality or Information Issues
When you submit a lead directly (instead of forwarding the call), the accuracy, completeness, and timeliness of the information you provide are critical to getting paid. Poor-quality submissions are one of the most common reasons referrals get rejected.
Common lead quality problems that can cause rejection:
No Consent Collected – You must get the customer’s clear, express permission before sending their information. Without documented consent, the referral can be rejected for non-compliance.
Inaccurate or Incomplete Information – Missing or incorrect details (wrong ZIP, missing name, unclear service need, wrong home type) make it harder for the receiving company to confirm and contact the lead.
Delayed Submission – Submitting a lead hours or days after speaking with the customer greatly increases the odds of a “No Contact” invalidation, since the customer may have already found help elsewhere.
Why it matters:
The more accurate, complete, and timely your referral, the higher the odds it will match with a qualified paying partner—and the more likely you are to get paid.
3. Caller Did Not Complete the Referral
The vast majority of referral calls we convert into successful referrals. But sometimes:
The customer hangs up before we can connect them.
They decline to be referred once we explain the process.
They didn’t realize they were being referred and say no.
We do our best to make every call a success, but unfortunately some callers refuse.
Our First Priority: Help the Customer & Protect Your Reputation
Every call you forward to us is a reflection of your business. Even if we can’t monetize the referral, our team will:
Provide real solutions whenever possible.
Use reputable fallback options when no paying partner is available.
Make sure the customer has a positive experience tied to your brand.
Our goal is that your customer walks away feeling like you went above and beyond to help them—whether or not it results in a payout.
If you think a lead you referred should have been paid out, email client.success@batonleads.com with the date, customer phone number, and other details so we can review.