Lead credit requests - FAQ

What is a lead credit?

What is the time-frame for submitting a lead credit request?

What type of charge is eligible for a lead credit?

What type of charge is NOT eligible for a lead credit?

When will I know the status of my lead credit request?

How do I redeem my lead credit?

Who can I contact for further assistance?

What is a lead credit?

A lead credit is applied to your Autogate account when you have been charged for a lead in your carsales invoice which is covered by carsales’ lead credit policy. You may apply for a lead credit by filling out the form available at creditrequest.carsalesnetwork.com.au/

For assistance completing this form, please contact your carsales Account Manager. If you are unsure who this is, you can refer to the top of your AutoGate which will show all your account contacts.

What is the time-frame for submitting a lead credit request?

Lead credit requests must be submitted within 30 days of the applicable invoice date.  

carsales may, at its discretion, and on a case-by-case basis, investigate any lead credit requests submitted more than 30 days after the invoice date. 

What type of charge is eligible for a lead credit?

carsales will consider a lead credit request when:  

• A duplicate chargeable lead (e.g. same phone number and same email address) that has fallen within the duplicate lead policy period was not picked up by the automated system.  
• The lead is identified by carsales as a spam lead. 
• The lead contains an invalid/disconnected phone number and no email address has been provided. 

What type of charge is NOT eligible for a lead credit?

carsales will NOT approve credit requests if it does not consider that the lead was improperly charged. This includes instances where a correctly formatted phone number or email address is supplied.  Leads are still chargeable where: 

• The lead received is based on a vehicle incorrectly described or priced by your Dealership or data provider. A Dealer must assume responsibility for their data, before and after it is published. 
• A Dealer is unable to contact the consumer or they claim to have no knowledge of the enquiry. 
• The consumer is no longer interested in the item or does not give a buying signal when discussing the item. 
• A consumer will not return calls, emails or SMS. 
• A consumer is rude, unhappy or dissatisfied in any way. 
• A consumer submits an offer that the Dealer believes is too low. 
• The subsequent (duplicate) lead is outside the carsales duplicate policy period.
• A consumer is believed to be a duplicate lead but has provided different contact details to the original lead. 
• The advertised item has been previously sold. 
• A consumer has asked for the location of your Dealership. 
• The Dealership has decided to mark the lead unworkable. 
• A listing has been made in error and has been published online. 
• An unanswered call connects where a number has been captured. 

When will I know the status of my lead credit request?

A confirmation email from the carsales Billing team will be sent to you detailing the status of your request within 30 days. 

In the event we cannot process your request within 30 days, we will contact you to provide an update on your request and any processing delays. 

How do I redeem my lead credit?

Lead credits may be issued in two ways: 

1. Where the total lead credit is for $1000 or more, a credit note will be issued and will appear on your monthly carsales statement. When you redeem this credit, please ensure that the Credit Note Reference Number is referenced in your payment remittance. 
2. Where the total lead credit is for a lower value, an email confirmation from our Billing team will confirm the Lead IDs and credit amount that have been credited from your Autogate Transaction report. You will not be charged for these credits in your next statement and therefore no further action will be required. 

If you need assistance with how to redeem a credit, or require copies of credit notes, invoices or statements, please email admin@carsales.com.au 

Who can I contact for further assistance?

Please contact your carsales Account Manager. If you are unsure who this is, or you require assistance with copies of credit notes, invoices or statements please email admin@carsales.com.au or call our support team on 1300 728 800.