Lead Dispute

Sometimes Zillow will send us leads that are already in our CRM - when that happens, there is a set protocol for reporting those over to Zillow and requesting an exemption.  When you have a true pre‑existing relationship and want to request a Success Fee Exemption, you  submit it through the Success Fee Exemption form below.

In order to qualify for exemption, the agent must be able to:

  • Show documented, active two‑way communication with that consumer in the 30 days prior to Zillow delivering the connection, and
  • They notify Zillow within 48 hours of lead delivery by submitting an exemption request with that proof.

Submitting a relationship to Zillow for exmption:

When you have a true pre‑existing relationship and want to request a Success Fee Exemption, you  submit it through the Success Fee Exemption form (online). That form, plus the screenshots/documents you upload, goes directly to Zillow’s Success Fee Exemptions team for review, and they’ll confirm in writing whether it’s approved or denied.

Thanks,

At a high level, Zillow’s expectation is that if someone on your team is already actively working the consumer as sphere when Zillow sends the lead:
  • You keep the relationship with that existing agent (no need to move them around internally), and
  • You still treat the opportunity as a Zillow Preferred/Flex connection if the consumer continues engaging from that Zillow introduction.

On the back end, there is also a Success Fee Exemption path for true pre‑existing relationships. In situations where your agent was already working the client before Zillow delivered the lead, they may qualify for an exemption as long as:

  • They can show documented, active two‑way communication with that consumer in the 30 days prior to Zillow delivering the connection, and
    • Verify the relationship in your CRM when this happens (notes, prior emails/texts, etc.).
    • Document it clearly (tag as both sphere and Zillow-sourced so it’s transparent).
  • They notify Zillow within 48 hours of lead delivery by submitting an exemption request with that proof.

Outcome:

Zillow will quickly decide whether they’ll pursue a Success Fee Exemption and, if so, submit within that 48‑hour window.