Lead Dispute Policy

1. Purpose

This Lead Dispute Policy outlines the process for wedding vendors to dispute lead unlock charges on the WDDNG platform (wddng.co and wddng.vercel.app) when they believe a lead is invalid, fraudulent, or does not meet quality standards.

WDDNG is committed to:

• Providing high-quality, verified leads to vendors
• Ensuring fair and transparent dispute resolution
• Protecting vendors from spam, fake leads, and technical errors
• Maintaining platform integrity for both vendors and couples

2. What Qualifies as a Valid Dispute?

You may dispute a lead unlock charge if the lead meets one or more of the following criteria:

2.1 Spam or Bot-Generated Lead

Definition: The lead contains nonsensical, random, or clearly automated content that indicates it was not submitted by a real couple.

Examples:

• Email address: asdfghjkl@example.com
• Wedding details: “Budget: R999999999, Date: 1900-01-01”
• Request text: “Lorem ipsum dolor sit amet...” (placeholder text)
• Phone number: All zeros, repeated digits, or invalid format

Evidence Required:

• Screenshot of the lead details showing suspicious content
• Description of why you believe it's spam/bot-generated

2.2 Duplicate Lead

Definition: You have already unlocked the exact same couple's request in a previous transaction.

Examples:

• Same couple name, email, and wedding date as a lead you unlocked 2 weeks ago
• Couple resubmitted the same request without changes

Evidence Required:

• Reference number of the original lead you unlocked
• Screenshot or email confirmation of the duplicate lead
• Explanation of the duplication

Note: If the couple updated their budget, wedding date, or requirements and resubmitted, this is NOT a duplicate. You are receiving a new request with updated information.

2.3 Gross Inaccuracy in Lead Information

Definition: The lead information displayed before unlocking was drastically different from the actual details, making the lead unusable.

Examples:

• Lead preview showed budget: R15,000-R20,000, but actual budget is R1,500
• Lead preview showed wedding date: June 2026, but couple says “we're not getting married anymore”
• Lead preview showed location: Pretoria, but couple is in Durban and won't travel

Evidence Required:

• Screenshot of the lead preview (what you saw before unlocking)
• Screenshot or email of the couple's actual details (after unlocking)
• Explanation of the discrepancy

Note: Minor variations (e.g., budget range R15K-R20K, couple settles on R14K) are NOT considered gross inaccuracies.

2.4 Test or Demo Lead

Definition: The lead was submitted by WDDNG for testing purposes and was not clearly marked as a test lead.

Examples:

• Lead from email: test@wddng.co or demo@wddng.co
• Lead with placeholder data used for platform testing

Evidence Required:

• Screenshot of the lead showing test/demo indicators
• Confirmation that it was not marked as a test lead

2.5 Technical Error

Definition: A system malfunction caused you to be charged for a lead you did not unlock, or you were charged twice for the same lead.

Examples:

• You clicked “Unlock Lead” once but were charged R200 (double charge)
• Payment processed but you never received the couple's contact information
• System glitch caused an unintended unlock

Evidence Required:

• Payment confirmation showing duplicate charges
• Screenshot of your dashboard showing the error
• Description of what happened

3. What Does NOT Qualify for a Refund?

The following situations are NOT valid reasons for a dispute or refund:

3.1 Couple Did Not Respond

Scenario: You unlocked the lead, contacted the couple via email/phone/WhatsApp, but they did not respond.

Why NOT Valid:

• Couples may be busy, traveling, or taking time to consider their options
• They may have received multiple vendor responses and are comparing
• They may respond days or weeks later

What You Should Do:

• Follow up 2-3 times over 1-2 weeks (polite, non-pushy)
• Ensure your initial message was professional and personalized
• Check your spam folder in case the couple replied

3.2 Couple's Budget is Lower Than You Prefer

Scenario: The lead showed a budget of R8,000-R12,000, but you typically charge R15,000+.

Why NOT Valid:

• The budget range was clearly displayed BEFORE you unlocked the lead
• You chose to unlock knowing the budget
• You could have offered a discounted package or passed on the lead

What You Should Do:

• Only unlock leads that match your pricing
• Educate the couple on the value of your services (they may adjust their budget)
• Offer a scaled-down package if possible

3.3 Couple Chose Another Vendor

Scenario: You unlocked the lead, provided a quote, but the couple hired a different vendor.

Why NOT Valid:

• This is normal market competition
• WDDNG matches couples with up to 5 vendors, so you are competing for the booking
• The couple has the right to choose the vendor they prefer

What You Should Do:

• Ask for feedback on why they chose another vendor (to improve)
• Ensure your response time, pricing, and professionalism are competitive
• Follow up to stay top-of-mind if the other vendor falls through

3.4 Couple Changed Their Mind or Canceled Wedding

Scenario: The couple decided to postpone, downsize, or cancel their wedding after you unlocked the lead.

Why NOT Valid:

• Life circumstances change (financial issues, personal reasons)
• The lead was valid at the time of submission
• WDDNG cannot control couples' wedding plans

What You Should Do:

• Offer to stay in touch in case they reschedule
• Ask if they know anyone else getting married (referral opportunity)
• Accept that this is a risk of the wedding industry

3.5 Couple Responded Late

Scenario: The couple took 2-3 weeks to respond to your initial contact.

Why NOT Valid:

• Couples may be busy or taking time to compare vendors
• A late response is still a valid lead
• The couple may still book you

What You Should Do:

• Respond promptly when they do reach out
• Maintain professionalism even if the delay frustrated you

3.6 Lead Quality Score Was Accurate but Lower Than Expected

Scenario: You unlocked a Standard Lead (score 55/100) hoping it would convert, but it didn't.

Why NOT Valid:

• The lead quality score was transparently displayed before unlocking
• Lower-scored leads have a higher risk of non-conversion
• You chose to unlock knowing the score

What You Should Do:

• Only unlock Premium or Hot Leads if you want higher conversion rates
• Use Standard Leads to fill slow periods or test new markets

4. Dispute Submission Process

Step 1: Gather Evidence

Before submitting a dispute, collect:

• Lead reference number (found in your WDDNG dashboard under “My Leads”)
• Screenshots of the lead preview (what you saw before unlocking)
• Screenshots or emails showing the issue (spam, duplicate, inaccuracy)
• Payment confirmation (if claiming technical error or double charge)
• Brief explanation of why the lead is invalid (100-200 words)

Step 2: Submit Dispute via Email

Send your dispute to: disputes@wddng.co

Email Template:

Step 3: WDDNG Review (3-5 Business Days)

Once we receive your dispute, our team will:

1. Verify the lead authenticity (check if couple exists, contact info is valid)
2. Review evidence provided (screenshots, emails, payment records)
3. Check for duplicates (compare with previous leads you unlocked)
4. Assess lead quality (was the information displayed accurately?)
5. Investigate technical issues (payment logs, system errors)

Step 4: Resolution Notification

You will receive an email within 3-5 business days with one of the following outcomes:

Outcome A: Dispute Approved

What Happens Next:

• Refund is issued as account credit (not cash)
• Credit appears in your WDDNG wallet within 24 hours
• You can use it to unlock future leads
• Credits never expire

Outcome B: Dispute Denied

What Happens Next:

• No refund is issued
• You may provide additional evidence or escalate the dispute (see Step 5)

Step 5: Escalation (Optional)

If you disagree with the dispute denial, you may escalate by:

Reply to the denial email within 7 days with:

• New evidence not previously provided
• Detailed explanation of why you believe the decision was incorrect
• Specific request for reconsideration

Escalation Review:

• A senior WDDNG team member will review your case
• Response time: 5-7 business days
• Final decision (no further escalation)

5. Dispute Timeline Summary

Total Maximum Timeline: 21 days from initial dispute to final decision

6. Abuse Prevention and Consequences

6.1 High Dispute Rate Monitoring

WDDNG monitors vendor dispute rates to identify patterns of abuse. We calculate:

Dispute Rate = (Number of Disputes / Total Leads Unlocked) x 100

Benchmarks:

• 0-10% dispute rate: Normal (occasional issues expected)
• 10-20% dispute rate: Warning (account flagged for review)
• 20%+ dispute rate: High risk (may indicate abuse or misunderstanding of policy)

6.2 Consequences for Abuse

If your dispute rate exceeds 20% OR you repeatedly submit invalid disputes, WDDNG may:

1st Warning:

• Email notification explaining the issue
• Request to review this Lead Dispute Policy
• No account penalties

2nd Warning:

• Temporary suspension of dispute privileges (14 days)
• Account flagged for monitoring
• Required to provide more evidence for future disputes

3rd Warning / Termination:

• Permanent revocation of dispute privileges
• Forfeiture of account credits
• Possible account suspension or termination

6.3 Fraudulent Disputes

Submitting knowingly false disputes (e.g., fabricating evidence, lying about couple interactions) is considered fraud and may result in:

• Immediate account termination
• Forfeiture of all credits and refunds
• Referral to authorities (if applicable)

7. How WDDNG Prevents Invalid Leads

We take lead quality seriously. Here's what we do to minimize disputes:

7.1 Couple Verification

• Email verification required (no fake emails)
• Phone number validation (optional but encouraged)
• CAPTCHA to prevent bot submissions

7.2 Lead Quality Scoring

• Algorithm analyzes budget clarity, date urgency, detail specificity
• Transparent score (0-100) shown BEFORE you unlock
• Vendors can filter by minimum lead score

7.3 Manual Review (High-Risk Leads)

• Leads with unusual data (extreme budgets, nonsensical text) are manually reviewed
• Test leads are clearly marked

7.4 Duplicate Detection

• System checks for duplicate requests from the same email/phone
• Couples are notified if they've already submitted a similar request recently

7.5 Continuous Improvement

• Dispute data is analyzed to improve lead quality algorithms
• Frequent issues are addressed in platform updates

8. Tips to Minimize Disputes

8.1 Only Unlock Leads That Match Your Criteria

• Review the lead preview carefully (budget, date, location, requirements)
• If the budget is too low or requirements don't fit, pass on the lead
• Don't unlock leads hoping the couple will increase their budget

8.2 Respond Promptly and Professionally

• Contact couples within 24 hours of unlocking
• Personalize your message (reference their wedding date, style preferences)
• Provide clear pricing and availability

8.3 Follow Up (But Don't Spam)

• Send 2-3 follow-ups over 1-2 weeks if no response
• Be polite and non-pushy
• If still no response after 2 weeks, move on

8.4 Check Lead Quality Score

• Hot Leads (80-100): High urgency, detailed, likely to convert
• Premium Leads (60-79): Good quality, moderate urgency
• Standard Leads (40-59): Lower urgency or less detail, higher risk

Adjust your expectations based on the score.

8.5 Use Standard Leads Wisely

• Great for filling slow periods
• Lower conversion rate, so don't expect every lead to book
• Consider these “marketing leads” rather than guaranteed clients

9. Contact and Support

For questions about this Lead Dispute Policy or to submit a dispute, contact:

Dispute Submissions: disputes@wddng.co

General Vendor Support: vendors@wddng.co

Platform Issues: support@wddng.co

Legal Questions: legal@wddng.co

Response Time: Disputes are reviewed within 3-5 business days.

10. Changes to This Policy

WDDNG reserves the right to update this Lead Dispute Policy at any time. Changes will be communicated via:

• Email notification to all vendors
• Updated policy posted on wddng.co with a new “Last Updated” date

Your continued use of the Platform after changes take effect constitutes acceptance of the updated policy.

11. Acceptance

By using the WDDNG platform and unlocking leads, you acknowledge that you have read, understood, and agree to be bound by this Lead Dispute Policy.