I will preface this post with the statement that: demand on brokers from Leasehackr comes in difficult-to-predict waves.
There are times where business is slow and responses are immediate, and other times where everyone is heads down because leads are just pouring in from every direction.
This type of chaos is just… the nature of the Internet.
Now, that being said, I understand that many people are operating on shorter car-buying timelines. If left to natural forces, it’s easy to be overwhelmed with leads during peak demand curves.
What I’ve learned from this Community is: To operate at scale, the Broker must have a process and/or policy in place to explain how long they expect to hold on to your money. Delays happen, but whatcauses the most stress for customers is: when they’re uncertain about the fate of their broker fee, and their car delivery at the same time.
For example:
In my case, I’ve made significant investments in technology and process to enable for a 7-day fail-open refund policy. I can’t always guarantee how long your deal will take, but I can define what my failure to deliver looks like, and how the mechanics of refunding you will work in that situation.
The “Safe Shopping Policy” was not something I realized I needed until after I had been operating for a while, so I appreciate OP for asking this question.