Home care enquiry dispute process

Overview

At Lottie, we're committed to providing you with high-quality, qualified enquiries. However, we understand that occasionally some referrals may not meet your requirements. We've streamlined our dispute process to make it simple and automatic, all you need to do is keep your enquiry statuses up to date in Found, and we'll handle the rest.

How to dispute an enquiry

Disputing an enquiry is straightforward:

1. Log in to Found (your Partner Portal)

2. Navigate to the enquiry you wish to dispute

3. Click the three-dot button in the top right corner "Close enquiry"

4. Select the appropriate 'Closed (lost)' reason from the qualifying categories below

That's it! Once you've selected a qualifying dispute reason, the enquiry will be automatically waived - no additional action required on your part.

⚠ Important:

• Enquiries must be disputed with in 5 working days.

• If you wish to dispute enquiries from outside the current month, please email our support team directly (support@app.lottie.org) for review.

Qualifying dispute reasons

Your enquiry will be automatically disputed and waived if closed for any of the following reasons:

Changes in circumstances

• Prospective service user is deceased

Requirements not met

• We are not in a suitable location

Enquiry unrelated to care

• Entertainment

• Job seeker

• Journalist

• Selling something (e.g., beds)

• Service provider (e.g., hair, nails, feet)

Not ready to progress conversations

• Mystery Shopper

Test/human error/spam

• Enquiry created due to human error

• Spam enquiry

• Test enquiry

Duplicate enquiry

• Duplicate (if the enquiry was already known to you outside of Lottie)

Please note: All duplicate enquiries are automatically removed within the same month.

⚠ Important: The referral fee covers the delivery of a qualified, verified enquiry, not the outcome. As long as a genuine care request has been made and contact details have been shared with you, the referral is considered fulfilled.

Non-qualifying dispute reasons

• Unable to contact: Non‑responsive enquirers or those who don’t answer calls.

• Non‑responsiveness or lack of engagement: Enquiries where the care seeker does not respond to your contact attempts.

• Looking for care in the future: Enquirers who are not ready to proceed immediately but have made a genuine care request.

Recommendations for successfully contacting a care seeker

• Call the care seeker 3 to 5 times.

• Call at different times of day (morning, afternoon, evening) to reach them when it’s most convenient.

• Call over the course of three separate days to increase the chances of connecting on a day that works for them.

⚠ Still can't make contact? After making 3–5 call attempts at varying times and on different days, reach out to our support team and we'll make sure you are not charged.

Important reminders

Avoid selecting 'Other': If you choose 'Other' as your closed reason, your dispute will NOT be processed automatically. Always select the most appropriate reason from the qualifying categories above.

Non-qualifying reasons are chargeable: Only enquiries closed with the reasons listed above will be automatically waived. All other closed reasons will remain chargeable.

We're improving transparency: We're currently working on enhancing visibility throughout this process to make it even easier for you to track and manage your disputes.