As a member of Rightmove, estate agents have the option to make many changes to their contract throughout their Rightmove journey. As agencies become more established and grow, they may potentially choice to invest in additional products that enhance their brand awareness or property listings on site. When this happens a contract will be created by the customers Account Manager, it will then be signed and come back into the Agency Processing team via a system called STP (Straight through Processing) for us to then pick up and process. 



Can we accept this additional product form?

  1. Does the actual signature match the expected signature?
    • All free product forms now require a customer signature as this is confirmation that the customer is agreeing to the related product T's and C's 
  2.  Make sure the contract does not state to do either of the below: 
    • Package change
    • Service change 

                   e.g When there is no package or service changes the contract will display as seen below



 

What products are on the contract to be added? 

There are a variety of product that a customer has available to them to fit their business needs. If you wish to see a breakdown of all products please refer to article 'Product Training Estate Agency' Where each product is discussed in detail. 


Here is one example of what an additional product form can look like, 



To find the products you will be processing (as shown above) look for the heading New Products. 

We can see above this customer is adding 5 new Flexible Premium Listings Lettings of which 0 are free and the customer has signed for these to go live ASAP Meaning we can proceed to process this contract. 


How to process the additional product contract?

  1. In Freshdesk, make a new ticket 
  2. Click on ‘Agent Portal’ then ‘New’, ‘New ticket’


Fill in the ticket 

  1. Contact – Their email address
  2. Subject – Additional Product Form
  3. Status – Closed
  4. Group – Agency Contracts
  5. Type – Membership
  6. Category – Contract with Rightmove
  7. Subcategory – Go Live
  8. Item – Product
  9. Description – Copy and paste the whole form in plain text (right click and choose ‘paste in plain text’)
  10. Tag the Order ID and Branch ID
  11. Click ‘Create’


Go to STP 

  1. Open STP  and accept the form if all the details are correct. 
  2. Reject if otherwise and make a note for the AM before sending back.
  3. Click ‘proceed with automated steps’ if the form passes all of the above. 
  4. You will come through the ‘Go Live’ page. Click ‘Select All’ and insert the ‘Go Live’ dates.  - If it says, ‘in progress’, close and reopen. 
  5. If there is no chargeable date is needed unless there's a second lower chargeable date box – If there is a chargeable date, this will be the same as the go live date. Click done in STP.


Go back to Freshdesk 

  1. Go back onto Fresh Desk.
  2. Create a new E-mail.
  3. Change the ‘from’ email to contracts@rightmove.co.uk
  4. Add the ‘to’ to the contact email address from the form on STP. 
  5. CC in relevant Account Manager (AM) – name is shown in the top right-hand corner of STP (their email address will be shown like ‘name.name@rightmove.co.uk’).
  6. Subject – Your Rightmove Product
  7. Select canned email response (starred box at the bottom of email text box) and follow as below:
  8. Click on ‘Contracts’
  9. Select canned response 'Go Live Additional Product Free and Chargeable' make the necessary amendments for the individual customer


Once the email is completed

  1. Select Group – Contracts 
  2. Type – Contracts
  3. Category – Go Live. 
  4. Send E-mail.
  5. Go back to STP.
  6. Click on ‘Skip customer thermometer and send email – Make sure you do this step last.
  7. Click ‘continue’ to complete. 

What should I always remember when processing additional product forms? 

  1. To make sure you are picking up the correct forms by using the Form Guide. 
  2. There will be no signature if it is a free additional product.
  3. Check that the signature is correct if it is a chargeable product.