Knowledge Base

When an agent removes a property from the website, there can sometimes be technical issues that result in the property getting stuck on the website. This article will talk through what to do when this happens and how to help get it resolved.

TABLE OF CONTENTS

• What to do?
• Checklist 
• Jupix Rules
• Duplicate Removals
• PER Errors
• Reapit and Aspasia/Qube/MRI

What to do?

1. Get the full property address and search for the listing on the website in case in's updated and removed whilst you've been speaking with the customer or since they emailed. 
2. If the property is still on the website, open Rightmove Plus for the branch as we need to see if there are any data feed errors relating to the removal of the property in the 'RTDF error report'. 

• If they upload their properties via a data feed, check the 'Errors' and 'Warnings' tabs for messages relating to the specific property. You'll know which property each error/warning message relates to from the 'Property Address' column. See the example screenshot below.

• If there is an error/warning message relating to the property in question, then please pass to the Customer Technical Care team.

Checklist 

What does the error look like in Rightmove +

Jupix Rules

• If the property has been moved from one branch, to another, the feed may have tried to remove the property from the previous branch. As the property is no longer available to remove, it would generate an error.
• These can normally be ignored, as would be a one off. If the agent is receiving multiple error emails this would need to be raised with the provider.

Duplicate Removals

• We occasionally receive multiple removal requests, in the same second or small time frame.
• Search for the removal error in Atlas - https://siteadmin.rightmove.co.uk/atlas/rtdf/callHistorySearch
• Use the agent ref which is the branch ID and property reference, branchID_propertyreference
• You will be returned the below results, as an example, which note multiple removals in a small time frame.
• This can mostly be ignored. If the agent continues to receive these we will raise with the provider.
• This sometimes happens as the feed sends multiple requests to remove a property.
• As the property is successfully removed, when the second requests comes through it causes the error as there is now no property to remove.

PER Errors

What does PER mean – this would be a permission error. The feed that is sending the request does not have permission to carry out the removal.

• If an agent is returned a PER error for remove requests, this would mean that a previous feed is trying to remove properties.
• We would need to raise this with the previous provider and ask for the requests to be stopped.

CAUTION: This Email is from an EXTERNAL source. Ensure you trust this sender before clicking on any links or attachments.

There was an error trying to remove your property GCL190050.

The unique ID for this issue is 251050-220204-013017-3827356.

The errors which occurred were:

PER_00070: Sorry, we were unable to process your request because the Branch ID specified is not set up with this network. Please contact Rightmove if you believe this is incorrect.

Reapit and Aspasia/Qube/MRI

If the agent uses these feeds make the property unsearchable rather than removing this.

Why?

This will prevent further errors in the future with error emails being generated.

The feed may look to reconcile the branch, marry up properties from their systems to ours, and as the property is still on the branch it would be able to remove this.

If the property is removed, this would generate error emails, to the branch, when the feed tries to remove this.

This will prevent nightly removal errors to the branch.

Canned Response example:

Good Morning,

We have been contacted by the branch below as they are receiving errors.

The feed is currently trying to remove properties which are not on site.

Would it be possible to stop the removal requests which are being sent every morning?

Branch Name

Branch Address

Branch ID: XXXXXX

References generating error:

If you require further information, please do let me know.

Thanks

Your Name