This article will talk you through all the steps you need to know to process an Overseas Estate Agent Membership.


TABLE OF CONTENTS


How we receive the membership into Bonita

The account manager will upload forms through the Bonita Portal and once submitting them we will receive them in the Bonita Task List: http://bonita.rightmove.com/bonita/apps/tasklist/tasks/ 


Once they are in the Unassigned tab we can take them in our own view, by ticking the form and clicking on Take which is located at the top of the page:

After making sure the form is correct, we can start processing.

 

VAT validation steps

This step only applies to New Joiner/Returning Ex-Members that are based in the EU.

You will refer to this area of the contract:


1. Check on the contract form if the client is EU-based. - You can find a list of EU countries here.  

2. Check the client’s VAT number on their membership form. - The structure of the VAT number for each EU country can be found HERE.

3. Go to Atlas and under 'Accounts' click on VAT Number Verification

4. On the validation form - https://ec.europa.eu/taxation_customs/vies/ select the country code and enter the customer’s VAT number:

5. If the system returns an Invalid form:
- Check if you have grabbed the number correctly;
-Check if the structure inserted onto the VAT field on the validation form is correct
 -If the information is still returning invalid after you have done the above checks, add it to the document we have for invalid vat numbers, then you will need to check it again in 2 weeks time. (This process is currently being looked into). You can still set up the customer as normal though. 

 

Creating the payer ref

 

This step applies to:

-          New Joiners

-          Terminated agents re-joining us (‘billing end’ is over 3 months ago)

-          Existing member changing their billing details (such as VAT Number or the Company Name/Number) – in this case the AMs will send the agent the ‘billing information form’ and once this has been completed and signed by the customer the AM will pass the form over to us, who will then create the new payer ref.


To create a new Payer Reference, you will refer to the “Billing Information” area of the contract:

  1. Within Site Admin, click on P&R payer management

      2. On the next page, click on Add P&R payer

       3. You will then enter the customer’s billing information to create its unique payer reference:

        4. Filling in the “VAT number” field

 

- Only use numbers and letters in the VAT box. (Hyphens, brackets and spaces will throw out errors when the list is submitted to HMRC). 

- Always keep the country code as the first two digits, regardless of what comes next. i.e: IT or HR or DE.

If ever in doubt, you can check all EU countries’ VAT Structures in the separate article.


          5. Contact person for billing purposes & business unit details

 

            6. Billing telephone and email address & Payment method:

 

If you aren't sure on the payment method yet, set to by return, but be sure to update this if they choose another option.

When you have finished filling in all the details for the Payer Reference, you will see the customer’s new payer reference as below:

Copy and paste this reference into the Bonita form.

You will then be able to use this payer reference for the next steps (sorting out the payment method and setting up the branch on Site Admin / Novus).


Setting up the payment method


Once you have set up the customers shell - You will send them the pre payment canned response which will give them a choice of payment (Unless they are based in the UK then the AM needs to attach the DD mandate to the form)

  • If the customer wants to set up automatic payments, you'll need to use KEYIVR, please see the guide we have for payments create/edit/cancel.
  • If the customer wants to pay by return, please send them the canned response below when you send them their go live emails. 

 

 

Setup Direct Debit:

-          Support will enter the Direct Debit information on P&R according to the DD form processed by the AMs alongside the membership form. If the DD mandate is missing and the customers invoicing is in the UK reject the form and ask the AM to send the DD mandate.

 

Creating the Company/brand/branch in site admin


Create a company

1. Go to Site Admin and select Add a new company, if the customer is a returning ex member, try to use their old branch shell (check with AM if you aren't sure): 

2. Name: From the contract, the name under the Company basic information

3. Description: the AM would have added it to the Bonita form under the notes section

4. Tick overseas box

5. Logo: Save the logo from the Bonita form then attach it to both 'Main Company logo' and 'Rightmove Products company logo'

6. Upload method: property upload info on the form (manual -Rightmove Plus or feed - we select the feed provider from the dropdown)

7. By clicking this link it will show all the feed providers and whether they are setup for overseas: Contacts 

8. Make company visible: tick the box

9. Everything after Company Reports needs to be left as it is

10. Save

 

Create a Brand

 

Once you have created the company and selected save, you will be faced with the next screen to create a brand.

1. Name: Insert the same company name from basic information in the form

2. Trading name: Same as the name above

3. Description: Tick prepend the parent Company's description

4. Brand logo: Tick 'Use same as company'

5. Upload method: Same as parent company

6. Tick make brand visible

7. Save

 

Create a Branch 

 

Once you have created the Brand and selected save, you will be presented with the next screen:

 

1. Select the Admin tab on the above screenshot. This will take you to the following page, Select ‘Add new overseas branch to this agent brand’ 

 

2. Name: This is the name of the town where the branch is located

3. Country: the country at the top of the form, where the agent advertises their properties

4. Branch Address: the address from the Company basic information

5. Main Branch Email address: this is the email address in the leads details, can be found under the Company's 6. basic information

 

7. Scroll down to the decision maker section and fill in the details of the key person from the contract form

8. Scroll down to the bottom of the page and click Save & Continue

9. The following page is for allocating the 0333 number:

10. Enter the phone number from the leads information section of the contract. Make sure the number has the country code in front of it. If sure, please use this website: https://countrycode.org/ Tick the Geo and then add 033 in the Prefix box

11. Check to see if they have requested telephone call recordings, this can be found towards the bottom of the contract. If they have, we need to tick the Record option.

12. Save and continue

13. The next page will give us the 0333 number. We need to test this number by calling it to make sure it has been allocated correctly to the branch.

 

14. Description: Select the Prepend option. This will auto-populate the information from the description field when the company has been created

15. Branch logo: Tick 'Use same as brand' This will auto-populate the logo you have previously uploaded under the company

16. Branch photo: Browse and add the company logo again.

17. Save Branch. Site Admin will now provide the branch ID which we need to copy and paste in the Bonita form. 


Allocating the payer ref to the branch


 

As seen on the screen-print above, the next step is to click on Account Management

1. Copy and paste the payer reference created at Step 2 into the 'Exchequer Reference’. 

2. Click on Assign 

3. It will bring up the below screen, if the information is correct click on the Assign button.

 

Adding the package and any additional products to Novus


We shouldn't see many advance contracts anymore, especially for new joiners. If we do get any exceptions, we need to ensure these are authorised by checking with Sales Manager or Director.


The majority of forms will be monthly contracts and as per the above, the Go Live date will be set as today and the chargeable date in 2 working days - this applies to manual uploaders only.

If the customer is using an automatic feed, we would need the feed to be set up first before we set the membership live, once properties are live, you can set them live and chargeable today.

 

1. We add the package in Novus, by clicking on Products - Go to Novus

2. Adding the contract package - Click on Add Sale

3. Create Reason: Depending on what the contract says, it could be New member or as per the offers we have Take Six or Take 100

4. Package: As per contract they signed. E.g. Overseas 61-100 Exposure / Overseas 61-100 Presence

5. Tick No offer. (The offers shown in Novus - green and red - were provided before Covid) 

6. We leave as chargeable

7. Pay model: Monthly or advance, as per the contract

8. AM: The AM listed within the signed contract, at the bottom of the first page (it is important to add the AM from the form, as this will impact their commission)

9. AD: This will normally be auto-populated with the manager of the AM selected

10. Once all the information has been changed please save

This will take you to the following screen:

As an example, if go live date is 29.09.2024, chargeable date will be 01.10.2024

11. Once we hit Confirm, the line will be added in Novus and the branch should automatically change from 'Not visible' to 'Visible'

 

*If the contract is Advance (either 6 or 12 months) there is an extra step:

12. We need to add a closure date by selecting 'Process Leaver' under 'Actions'

13. The closure date will be at the end of their advance period. For example: contract starts 01.10.2024, closure date will be 01.04.2025

14. Closure Reason – This will go down as a renewal. This is so that the AM knows to contact the Agent near their end date.

15. Leaver AM/TAM – This is the AM who sold the package.

Save

 

Allocating the AM


1. Open an excel file

2. Column A: add the branch ID

3. Column B: the ID of the account manager that is in charge of that region/country (this can be found here under the AM Patch allocations guide

4. Column C: 1 (unless it is a vacant patch, in which case we add a T rather than 0)

5. Save it in your documents 

6. While you're still in Novus, go to Utilities:

7. Click on Branch AM Upload

8. Upload the csv and click Validate file.

9. It will look like nothing has happened but if you go back to the branch details, the AM should now show at the top of the page:


Adding the RM+ user

 

1. Go back to Site Admin under the branch and select 'Users'

2. Click on Add new user

3. We provide RM+ access to the person listed under the Key contact in the contract, making sure that the email address is compliant with the company policy, in the format 'nameofperson@companyname.com'

4. Select Add/Edit for Overseas and any additional products 

5. Tick 'Access to lead report'

6. Tick 'Listen to calls in the Telephone Lead Report' only if they requested this access. This can be located towards the end of the contract the client signed

7. Click 'Save and send email later'

8. Edit the account and resend by selecting ‘Save and send added email’

This will send an email to the client with instructions on how to setup a password which will allow them to login to Rightmove Plus 

 

 

Sending the test email lead


1. Select “Go to Rightmove Plus”

2. Click on “Menu” and select” My Properties for sale”

3. Select the agent’s logo on the right-hand side

4. Click on "email this branch"

5. Fill in the enquiry form. Once you fill it once, it will save for future

6. Email address: contractprocessing@rightmove.co.uk

7. Telephone number: 01908 712 356

8. Text message: 'This is a test email. Can you please confirm it has been received?'

9. Send

 

Additional actions if using a feed to load property stock 

If the agent has requested a feed provider, we need to send a request for the feed to be activated, you'll need to get the email address for the software provider. 

1. Go to FreshDesk and create an email or ticket for ADF, by using the 'Data feed request to ADF - new customer' canned response under the Overseas Folder:

 

 

From: contractprocessing@rightmove.co.uk

*If we select new email:

or if we select new ticket:

 2. Email to client to inform their feed is being setup (if applicable)

3. Send the client below canned response to let them know their feed request is in progress:

Subject line: Welcome to Rightmove – you’re almost ready.


Sending the welcome email

Once all of the above steps are complete, we send the client their welcome e-mail.

1. We CC their account manager in to the e-mail as well (this will be the AM that looks after that patch - allocated by us in Novus)

*if the AM is on annual leave, we also cc the one that processed the form, so they can cover

2. Canned responses for both manual loader and agent using a feed provider are located under Overseas in FreshDesk.

NOTE: We will only set a feed customer live and send the welcome e-mail once ADF have confirmed that 

 

   

Checking the form out of Bonita


1. Finish up your notes on the order

2. Once done, you can choose 'Completed' from the status menu and save the Bonita case - This will then disappear from your view. All is complete.