How to Track Repeat Leads from the Same User

🎯 Objective:

To identify duplicate or repeat leads created by the same customer using the same phone number, especially to avoid spamming or manipulation of offers.

👤 Applicable Teams:

Sales Team, Support Team, Calling Executives, Operations

🪜 Step-by-Step Process

✅ Step 1: Use the Phone Number to Search

Go to the Admin Panel
Navigate to the Leads section
In the search bar, enter the customer’s phone number

✅ Step 2: Review All Leads Under That Number

Check for:
- Multiple leads for the same device
- Leads with different device names but same time pattern
- Leads created within short intervals (spam)
- Leads marked as cancelled, no action, or pickup not done previously

✅ Step 3: Check for Spam or Manipulation Behavior

Look out for:

Customer trying to place new leads to get a higher price
Creating multiple orders to test quotes
Repeated cancellations

✅ Step 4: Take Appropriate Action

Scenario	Action
Same device lead multiple times	Merge or cancel duplicates; contact once
Suspected spam (3+ fake leads)	Flag user internally, inform Ops
Old lead already completed	Inform user it’s already picked up & closed

✅ Step 5: Add Notes for Internal Reference (if needed)

Update internal CRM or Admin Panel notes with:

“Repeat lead. Merged with Order ID #XXXX. User informed.”

🧠 Best Practices

Always check before calling a new lead to avoid duplicate effort
Keep tone polite even if user has placed multiple leads
Do not accuse user of spam — just explain the platform accepts 1 active lead per device
Escalate to Ops if abuse is repeated