REFR Training Guide
REFRTraining Guide
Last updated: 20 June 2026

REFR Training Guide

Everything your team and your introducers need to get the most out of REFR — from sending your first lead to tracking commission and ROI. Use the menu on the left to jump to a topic, or search above.

Welcome & overview All users

REFR brings every lead, introducer, and referral into one place, so you can see what's working and pay commission accurately, without spreadsheets.

REFR is built around three groups of people:

WhoWhat they do in REFR
Your teamManage incoming leads, set up commission rules, and review reporting.
IntroducersSubmit leads through their own portal or app, and track the status of leads they've sent.
Partner businessesSend and receive leads to/from each other on the same platform, with full visibility on both sides.
Tip: If you're brand new, start with Setting up your account, then move on to Lead Management.

Setting up your account Admins

A few one-off steps before you start sending or receiving leads.

  1. Log in to your REFR dashboard with the credentials from your welcome email.
  2. Add your business details and logo so introducers recognise your brand in their app.
  3. Invite your team members and set their permission level (admin, team member, or viewer).
  4. Invite your first introducers — they'll receive an email to download the app and create their login.
  5. Set up your commission structure under Commission Tracking before any leads start converting.
Before you go live: Confirm your commission rules are saved correctly. Changes made after leads have already converted won't apply retroactively.

Lead Management All users

Capture, track, and update every lead from any introducer or partner, with full visibility on its status.

Every lead that comes in through the introducer app, partner connection, or manual entry lands in your Leads dashboard with a status that updates as it moves forward.

  1. Open Leads from the main menu to see all incoming leads.
  2. Click a lead to view its details, source, and history.
  3. Update its status (e.g. New, Contacted, Qualified, Converted, Lost) as it progresses.
  4. Add notes so anyone on your team can see the latest context.
  5. The introducer who sent the lead sees status updates automatically — no need to email them.
Tip: Keeping lead statuses up to date is what keeps introducers engaged — they can see their leads progressing in real time instead of chasing you for updates.

Introducer Portal & App Introducers

A simple, dedicated app where introducers submit and monitor the leads they send you.

  1. Download REFR from the App Store (iPhone) or Google Play (Android), or use the web portal.
  2. Log in with the invite link sent to your email.
  3. Tap New Lead and fill in the contact's details.
  4. Track the status of every lead you've sent from your dashboard.
  5. View your running commission total and statements as leads convert.
Tip for admins: Encourage introducers to use the app rather than email — every lead submitted this way is automatically logged and attributed, so nothing falls through the cracks.

Commission Tracking Admins

Automate your commission structure and generate clear, accurate statements without manual spreadsheets.

  1. Go to Settings > Commission Rules.
  2. Choose a structure: flat fee per lead, tiered (e.g. one rate for the first leads, a lower rate after a threshold), or percentage-based.
  3. Apply the rule to a specific introducer, group, or your whole network.
  4. As leads convert, REFR calculates commission automatically and adds it to that introducer's running total.
  5. Run a commission statement at the end of your billing period and export it for payment.
StructureHow it works
Flat feeA fixed amount per qualifying lead.
TieredThe rate changes once volume passes a set threshold (e.g. a higher rate for the first 15 leads, then a lower rate after).
PercentageA percentage of the value of the converted business.
Important: Double-check commission rules before your first leads convert. Edits made afterwards apply only to future leads, not ones already processed.

Multi Business Connectivity Admins

Manage leads you receive and leads you refer out, all in the same system.

  1. Go to Connections and search for the partner business by name.
  2. Send a connection request — they'll need to accept it from their own REFR account.
  3. Once connected, you can send leads to them or receive leads from them, with each side tracking status independently.
  4. Set commission rules for outbound leads the same way you would for your own introducers.
Tip: This is useful if your business both sends and receives referrals — for example, sending overflow leads to a partner firm while also receiving leads from introducers of your own.

Marketing & ROI Tracking Admins

See which campaigns and channels are actually delivering value, not just activity.

  1. Tag leads by source or campaign when they come in (this can happen automatically for leads sent via the app).
  2. Open Reports > Source Performance to see leads, conversions, and cost per source side by side.
  3. Compare the commission or marketing spend against the value of converted business to see true ROI per channel.
  4. Use this to decide where to invest more — or stop paying for sources that aren't converting.

Real Time Reporting All users

Dashboards and management information that support growth, compliance, and planning.

  1. Open Dashboard for a live view of leads, conversions, and commission across your network.
  2. Filter by date range, introducer, or source to drill into specific performance.
  3. Export any report as a spreadsheet or PDF for board packs, audits, or compliance records.
  4. Every lead has a full audit trail — who sent it, when its status changed, and who actioned it.
Tip: The audit trail is especially useful for regulated industries like financial services, where you need to show exactly how a lead was handled.

Dashboard overview All users

A first look at the REFR dashboard when you log in.

Needs review — drafted from visuals only

What's shown

The dashboard opens with a personalised greeting and a snapshot of your account: commission due, commission income, leads received and sent in the last 30 days, average lead sign-up rate, and your current on-time rate against targets. A "Current Status Totals" panel shows how many leads are at each stage (e.g. Signed Up).

Replace this paragraph with what you actually say in the recording — e.g. how often to check this page, what counts as a good conversion rate, or what to do if a target shows as "Critical."

Ask Refr (AI assistant) All users

A built-in assistant for quick questions about your leads and performance.

Needs review — drafted from visuals only

What's shown

Clicking Ask Refr on the dashboard opens a chat-style panel with suggested questions, such as "How many leads did I receive this week?", "Show me my overdue targets", "What is my conversion rate this month?", "Which connections are performing best?", and "Summarise my lead activity." You can also type your own question into the box at the bottom.

Replace this paragraph with your own explanation — e.g. how accurate the answers are, whether it's currently in beta, or example questions you'd recommend new users try first.

Sending a new lead Introducers

Walking through the "Send New Lead" form.

Needs review — drafted from visuals only

What's shown

From Send Lead, choose whether it's a referred lead or your own lead, then select the connection and product it relates to. Fill in the customer's full name, email address, and phone number, plus any notes (up to 2000 characters). Before sending, you must confirm GDPR consent — that the customer has explicitly agreed for their details to be shared.

Before publishing: the recording shows a real-looking name, email, and phone number on screen at this point. Either trim that section of the video, blur it, or re-record with placeholder details (e.g. John Smith / john.smith@example.com) before this goes live.

Replace the description above with your own walkthrough — e.g. what counts as a "referred" vs "own" lead, or what happens after you tap Send.

FAQs All users

Quick answers to common questions. Add new questions here as they come up from your team or introducers.

Is REFR free for introducers to use?
Yes. Introducers who only send leads use REFR for free, with no contract.
How is pricing calculated for businesses receiving leads?
Pricing is tiered per lead: £3 for the first 15 leads in a month, £2 for the next 15, and £1 per lead above that, with a minimum of 10 leads per month.
Can an introducer see leads sent by other introducers?
No. Each introducer only sees the leads they've personally submitted and their own commission totals.
What happens if a lead's status is set incorrectly?
An admin can correct the status at any time from the lead's detail page. The audit trail will show the change was made.

Contact & support All users

Can't find what you need here? Get in touch.

ChannelDetails
Phone01202 390050
Emailadmin@introvice.co.uk
Book a demoAvailable via the REFR website
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REFR is a trading style of Introvice Ltd, registered in England and Wales, no. 10854063. Registered office: 342–344 Ringwood Road, Ferndown, Dorset, BH22 9AT.