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THE REFERRAL NETWORK

“HOW TO” GUIDE

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Global Referral Network Application Instructions

Login to the Global Referral Network

Maintain Tab

ToDo Tab

Create Tab

Create/Send a Referral

Office Update

Receive Tab

Agent Update

Accept/Reject a Referral

Referral Maintenance

Search Tab

Search for a Referral

Search for an Office

Reports

Policies and Procedures

Office Maintenance

Multi-Office Companies

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Global Referral Network Application Instructions

To utilize all aspects of The Referral Network including receiving affinity partner referrals all

member companies will be required to pay a $250.00 annual participation fee. This fee will be billed to

companies through CREST EDG. This will eliminate a per transaction fee to the Referral Network.

Login

To view the step-by-step login guide simply launch the instructions document below. Double left mouse click the

icon to launch the document.

NOTE: If you change your User ID and Password in the Referral Network system it will also change in Crest

EDG.

Login Page

1. Enter your User ID and Password in the appropriate fields.

2. Select the “Submit” button to access the Global Referral Network website.

NOTE: To reset your password, select the “Forgot Password” button.

To Do

The “ToDo” tab will allow you to view a categorized list of action items.

Edits/updates to action items can be completed from the “ToDo” tab. Simply click the “Referral Number” link in

order to perform edits/updates.

4 Create

Create

1. To Create a Referral select the “Create” tab.

Create/Send a Referral

2. Enter the referral information in the applicable fields. Required fields on the form are marked with an (*).

Once you have completed entering the data, click the “Send Referral” button located on the bottom of the

page.

5 Receive

NOTE: A sent message will populate at the top of the page to indicate the referral was successfully sent.

If a referral is not accepted within 48 hours, the sending office will receive an email notification of “No Action Has

Been Taken”. The sending office can then reclaim the referral and re-direct the referral to another company.

Receive

Accept/Reject a Referral

NOTE: Email notifications are sent to the “Receiving Office” when a referral is sent to them by the “Sending Office”.

Accept a Referral

1. Click on the “Receive” tab.

2. Click on the Referral Number link to process the incoming referral.

3. Once you have reviewed the referral information, next select to “Accept” the referral by scrolling down to

the bottom of the referral profile and selecting the applicable option.

6 Receive

4. When you choose to “Accept” a referral the next step is to assign an agent. A list of Agent Names will

appear, simply assign the agent by selecting the radio button next to the particular agents’ name.

7 Receive

5. Once the agents’ name is selected, click the “Accept Referrals” button.

6. A confirmation dialog box will appear. Click “OK” to complete the assignment of the referral.

Reject a Referral

1. Click on the “Receive” tab.

2. Click on the Referral Number link to process the incoming referral.

3. Once you have reviewed the referral information, next select to “Reject” the referral by scrolling down to the

bottom of the referral profile and selecting the applicable option.

8 Search

4. When you choose to “Reject” a referral, the next step is to indicate the reason why the referral has been

rejected. A list of Reject Reasons will appear, simply assign the reject reason by selecting the radio button

next to the particular reason type.

5. Once the reason code is assigned, click the “Reject Referrals” button.

6. A confirmation dialog box will appear. Click “OK” to complete the assignment of the referral.

NOTE: Email notification(s) are sent to the Sending Office when a referral is accepted or rejected.

Search

1. To search a referral or an office select the “Search” tab.

2. Located at the top of the page are two radio buttons. Select the either option to populate additional search

criteria fields.

3. Enter the search criteria and click the “Search” button to view your results.

9 Reports

Reports

Outgoing and Incoming Referral reports can be accessed from the “Reports” tab.

Detail or Summary Reports

1. Select the appropriate search criteria under the “Outgoing Referrals Report” or “Incoming Referrals Report”

section. You can also filter your search by entering a start date and end date range. Once you have

completed entering your search criteria, select the “Generate Report” button.

10 Maintain

2. Several types of reports can be queried. An example of a report output is listed below. All reports within the

Global Network Referral system can be exported in several formats. The most commonly used format is Excel

Spreadsheets.

Maintain

In order to update agent, office and referral information access the “Maintain” tab.

The Maintain tab is divided into two (2) sections which include Office Maintenance and Referral Maintenance.

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Office Maintenance

Multi-Office Companies

Set-Up the Main Office as the Contact Point

The system default, assigns the Main Office as point of contact. User this default, all incoming referral are set

to the main office for acceptance and distribution. The branches and staff members must be “Active” in order

for the main office to forward referrals. (See “How-To Activate Agents)

Set-Up Independent Offices in a Multi-Brand Company

Initially, identify how you would like your branches to operate:

Example One: You may choose to allow each office to operate independently, assigning a different Office Manager to each branch.

Example Two: You may choose to assign one Office Manager, under the company’s main office, allowing

one Office Manager to receive incoming referrals for the entire company.

Next, follow the set instructions below to implement your Referral Operation.

Office Update

Activate your Office or Multiple Offices

NOTE: Data within the Referral Network application is received from CREST EDG, your transaction/office

accounting system. If information is inaccurate, you must log into CREST EDG to make the appropriate changes.

The initial status of all offices within the Global Referral Network application is “Start”. Members must activate

their offices to begin sending and receiving referrals. In order to activate your office(s) complete the following

steps.

1. From the “Maintain” tab, select the button to view your office profile.

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2. Offices that wish to send referrals must reflect an office status of “Active”.

3. In order for office(s) to receive referrals, the office profile must indicate “Accepts Referrals”.

4. The email address listed in the system was received from the CREST EDG transaction/office accounting

system. If you would like Referral Information messages sent to an alternate email address, enter the

alternate address in the “Referral Center Email” field.

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5. [Multi-Office Companies] To change the status of all branches to “Active”, click the “Activate all Branch

Offices” check box located at the bottom of the page.

NOTE: The system default is set to “Use Main Office Contact for Branch Offices”. To allow offices the

ability to operate independently, select the “Activate all Branch Offices” option.

6. To save your changes, select the button at the bottom of the profile page.

7. [Multi-Office Companies] Ensure all Branch Office profiles are set up accordingly. To do so, scroll to the

bottom of the Office Profile Page and select the button. To view the Branch Office Profile, select the

Name of the office. Apply all necessary settings by following steps 2, 3, 4 and 6 of this section.

The Office Manager and Relocation Director in the main office can be given companywide authority

allowing them to perform all the functions that go along with their level of access in each brand using the

same main office User ID and Password. Individual Office Managers can also be established for each

brand.

Agent Update

How to Activate Agents

NOTE: New Agent information entered into the CREST Database will take 48 hours before appearing in CGRN.

1. Click on the “Maintain” tab and select “Agent Update” to open your list of agents.

2. Click on the agents name to open their profile.

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3. Scroll down to the agent status section of the profile.

4. Complete the fields as they apply:

Agent Status Agents move into the Referral Network in the “Start” mode. To send and receive referrals they must be “active”. When an agent leaves the office change the status to “Inactive” and the agent’s name will be removed from your list.

Access Level This defaults in from the accounting system. Note: the highest access level of Office Manager can change access levels.

Company Wide Authority:

Applies to companies with multiple branches and can be given only to Office Managers and Relocation Directors. Be aware, giving a user Company Wide Authority provides them with a duplicate email message on all Main Office Referral Mail.

Job Code: Choose a job code from the drop down menu.

Receives Referrals:

Given an ID and Password by the Relocation Director, Office Manager or Broker, all active agents can send a referral; however, in order for a Broker or Relocation Director to assign an incoming referral to an agent, this box must be checked.

5. Click “Update Agent Profile”.

Referral Maintenance

Change the Status of a Referral to: Active, Inactive, Pending, Contracted or Closed

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1. Select the “To Do” tab.

2. Locate the “Update Diary List” section within the To Do table.

3. Click on the Referral Number “link” of the referral number you wish to close.

4. The “Review/Update Diary” page will appear.

NOTE: This page can also be accessed via the Search tab. You can add a Diary Entry.

5. Next, click the “Update Referral Status” button.

6. The “Update Referral Status” window will appear.

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7. Enter the applicable information. Select the “Change Status” button to save your changes.

17 Referral Network Policies and Procedure Manual and Code of Conduct

Referral Network Policies and Procedure Manual and Code of Conduct

For purposes of this Manual, a party who uses the THE REFERRAL NETWORK System to buy or sell a property is called

"the Referred Client".

In the absence of an express written agreement to the contrary, any network referral shall be valid for a period of

two years from the date of the acknowledgment of that referral.

Buyers

Referrals for residential property must ordinarily be forwarded to one Office only. However, there may be instances

where the Referred Client advises the Sending Office (the Office making the referral) that he or she wishes to be

referred to residential property in more than one market area in a particular city or metropolitan area. If the

Receiving Office (the Office receiving the referral) is unable to service all market areas requested by the Referred

Client, the Sending Office may forward that referral to no more than three Receiving Offices, each of which must be

located in separate market areas. The Referred Client and all Receiving Offices must be immediately advised of this

multiple referral by the Sending Office, to be confirmed electronically within 24 hours.

Referrals for investment property may, at the discretion of the Sending Office, be forwarded to more than one

Receiving Office, provided the Referred Client and each Receiving Office are advised by the Sending Office of the

multiple referral, to be confirmed electronically within 24 hours.

Where there is more than one Receiving Office, a referral fee shall be paid by the Receiving Office receiving a

commission to the Sending Office which first originated the referral.

For purposes of this Manual, "residential property" is defined as single-family dwellings and residential income

property having up to a maximum of four units. All other real property is defined as "investment property".

Referral Procedures

It is recommended that Franchisees have a designated Relocation Director, and that referral contacts be made

between the Relocation Director of the Sending Office and the Relocation Director of the Receiving Office. If a

Franchisee does not have a designated Relocation Director, all contact regarding referrals should be handled by that

Franchisee's Broker.

1) A call must be made to the Receiving Office prior to the electronic transmission and should only be accepted by the designated Relocation Director or Broker.

2) Before the Sending Office makes a referral, the Sending Office's Relocation Director or Broker should confirm all relevant information.

3) The Sending office shall transmit through THE REFERRAL NETWORK a Referral (Buyer or Seller) to the Receiving office within 24 hours of calling in that referral. The Receiving Office shall, within 24 hours of receipt of the Referral, acknowledge and transmit to the Sending Office through THE REFERRAL NETWORK acceptance or rejection of the referral.

4) If the Receiving Office is already working with the Referred Client, or for any reason does not wish to handle the referral, the Receiving Office must so notify the Sending Office by telephone and thereafter confirm this fact electronically through THE REFERRAL NETWORK within 24 hours of receiving the referral, in order to officially decline the referral. If more than 24 hours have elapsed and the Receiving Office has not advised the Sending Office to the contrary, the Sending Office shall assume that the referral has been accepted. The Sending Office shall be entitled to a referral fee from the Receiving Office if the transaction closes and the Receiving Office receives a commission on the transaction. It is recommended that an Out of Area

18 Referral Network Policies and Procedure Manual and Code of Conduct

registration system be implemented in the broker’s office, documenting every out of area buyer and seller, in order to avoid [after the fact disputes and duplicate payment of referral fees].

5) The Receiving Office (or Offices), after accepting the referral (as above provided), shall contact the ReferredClient as soon as possible, but no later than 24 hours after acceptance, and shall select and appoint a SalesAssociate to devote an appropriate amount of time and energy for proper handling and servicing of thereferral. If unable to reach the Referred Client within 24 hours, the Receiving Office must notify the SendingOffice of its inability to contact the Referred Client. The Receiving Office shall keep the Referred Client andthe Sending Office informed, on a continuing basis, of any activity concerning the referral.

The following follow-up schedule will apply for both the Receiving and the Sending Offices in their communication

with each other on the Referred Client:

Follow-up with the receiving and referring source within 24 hours of receipt of the referral.

Follow-up within 7 days of the receipt of the referral and every 30 days thereafter, or as

appropriate with any change in status.

This same follow-up schedule will be maintained by the Sending office and the Referred Client.

6) If, at any time after a referral or referrals are made, the Referred Client decides to enter into a transaction orlook at property in a state or other geographic area not serviced by the Receiving Office or Offices, thefollowing procedures shall apply:

If the Referred Client advises the Sending Office of this decision, the Sending Office shall immediately

confirm this fact with the Receiving Office by telephone, and then confirm electronically through THE

REFERRAL NETWORK within 24 hours.

If the Receiving Office is advised of this decision directly by the Referred Client, (and has not received

confirmation from the Sending Office), the Receiving Office shall immediately confirm this fact with the

Sending Office by telephone, and then confirm electronically through THE REFERRAL NETWORK within 24

hours.

Upon learning of the Referred Client's decision to enter into a transaction or look at property in a state or

geographic area not served by the Receiving Office, it shall become the responsibility of the Sending

Office to assign the referral to another Receiving Office which services the applicable area.

Where time is of the essence, the Receiving Office may, at the request of the Referred Client,

immediately transfer the referral to another Receiving Office. In such instance, the Receiving Office

transferring the referral shall immediately notify the Sending Office of the transfer by telephone, and

confirm this fact electronically within 24 hours.

In the event of a transfer of a referral (also known as redirect or Trans-shipping), a referral fee shall be

then paid by the Receiving Office receiving a commission to the Sending Office which first originated the

referral.

7) Unless notice is given to the contrary, a referral shall be good for one transaction only. In cases where theReferred Client is a buyer and a seller, two Referral Forms are required [or disclosure is made on the initialreferral form and agreed to in writing via electronic acceptance of the referral].

19 Referral Network Policies and Procedure Manual and Code of Conduct

8) If the Referred Client advises the Sending Office, in writing, of dissatisfaction with the services of theReceiving Office, or if the Sending Office becomes dissatisfied with the quality of service being given by theReceiving Office on a particular referral, the Sending Office shall immediately advise that Receiving Office bytelephone and confirm this fact electronically within 24 hours. In such instance the referral shall be deemedwithdrawn, and shall be reassigned by the Sending Office to another Receiving Office in accordance with theprovisions hereof.

9) If a referral is made to a Receiving Office which is owned by a Franchisee owning more than one franchise,and the Referred Client buys or sells property through another office owned by that same Franchisee, aReferral Fee will, unless paid by the Receiving Office, be payable by the Office actually involved in saidtransaction, in accordance with the provisions hereof.

10) All Offices within the THE REFERRAL NETWORK are required to adhere to the THE REFERRAL NETWORK Policyand Procedures. Offices violating the THE REFERRAL NETWORK Policy and Procedures requirements will beunable to receive referrals from the THE REFERRAL NETWORK system until the infraction is corrected. Officesmay continue to send outgoing referrals through the THE REFERRAL NETWORK system. Offices must bewithin “good standing” within their respective real estate systems in order to be members of the THEREFERRAL NETWORK. “Good standing” is being current in all franchise fees, in logo compliance and otherwisein compliance with their franchise agreement. Repeated violations of the THE REFERRAL NETWORK Policy andProcedures may result in a broker being excluded from the THE REFERRAL NETWORK system.

Relationship of Offices

The Sending Office and the Receiving Office are independent contractors. No activities connected with a referral shall

be interpreted as creating or attempting to create a partnership, joint venture, and agency or employment

relationship between these Offices. All relationships between offices and Referred Clients must adhere to the

REALTORS® Code of Conduct. Membership in the THE REFERRAL NETWORK is optional. Membership is limited to

CENTURY 21®, COLDWELL BANKER®, and ERA® franchisees. Real estate offices must support THE REFERRAL

NETWORK with outgoing referrals in order to continue membership within the network.

THE REFERRAL NETWORK broker participation is limited to Realogy Real Estate brands including Cartus Principal and Associate offices. Principal Cartus companies may receive only in the Referral Network. Cartus Associate Brokers may send and receive through the Referral Network

Any Cartus Principal broker meeting this criteria who joins THE REFERRAL NETWORK will only be able to receive THE REFERRAL NETWORK referrals, and not send outgoing referrals to THE REFERRAL NETWORK members due to their contractual commitment as a Principal Broker with Cartus Broker Services.

Referral Commission

The referral fee is 25% or a negotiated fee depending on the brand - of which the referral fee is dispersed at closing

to the Sending Office by the closing or escrow company. In the event more than one Sending Office refers the same

client to the Receiving Office, the Sending Office whose referral is received first by the Receiving Office will receive

credit for the referral, and will be entitled to the referral commission upon closing. The electronic receipt of the

referral through THE REFERRAL NETWORK will indicate the date and time receipt. Notification to the other office(s)

20 Upromise Questions and Answers

that you are declining the referral must be given immediately. A check for the referral commission shall be mailed to

the Sending Office as soon after closing as possible, but in no event more than seven (7) days after closing. By

accepting the referral you are agreeing to pay the sending office the agreed upon referral fee.

By participating in THE REFERRAL NETWORK, the Receiving Office agrees to pay the referral fees outlined above.

Referrals from Franchisor

Franchisees choosing to accept referrals from Franchisor must abide by policies and procedures established by THE

REFERRAL NETWORK.

Referral Disputes

Franchisees are strongly urged to attempt to settle referral disputes Broker to Broker. If the issue may not be

resolved, it is then recommended that the appropriate Brand Regional Staff intervene to resolve the issue. If the

referral issue continues unresolved, both parties in the referral dispute must submit, in writing, the issues pertaining

to the transaction. THE REFERRAL NETWORK Administrative staff will review the issues and will decide the outcome

of the referral dispute. All parties in THE REFERRAL NETWORK will abide by the decision of the THE REFERRAL

NETWORK administrative staff. Payment of the referral fee must be made within 7 days of the THE REFERRAL

NETWORK administrative decision to remain active in the THE REFERRAL NETWORK network.

Non Payment of Referral Fees

All THE REFERRAL NETWORK brokers must pay referral fees according to THE REFERRAL NETWORK Policies and

Procedures. Non payment of referral fees will result in the deactivation of an office in THE REFERRAL NETWORK.

Offices will retain the capability to send referrals through THE REFERRAL NETWORK but will not be able to receive

referrals until they are current in payments.

Guarantee of Referral Fee

After diligent effort first on the part of the Sending Office and secondly on the part of the THE REFERRAL NETWORK to

secure the referral fee, if the fee is not secured, THE REFERRAL NETWORK will guarantee payment upon proof of the

referral transaction and referral amount up to 25%. Any such amount may be applied to amounts owing to one of

Realogy franchisors by the Sending Office. Upon payment, or application, of the referral fee by THE REFERRAL

NETWORK, THE REFERRAL NETWORK shall be entitled to seek reimbursement from the Receiving Office.