Applies to: Administrator · Agency Administrator · Branch Manager · Agent · Supplier
What Are Exceptions?
Most of your transactions will move through the pipeline smoothly — but not all of them. MoveIT proactively identifies instructions that may need your attention and surfaces them in the Task Manager, so your team can act quickly and maximise successful referrals.
This article explains every exception scenario and how to manage them.
The Task Manager
The Task Manager gives both agency and supplier users a clear view of instructions that need attention. It mirrors the layout of the Referral Pipeline and contains four tabs:
- Aged
- Cancel Requested
- Queried
- Tasks (contains manually created tasks only)
Exceptions Summary
At the top of the Task Manager you’ll see a summary table showing how many items your organisation has in each tab, how many have tasks assigned, and how many of those tasks are overdue.
You can click any number in the table to automatically filter the tabs below — for example, clicking the count of queried instructions with no tasks assigned gives you an instant view of what’s new and needs attention.
Exception Categories
Pending Quote Follow-Ups
When a referral is sent to a customer, and they haven’t proceeded after 3 days, MoveIT automatically sends them a follow-up reminder. This applies to all product types (Conveyancing, Financial Services, Property Services, and Surveys).
MoveIT will continue to send reminders periodically until the customer proceeds or the referral is otherwise resolved.
Purchase Fall Through
When an agent’s CRM is connected to MoveIT, purchases can be linked to quotes and referrals. This autopopulates the referral form and lets MoveIT track the transaction automatically.
If MoveIT detects that the linked purchase has fallen through, it will automatically unlink the CRM record and mark the instruction as Queried, moving it into the Queried tab.
Agents can then check whether the customer is still looking to purchase — either the same or another property. If they are, the instruction can be updated and left in progress, or re-linked to a new CRM record. If not, the instruction can be cancelled.
Sale Withdrawal
When an agent’s CRM is connected to MoveIT, sales can be linked to referrals and instructions. If MoveIT detects that the linked sale or property has been withdrawn, it will automatically unlink the CRM record and mark the instruction as Queried.
Agents can then confirm whether the customer is still intending to sell — perhaps through another agent — and update the instruction accordingly, or cancel it if the sale is no longer proceeding.
Purchase / Sale Auto-Linking
MoveIT monitors live instructions that aren’t yet linked to a sale or purchase in the CRM — this can happen if the records weren’t available when the referral was created, or following a fall through or withdrawal.
When a new matching sale or purchase appears in the CRM, MoveIT will automatically link it to the relevant in-progress instructions, allowing the transaction to be tracked going forward.
Additionally, if an instruction is linked to an offer, and that offer is superceded by a sale, or a purchase falls through and a customer makes an offer on a new property, MoveIT will automatically unlink the offer and link it to the most recent record, updating the purchase property address if this has changed.
Supplier Change
If MoveIT detects that the conveyancer assigned to a transaction in the CRM has changed, it will mark the instruction as Queried.
The agent can then confirm whether the instruction is still valid — i.e. whether the customer is still using the assigned supplier. If so, they can provide an update and leave it in progress. If not, the instruction can be cancelled and a new referral created if required.
Aged Instructions
Aged instructions are live instructions that MoveIT cannot confirm are still in progress, and that haven’t been updated recently. The definition of “aged” varies by product:
| Product | Aged when… | And not updated in… |
|---|---|---|
| Conveyancing | Instruction is older than 16 weeks | 4 weeks |
| Property Services | Instruction is older than 2 weeks | 2 weeks |
| Surveys | Instruction is older than 2 weeks | 2 weeks |
| Financial Services (CRM-linked) | More than 16 weeks since the linked sale or purchase completed | 4 weeks |
| Financial Services (unlinked) | Instruction is older than 16 weeks | 4 weeks |
MoveIT checks instructions against these thresholds daily. For conveyancing, property services, and surveys, an instruction can only be determined to be in progress if it is linked to an active record in the CRM — without that link, MoveIT cannot confirm it’s still live. For Financial Services, both linked and unlinked instructions are assessed, with linked instructions using the property completion date as the starting point.
What happens when an instruction becomes aged:
- It appears in the Aged tab in the Task Manager for both the agency and the relevant supplier.
- Weekly: Suppliers receive an email report listing their currently aged instructions, asking them to either complete the instruction, provide an update, or request cancellation. Agents also receive a weekly report listing aged instructions associated with their referrals.
- Monthly (1st of each month): Any aged instructions that still have not been updated are automatically completed and added to the supplier’s next invoice. These will be clearly highlighted on the invoice and can still be queried or cancelled afterwards.
Instruction Completed Early
If a supplier believes an instruction has been completed too early and is still in progress, they can use the Query Instruction action to raise this with the agency.
The agency is notified and can view the query in the Task Manager. They can then confirm the instruction is complete or return it to the live pipeline. If the instruction has already been remunerated, a credit is generated automatically.
NB: If no action is taken by the agency within 7 days, the instruction is automatically returned to the Live Pipeline and a credit is created if applicable.
Supplier No Longer Acting
If a supplier is no longer acting for a customer, they can request a cancellation.
The agency is notified and can view the request in the Task Manager. They can confirm the instruction as complete, cancel it, or — if it has already been remunerated — create a credit instead.
NB: If no action is taken by the agency within 7 days, the instruction is automatically cancelled or a credit is created if applicable.
Auto-Completions
In addition to the aged instruction process above, MoveIT can automatically complete certain instructions based on events detected in a connected CRM.
Specifically: when a property sale is marked as completed in the CRM, MoveIT will automatically complete any linked conveyancing and survey instructions. This includes:
- A sale instruction linked to that property
- A purchase instruction linked to a sale of the same property
Financial Services and Property Services instructions are not automatically completed based on CRM completion events.