RERA-ready sales records: what a developer’s CRM should keep

A note before you read

This guide is general information for running an organised sales office. It is not legal advice. RERA rules, formats and timelines are set by each state’s authority and change over time – confirm your obligations with your state’s RERA rules and your legal adviser.

Why records matter more than they used to

Regulation has made what a developer or agent promises, and when, a matter of record. When a buyer disputes a price, an area, a possession date or a payment, the side with clear, dated records is in a far stronger position. Keeping them is much easier at the time than reconstructing them later.

Project information

Keep the facts about each project in one place, so every salesperson quotes the same thing.

• The project’s registration number and validity, shown wherever the project is presented.
• Approved plans, approvals and their dates as documents on the project.
• Unit details exactly as approved: carpet area, configuration, floor.
• The current price sheet, with a record of when it changed.

What was said to the buyer

Disputes often begin with “I was told…”. A timeline of every call, message, site visit and document shared with a buyer, with the name of the person and the date, answers that question. Send brochures and cost sheets from the system rather than from personal phones so there is a record of the exact version the buyer received.

Bookings and money

For each unit sold, you should be able to produce the full story on one screen.

• Who booked, which unit, at what price and on what date.
• The payment schedule agreed.
• Each demand raised and each receipt, with mode and reference.
• Any cancellation, with the reason and what was refunded.

Agents and channel partners

Keep each partner’s registration details and documents on file, and record which partner introduced which buyer from the first contact. It settles commission questions and shows who represented your project to the customer.

Personal data

Buyers’ identity documents and contact details are personal data. Limit who can see them, record consent for marketing messages, honour opt-outs and keep an audit trail of who accessed or exported data. India’s data-protection law makes these habits a requirement, not just good practice.