1. Objective
This SOP defines how a Virtual Assistant (VA) handles the administrative closure of a listing that has expired without selling or been formally withdrawn by the seller — so all records are updated, the property is correctly reflected in the MLS, marketing is paused or deactivated, and the relationship with the seller is appropriately managed going forward.
An expired or withdrawn listing is a disappointing outcome, but how the VA handles the administrative aftermath matters. A listing that expired while the showing platform still shows it as active, or a listing where the Just Listed social posts are still running ads, creates confusion and wastes the agent's money. More importantly, an expired listing seller who was handled professionally — not just abandoned at expiration — is a potential re-listing or referral in the future. The VA handles the administrative closure cleanly and sets the agent up for the relationship to continue.
The standard: When a listing expires or is withdrawn, all marketing is paused, the MLS is updated, and the seller's record is correctly staged in the CRM the same day.
Where this SOP starts: The agent notifies the VA that a listing has expired or is being withdrawn.
Where this SOP ends: All records are updated, marketing is stopped, and the CRM reflects the current relationship status.Success looks like: The MLS shows the correct status, no marketing is running for a property that is off-market, and the seller's CRM record is updated with a clear path for future contact.
2. Your Role & Boundaries
2a. What you handle independently
- Confirming the MLS status reflects the correct off-market status (Expired or Withdrawn)
- Pausing or deactivating all active marketing (paid ads, social scheduled posts)
- Deactivating the showing platform entry
- Updating the TC dashboard and listing file
- Updating the seller's CRM record with the appropriate stage and notes
- Archiving all listing assets per Digital Asset Library Management
2b. What requires agent approval before acting
- The decision to withdraw — the seller and agent agree to the withdrawal; the VA does not initiate any communication with the seller about withdrawal or expiration
- Any communication to the seller about next steps — the agent handles the seller conversation
- Whether to relist: the agent decides; the VA executes per Listing Coordination Master if relisting proceeds
- Any cancellation of print marketing that is already in production — confirm with agent before cancelling paid orders
2c. What you never do
- You never negotiate on the agent's behalf under any circumstances.
- You never provide pricing, legal, or strategic opinions to any party.
- You never sign or initial any document on behalf of the agent, client, or any party.
- You never communicate directly with the other party's client.
- You never advise the seller on what went wrong or what they should do next.
- You never contact the seller about the expired or withdrawn listing without the agent's instruction.
- You never delete listing assets or photos upon expiration or withdrawal — archive, do not delete.
On seller communication: An expired or withdrawn listing is a sensitive relationship moment. The agent manages this conversation. The VA does not reach out to the seller to explain, apologize, or discuss next steps. The VA's job is the administrative cleanup — the relationship is the agent's.
3. Schedule & Trigger
Trigger — Expiration: The listing's MLS expiration date passes without a sale and the listing has not been extended. The MLS will typically update the status to "Expired" automatically. The VA should monitor the active listing log for listings reaching their expiration date.
Trigger — Withdrawal: The agent informs the VA that the seller has decided to withdraw the listing before expiration.
4. MLS Status Verification
Expired Listing
When a listing reaches its expiration date:
1. Verify the MLS has automatically updated the status to "Expired"
2. If the status has not automatically updated (some MLS systems require manual update): update the status to Expired immediately
3. Take a screenshot confirming the Expired status and date
Withdrawn Listing
When the agent instructs a withdrawal:
1. Confirm the correct withdrawal form has been signed (some MLSs and brokerages require a written seller authorization to withdraw — confirm during onboarding)
2. Update the MLS status to "Withdrawn" only after the required authorization is confirmed
3. Take a screenshot confirming the Withdrawn status and date
MLS status options — confirm which the agent's MLS uses:
| Status | When Used |
|---|---|
| Expired | Listing term ended without a sale — no active agreement |
| Withdrawn | Seller chose to remove the listing before expiration — agreement still technically in effect or formally terminated depending on state |
| Cancelled | Full cancellation of listing agreement — confirm state-specific meaning |
Confirm with the agent which status applies in each situation.
5. Marketing Deactivation
The day the listing expires or is withdrawn, deactivate all active marketing:
Paid Ads (Meta, Google)
- Log in to Ads Manager
- Pause or deactivate all active ad campaigns for this property
- Confirm paused status — ads should no longer be spending
- Note the total spend and performance metrics before pausing (for agent's records)
Social Media — Scheduled Posts
- Check the social media scheduling platform for any posts scheduled for this property that have not yet been published
- Delete or unschedule them
- If a post was published within the past 7 days and the property is no longer on the market, flag to agent: "The [Date] Just Listed post for [Address] is still showing on [platform]. Would you like me to remove it?"
Email Campaigns
- If an email campaign featuring this listing is scheduled, pause or deactivate before it sends
- If a campaign has already been sent, no action needed (it cannot be recalled)
Print Materials
- If flyers or mailers are in active distribution (available at showing appointments, in a flyer box), note for the agent that physical materials may still be in circulation
- If any print order is in production and has not yet been fulfilled, confirm with agent whether to cancel before proceeding with cancellation
6. Showing Platform Deactivation
Per Showing Platform Setup & Management: deactivate the listing in the showing platform. No new showings should be schedulable after the listing expires or is withdrawn.
Confirm the lockbox status with the agent — has the lockbox been retrieved?
7. Seller CRM Update
After administrative closure is complete, update the seller's CRM record:
Stage update:
- If listing expired and seller may relist: move to "Long-Term Nurture" (not Past Client — they did not complete a sale)
- If listing withdrawn for personal reasons (moving plans changed, family situation): move to "Long-Term Nurture"
- If seller is relisting immediately with the agent: the agent handles the relist conversation; status stays active pending the new listing agreement
Notes to add:
[Date] — Listing at [Address] expired / withdrawn on [Date]. [Brief reason if known —
"seller decided to stay," "price was not adjusted in time," "seller's plans changed."]
Next contact: per agent instruction.
Tag update: Remove any active listing-specific tags. Add: "Past Seller Lead" if they had a listing relationship with the agent.
8. Listing File Archiving
Per Digital Asset Library Management:
1. Move the listing's asset folder from Listings / Active / [Address] to Listings / Archive / [Year] / [Address]
2. Add a note to the folder: "Expired [Date]" or "Withdrawn [Date]"
3. Do not delete any assets — photos, flyers, social graphics, and MLS content are retained
9. TC Dashboard and File Update
- Update the TC dashboard to reflect the listing's closure (Expired or Withdrawn with the date)
- Ensure the listing is moved to the correct inactive status
- File any withdrawal form or documentation in the listing file:
[Address] / Listing Documents / Withdrawal-Form-[Date].pdf
10. Agent Summary
After all steps are complete, send a brief summary to the agent:
Administrative closure complete for [Address].
- MLS status: [Expired / Withdrawn] as of [Date] — screenshot attached
- Paid ads: paused
- Scheduled social posts: cleared
- Showing platform: deactivated
- CRM: seller moved to Long-Term Nurture / [other status per instruction]
- Listing assets: archived
Anything else needed for this file?
[VA Name]
11. Relisting Consideration
If the agent expects to relist the property — either immediately after a brief withdrawal or after a strategy reset — flag the original listing date and days on market to the agent. In most MLSs, a relisted property starts a new listing with new days on market, but the timing and MLS rules vary. The agent handles the strategy conversation with the seller; the VA executes the new listing per Listing Coordination Master when instructed.
12. Checklist
Per Expired or Withdrawn Listing
- ☐ MLS status confirmed: Expired or Withdrawn — screenshot taken
- ☐ Paid ads paused
- ☐ Scheduled social posts cleared
- ☐ Email campaigns paused (if any pending)
- ☐ Showing platform deactivated
- ☐ Lockbox status confirmed with agent
- ☐ Seller CRM record updated: stage and notes
- ☐ Listing assets archived in Archive folder
- ☐ TC dashboard updated
- ☐ Withdrawal form filed (if applicable)
- ☐ Agent summary sent
13. Escalation Protocol
Escalate to the agent immediately in any of these situations:
- The listing expiration date passes without a formal withdrawal instruction and the MLS has not automatically updated — the VA should verify MLS status but not change it without the agent's instruction
- Any paid ad is still running and the agent is unreachable — pause the ad if the listing is confirmed expired or withdrawn, then notify the agent
- The seller contacts the VA directly after expiration or withdrawal — do not respond; route to agent immediately
- The agent instructs a withdrawal but no seller authorization form is on file — do not update the MLS status until the required authorization is confirmed
- Any listing asset cannot be located for archiving (photos, marketing materials, signed documents) — flag before closing the file
Hi [Agent Name] — issue with the administrative closure of [Address].
Issue: [Description — MLS not auto-updated / seller contact received / seller authorization missing / asset missing]
Current MLS status: [As it currently shows]
Needed: [Confirm status change / provide seller authorization / locate asset / other instruction]
[VA Name]
If the agent is unreachable: Do not update the MLS status without authorization. Pause any active paid ads immediately if the listing is confirmed expired or withdrawn — ad spend on an off-market property is the one proactive exception. Log all actions and timestamps. Do not respond to any seller communication.
14. Tools & Access
| Item | Details |
|---|---|
| MLS | For status update — confirm VA access level during onboarding |
| Ads Manager | Meta / Google — for paid ad pause |
| Social media scheduler | For scheduled post removal |
| Showing platform | Per Showing Platform Setup & Management |
| TC dashboard | For listing closure update |
| CRM | For seller record update |
| Google Drive | For asset archiving per Digital Asset Library Management |