1. Objective
This SOP defines how a Virtual Assistant (VA) prepares a repair request addendum, manages the submission and response cycle with the listing agent, documents all versions through negotiation, and files the final repair agreement — so the outcome of the inspection negotiation is clearly documented, properly signed, and ready to enforce at the pre-closing walkthrough.
The repair request is a legal document that becomes part of the transaction record. Every request the agent wants made must be accurately stated. Every response received must be logged. Every agreed term must be in a signed addendum — a verbal "they'll take care of it" is not enforceable at closing.
Where this SOP starts: The agent reviews the inspection report (from Inspection Scheduling & Report Management) and decides to submit a repair request.
Where this SOP ends: A final repair agreement is executed and signed by all parties, filed in the transaction record, and flagged for pre-closing verification.Success looks like: The final repair addendum is signed, in the file, and cross-referenced in the pre-closing checklist — so no agreed repair is missed at the walkthrough.
2. Your Role & Boundaries
2a. What you handle independently
- Preparing the repair request addendum with exactly what the agent has specified
- Submitting the completed, agent-approved addendum to the listing agent
- Tracking the seller's response deadline
- Logging every version of the request and response
- Preparing counter-response forms at the agent's direction
- Preparing the final repair agreement addendum once terms are agreed
- Confirming all party signatures on the final agreement
- Filing all documents to the inspection folder in the transaction file
- Adding agreed repair verification to the pre-closing checklist
2b. What requires agent approval before acting
- Every item in the repair request — the VA never decides what to request
- Any response to the seller's counter — the agent directs every counter decision
- Any communication with the listing agent about repairs beyond standard document submission and tracking
- The decision to accept a seller counter, reject it, or cancel the contract
- Any decision to proceed without a repair agreement (accept the property as-is)
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 recommend what repairs to request or what credit amount is appropriate — those are agent and buyer decisions.
- You never communicate with the listing agent about the specific findings or severity of inspection items beyond what is written in the formal repair request.
- You never close out the repair request process without a signed addendum or a documented agent decision to proceed without repairs.
- You never assume verbal agreement from the listing agent constitutes an executed repair agreement — all agreed terms must be in writing and signed.
When in doubt: Stop, document exactly where the negotiation stands, and route to the agent. A repair negotiation that is unclear is a closing dispute waiting to happen.
3. Schedule & Trigger
Trigger: Agent reviews the inspection report from Inspection Scheduling & Report Management and instructs the VA to prepare a repair request. This typically happens within 1–3 days of receiving the report, well before the inspection contingency deadline.
Time-sensitive: The repair request must be submitted with enough time remaining in the contingency period for the seller to respond and for the parties to reach agreement — or for the buyer to cancel if they choose. A repair request submitted the day before the contingency deadline leaves no room to maneuver.
Sequence context: This SOP runs after Inspection Scheduling & Report Management. If repairs are agreed, it feeds into Contingency Removal when the contingency is formally removed following the repair agreement. If the buyer cancels instead of pursuing repairs, the cancellation process runs instead.
4. Preparing the Repair Request Addendum
What the VA needs from the agent before starting:
- Specific list of items to request — exact description of each repair
- Whether the request is for the seller to complete specific repairs, provide a credit at closing, or a combination
- If requesting a credit: the specific dollar amount
- The deadline for the seller's response (typically 3–5 days, or as specified in the original contract)
Do not begin drafting until the agent has provided this list. A blank "see inspection report" is not an acceptable repair request.
Preparing the form:
- Use the state-appropriate repair request or addendum form — confirm which form the agent uses during onboarding
- Enter each requested item exactly as the agent has specified — no paraphrasing, no additions
- For repairs: describe the issue and the requested resolution specifically (e.g., "Repair leaking kitchen faucet" not "Fix plumbing issues")
- For credits: state the exact dollar amount (e.g., "Seller to provide a credit of $2,500 at closing in lieu of repairs")
Review before sending:
- Send the drafted addendum to the agent for review before submission
- Do not submit without the agent's explicit approval
5. Submission
After agent approval:
Send to listing agent via their preferred delivery method (email is the standard — use the same channel established in the offer submission process):
Subject: Repair Request — [Property Address] — [Buyer Last Name]
Hi [Listing Agent First Name],
Please find attached the buyer's repair request addendum for [Property Address]. We request a response by [seller response deadline].
[VA Name]
[VA phone/email]
on behalf of [Agent Name], [Brokerage Name]
Log the submission:
- Date and time sent
- Method of delivery
- Listing agent contact used
- Seller response deadline noted in transaction timeline
6. Tracking the Seller Response
Add the seller's response deadline to the transaction timeline with a day-before reminder.
If no response by the deadline:
Notify the agent immediately — do not wait for the agent to notice:
Hi [Agent Name] — the seller's response deadline for the repair request for [Address] was [deadline]. No response received. Please advise on how to proceed.
[VA Name]
7. Seller Response Management
Acceptance:
The seller accepts all requested repairs/credits as submitted.
- Prepare a final repair agreement addendum confirming the agreed terms
- Route for signatures per the agent's e-signature process
- Save the executed addendum to the transaction file
Counter:
The seller counters — accepts some items, rejects others, or offers a different credit amount.
- Save the seller's counter (label: Repair_Counter_Seller_v1)
- Notify the agent immediately:
Hi [Agent Name] — seller's repair response received for [Address]. Counter received — document saved (Repair_Counter_Seller_v1).
Seller is offering: [brief factual summary of what they're agreeing to and declining]
Awaiting your instruction on how to respond.
[VA Name]
- Do not respond to the listing agent until the agent provides direction
Rejection:
The seller declines all or a substantial portion of the request.
- Notify the agent immediately
- Do not communicate the rejection to the buyer — the agent delivers this news
- Await agent direction: proceed as-is, re-negotiate, or cancel
8. Counter-Response Process
When the agent instructs a counter-response:
1. Prepare a counter addendum with the revised terms the agent specifies
2. Label: Repair_Counter_Buyer_v2
3. Send to agent for approval before submitting
4. Submit only after agent approval
Version control rule: Every version of every repair document is saved and labeled. Never overwrite a prior version.
9. Final Repair Agreement
Once parties reach agreement:
Prepare the final repair agreement addendum with all agreed terms in clear, specific language:
- If repairs: list each repair item and the responsible party (seller completes before closing)
- If credit: state the exact dollar amount and that it is applied at closing
- Closing deadline for any seller-completed repairs
Route for signatures:
- Send to all parties via the agent's e-signature platform
- Confirm all parties have signed before filing as complete
- Save the executed addendum:
[Address] - Repair Agreement - Final - [Date Executed]
File location: Transaction file → Inspection folder
10. Pre-Closing Verification Flag
After the final repair agreement is executed, add a verification item to the pre-closing checklist:
Verify all agreed repairs completed and credited before closing walkthrough — per Repair Agreement dated [date].
List each agreed repair or credit item specifically so nothing is missed at the final walkthrough. Seller-completed repairs should be verified during the buyer's walkthrough. Credits are verified on the closing disclosure.
11. Checklist
Preparation
- ☐ Agent's repair request list received — items confirmed and specific
- ☐ Repair request addendum prepared using correct form
- ☐ Addendum sent to agent for review and approval
- ☐ Agent approval received before submission
Submission
- ☐ Repair request submitted to listing agent
- ☐ Submission logged (date, method, response deadline)
- ☐ Response deadline added to transaction timeline with reminder
Response Management
- ☐ Seller response received — agent notified immediately
- ☐ If accepted: final agreement prepared and routed for signatures
- ☐ If counter: counter saved, agent notified, awaiting instruction
- ☐ If rejected: agent notified, awaiting direction
Counter (if applicable)
- ☐ Counter-response prepared per agent instruction
- ☐ Version control maintained — all prior versions saved
- ☐ Agent approval received before submitting counter
Final Agreement
- ☐ Final repair agreement prepared with all agreed terms
- ☐ All party signatures confirmed
- ☐ Executed agreement filed to Inspection folder in transaction file
- ☐ Pre-closing walkthrough checklist updated with repair verification item
12. Escalation Protocol
Escalate to the agent immediately in any of these situations:
- The seller's response deadline on the repair request is within 2 hours and the agent has not reviewed the counter-offer summary
- The seller's response rejects all repair requests and proposes an alternative (credit vs. repairs) that requires the agent to advise the buyer — do not communicate this to the buyer
- The repair request addendum contains a dollar amount or scope that the agent has not yet confirmed with the buyer before submission
- The inspection deadline window is within 24 hours and no repair request decision has been made — flag to agent
- A signed repair agreement is received but one party's signature is missing or appears incorrect — hold filing and flag immediately
Hi [Agent Name] — repair request issue on [Address] needs your immediate attention.
Issue: [Deadline approaching / seller counter / unsigned agreement / buyer decision needed]
Current status: [What has been submitted / what has been received / what is pending]
Deadline: [Date and time]
Needed: [Your decision / advise buyer / confirm figures / verify signature]
[VA Name]
If the agent is unreachable: Hold any submission or filing that requires agent or buyer approval. Do not respond to the listing agent on repair terms. Attempt the agent's secondary urgent contact channel if a deadline is within 2 hours. Document the hold reason and all timestamps.
13. Tools & Access
| Item | Details |
|---|---|
| Repair request / addendum form | [Confirm state-specific form and source during onboarding] |
| E-signature platform | [DocuSign / Dotloop / Authentisign — for routing final agreement] |
| Listing agent contact | [From MLS listing / executed contract — confirm email] |
| Transaction file | [Google Drive → Inspection folder] |
| Pre-closing checklist | [From Settlement Statement Review Protocol — confirm location during onboarding] |
| Agent's preferred notification channel | [For seller response updates — confirm at onboarding] |