AdRoll Marketing & Advertising

Hi there, I am Rohini from AdRoll's Customer Support Team. Firstly, I'd like to thank you for sharing your experience with us. I'm genuinely sorry to hear that it wasn't a positive one, and I regret any inconvenience it may have caused. After reviewing your account, I can confirm that the recent activity isn't an actual charge, but our automated system attempted to authorize the default payment card for the approval of the campaign. I want to clarify that this is a standard authorization process to validate the payment card's validity. The authorization covers the total daily budget for all campaigns multiplied by seven days. You can learn more about it here https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization Also, I understand that your daily budget is set at $5 for both campaigns, and I apologize for any disruption caused by the higher authorization which was triggered by an increase in the daily budget. The authorization typically occurs once a day for five consecutive days to approve the campaign and allow ample time for clients to address any issues with the payment card. I want to assure you that there won't be any additional authorizations triggered. Once again, I apologize for any frustration this may have caused, and I appreciate your understanding as we always work to improve our processes. I'd love to follow up with you personally via email to provide a detailed explanation and address any questions you might have. Please keep an eye on your inbox for my follow-up email, and feel free to revert to it at your convenience. I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for. Your satisfaction is our top priority, and we are committed to making things right for you. Thanks, Rohini

Hi Ben, I'm Tatiana, and I wanted to reach out and personally thank you for sharing your thoughts with us. Your patience and understanding mean a lot as we navigate through the challenges you've faced. After going through your valuable feedback, I took a closer look at our previous conversations. I noticed that you were connected with agents outside your time zone, and I totally get how that could be a bit tricky. Our Support runs around the clock, and sometimes shifts change, causing a hiccup in the assistance continuity. I'm sorry for any inconvenience this might have caused. Your insights on the Facebook connection matter didn't go unnoticed. The Engineering team has already shared some insights and steps to troubleshoot. It appears the disconnection happened on Facebook's end. I understand that this situation may have been frustrating, and I genuinely apologize with any inconvenience it may have caused. Turning your experience around is my top priority. I've dropped you an email, and I'm hopeful you'll give us a chance to make things right for you. Feel free to hit reply on the email thread with a title ''Tatiana from AdRoll'', and let me know if there's an opportunity for us to enhance your experience. Your satisfaction is crucial to us. Best, Tatiana

Hi Ryan, thank you for bringing your concerns to our attention; it means a lot that you're keeping us informed. I'm genuinely sorry to hear that we didn't quite meet your expectations, but I'm here to make things right for you. We recommend checking the spam or junk folder for the reset emails. Should you encounter any difficulties, we are prepared to assist you with additional troubleshooting steps. Just let us know. Your dedication to launching the campaign is genuinely appreciated, especially considering the significant effort you've invested in creating a new profile from scratch. It is important to note that the Pixel may require a brief disconnection from the old profile and subsequent reconnection to the new one. This may explain the "Pixel Connection Lost" notification you observed, and ideally, a swift disconnection from the old profile should facilitate a seamless reconnection. Additionally, the temporary suspension of ads was a result of adult content on your website. Once this matter was addressed, our Policy team approved the campaign. Please understand that we must adhere to the policies set by our partnered ad networks, these are crucial steps we have to follow. Rest assured, I am at your disposal to address any further issues or concerns you may have. I have sent an email and await your response. Rest assured, we can collaboratively work towards a resolution that satisfies both parties. Once again, I appreciate your efforts and understating; our sincere apologies for any inconvenience these issues may have caused. Looking forward to hearing from you. Warmest regards, Tatiana

Hello there, Thank you for taking the time to share your experience with AdRoll. I truly empathize with the frustration and disappointment you must be feeling. I sincerely apologize for any confusion and inconvenience caused. I definitely understand that knowing unexpected charges can be unsettling, and I'm here to clarify the situation. Please know that the 'Marketing & Ads Plus' Free Trial has key benefits such as sending unlimited emails, connecting social ad accounts & managing them, and providing ad credits as well which can be applied to the web ad campaign spend. However, it doesn't cover the ad campaign spend and this information has been displayed on our pricing page here: https://www.adroll.com/pricing-build. Here's the screenshot: https://www.screencast.com/t/wvBMAoif We charge for the campaign spend based on the assigned budget from your end while launching a campaign. I also want to assure you that our intention is not to mislead or engage in any deceptive practices. I genuinely regret that you felt this way, but we always strive our best to enhance our customer service experience. With that said, I have sent an email regarding the charges to follow up in detail, please take a moment to check your inbox whenever you have time. I hope for the opportunity to regain your trust and demonstrate the quality of service that we are known for. Thank you, Rohini

Update: 02.11.2023 Hi there! Thanks for getting back to me. I totally understand your situation, and I'm ready to help you out with all the details. I can provide screenshots and video recordings to make everything crystal clear for you. Just to clarify, I'm eligible to share the necessary information (your private details from your profile), but I kindly ask that you respond to my email for a smoother conversation. For now, let's talk about that £14 you mentioned. It's important to note that it wasn't a charge but actually an authorization. The authorization was triggered when you launched a campaign on 10/17/2023. You're on an automated post-paid billing plan, which means you'll be charged weekly for the impressions served by the campaign for the previous week. To ensure that your payment method can cover the weekly campaign budget and minimize any risk of issues, we run these authorizations. The funds are voided by AdRoll immediately, but your bank might hold them briefly if they suspect any unauthorized activity. You might want to check with your bank about this authorization that could still be pending. Payment Method Authorization https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization-#:~:text=The%20authorization%20amount%20equals%20the,within%20the%20last%2090%20days. The screenshot from the help center article: https://app.screencast.com/rJ70eKnYpk3RD So, my suggestion is to get in touch with your bank and clear this up. It'll help resolve the situation faster. Again, I kindly ask that you respond to my email titled "Shopify Review: Addressing Concerns," which I sent as Tatiana. Together, we can work on finding a solution that works for both parties. Collaboration is the key here, and I appreciate your cooperation. Looking forward to your email response. Warm regards, Tatiana _____ Hello there! Thank you for sharing such detailed feedback. I've taken a good look at your situation and I'm all set to provide insights on the concerns. It seems like some of requests could have gone smoother. But please understand that not all requests can be handled by our Customer Support team alone. We're here to give you a hand and guide you through the necessary steps. However, there are certain procedures that our team can't handle and needs your cooperation. Also, I've noticed that there haven't been any recent invoices paid, and the only one currently past due has led to the suspension of your profile due to non-payment. So, just to be clear, you haven't spent any money with us yet. I want you to know that I'm here to guide you through all the steps to ensure your experience with us is top-notch, that's why I've reached out via email. Wishing you a fantastic rest of the day, and I'm eagerly awaiting your response. Best regards, Tatiana

Hello, Thank you for sharing your experience with AdRoll. I'm sorry to hear that it hasn't met your expectations, and I want to assure you that I'm here to assist you in resolving any concerns you have. Upon reviewing your account, I noticed that no campaigns were created, and there were no social channels connected. Additionally, I could see that the charges were indeed related to your active subscription, which was promptly canceled on the same day you requested it. I've also sent you an email with all the details regarding the charges and concerns you have raised, as we take them seriously. I'm eagerly awaiting your response and am more than happy to address any questions you may have about what you believe could be unclear or hidden. Looking forward to hearing from you. Warm regards, Tatiana