I don’t think my score is correct, how can I resolve this?

If you feel that the outcome of any of your pre-flight or in-flight results is incorrect and needs to be amended then you can flag this for reconsideration directly through your dashboard.

Please note, that flagging a score will not guarantee a change to the result and that after a result has been flagged by any user it cannot be done so again by anyone else.

Please ensure you have fully understood the definition of the guideline before flagging a result.

 

Flagging a Result

  1. From the navigation bar, select the Creatives tab and locate the asset that you believe has been incorrectly scored.
    1. If you know the CreativeX Asset ID, you can use the filter to search for it directly or narrow down your search by selecting specific brands, markets, channels, and more.
  2. Click on the asset that you want to look into, and see more information about your creative within its scorecard.
  3. Click on the Flag icon.
    • This is located within the "Creative Details" section underneath the creative.

Updated

 

Don’t forget to read through the guideline’s definition as this will help you to understand the guideline in more detail. The scorecard includes a definition that can be viewed when rolling over the information icon at the end of a definition name.

 

Flagging a failed guideline 

  1. On the submission screen, select the guideline(s) that you want to flag by checking the box next to its name..
    • You can flag more than one guideline at a time.
  2. For each guideline, you must choose the option that suits your needs (one per guideline).
      1. Should Pass (meets criteria in definition)
      2. Should Fail (does not meet criteria in definition)
      3. Identical Creative Passed
      4. Identical Creative Failed

If choosing either option 3 or 4, you must provide a single valid CreativeX ID to support your request.

3. When you're ready, click the "Report Error" button in the top right.

Submitting

Once submitted, our team will review the result(s) based on your selections and you will receive an email with the results of your request within 24 hours during business days.

 

Why Can I No Longer Submit an Explanation when Flagging a failed guideline?

Until June 2023, users were able to add a written response to support their request. We’ve since moved to a set of pre-set options in order to speed up response times and streamline your experience with this feature.

We hope that making the submission phase quicker with these options will save you time from re-writing multiple messages for each request.

 

Additional Information & Reminders

  1. A single guideline can only be flagged once per asset per organization.
    • If a guideline has already been flagged by someone else, then you will not be able to select it again
  2. You can only flag a score for content that appeared in the CreativeX system within the last 6 months.
    • Any assets or posts from more than 6 months ago cannot be flagged.
    • This applies to both Pre-Flight and In-Flight.
  3. When providing an asset ID as evidence of a different score, you must use a different Asset ID from the one that you are challenging.
    • Identical IDs will appear as Invalid.
      • IDs are also marked as invalid if:
        • It does not belong to your organization,
        • If it’s incorrect and can’t be found.

Need more help?

Check out our other articles // support@creativex.com

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