When you review your campaign metrics and spot an evaluation that appears inaccurate, you need a quick way to request a second look. The platform allows you to dispute specific results directly from your dashboard to ensure your data remains perfectly accurate. Let's explore how to request a manual review.
Step 1: Locate the Asset
To request a manual review, first navigate to the Creatives tab on your main dashboard. Locate the specific asset that requires attention. If you know the exact CreativeX Asset ID, type it into the search filter to jump directly to the file.
Step 2: Initiate the Request
Click on the asset to open its scorecard and view the exact details. Before you proceed, roll your cursor over the information icon next to the rule name to read the specific definition. If you still believe the result is incorrect, click the Flag icon located within the Creative Details section.
Step 3: Provide Error Details
On the submission prompt, select the specific rules you want to dispute. You can select multiple rules at once. Next, choose one of four preset reasons to justify your request:
| Dispute Reason | Description |
|---|---|
| Should Pass | The asset clearly meets the criteria established in the definition. |
| Should Fail | The asset does not meet the criteria established in the definition. |
| Identical Creative Passed | Another exact version of this asset received a pass. You must provide the valid CreativeX ID for that passed asset. |
| Identical Creative Failed | Another exact version of this asset received a fail. You must provide the valid CreativeX ID for that failed asset. |
Note: We transitioned to these pre-set options to speed up response times and streamline your experience, so you no longer need to type a written explanation for every request!
Step 4: Submit the Dispute
Once you finalize your selections, click the Report Error button in the top right corner. Our team will review the request manually and dispatch an email with the final decision within 24 hours on business days. If our team overturns a Pre-Flight score, you can download an updated scorecard to replace the old one.
Troubleshooting
Did you encounter a roadblock with your dispute?
- Blocked Requests: If you cannot click the flag icon, someone else in your organization likely submitted a dispute for this exact asset already. The system permits only one dispute per asset. Additionally, the platform restricts disputes to content evaluated within the last six months.
- Invalid ID Error: If you select the identical creative option and receive an error, check your provided Asset ID. The ID must belong to your organization, it must exist in the system, and it cannot match the exact ID of the asset you currently want to dispute.
Please contact support@creativex.com if you have more questions.