AdRoll

To Whom It May Concern, Apologies for the delayed replyIt appears that your first notice got stuck in our spam folder Thank you for escalating this complaintWe care about our customers’ experiences with AdRoll and hope we can amicably resolve this dispute We had been actively communicating with [redacted] regarding her account and had processed a significant refund in FebruaryWe followed up with Ms [redacted] in March, but never received a response, so we were surprised to discover Ms [redacted] filed a complaint with the Revdex.com Below is a high level summary addressing the situation from our perspective: Background on AdRoll and Retargeting AdRoll is an online leading performance marketing platform with over 35,customers worldwideOur core product, retargeting, helps convert online window-shoppers into buyersAdRoll keeps track of visitors to a website with a “cookie” and we display that advertiser’s ads to those visitors as they browse other sites online to remind them to go back to the original advertiser’s site to complete their purchaseAdRoll shows ads by purchasing ad inventory through exchanges and inventory sources like Google, Facebook, and AppNexus, which have the direct relationships with publishers (or websites which show ads to their visitors)We charge our advertisers based on the number of ads we display online Conversions “Conversions” can mean different things to different customersFor some AdRoll advertisers, it may mean a visitor completed a purchase on their websiteFor other AdRoll advertisers, it may mean a visitor interacted with their website in some way, such as downloading an article or an app In general, understanding and attributing marketing return on investment (or “ROI”) varies by marketing solution and is a heavily debated topic within the ad tech industryReporting on the conversions driven by AdRoll advertising oftentimes causes confusion for some of our smaller advertisersWe’re transparent in stating our platform tracks and attributes conversions differently than other e-commerce/advertising solutions and provide a variety of documentation on our [redacted] ) Specifically Ms [redacted] claim that all of the customers who purchased were existing customers would be in line with a retargeting advertising product In retargeting, we specifically show ads to internet users who have already been to the customer’s websiteThe purpose of the ads is to remind the user to go back to the website to complete their activity, such as completing a purchaseThese users may not click through the ad, but may be reminded by seeing the ad to go back to the website This is explained in the Help Center article above Ads There were several back and forths with Ms [redacted] regarding creative submissions and refresh requestsDuring that same time we experienced a minor sync delay on Facebook’s side that prevented a subset of ads from servingWe did not charge Ms [redacted] for impressions that had not been served Guaranteed Performance AdRoll does not guarantee performance as we clearly state in Section of our Terms of Service Refund Ms [redacted] was running on our pre-paid billing systemPre-paid billing requires a balance within the account in order for AdRoll to bid on impressions and serve ads on behalf of the advertisersWe had given the advertiser $credit to help them get up and runningA brief summary of the advertiser’s billing history can be found below: December 13th: Advertiser began to launch campaigns$credit was applied to their account January 29th: Advertiser emailed sales rep to complete campaignsof campaigns were completed February 1st: Advertiser received final invoice for impressions served prior to completing campaigns February 14th: Advertiser contacted Customer Delight inquiring about charges after campaigns were completedWe identified one of the campaigns had not been completed resulting in overspend chargesWe processed a refund for the overspend January and February 14th when all campaigns were completedReviewing our records, we actually ended up over-refunding the advertiser almost $ March 4th: After several follow up emails, we sent one final recap to Ms [redacted] Ms [redacted] never replied and we thought the issue was closed As mentioned above, we care about our customers’ experiences with AdRoll and hope we can amicably resolve this disputePlease let us know if you have any follow up questions or would like to discuss further Regards, AdRoll

Complaint: [redacted] I am rejecting this response because: The company has not tried reaching out to me as they have claimed, I was actually the one who emailed them last with no responseThe only thing they have tried to "reach out about" would be spamming my email trying to get me to "re-join" their programSo that's simply falseI will be happy when I get a complete refund from the scam services I also started off at $50, not $so that is also incorrect Sincerely, [redacted]

To Whom It May Concern,
Apologies for the delayed reply. It appears that your first notice got stuck in our spam folder.
Thank you for escalating this complaint. We care about our customers’ experiences with AdRoll and hope we can amicably resolve this dispute.
We had been actively...

communicating with [redacted] regarding her account and had processed a significant refund in February. We followed up with Ms. [redacted] in March, but never received a response, so we were surprised to discover Ms. [redacted] filed a complaint with the Revdex.com.
Below is a high level summary addressing the situation from our perspective:
Background on AdRoll and Retargeting
AdRoll is an online leading performance marketing platform with over 35,000 customers worldwide. Our core product, retargeting, helps convert online window-shoppers into buyers. AdRoll keeps track of visitors to a website with a “cookie” and we display that advertiser’s ads to those visitors as they browse other sites online to remind them to go back to the original advertiser’s site to complete their purchase. AdRoll shows ads by purchasing ad inventory through exchanges and inventory sources like Google, Facebook, and AppNexus, which have the direct relationships with publishers (or websites which show ads to their visitors). We charge our advertisers based on the number of ads we display online.
Conversions
“Conversions” can mean different things to different customers. For some AdRoll advertisers, it may mean a visitor completed a purchase on their website. For other AdRoll advertisers, it may mean a visitor interacted with their website in some way, such as downloading an article or an app.  In general, understanding and attributing marketing return on investment (or “ROI”) varies by marketing solution and is a heavily debated topic within the ad tech industry. Reporting on the conversions driven by AdRoll advertising oftentimes causes confusion for some of our smaller advertisers. We’re transparent in stating our platform tracks and attributes conversions differently than other e-commerce/advertising solutions and provide a variety of documentation on our [redacted]).
Specifically Ms. [redacted] claim that all of the customers who purchased were existing customers would be in line with a retargeting advertising product.  In retargeting, we specifically show ads to internet users who have already been to the customer’s website. The purpose of the ads is to remind the user to go back to the website to complete their activity, such as completing a purchase. These users may not click through the ad, but may be reminded by seeing the ad to go back to the website.  This is explained in the Help Center article above.
Ads
There were several back and forths with Ms. [redacted] regarding creative submissions and refresh requests. During that same time we experienced a minor sync delay on Facebook’s side that prevented a subset of ads from serving. We did not charge Ms. [redacted] for impressions that had not been served.
Guaranteed Performance
AdRoll does not guarantee performance as we clearly state in Section 8.4 of our Terms of Service.
Refund
Ms. [redacted] was running on our pre-paid billing system. Pre-paid billing requires a balance within the account in order for AdRoll to bid on impressions and serve ads on behalf of the advertisers. We had given the advertiser $150 credit to help them get up and running. A brief summary of the advertiser’s billing history can be found below:
December 13th: Advertiser began to launch campaigns. $150 credit was applied to their account.
January 29th: Advertiser emailed sales rep to complete campaigns. 4 of 5 campaigns were completed.
February 1st: Advertiser received final invoice for impressions served prior to completing campaigns.
February 14th: Advertiser contacted Customer Delight inquiring about charges after campaigns were completed. We identified one of the campaigns had not been completed resulting in overspend charges. We processed a refund for the overspend  January 30 and February 14th when all campaigns were completed. Reviewing our records, we actually ended up over-refunding the advertiser almost $250.
March 4th: After several follow up emails, we sent one final recap to Ms. [redacted]. Ms. [redacted] never replied and we thought the issue was closed.
As mentioned above, we care about our customers’ experiences with AdRoll and hope we can amicably resolve this dispute. Please let us know if you have any follow up questions or would like to discuss further.
Regards,
AdRoll

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
The company has not tried reaching out to me as they have claimed, I was actually the one who emailed them last with no response. The only thing they have tried to "reach out about" would be spamming my email trying to get me to "re-join" their program. So that's simply false. I will be happy when I get a complete refund from the scam services. 
 
I also started off at $50, not $150 so that is also incorrect. 
Sincerely,[redacted]

To Whom It May Concern,
Thank you for escalating the customer’s response. We’ve addressed the claims below:
Email Correspondence Clarification:
The attachment provided by the customer depicts a screenshot of the emails the client had received from AdRoll. For context, we leverage Zendesk as our ticketing system for all customer support related inquiries. Zendesk Tickets document the email correspondence that takes place between the customer and our Customer Delight team (our support team here at AdRoll). We have attached a  screenshot of one of several of the client’s  customer service tickets which corresponds to the date of the email in the screenshot provided to the Revdex.com by the client  (Ticket #[redacted]). The screenshot of Ticket #[redacted] indicates the last email was sent from a senior member of AdRoll’s Customer Delight team to the client on February 21st. We did not receive a response from the customer to this email.
In addition to Ticket #[redacted], more recently (on February 24th), the customer engaged with a Customer Delight representative via our Live Chat tool. An additional ticket was created from this chat transcript (Zendesk Ticket #[redacted], also attached). As seen in the screenshot of Ticket #[redacted], the most recent correspondence with the client was from a senior member of our Customer Delight team on March 3rd. We did not receive a response from the customer to this email either. We have no additional documentation of the customer reaching out to AdRoll.  
With respect to marketing emails, which are the other emails from AdRoll in the customer’s screenshot, our marketing emails have an unsubscribe link located at the bottom enabling customers to unsubscribe at any time. As reassurance, we’ve taken additional steps to place the customer on a “Do Not Contact” list to refrain from sending AdRoll marketing emails in the future.
AdRoll Credit Email Clarification:
With respect to the $50 PayPal screenshot, there is no date pictured or indication of any other transactions between the customer and AdRoll which makes it difficult to determine what this screenshot references. From our records, the customer received a $100 promotion credit that was applied to the invoice for media spend between 12/12/2016-12/18/2016. An additional $50 credit was applied to the invoice for media spend between 1/2/2017 and 1/8/2017. Copies of both invoices are attached to this email.
As mentioned in our previous response, we care about our customers’ experiences with AdRoll. In an effort to amicably resolve this dispute, we’re willing to provide an additional $250 refund which would bring  Please let us know if you have any follow up questions or would like to discuss further.
Regards,
AdRoll

To Whom It May Concern, I've been working on resolving complaint #[redacted]. We've come to a resolution with the customer and have offered to provide her with a $250 refund. We'd like to send a follow up message to Ms. [redacted] to confirm we are moving forward with the refund and that the payment method on file is still valid. Is it feasible to have the Revdex.com send the response provided below to Ms.[redacted]? Message To [redacted] Hello [redacted], Per the resolved complaint filed with the Revdex.com, AdRoll would like to move forward with processing your $250 refund. The $250 will be refunded to the credit card AdRoll has on file. Before we move forward with processing, can you confirm the Mastercard ending in [redacted] is still a valid payment method? Please reach out to [redacted] to confirm and copy [redacted] on the email. Thanks, AdRoll Please feel free to let me know if you have any questions. Thanks, -- [redacted] Legal Operations Project Manager | www.adroll.com