AdRoll Marketing & Advertising

Hi there,

I am Rohini from the AdRoll Customer Support team.

Thank you for bringing your concerns to our attention. I'm genuinely sorry to learn that your experience was not as expected, and I apologize for any trouble it has caused. Please be assured that I am here to make it out for you.

To assist you further, I have reviewed the account and can confirm that there are no active plans at the moment. I want to assure you that we do not charge once the plan is canceled or the account is closed.

It seems there was a bit of misperception because it looks like the account was removed on Shopify, but was not closed from the AdRoll directly. Please know if the AdRoll +Shopify integration is removed, there will be an email sent from our end informing the active campaigns/plans will be paused/canceled within 24 hours as shown here: https://app.screencast.com/3LMKgdFDHZhDZ. And, our system will automatically downgrade the plan.

However, it looks like the invoice was generated while the integration removal status was not reflected as it would take a maximum of 24 hours to reflect the same on the AdRoll dashboard. Thus, an invoice was generated. Nevertheless, I want to assure you that there will be no charges from our end, and I will personally contact our Finance team to make sure everything is resolved.

I’d also like to follow up with you personally to address any concerns you might have. I want to make this right for you. I have sent you an email, so please reply at your convenience, and I will be happy to assist you further.

I am eager to regain your trust and showcase the excellence of our service. Your satisfaction is our top concern, and we are committed to addressing any issues.

Thanks,
Rohini

Hi Celeste, thank you for sharing your feedback with us. I am sorry to know our support did not meet your expectations. We've thoroughly reviewed every concern and every chat conversation with you. Here are our findings:

Regarding Dynamic Creatives: As the name suggests, Dynamic Banners showcase products from your website dynamically based on the customer's activity (Retargeting campaign) or the most popular products in the Brand Awareness campaign when the user has never visited your site before. The products shown in the Dashboard are just templates, and we also provide Demo Links to demonstrate how they may look in a live environment.

Logo Color: Please know that there has been no issue with the color of your logo. While we acknowledge your feedback about discrepancies in color between the Dashboard and the live environment, the logo was being displayed accurately in live banners. However, we have taken this feedback seriously and shared it with the Product Team to improve our services and ensure clarity for all our clients. Thank you for bringing this to our attention; your insights are invaluable to us.

Verifying Campaigns live in action: Our team has provided detailed instructions on how to view the banners live by retargeting yourself with your own banners. While it's a hassle-free process, it may require time to be captured with cookies and post retargeted.

GDPR banner (Customized Cookie Banner): We want to clarify that the customized cookie banner embedded in your website's source code cannot be removed by anyone without access to your website. Once you've accepted or rejected the Cookie Banner, it won't be displayed again unless cache and cookies are cleared. To verify this, kindly use Incognito mode (or clear cache and cookies) and revisit your website; you should see your cookie banner without any issues.

We hope this clarifies the situation you've been experiencing. Please know that we're fully committed to assisting you further and ensuring your experience with us is as smooth and positive as possible. If there's anything else we can do to help, please don't hesitate to reach out.

Additionally, I've sent the email to you to ensure our communication remains seamless. Feel free to respond to it, and I'll gladly address any additional concerns you may have.

Warmest regards,
Tatiana