Failed to start on time and orders refunded (has something changed?)
Failed to start on time and orders refunded (has something changed?)
Maurizio Pace
3289  / 13
114 posts / 77 likes

Good morning,

Yesterday I got 2 orders and I made sure that both of them had 5+% delivered before I went to bed because, not so long ago, I asked Udimi support regarding the automatic refund in case the order doesn't start on time and I got this answer (exact words):

"Make sure to deliver at least 10% of clicks within 10 hours from the start time for "Early start NOT allowed", and 5% within 24 hours for "Early start allowed" orders. Otherwise, the solo ads can be canceled."

Both orders were "Early start allowed" but this morning when I woke up I found both refunded because I "failed to start on time".

Can you please enlighten me and and explain if something changed behind my back?

Thanks


**ATTN** OCTOBER FIRESALE! 17% OFF ($0.49 CPC)!
Posted 14 Sep at 06:05
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Shakil Parvez
0
169 posts / 32 likes
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Maurizio Pace on 14 Sep 2022 at 06:05
Good morning,

Yesterday I got 2 orders and I made sure that both of them had 5+% delivered before I went to bed because, not so long ago, I asked Udimi support regarding the automatic refund in case the order doesn't start on time and I got this answer (exact words):

_"Make sure to deliver at least 10% of clicks within 10 hours from the start time for "Early start NOT allowed", and 5% within 24 hours for "Early start allowed" orders. Otherwise, the solo ads can be canceled."_

Both orders were "Early start allowed" but this morning when I woke up I found both refunded because I "failed to start on time".

Can you please enlighten me and and explain if something changed behind my back?

Thanks

Hello, Maurizio,

Thank you for noticing it. We have sent a request to our relevant department whether there are any changes. We will post the update here very soon.

Shakil | Customer Support Specialist
Posted 14 Sep at 07:10
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Maurizio Pace
3289  / 13
114 posts / 77 likes
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Shakil Parvez on 14 Sep 2022 at 07:10
Hello, Maurizio,

Thank you for noticing it. We have sent a request to our relevant department whether there are any changes. We will post the update here very soon.

Thanks!


**ATTN** OCTOBER FIRESALE! 17% OFF ($0.49 CPC)!
Posted 14 Sep at 08:02
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Shakil Parvez
0
169 posts / 32 likes
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Maurizio Pace on 14 Sep 2022 at 06:05
Good morning,

Yesterday I got 2 orders and I made sure that both of them had 5+% delivered before I went to bed because, not so long ago, I asked Udimi support regarding the automatic refund in case the order doesn't start on time and I got this answer (exact words):

_"Make sure to deliver at least 10% of clicks within 10 hours from the start time for "Early start NOT allowed", and 5% within 24 hours for "Early start allowed" orders. Otherwise, the solo ads can be canceled."_

Both orders were "Early start allowed" but this morning when I woke up I found both refunded because I "failed to start on time".

Can you please enlighten me and and explain if something changed behind my back?

Thanks

Hello, Maurizio,

According to our last update, you have to send 5% clicks in 24 hours for both early start allowed and not allowed orders.

And while our tech team made this change, some orders were cancelled due to not matching the delivery trigger. However, everything is now fine to go.

We are sorry for the inconvenience!

Shakil | Customer Support Specialist
Posted 14 Sep at 22:00
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Maurizio Pace
3289  / 13
114 posts / 77 likes
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Shakil Parvez on 14 Sep 2022 at 22:00
Hello, Maurizio,

According to our last update, you have to send 5% clicks in 24 hours for both early start allowed and not allowed orders.

And while our tech team made this change, some orders were cancelled due to not matching the delivery trigger. However, everything is now fine to go.

We are sorry for the inconvenience!

Ok thanks! But why mine got cancelled anyway considering that the 5% was delivered for both before I went to bed? Just out of curiosity...


**ATTN** OCTOBER FIRESALE! 17% OFF ($0.49 CPC)!
Posted 15 Sep at 04:27
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Shakil Parvez
0
169 posts / 32 likes
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Maurizio Pace on 15 Sep 2022 at 04:27
Ok thanks! But why mine got cancelled anyway considering that the 5% was delivered for both before I went to bed? Just out of curiosity...

I am sorry to hear about that. As any information on your account is very much confidential, I'd request you to contact our support from the Help page. They will investigate and update you in a timely manner.

Shakil | Customer Support Specialist
Posted 15 Sep at 17:06
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