Editorial Disapproval UI Messaging
Please improve the UI messaging for editorial rejections and provide the reason for the disapproval. This will enable customers to know the cause of the rejection so they can, without having to contact Support for assistance, review the editorial policy and make changes to their campaign, appeal the rejection or realize that their business model makes them ineligible to serve ads on our network. T1 Support handles ~1800 inquiries about Editorial issues globally each month. This change could reduce inbound Support volume by 16% for editorial issues and decrease editorial escalations from T1 to T2 (saving Microsoft operational costs) as well as allowing customers to self serve which 91% of them tell us they would do if they could.
Thank you for writing to us. We are working on defining the new experience and you should see the changes in CY’20 H1.
Microsoft Advertising Team
I think that your editorial disapproval system needs to be seriously revisited. Firstly, your advertising policies are very vague for each of the different topics, with very few examples and explanations. It seems that your rejection system is automated, therefore cannot give us a detailed reason. Because of this, I'm having to waste hours contacting support and getting them manually approved which usually takes until the next day. Perhaps you are understaffed but not manually approving all ads is creating quite a negative user experience.
If we were given a specific reason for disapproval at least; for example was it the wording in the actual ad, the wording on the landing page, or the type of product all together that is not allowed, this would save all of us time, not having to inquire each time.
This is seriously fantastic. I do have this problem with them as well. I believe the customer is more open to listening to the feedback given from the support team of the Do and Don't rather than just keeping silent. As for my case, I do not post anything sensitive or inappropriate but I got suspended and when I ask for the reason, no solution at all. Where is the open communication between the customer and the organization?
Any update on this?
Great and Amazing Idea!
Great idea! :)
Marcelino Wong commented
This will definitely be a great step on empowering advertisers by giving them an accurate reason for the disapproval and the steps to have it resolved. We're looking forward to the implementation of this in the future.
Awesome idea! I really think this will prevent recontacts and make our clients more aware of our policies. It would also be nice if after given the notification it will prompt them to challenge their disapproval/s to make are advertisers more capable in handling situations like these in the future.
Would be great if this will be implemented ASAP and give detailed explanation on why the entities are disapproved, next action, what specific changes are needed and such.
This will be very helpful in isolating the concern and providing assistance efficiently
This will be a great help for all valued advertisers and for us to isolate their issue accurately
Very helpful. Provide accurate and specific (detailed) disapproval reason
Michael Resus commented