Dispute a payout
Raise a problem with a payout that is still awaiting payment, see what pauses while it is reviewed, and read the outcome.
Dispute a payout when the amount is wrong and it has not been paid yet. A dispute stops the payout until LtvAdx has looked at it and told you the outcome.
Before you start
- Only a payout that is awaiting payment can be disputed. That means its status is CALCULATED or APPROVED, and it has an amount above zero.
- Money that is already IN_TRANSIT or PAID cannot be disputed. The same goes for a payout that is ON_HOLD or CARRIED FORWARD. For those, contact support.
- Only owners, admins and finance members of your team can dispute. You can't dispute while someone at LtvAdx is acting as you. Other seats don't see the Dispute button.
- Gather what you need: the month, the amount you expected and why. The statement for the month shows the daily lines. See Read your payouts.
- The Monetisation Policy asks you to raise a discrepancy in good faith within 30 days of the monthly statement. After that, the statement is treated as final. The app does not block a later dispute, but don't wait.
For operators
Steps
- Open Revenue.
- Find the month in the table. If it is eligible, a Dispute link shows at the end of the row.
- Select Dispute.
- In "What is wrong with this payout?", say what is wrong. A reason is required.
- Select Send dispute.
For publishers and agencies
Steps
- Open Payouts if you are a publisher, or Payouts if you are an agency.
- Find the month in the table. If it is eligible, Dispute shows at the end of the row.
- Select Dispute.
- In "What is wrong with this payout?", say what is wrong. A reason is required.
- Select Send dispute.
What happens next
When you send a dispute, the payout moves to DISPUTED and is paused. LtvAdx finance is alerted and reads your reason.
LtvAdx then records an outcome with a note that you can read.
- Dispute upheld. You were right. The payout goes back to CALCULATED so it can be corrected.
- Dispute not upheld. The payout goes back to CALCULATED as it stood.
Either way the payout needs approving again before it is paid. You get an alert titled "Dispute upheld" or "Dispute not upheld", with the note. The row shows the outcome as "Dispute upheld" or "Dispute not upheld". See Alerts.
Other reasons a payout is stopped
A payout can also be put ON_HOLD by LtvAdx, for example while it checks an account or investigates suspected invalid traffic. You get an alert with the reason. When the hold ends you get another alert and the payout waits for approval again. Invalid traffic that is confirmed after you were paid reduces a later payout. See Traffic quality.
If the amount on a payout changed because a bank account changed, see Payout account details.
If something goes wrong
| What you see | What to do |
|---|---|
| No Dispute button or link on the row | The payout is not awaiting payment, you are not an owner, admin or finance member, or someone at LtvAdx is acting as you. |
| "A reason is required" or "Say what is wrong with this payout" | Write a reason before you send. |
| "Only a payout awaiting payment can be disputed" | The status has moved on. Reload, then contact support. |
| "This payout has just changed. Reload and try again." | Someone at LtvAdx moved the payout at the same moment. Reload. |