Raise a billing dispute
Question what you were charged for a set of line items and dates, attach your evidence, follow the review, read the decision and appeal it once.
A billing dispute asks LtvAdx to look again at what you were charged for some line items on some days: traffic you believe was not real, numbers that do not match your own, a charge that looks wrong. This is a Beta feature. Before it, you wrote to support; now the dispute, its evidence, the review and the decision live on one page.
Three rules shape everything here. They come from the Invalid Traffic Policy, which wins if this article ever differs from it.
- LtvAdx charges per impression, and a dispute is about impressions. There is no charge per click, view or outcome to dispute.
- A credit goes to your wallet. It is not a cash refund. Top-ups stay non-refundable.
- LtvAdx's own measurement is the billing record. Your data, screenshots and vendor reports are evidence that helps the review; they do not replace the record.
Before you start
- You need an Owner, Admin or Finance seat on the advertiser account. Other seats can read disputes but not raise, answer or appeal them.
- Agencies raise a dispute for a client from the agency's own Disputes page by choosing the client first.
- The served dates must be inside the Reconciliation Window: traffic served in a month can be disputed until 30 days after that month ends. The page shows the earliest date still open.
- If your account is billed by a partner network rather than by LtvAdx, the page says so. Raise billing questions with your network.
Steps
- Open Disputes under Wallet in the left menu, and for an agency choose the client.
- Click Raise a dispute.
- Choose what it is about: invalid traffic, numbers that don't match, completed views, a charge, outcomes, or something else.
- Tick the line items (up to 20) and set the served dates, up to 62 days. You can narrow to some publishers.
- Read Our figures for this scope. It shows what was billed, what was already filtered as invalid and never billed, completed views, what was charged and what has already been credited on those dates.
- Describe what happened and what your own data shows, in at least 30 characters. Add the amount you think is owed if you have one.
- Attach evidence: up to 5 files of 10 MB each, screenshots (PNG or JPEG), CSV exports or PDF reports. A reconciliation upload can be attached from its own page, see Reconcile your numbers.
- Click Send dispute.
You can have up to 10 open disputes at once.
What happens next
- You get an email with the reference (DR- and five characters) and the dispute shows as Received. LtvAdx aims to decide within 10 business days; the expected date is on the dispute.
- LtvAdx may ask for more. The dispute then shows Waiting on you, you get an alert and an email, and your reply on the dispute page moves it back under review.
- The decision is written on the dispute and emailed to the person who raised it. There are three outcomes.
| Outcome | What it means for your wallet |
|---|---|
| Accepted or partly accepted, invalid traffic found | The billed amount of the impressions found invalid is credited to your wallet, line by line. The publisher's earnings on them are reversed, and it can appeal that. The wallet row is labelled as an invalid traffic credit. |
| Accepted or partly accepted, no traffic finding | A credit LtvAdx funds itself, for example for a platform error or an agreed make-good. It can never exceed what was collected on those line items and dates. A larger credit needs a second approver at LtvAdx and arrives a little later; the dispute says so. |
| Not accepted | Nothing moves. The note explains why. |
A credit shows on your wallet page with the dispute reference in its description.
Appeal
You can appeal a decision once, within 30 days of it, from the dispute page with Appeal this decision. Say what should be looked at again and add anything new. If the appeal is upheld the decision stands and the dispute closes. If it is accepted the dispute goes back under review for a new decision.
If something goes wrong
- "Traffic served before … can no longer be disputed": the dates are outside the Reconciliation Window. Only days inside it can be disputed or corrected.
- "You already have N open disputes": wait for a decision before raising another, or add what you have to an open one as a message.
- "Attach a PNG or JPEG screenshot, a CSV or a PDF": the file is another type, or its contents do not match its name.
- The dispute button is missing: your seat cannot manage money for this account, or your account is billed by a partner network.