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Issue types explained

The Channel Intelligence (CI) Help Center is a quick and easy way to access technical support staff. 

On this page we’ll explain the available contact options and help better guide your submissions for a quick resolution. Each item below represents an option you can choose when contacting CI.

Account suspensions 

CI is committed to its partners and is here to help if your account should be suspended on a particular shopping engine. 

Suspension

If you’re notified that your account has been suspended, use this option and give any messaging received alongside the suspension. These crucial details will help CI’s technical team troubleshoot the issue effectively and expedite the resolution.

Warning

If you’re notified that your account has been warned for a violation of policy or data quality, use this option and give any messaging received alongside the warning. Any details you can give will help CI’s technical team troubleshoot the issue effectively and work to prevent a suspension.

Billing

Your one stop for all CI billing related questions and information.

Change billing address or contact information

If your business or contact information changes you can give all new information via this option.

Questions about an invoice

Do you have questions about a particular invoice?  Need any clarification?  Using this option will put you in direct contact with our Billing team, which is eager to help with all questions.

Request an invoice copy

Need a copy of a current or past invoice? Choose this option and outline the month and year of the invoice.  

Feeds

Use this option for types of requests directly impacting your feeds.

Delivery issues

This option is reserved for delivery issues surrounding your feed.  Whether you’re having trouble delivering a file to CI or have received an error log from a shopping channel, we’re here to help.

Modify content

Use this option for requests to modify the content within your feed.  Common requests or changes include:

  • Adjust titles (such as adding brand or seasonal updates)
  • Adjust custom labels
  • Exclude items by a list or criteria

Request to rerun feeds    

To request that your feeds be manually run, you can choose this option. While our systems will recognize and process a new or changed file, we understand there may be time sensitive scenarios that require immediate attention.

Structure changes

Use this option for requests to modify the structure of your feed sent to CI.  Common requests or changes include:

  • Add or remove a column
  • Update a file name

Other feed issues

Use this option for any other issues or questions related to your feeds.

Promotions

CI can add feed based promotion text for the shopping channels we support.  For more information, see Promotion text.    

Single

For a single promotion request, use this option.

Multiple

If you have multiple promotions to submit at once, use this option and choose the appropriate number of promotions.  We support up to 3 promotions per submission.

Reporting & tracking

Any questions or issues related to CI reporting or URL based tracking should be filed here. Give detailed examples of the report or tracking request and, if you wish, screenshots that illustrate the issue or request.

DoubleClick Search (DS) questions

Use this option for any questions related to DoubleClick Search (DS).

Modify tracking

Use this option to request modifications to the tracking within your feed URLs.  The most common requests include adding, modifying and removing tracking.  

Troubleshooting

For general questions or issues related to tracking.

Other

For general questions or issues related to CI reporting.  

Other

If none of the above options meet your needs, you can choose this option and we’ll get your inquiry to the right place.

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