This guideline outlines the framework for the AdPay Expert Community, detailing standards for customer success, expert conduct, vetting protocols, dispute management, and access permissions, all aimed at fostering a trusted environment for businesses seeking skilled Google Ads experts.
In this guideline, you will discover:
Customer Success
Standards for Experts
Vetting Protocol
Dispute Management
Expert Access & Permissions
Customer Success
A customer who secures the service of an expert, whether from our current expert board or in-app from the customer’s AdPay dashboard (coming soon), is entitled to the following to ensure success and optimal satisfaction:
A service request form where the customer submits the job they need done,
An invoice for the service that needs to be done is issued by the expert.
A notice of commencement of the job by the expert,
An Initial progress report on the service being rendered by an expert,
A final success report that states “the performance of the ad campaign, at what cost and for X duration.”
2. Standards for Experts
Your success on AdPay is important to us. Avoid the following to keep in line with our expert community standards:
Providing any misleading or inaccurate information about your identity or your business.
Opening duplicate accounts.
Requesting to take communication and payment outside of AdPay.
3. Vetting Protocol
To ensure a high standard of quality and reliability within the AdPay Expert community, all prospective experts will undergo a rigorous vetting process. This protocol is designed to assess their proven track record, professional presence, and capacity to deliver exceptional results for our customers.
The vetting process will involve a comprehensive review of the following key areas:
Review of Submitted Results/Case Studies on past clients:
Applicants must submit verifiable data and case studies demonstrating the tangible results they have helped businesses achieve through their Google Ads campaigns.
This includes, but is not limited to, metrics such as return on ad spend (ROAS), conversion rates, cost per acquisition (CPA), impression share, and overall campaign growth.
The AdPay Team will evaluate the clarity, accuracy, and impact of these submitted results.
Website and Online Presence Review:
A thorough review of the applicant's official website will be conducted to assess professionalism, clarity of services offered, client testimonials (if available), and overall brand presentation.
Additional online presence, such as LinkedIn profiles, relevant industry publications, or public portfolios, may also be reviewed to corroborate expertise and reputation.
Years of Expertise:
Applicants must clearly state their professional experience in managing Google Ads campaigns.
Verification of the stated years of expertise will be conducted through various means, including but not limited to, LinkedIn profiles, professional references, or certifications.
A minimum number of years of experience may be established to ensure a foundational level of proficiency.
Team Size and Structure:
Applicants will be required to provide information on the size and structure of their team (if applicable).
This assessment aims to understand the expert's capacity to handle multiple clients, delegate tasks, and ensure consistent service delivery. For agencies, this helps determine their operational scale and support infrastructure.
The AdPay Team reserves the right to request additional information or conduct interviews as part of the vetting process to ensure that only the most qualified experts are admitted into the program.
4. Dispute Management
To ensure fairness and maintain the integrity of the AdPay Expert program, a clear and decisive dispute resolution process is in place. This protocol addresses issues ranging from alleged misconduct by an expert to concerns regarding campaign performance.
Dispute Resolution Process:
Initiation of Dispute:
If a customer or an expert raises a dispute regarding services rendered or payment, they must formally submit a dispute claim to the AdPay Team.
The claim should include all relevant details, documentation, and evidence supporting the dispute.
Internal Investigation:
Upon receiving a dispute claim, the AdPay Team will initiate an internal investigation.
During the investigation period, all Google Ads campaigns associated with the disputed account will be temporarily paused to prevent further issues or financial impact.
The AdPay Team will gather information from both the customer and the expert involved.
A reconciliation sheet will be created to meticulously audit all fund flows in and out of the affected Google Ads account, ensuring transparency and accountability.
Adjudication and Action:
Cases of Misconduct/Fraud:
If, following the investigation, an expert is found to be engaging in misconduct, fraudulent activities, or violating AdPay's community standards (e.g., requesting off-platform payments, providing misleading information), their AdPay Expert account will be immediately suspended. The AdPay Team will communicate the findings and the decision to both parties.
Cases of Poor Performance:
If the dispute primarily concerns an expert's poor performance in managing Google Ads campaigns (e.g., failure to meet agreed-upon KPIs, consistent underperformance, lack of communication), the expert will receive a formal strike on their record.
Accumulation of three (3) strikes will lead to the suspension of the expert's AdPay account, indicating a consistent failure to meet performance expectations.
Communication of Outcome:
The AdPay Team will communicate the findings of the investigation and the resulting decision to both the customer and the expert involved in the dispute.
Details of the resolution and any actions taken will be clearly outlined.
This dispute management protocol is designed to protect both customers and experts, foster a trustworthy environment, and ensure high-quality service delivery within the AdPay Expert program.
5. Expert Access & Permissions
To facilitate seamless collaboration and ensure secure management of Google Ads campaigns, a clear protocol for expert access and permissions is established. This protocol is crucial, particularly in the event of a dispute, as refunds can only be processed to the bank account that initially made the payment. Therefore, customers will need to grant their assigned experts appropriate access to their Google Ads accounts.
Access Protocol:
Customer-Initiated Access Grant:
Upon formal agreement to engage an AdPay Expert for their Google Ads campaigns, the customer will be required to grant the expert access to their Google Ads account.
This access should be provided directly by the customer through the Google Ads platform's user management settings.
Recommended Access Level:
Customers are advised to grant "Standard" access level to their Google Ads account, as this provides the expert with the necessary permissions to manage, optimize, and report on campaign performance.
Visit the AdPay help center for clear instructions and guidance on how to properly grant this access.
Security and Accountability:
The AdPay Expert program emphasizes the importance of customers maintaining direct ownership and control over their Google Ads accounts.
Experts are strictly prohibited from requesting or using customer login credentials directly. All access must be granted through Google Ads' official access management features.
In the event of a dispute or service termination, the customer retains the ability to revoke the expert's access at any time through their Google Ads account settings.
This protocol ensures that experts have the necessary operational capabilities while maintaining the customer's direct control and facilitating proper financial reconciliation in case of disputes, aligning with AdPay's refund policies.
This AdPay Expert community guideline serves as a foundational guide for establishing a robust and reliable expert community. By outlining clear standards for customer success, expert conduct, rigorous vetting protocols, transparent dispute management, and secure access permissions, AdPay aims to foster a trusted environment where businesses can confidently connect with skilled Google Ads experts.
The successful implementation of these guidelines is crucial for driving new customer retention, particularly among SMBs, and ultimately ensuring the long-term growth and success of the AdPay platform.
Please note: By continuing to use AdPay by Mercurie and AdPay Expert Program services, you acknowledge that you have read, understood, and agree to abide by this community guideline.