🔍 What this process covers
This guide explains how to follow up when Search Atlas has agreed to create one or more Link Laboratory XLS exports manually, but the files or delivery date have not yet been provided. It also shows how to request the latest status for a related Rank Tracker defect and order.
📁 Check your order first
- Open the account menu from your avatar in the top-right corner.
- Select My Orders, then open Order Builder.
- Review the relevant order and select View Details.
- Note the order name, order ID, requested export type, filters, and current status.
You can also open App Ecosystem from the account menu, select the Publisher Exchange tab, and choose Go to Link Laboratory to review the related Link Laboratory information.
📤 When an agreed XLS export is missing
Manual exports are handled as a follow-up task rather than an automatic download. If the agreed files are still outstanding, check whether an attachment or download link was added to the relevant conversation or order record. Do not assume the export was delivered if no file is visible.
Prepare the following details before requesting an update:
- Order name and order ID
- The number of XLS files expected
- The export filters or date range
- The date the exports were requested or promised
- Whether you received any attachment, link, or partial delivery
🛠️ Request a firm delivery update
Ask for confirmation of both points separately: whether each expected XLS export has been generated, and the firm date when any missing file will be delivered. If only one file was received, identify the missing file by name or export criteria.
A useful request is: “Please confirm the status of both agreed manual XLS exports, attach any completed files, and provide a firm delivery date for anything still outstanding.”
🐞 Follow up on a Rank Tracker defect
Include the affected project, keywords or campaign, the behavior you expected, and the date you noticed the issue. Ask for the current defect status, including whether it is open, being investigated, fixed, or awaiting verification. Also ask whether the defect affects your specific order or only Rank Tracker reporting.
Resolved or canceled engineering work does not automatically confirm that your account issue is fixed. Request confirmation that the correction applies to your project and order before treating the issue as closed.
✅ Confirm the order status
Ask the team to confirm the order status separately from the defect status. For example, an order may be completed while an export is still being prepared, or a Rank Tracker defect may be unrelated to order fulfillment. Request the latest status for each outstanding export and the overall order.
💬 Get help without another escalation
When contacting support, provide the order details, expected files, delivery history, and Rank Tracker symptoms in one message. This helps the team investigate without repeating questions. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.