📋 Understand order alternatives
If a publication or placement cannot fulfill your order, Search Atlas may offer alternative options. An alternative is not automatically fulfilled unless it is selected and confirmed for the affected order item.
If you provided alternatives for both items, review each item separately. One accepted alternative does not confirm or replace the other item.
🔍 Review your order
- Open the order from the order notification or select Go to Orders.
- Open the specific order and review each item’s status.
- Check whether the original publication was rejected, an alternative was selected, or the item is still awaiting fulfillment.
- Compare the selected publication, service, price, and fulfillment status with what you purchased.
🔄 Select an alternative
When an item is rejected and alternatives are available, open the alternatives list for that item. Review the publication details and any price difference before selecting an option.
- Select an alternative for every affected item.
- Confirm your selection when prompted.
- Return to the order and verify that the selected alternative appears on the item.
- Do not assume that opening or previewing an alternative completes the selection.
If no alternatives appear, the item may not currently have an eligible replacement. Record the order number and item details before contacting support.
✅ Confirm fulfillment
After selecting an alternative, monitor the item status in the order. Keep the order confirmation, selected publication, price details, rejection notice, and any fulfillment updates. These details help distinguish an unfulfilled item from an item that was completed with an approved alternative.
⚖️ If the delivered item differs
If you received something different from the confirmed order, do not place a duplicate order. First verify the item status and selected alternative, then document the difference clearly.
- Record the order and item identifiers.
- Note the original publication and the confirmed alternative.
- Describe what was delivered and what was missing.
- Include relevant status messages or screenshots from the platform.
Submit these details through the platform chat so the team can review the order history and fulfillment record. Avoid making repeated changes while the issue is under review.
💬 Get help with a dispute
For unresolved fulfillment, missing alternatives, incorrect order information, or payment-related questions, provide the order number and explain the issue for each item separately. The support team can review the available order records and clarify the next step.
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.