Audience reconciliation

Audience Reconciliation is a self-service feature that lets buyers report bad Response IDs, select a rejection reason, and request wallet credit-back for unusable survey responses.

This reduces the need to contact support and helps buyers recover credits faster with clear status visibility and an audit trail.

Approved credits are applied back to the QuestionPro wallet at the original CPC rate.

The Reconciliation tab is available only for Completed audience projects.

The tab is hidden for Live, Paused, and Bid projects.

Reconciliation can be submitted only within 30 days from the survey completion date or project close date, based on the project rules.

A 72-hour in-app alert is shown before the reconciliation window closes.

To submit a request:

1. Open a Completed Audience project.
2. Go to the Reconciliation tab.
3. Choose whether to enter Response IDs manually or upload a CSV file.
4. Select a rejection reason for each Response ID or for the batch.
5. Review the validation summary and estimated credit amount.
6. Confirm the submission.

After submission, the request is added to the reconciliation history and you can track its status in real time.

You can enter bad Response IDs in the manual entry form.

• Enter one Response ID per line, or use a comma-separated format.
• Assign a rejection reason to each Response ID.
• You can add multiple batches before submitting the request.

The system validates each Response ID against confirmed completes for the project.

Invalid IDs, duplicate IDs, or IDs already submitted in another request are flagged inline with clear error messages.

You can upload a CSV file with reconciliation details.

• The file must include ResponseID and Rejection Reason.
• Notes are optional.
• Maximum file size is 5 MB.
• Maximum rows per batch is 500.

After upload, the system shows a summary of received, valid, invalid, and duplicate rows before confirmation.

You can also download an error report for invalid rows.

The system provides standardized rejection reason categories with in-product definitions to help you select the correct reason.

These definitions are shown through tooltips or expandable panels during submission.

At least one reason must be selected for each Response ID, or one shared reason may be applied for a batch where allowed.

The system checks several rules before submission:

• All Response IDs must be unique.
• Each ID must belong to the buyer’s project completes.
• Response IDs from other buyers’ projects are rejected.
• Maximum reconciliation volume is limited to 20% of total project completes.
• Each request can include up to 500 Response IDs.
• Reconciliation cannot be submitted after the 30-day window closes.

If more than 20% of responses are flagged, the buyer is asked to contact the audience team.

Approved credit is calculated using the original purchase rate for each approved Response ID.

The credit amount equals the number of approved Response IDs multiplied by the CPC rate paid at the time of purchase.

The system uses the quota-cell rate, not an average project rate.

Before submission, the buyer sees an estimated refund amount. The final amount may change if the request is only partially approved.

Reconciliation requests can have the following statuses:

• Pending – The request was submitted and is awaiting auto-approval or manual review.
• Approved – All or part of the request was approved and credit was applied.
• Rejected – No IDs were approved and a reason is provided.
• Withdrawn – The buyer cancelled the request while it was still pending.

Approved credits are applied as a Reconciliation Credit line item in the QuestionPro wallet.

Low-risk cases are auto-approved within 5 minutes.

Complex cases go to manual review and are resolved within 5 business days.

Once approved, the credit is applied to the QuestionPro wallet within 60 seconds.

The Reconciliation tab shows a history table with request details.

• Request ID
• Submission Date
• IDs Submitted
• Status
• Credit Amount
• Actions

You can open a request to view the full status dashboard and per-Response ID outcome breakdown.

Yes, email notifications are sent when the reconciliation request is submitted and when its status changes.

The email includes the request details so you can review the outcome and take next steps if needed.

If a project is deleted, any reconciliation requests in Pending or Under Review state must be resolved before deletion is allowed.

If required by the system rules, requests may be auto-cancelled with a notification.

A reconciliation request can be submitted only once per project.

However, if the reconciliation window is still open, you may be able to submit multiple reconciliation batches based on the configured flow and validation rules.

Duplicate Response IDs already submitted in a previous request are blocked with an inline message.