We process a lot of different data sources, filters, file formats, and enrichment requests. Most exports arrive exactly as expected. Sometimes, though, you might open a CSV and realize something needs another look. Maybe a column you expected is missing. Maybe the file doesn’t match the request. Or perhaps you simply aren’t sure what one of the fields means. Don’t submit the same order again immediately. Check a few things first, then send us the details.
Check the original request first
Start by opening your order and checking what you originally submitted.
If it was a scraping request, look at the source URL and the filters you used.
Sometimes the export is technically correct, but the original search was broader than expected.
For example, if your Apollo search contains the wrong location filter, rerunning the exact same URL won’t fix the audience.
Check the source search first.
If the search itself is correct and the export still doesn’t look right, contact us.
When to request a recut
A recut makes sense when the underlying export is correct but the delivered file needs an adjustment we can make from the available data.
For example, you may need help with the file structure, available columns, or another delivery-related issue.
Whether a recut is possible depends on the request and the data available from that export.
If you’re not sure, ask us.
We’ll tell you whether we can adjust the existing file or whether the change requires a new request.
How to report a problem
Contact LeadsFriday support and tell us what went wrong.
You don’t need to write a huge explanation.
Something as simple as "My order is complete, but the website column appears to be missing from the CSV." is much more useful than "My export doesn’t work."
The more specific you can be, the faster we can understand what we’re looking for.
What information to send us
When contacting support, include:
- Your order number or order details
- Which LeadsFriday tool you used
- A short description of the problem
- The column or rows affected, if relevant
- What you expected to receive
- A screenshot or example when it helps explain the issue
What happens after you contact us
If the problem only affects certain records, send us a few examples. You usually don’t need to send the entire dataset just to explain the problem.
We’ll review the request and compare the delivered file with what was submitted.
If something went wrong on our side, we’ll work out the appropriate fix. Depending on the situation, that could mean correcting the file, rerunning the request, or restoring credits that shouldn’t have been charged.
If the problem comes from the original search or input file, we’ll explain what needs to change before you run it again.
We’re a small, founder-led team, so support isn’t separated from the people who understand how the scraping and enrichment workflows actually run.
When you should create a new order instead
A recut and a new search aren’t the same thing.
If your original request targeted Marketing Directors in the United States, and you later decide you actually want Marketing Managers in Canada, that’s a new audience and should be a new request.
The same applies if you want to add filters that weren’t part of the original search.
But if the request was correct and the delivered output appears wrong, contact us before spending credits on another order.
If something looks wrong, send us the order details first. We’d rather check it than have you pay twice for the same problem.