Below is a list of frequently asked questions regarding accounts, billing and more. If you do not find an answer to your question here, please feel free to contact us via email or phone


How often will you bill me?
We bill on a monthly basis – either mid or end of month. An invoice will
be sent via the post.


Do your offer refunds if I am not happy with my campaign’s performance?
Word Up Online may, at its sole discretion, allow you to cancel your contract agreement. Cancellation notification must be provided in writing. If Word Up Online allows this cancellation and your account is not yet active, a cancellation fee of $100 will apply and the remaining monies refunded. Alternatively, if your account is active, an administration fee and a cancellation fee will apply. The daily budget amount that has already been spent will not be refunded.

Please contact us via email if you would like to discuss cancelling your account.


How do I write an effective advert for my Google Adwords campaign?
Before your campaign is live a Google Adwords Qualified Individual will help you write the most effective advert for your campaign. Here are a few tips to help you get started: Include keywords in your ad headline, since that’s what people are looking for. It makes your ad seem more relevant.
Tips

• Relate your ad to offers you make on your landing page to help people complete the sales cycle.
• Get to the point – Include the most relevant information about your business.
• Make your ad concise, and encourage the user to take action.
• Your ad must include a call to action.
• Tell your users directly what you want them to do. Include action terms like buy, shop, or browse. Say Buy Fresh Red Roses instead of Flowers For Sale.
• Clearly describe what's unique about your product or service.
• What should the user expect to find at your website or at your business location
• Place your business name in your ad text. Let your users know exactly who you are: give your business name in the text of your ad.
• Put your most important keyword in the title; if you're selling flowers and you find that the keyword 'red roses' gets you the most clicks, try putting the term 'red roses' in the title of your ad. Successful keywords are a sign that you're reaching the right audience for your message.
• If you sell to a precise location, name the location. Do you deliver flowers in Melbourne? The title Send Red Roses in Melbourne is likely to win you more clicks than just Send Red Roses.

Will I be able to see data for my campaign?
We offer customers 2 methods to view their campaign data. Monthly we will send you report detailing your campaign data. In addition to your Monthly report, when you join you will be provided with an online login area to view your campaign data in real time. Meaning, you can log in and see your campaign stats to today, yesterday, the past week, month or for your whole campaign.


What about Yahoo! And MSN search?
Currently Google Search accounts for a large proportion of internet searches so we have focused our efforts here. We plan to add further search engines to our package service at a later date. If you also wish to promote on MSN and Yahoo! Search, please contact us via email about a custom package to suit your business needs.


What campaign targeting options do you offer?
With Word Up, you can run your Google AdWords campaign for all users in Australia, or state specific, and even based on a kilometer radius. I.e. if you are a florist in Tasmania and you only want to use you daily budget on users in Tasmania, simply let us know during the sign up process. This gives you an extra level of customer targeting, meaning you only pay for clicks that are important to your business. In addition, if you have a business that can only service a specific area, we are able to produce campaigns based around your specific kilometer radius. I.e. a personal trainer that only services a specific suburb radius can have a campaign relating to only searches in that specified area.


Can I increase my daily budget?
Certainly. Please get in contact with our support team via email and we will make arrangements to increase your budget. Payment will be required before we can increase the budget on your campaign budget.


Are your prices GST inclusive or GST exclusive?
All prices on Word Up Online are GST exclusive.


Our business/company would like to run a much larger scale campaign, can you help us?
Word Up Online has extensive experience creating, managing and optimising long term Google AdWords campaigns for business’ in both Australia and the United Kingdom. Please contact us via email or phone to set up an appointment with a Google Adword Qualified Individual.


We are interested in the Word Up service, but at the moment we don’t have a website, can you help us?
Our design & web development team has extensive experience with web design & implementation. Please view the 'need a website' section on our website to view examples. Alternatively, contact us via email if you would like to see our portfolio and discuss this further.


How do I renew my subscription?
The month before your subscription is due to run out we will contact you via email & phone to confirm your subscription status beyond the current period. If you wish to cancel your subscription, you will need to let us know in writing, otherwise your subscription will continue on the same terms, duration and cost as your current package.


What forms of payment do you accept?
If you wish to complete the purchase process online we accept Visa and Mastercard. Alternatively, you can download our order PDF document, and fax or mail it to us with your credit details or cheque as payment.


What campaign data is included in my bi-monthly report and online member access?
For each keyword (and for the full campaign) we will provide you with:

• Impressions – this represents the number of times your advert came up in Google
• Clicks – the number of times a user clicked on your ad
• CTR – the click through ratio. This is effectively a measure of your advertisements effectiveness. A low click through ratio means your advert copy could hopefully be improved.
• Average Position – this number represents the average position of your advert when it was shown.
• Conversion Ratio – by including a small piece of code on your ‘conversion’ page, we can measure how many of the users coming from your Google Adwords campaign are going on to contact you or make a purchase from your website. Note – this statistic is only supplied to our ‘professional packages’.

What is a daily budget?
In order to cap the amount you spend as part of your package, your Google AdWords campaign has a daily budget. Once your budget runs out your advertisement will not be respond to further searches.


Can we run our campaign outside Australia?
Most certainly. Please contact us via email and we can tailor a package to suit your business needs on international Google Search.

 
How can I change the contents of my advert?
Please contact support via email and we can make the required changes for you.


Why is conversion data useful for my campaign?
By including the conversion code on your website, we can measure how many of the customers coming from your campaign, are then going on to make a purchase or contact you. This means you can measure your return on investment in Word Up. We hope and believe it will be a worthwhile investment for you.


In what currency are your prices?
All prices are in Australia Dollars.


Our business is located outside of Australia, can we still join Word Up?
Currently we are only able to serve customers that are based in Australia with a billing address within Australia. We hope to extend the service beyond Australia in the near future.