What to Do If Your Video Is Not What You Expected

Reject and Provide Feedback

If a delivered video does not match your expectations, the first step is to use the Reject action on the video review page. Rejecting a video is a normal part of the workflow. It tells the team that the output needs adjustment and is not a negative action.

After rejecting the video, open the message thread for that specific request and send a detailed message to your account manager. Describe what you expected and how the delivered video differed from that expectation. Specificity matters here. A message like "I expected a high-energy unboxing with an enthusiastic presenter, but the video felt too slow and subdued" gives the team a clear picture of the gap. A message like "this was not what I wanted" does not give them enough to work with.

If there were specific moments in the video that missed the mark, call them out. Mention the talent selection, the delivery style, the pacing, or any visual elements that did not align with your vision. The more detail you provide, the more precisely the team can adjust for your next request.

Improve Your Next Request

Before submitting a new request for the same product, take a few minutes to revisit your inputs. The two fields that most directly influence your video output are your product description and your actor direction.

Ask yourself whether the product description was specific enough. Did it clearly communicate what the product is, who it is for, what makes it different, and the tone you wanted? If any of those elements were vague or missing, add them before your next submission.

Check your actor direction. Did you specify the type of talent you wanted, the energy level, the wardrobe, or the setting? If the talent in the delivered video did not match your expectations, more specific direction will produce a closer match next time.

Consider requesting multiple variations on your next submission. Each variation can feature different talent or a different creative angle, which increases the likelihood that at least one version aligns with your vision. Multiple variations also give you assets to test against each other in your ad campaigns.

For guidance on writing stronger inputs, see Writing Effective Product Descriptions for Better Results and Approving, Rejecting, and Extending Videos.

The Iteration Process

Most users find their ideal output after two to three requests as they learn which descriptions and direction produce the best results for their specific product and audience. Each request is a learning opportunity. The first video teaches you what your inputs actually produce. The second teaches you how adjustments to those inputs change the output. By the third, most users have dialed in a formula that consistently delivers what they want.

The 24-hour turnaround on each request means this iteration process is fast. You can go from initial request to refined output in just a few days, each round getting closer to your ideal result.

For answers to frequently asked questions about output quality and what affects it, see Common Questions About Video Quality.