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Ad refund is the process by which Facebook refunds part or all of the advertising costs you paid but did not use due to problems such as system errors, ads not being delivered, or unreasonably rejected ads. This mechanism protects advertisers’ interests, helping to ensure that you only have to pay for actual impressions or interactions. Let’s learn more with Adsupport in the content What is running ads refund below!
An ad refund is the process by which Facebook refunds part or all of the advertising costs to advertisers in some special cases. Refunds are not automatic but are carefully considered based on each specific situation, including factors such as the circumstances, the level of impact, and related data. Meta has the sole discretion to decide whether to refund and is not liable for any legal liability if it refuses.
Typically, if you are eligible, you will receive a refund notification through Ads Manager or be contacted directly by a Meta support representative. If there is no response from the system, it means that the refund request has not been approved. Refunds typically take a minimum of one month to process. If possible, the amount will be refunded to the payment method you used. If this method is not possible, you may receive an advertising credit to use on future campaigns.
Advertisers can request a refund if the ad was paid for with available funds, a credit card, or monthly invoicing. Credit cards typically provide a faster refund time. If you use monthly invoicing, Meta may issue a credit note, allowing you to deduct the cost from future invoices.
Facebook may consider ad refunds in certain special cases where users experience unexpected problems, typically due to errors in the platform’s systems. Here are two common scenarios where you may be eligible for a refund:
If Facebook’s advertising platform experiences a serious technical issue that causes your ads to be unavailable for an extended period, you may be eligible for a refund. These issues can significantly reduce the effectiveness of your campaign, especially if you’re running ads during a sensitive time like a product launch or event.
In rare cases, Facebook’s systems may malfunction, causing your ad spend to exceed your set budget without any intervention from you. When spending errors occur due to bid processing errors or budget delivery errors, you can submit an appeal to be considered for a refund.
If you are having trouble running ads on Facebook and need to submit a refund request, follow these steps to ensure proper procedures and increase your chances of approval:
Step 1: Log in to your Facebook Business account and open Ads Manager.
Step 2: On the main interface, select Billing and Payments to view your expenses and payment history.
Step 3: Click Payment Settings to navigate to where you can manage your payment methods and transaction history.
Step 4: In the Payment Settings section, find and click the Get Help button to start the support request process.
Step 5: In the help interface, select Payments → I want to request a refund to access the request submission form.
Step 6: You need to fill in the following information accurately and completely:
Step 7: After completing, click Submit to send the request to Meta’s support team.
Ad refund is a support policy from Facebook in special cases when the advertising campaign encounters unexpected problems. Understanding the conditions and refund process will help you proactively handle, protect your advertising budget, and optimize business efficiency. Try applying it when needed!
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Frequently asked questions
“Facebook holds” or Facebook hold is the amount of money that Facebook temporarily holds from your advertising account. This amount is not the advertising fee spent, but a form of payment guarantee, usually applied when there is a new transaction or change in payment method. When the campaign ends or the system completes verification, this hold will be adjusted, refunded, or deducted from the actual advertising cost.
The refund time from Facebook usually takes about 30 days from the time the request is approved. However, depending on the payment method you use (credit card, e-wallet, monthly invoicing…), the time to receive the money may be faster or longer. Facebook will refund to the original payment method if possible, or in the form of advertising credit in some special cases.
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