Microsoft Advertising will issue credits and refunds for the following reasons:
Microsoft Advertising does not issue credits for other reasons, including poor ad performance or ROI, system or tool downtime, test accounts or campaigns, and bank overdraft fees.
Microsoft Advertising has traffic quality protection systems in place to help ensure that you are paying for standard-quality clicks (those that come from people with interest in your business) and not for low-quality or invalid clicks (those that exhibit characteristics of unclear commercial intent, patterns of unusual activity, search engine robots, or fraudulent activity).
We systematically analyze clicks to determine their validity and, when possible, remove invalid clicks before they are reported to you. If potentially invalid clicks are detected, members of our team can flag the case, examine the affected accounts, and issue refunds where appropriate. For detailed information about click quality and invalid clicks, visit our Traffic Quality Center.
If you suspect that you have been billed for low-quality or invalid clicks, please contact Support. We can start an investigation to determine whether a credit should be made to your account.
For more information on how to check for invalid clicks, see Monitoring clicks: Telling the good from the bad.
Although Microsoft Advertising filters out many low-quality or invalid clicks before you are charged, if you are billed for any clicks that are later determined to be invalid, your bill will be adjusted accordingly.
Investigating invalid clicks can take some time. After you contact us and we start the investigation, it can take up to a month before you see a credit on your monthly billing statement or invoice.
Please note: if there is a change in your billing setup (such as the addition of a new SAP ID), any credit for invalid clicks will be processed as a credit memo.
If you decide to delete your account, we will automatically issue a refund if you have a prepay account with a positive balance or a postpay account with a credit. The refund will be issued using the same payment method that you used to pay your advertising charges; for example, if you paid with a credit card, you will receive your refund on that credit card. However, if you paid using SEPA Direct Debit, please see "Refunds via SEPA Direct Debit" for special instructions.
|Your payment method||How you will receive your refund||Estimated time to receive your refund|
|Credit or debit card||Credit or debit card||1-2 business days|
|PayPal||PayPal||1-2 business days|
|Bank/wire transfer||Bank/wire transfer||10 business days|
|Boleto Bancario (Brazilian real only)||Wire transfer||10 business days|
If you paid by check in Brazilian real, your account balance will be refunded by wire transfer.
If you funded your account using SEPA Direct Debit, you will need to contact Support to initiate a manual refund to your bank account. You will receive your refund in approximately 5 business days after the manual refund is started by our Support team.
Sometimes, we goof, and you end up being overcharged or undercharged. Microsoft Advertising will do what's right to make sure you're paying your fair share. To fix incorrect billing, you may see one of the following: