Raise a billing dispute

Disputes is where you tell us a charge or the traffic behind it looks wrong. Our team reviews it against the billing record and decides. Money that comes back goes to your wallet, as the Invalid Traffic Policy says. This module is in Beta.

Before you start

• You hold the Owner, Admin or Finance permission on the advertiser. Agencies choose the client first.
• The dates are inside the Reconciliation Window: traffic served in a month can be disputed until 30 days after that month ends. The page shows the earliest date you can still dispute.
• You can hold up to 10 open disputes at a time.

Steps

1. Open Disputes and select Raise a dispute.
2. Choose what it is about: invalid traffic, invalid clicks, lead quality, numbers that don't match, a charge that looks wrong, or something else.
3. Tick the line items (up to 20) and set the served dates (up to 62 days). Narrow to particular publishers if you want.
4. Read Our figures for this scope: billed impressions, impressions we already filtered as invalid and never billed, clicks, and what was charged.
5. Describe what happened and what your own data shows, in at least 30 characters. Give an amount if you have one.
6. Attach evidence: screenshots (PNG or JPEG), CSV exports or PDF reports, up to 10 MB each, 5 at most.
7. Select Send dispute.

What happens next

• You get an email with the reference, which looks like DR-7K2QX. We aim to decide within 10 business days.
• If we need more, the dispute shows Waiting on you and you get an email. Answer on the dispute page; attachments are welcome.
• When it is decided you see Accepted, Partly accepted or Not accepted, with a note. Credits appear in your wallet as Dispute credit or Invalid traffic credit. A credit that needs a second approval on our side says so and appears once approved.
• You may appeal once, within 30 days of the decision, from the dispute page. If the appeal is accepted the dispute goes back under review.

How we decide

• Our measurement is the billing record. Your data is evidence we weigh, and a report from a third-party measurement vendor counts when its method is accredited or open.
• Traffic found invalid is credited at what you were charged for it. Nothing is ever credited for clicks or leads: you were not charged for them.
• Credits are wallet credits, not cash refunds, unless the law or an order form says otherwise.

If something goes wrong

• "Traffic served before … can no longer be disputed." The Reconciliation Window for those dates has closed.
• "You already have N open disputes." Wait for a decision before raising another.
• "Line item not found". You can only dispute your own advertiser's line items, or a client's as its agency.
• "Your account is billed by your ad network." Raise it with them.