Facebook Overspend Bug Refund Instructions

On the night of 3/27/22, Facebook began returning minimum budgets in an inconsistent format.

As a result, campaign ad set budgets were re-set with inflated budgets, causing all affected campaigns to quickly burn through the total campaign budget before being auto-paused by our system, well before their scheduled end dates.

Here’s what we can do to fix this:

On one end, we’ve already notified Facebook formally via a developer ticket & through our partner rep to refund your campaign overspend.

On the other end, we recommend that you submit a ticket for your campaigns. We’re including specific instructions below which include the total overspend, total overspend by campaign, campaign ID, and recommended language below. We also created this video that walks though these steps as well.

Note: You’ll need to do this process for each respective ad account that was affected.

Note: We are also doing this on your behalf in a separate ticket with Facebook but want you to file a ticket as well.)

STEP 1: Visit Facebook's Ads Payments Inquiry page.

STEP 2: Select the ad account that was charged with the overspend.

If the overspend occurred on multiple ad accounts, you'll need to follow these instructions for each ad account and submit a separate refund request for each one.

STEP 3: Select "I have a question about a payment" and choose the payment that corresponds to the ads that ran for the affected campaigns.

STEP 4: Select "Process a refund or clear my outstanding balance".

STEP 5: Select "An ad spent more than expected" for the refund reason.

STEP 6: Enter your refund amount (or the amount that was overspent).

Desired refund amount:

"<Ad Account> <Refund Amount>

<Ad Account> <Refund Amount>

Etc."

STEP 7: In the "Description" field, enter the following:

“Dear Facebook Team,

My ad campaigns spent well over their intended amount due to a bug referenced in this ticket: https://developers.facebook.com/support/bugs/312169314348474/

Facebook began returning incorrectly-formatted minimum budget values from their marketing API, causing minimum budgets to get set approximately 100 times higher than they should have.

Here are the respective ad campaign IDs and overspend values:

<Campaign ID 1> // <Overspend Value 1>

<Campaign ID 2> // <Overspend Value 2>

etc.

Thank you for your help.”

Step 8: Ask Facebook for a CASE ID or unique identifier for your ticket.

Step 9: Provide our team with your CASE ID.

This will allow us to follow up with Facebook on your behalf for your refund.

Please let us know if you have any questions or run into any issues with your refund request by contacting [email protected]. Remedying this unfortunate situation is a top priority and we want to make sure that you reach an acceptable resolution here.