I don't know if it's unfortunate that I was the victim many times or lucky that yahoo/overture did respond. It does take time and if you are platinum your account manager can be of great help expediting to a degree. I just got notice of more than $14,000 in suspicious clicks were returned to an account of mine, so yes there is a Santa.
Thanks natim for the response.
You say "it does take time" - but over a month?
I have found that whether or not you get a refund depends on how much you spend.
In my days as a Gold advertiser, I contacted yahoo search marketing and asked them to investigate what I believed to be a large amount of "unusual click activity" coming from one source. After their investigation, they granted me a substantial refund based on the information I'd provided.
Months later, after I had decresed my spending on yahoo to the point where I was no longer a gold advertiser, I noticed the same "unusual click activity" coming from the same source...basically a complete duplicate of my original claim. I called ysm again, and again they launched a lengthy investigation.
They sent me a form email denying my claim and making statements about my account setup that showed that whoever was responsible for the email had never actually been inside my account. I called up and asked what the heck was going on and was told the email was sent in error, and to check my email the next day. Next day, no email. I call back, now it's a different story from my account rep, who transfers me to their click fraud team, who gives me yet another story. I'm then told to pull my raw logs and send them in. I have my programmer pull them and I call to ask where to email or upload them to and am then told that they have no use for my web logs.
The entire process was a joke, and is why I now keep my dealings (and spending) with YSM to a minimum.
yeah i tried it once and it took them a month to get back to me. I didnt get a refund in the end, i guess I dont spend enough with them!
I've seen refunds take 2+ months (I've requested a few on behalf of clients). IMO it pays to be persistent.
louponne - right now it appears that everything with yahoo search is overwhelmed. This last time it was about 6 weeks for the refund. Good luck.
I just submitted a report too - I hope for a decent outcome
CALL, CALL, CALL! They will get sick of hearing from you and process your refund. That is what I did.
Ref: call call call....
This approach did not work for me. I figured I was owed about $700 dollars in bogus clicks.
All my hits in one category came from (NYCGROUP hosted URLs) per the whois database.
The subject category is, "WAS" costing average .65 cents per hit.
The gold team/fraud dept offered me $7 dollars.
I'm waiting for good old yahoo to give me a URL blocking tool since I'm still unable to opt out of this nycgroup of bogus sites killing my budget since May 2006...
Was it May 2006 that MSN parted ways with Yahoo/Overture?
I got a refund and a nice email
They didn't admit to any fraud clicks - just a friendly refund :)
Yes, be persistent. Everytime i have noticed unusual activity i have received a credit, whether it took 2 months or 4. Just keep following up with your rep or call customer solutions as they will follow up for you.
IMO, credits are usually deemed neccessary when you are a respectable & valued client. Otherwise, the amount of the credit then becomes the determining factor based on my experience.
Definitely audit your PPC monthly or bi-monthly & aggregate all your invalid or suspicious clicks. Anything over $1,000 & Yahoo will take you very seriously.
Hope that helps!
If your data is clear and convincing, you'll get a credit. Just persist until you get a response. In my experience (competitor click fraud), it's usually 3 to 6 weeks before the credit appears. One thing I've noticed is as the volume of 'invalid clicks' decreased, I've often had to appeal an initial refusal. So it's been easier to receive a $6000 credit, than a $600 credit.
I sure wish Y! would filter Tor/proxy traffic, and stop this nonsense on the front-end!