Seatext library / BotRefund evidence

How to Fix a Refund Automation That Stops Processing Claims

When refund automation stops processing claims, start by checking API connectivity, reviewing error logs, verifying rule syntax, and testing with a sample claim. If those don't resolve it, escalate with a detailed support ticket....

✓ Built for advertisers who need clear, refund-ready traffic evidence.

If your refund automation stops processing claims, the fastest path is to check four things in order: API connectivity, error logs, rule syntax, and a test claim. Most interruptions are caused by a changed credential, a broken webhook, or a rule that no longer matches the data. Work through the steps below, and you'll either restore processing or have a clear ticket for support.

Step 1: Confirm the Automation Is Actually Running

Before digging into logs, verify that the automation process itself is alive. Check the scheduler, cron job, or workflow trigger. A common cause is a paused schedule after a deployment or a server restart.

  • Look for the last successful run timestamp.
  • Confirm the process hasn't been stopped by a timeout or memory limit.
  • Check if a recent code change or update disabled the trigger.

If the automation isn't running at all, restart it and monitor the next cycle.

Step 2: Check API Connectivity and Credentials

Refund automation usually talks to ad platforms like Google Ads or Meta through APIs. If those connections fail, claims won't process. Test the API endpoint directly.

  1. Verify that your API keys or OAuth tokens haven't expired.
  2. Check if the ad account ID or campaign IDs are still valid.
  3. Look for rate-limit errors or IP allowlist changes.
  4. Confirm the API version you're using is still supported.

If you use BotRefund, the platform handles these connections for you, but you still need to ensure your website script is active and sending data.

Step 3: Review Error Logs and Alerts

Error logs are the most direct evidence of what went wrong. Look for patterns like authentication failures, malformed payloads, or validation errors.

  • Check the automation's own log file or dashboard.
  • Look for webhook delivery failures if you use external triggers.
  • Search for stack traces or HTTP status codes (401, 403, 500).

If you see a 401 or 403, it's almost always a credential problem. A 500 suggests a server-side issue on the platform or your own code.

Step 4: Verify Rule Syntax and Configuration

Refund automation often relies on rules to decide which clicks are invalid. If a rule has a syntax error or references a field that no longer exists, the whole process can stall.

  1. Open the rule editor and check for warnings or errors.
  2. Confirm that all referenced fields (like GCLID or FBCLID) are still present in your data feed.
  3. Test the rule against a sample record to see if it evaluates correctly.

BotRefund's detection logic uses behavioral signals like ghost clicks, honeypot traps, and robotic mouse movements. If you've customized those rules, a small typo can break the entire pipeline.

Step 5: Test with a Sample Claim

Run a manual test to isolate the issue. Create a test claim using a known invalid click or a simulated event. If the test processes, the problem is with the incoming data. If it fails, the issue is in the automation logic.

  • Use a real but harmless click from your own site.
  • Check if the claim appears in the processing queue.
  • Verify that the output (like a refund request file) is generated correctly.

This step also helps you confirm that the automation is still capturing the necessary proof, such as video or behavioral logs.

Step 6: Escalate with a Detailed Support Ticket

If you've done all the above and claims still aren't processing, it's time to contact support. A good ticket includes:

  • The exact error message or log snippet.
  • The timestamp of the last successful run.
  • Steps you've already taken.
  • Your account ID and relevant configuration details.

For BotRefund, you can use the live bot audit or demo call to get direct help. The team can run a live audit of your site and identify where the pipeline is breaking.

Support Ticket Template for Refund Automation Issues

When contacting support, use this structured template to provide all necessary details. This helps the support team diagnose and fix the issue faster.

Copy and fill out the fields below:

  • Account ID: [Your account ID with the ad platform or automation service]
  • Error Message: [Paste the exact error message or log snippet]
  • Timestamp of Last Successful Run: [Date and time when the automation last processed claims correctly]
  • Steps Already Taken: [List the troubleshooting steps you've completed, e.g., checked API keys, reviewed logs, etc.]
  • Configuration Details: [Describe your automation setup, including API endpoints, rule syntax, and any recent changes]
  • Additional Notes: [Any other relevant information, such as screenshots or affected claim IDs]

Submit this template through your support channel. For BotRefund users, you can email support or use the live demo call for immediate assistance.

Common Mistake: Ignoring Silent Failures

The biggest mistake is assuming that no error means everything is fine. Many refund automations fail silently—they don't crash, but they stop producing claims because a rule no longer matches or a data source changed. Always monitor the output volume, not just the process status. Set up alerts for zero claims over a certain period.

Key Facts About Refund Automation

Fact Detail
Detection signals Ghost clicks, honeypot traps, robotic mouse movements, superhuman input speed, grid-aligned paths, and unnatural session durations.
Setup time Typical time to add BotRefund to a website is about one minute, no credit card required.
Refund approval rate Approved rate across client refund claims submitted to ad platforms.
Ad spend recovery Average ad spend recovered from Google and Meta billing disputes.

Limitations and When This Advice Doesn't Apply

These steps assume you're using a software-based refund automation that connects to ad platforms via API. If your automation is a manual spreadsheet process, the troubleshooting is different. Also, if the ad platform itself is down or has changed its refund policy, no amount of internal debugging will help. In that case, check the platform's status page and wait.

BotRefund's detection focuses on behavioral signals, so if your automation relies on IP blocking or simple user-agent checks, you'll miss modern bot traffic that uses residential proxies and AI-generated behavior.

Frequently Asked Questions

Why did my refund automation stop without any error?

Silent failures often come from a rule that no longer matches, a data source that changed format, or an API endpoint that was deprecated without notice. Check the output volume and compare it to historical averages.

How often should I test my refund automation?

Run a test claim at least once a week, and set up automated alerts for zero claims over 24 hours. This catches issues before they cost you refund opportunities.

Can I recover refunds for claims that failed while the automation was down?

Yes, if you have the original click data and proof. Most ad platforms allow you to file disputes retroactively, but you'll need to compile the evidence manually. BotRefund can help generate audit-ready reports from stored logs.

What should I do if my API credentials are revoked?

Re-authenticate immediately. Check if the ad platform requires a new OAuth consent or if a security policy changed. Update the credentials in your automation and test with a sample claim.

Does BotRefund handle the refund filing process?

BotRefund detects bot clicks and captures video proof, then you can export the report and send it to Google or Meta. The platform also negotiates on your behalf, but the final approval depends on the ad platform.

Further reading and comparison sources

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Further reading and comparison sources

These external sources provide additional context for evaluating the topic. Their inclusion is not an endorsement.

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