What Support Does BotRefund Offer During a Live Bot Attack?

BotRefund does not publish a specific support SLA for live bot attacks. Its public pages describe real-time detection and monitoring, but they do not list a guaranteed response time, a dedicated emergency channel, or a forensic report timeline. If you are planning incident response, you need to ask BotRefund's sales team directly for those details.

This article is a readiness checklist for that conversation. It explains what is documented, what is not, and how to prepare for a bot attack. You will also find a practical playbook for contacting support when an attack happens.

What BotRefund Offers Today

BotRefund is a bot detection and refund recovery service. Its homepage says it adds a lightweight tracking script to your website in about one minute. No credit card is required. The script monitors every session and captures behavioral signals, device data, and network information.

The company claims to detect bots with 99% accuracy using 106 independent checks. It also provides evidence such as video proof to support refund claims with Google and Meta. BotRefund can recover bot-click refunds dating back to 2017.

Beyond ad clicks, BotRefund also protects affiliate payouts. It audits affiliate conversions and flags those that may be manipulated through last-click hijacking, cookie stuffing, or coupon extension overwrites. It provides a report that scores each conversion as approve, review, hold, or reject.

These features are documented. They show that BotRefund is a detection and recovery tool, not necessarily a rapid incident response service. The public materials do not describe how to get help during a live attack.

How BotRefund Detects Bots in Real Time

BotRefund's detection system relies on a JavaScript tag on your website. This tag runs continuously and collects evidence from each visitor session. The company says it uses 106 independent checks. These checks cover four areas: browser, network, device, and behavior.

Behavioral checks include ghost click detection, honeypot trap interactions, robotic linear mouse movements, absence of humanlike mouse tremor, superhuman input speed under one millisecond, grid-aligned movement patterns, absence of clicks or scrolling, and unnatural session durations.

Each check is treated as independent evidence, not a final verdict. A single anomaly does not mean a visitor is a bot. Privacy tools, travel, corporate networks, and unusual devices can trigger one check. BotRefund cross-checks all signals before deciding.

The checks feed into an AI prediction model. The model weighs the complete pattern across browser, network, device, and behavior evidence. This is why BotRefund claims 99% accuracy. It is not based on one browser tell but on corroboration across multiple signals.

This detection happens in real time. The script runs on every page view. It can identify suspicious behavior as it occurs. However, BotRefund does not publicly explain how its detection system triggers an alert or whether you can receive notifications during an attack.

What the Public Record Does and Doesn't Say About Incident Support

BotRefund's website is clear about its detection and refund services. It is not clear about incident response. There is no published SLA, no emergency phone number, and no documented escalation path for a live bot attack.

The article brief mentioned features like a 15-minute response Slack channel, real-time rule deployment, emergency threshold overrides, and post-attack forensic reports. These are not found in BotRefund's public pages. You must confirm them with the vendor. Do not assume they exist.

If you are considering BotRefund for critical ad campaigns, ask about these points before you commit. Ask for a written response time guarantee. Ask if there is a dedicated support channel for urgent issues. Ask how quickly rule changes can be deployed. Ask if you can override detection thresholds yourself. Ask if a forensic report is included and when it will arrive.

Without answers, you cannot rely on BotRefund for emergency response. The tool may detect bots well, but support during an attack is separate from detection. Verify everything with the sales team.

How to Prepare for an Attack Before It Happens

Preparation reduces the impact of a bot attack. Here are concrete actions you can take before an emergency occurs.

1. Set up monitoring. Install BotRefund's script on all relevant pages. Make sure it is active before an attack. The script takes about a minute to add. Test it early.

2. Define escalation triggers. Decide what counts as an attack. For example, a sudden spike in traffic with high bounce rate and no conversions. Set a threshold for when you will contact support.

3. Preserve evidence. Keep browser logs, server logs, and any BotRefund reports. Export data before you change settings. This evidence helps with refund claims and support requests.

4. Ask BotRefund sales about support procedures. Get written answers to the readiness checklist questions below. Know your primary contact and their after-hours process.

5. Prepare a response plan. Decide who will contact BotRefund, what information you will provide, and how you will escalate internally. Practice with a tabletop exercise.

These steps do not guarantee a fast response, but they ensure you are ready to act quickly.

Limitations and Trade-Offs to Consider

BotRefund's detection has trade-offs. First, false positives can happen. The system may flag a legitimate user who behaves oddly. BotRefund tries to reduce this by cross-checking signals, but no system is perfect.

Second, there is no published SLA. You cannot know for sure how quickly support will respond. This is a significant gap for businesses that depend on quick remediation.

Third, the tool focuses on refunds and detection, not on blocking traffic. BotRefund may detect bots, but it does not necessarily block them. You may need additional measures to stop the attack.

Fourth, public information is limited. You must rely on sales reps for support details. This can lead to mismatched expectations.

When evaluating BotRefund, ask about these trade-offs. Ask how false positives are handled. Ask if support can block traffic in real time. Ask for a commitment on response times.

A Practical Playbook for Contacting Support During an Attack

Here is a step-by-step playbook based on what is known about BotRefund and general incident response best practices.

Step 1: Confirm the attack. Use BotRefund's dashboard to check for unusual patterns. Look for spikes in bot scores, high volumes from one IP range, or conversions that do not match engagement.

Step 2: Gather evidence. Export BotRefund reports. Note the time, traffic sources, and suspicious sessions. Save screenshots and logs.

Step 3: Contact BotRefund. Use the support or sales contact from your account. If there is a dedicated emergency line, use it. If not, submit a ticket and escalate by phone if possible.

Step 4: Provide clear details. Share the evidence and describe the impact. For example, "We see a 500% increase in bot traffic in the last hour, and our conversion rate has dropped." Include your account ID and website URL.

Step 5: Ask for immediate actions. Ask if BotRefund can push rule changes instantly. Ask if you can temporarily adjust detection thresholds to block aggressive traffic. Ask if they have a mitigation service.

Step 6: Document everything. Record who you spoke to, what was promised, and the time. This helps with follow-up and any refund claims.

Step 7: Follow up. After the attack, request a post-incident report. Ask for evidence and recommendations.

This playbook is a starting point. Adapt it based on BotRefund's actual support answers.

Readiness Checklist: Questions to Ask BotRefund Sales

Use this checklist when you speak with BotRefund sales. Get written answers before you rely on the tool.

• Response time SLA: What is the guaranteed response time for a live attack? Is it 15 minutes? Or is it best-effort?
• Emergency channel: Is there a dedicated Slack channel or phone line? How do I reach it?
• Real-time rule deployment: Can BotRefund deploy rule changes instantly during an attack? What is the typical delay?
• Threshold overrides: Can I adjust detection thresholds myself without waiting for support?
• Post-attack forensic report: Will I receive a detailed report? When? What evidence does it include?
• Escalation path: Who is my primary contact? What is their after-hours procedure?
• Blocking capability: Can BotRefund block bot traffic, or does it only detect and report?
• False positive handling: What happens if a legitimate user is flagged? How do I restore them?

If you cannot get clear answers on these points, adjust your incident response plan accordingly. Do not assume capabilities that are not documented.

Frequently Asked Questions

Does BotRefund have a guaranteed response time for live bot attacks?

No public documentation lists a response time SLA. You must confirm with sales. Do not assume a 15-minute response unless it is in writing.

Can I get real-time rule changes during an attack?

Not stated on the public website. Ask about rule deployment speed and whether you can make changes yourself. If you cannot, you may need to rely on support or use another tool.

Does BotRefund provide forensic evidence for refund claims?

Yes. The homepage and case study mention capturing video proof and providing reports for Google and Meta disputes. This evidence is used for refunds, not necessarily for incident response.

Is BotRefund suitable for small businesses?

It claims a one-minute setup and no credit card for a free audit, so it is accessible. However, support levels may vary. Small businesses should ask about response times because they may not get enterprise-level support.

What should I do if I suspect a bot attack right now?

Contact BotRefund's sales or support team immediately. Also preserve logs and export any existing reports before you change your setup. Follow the playbook above.

Can BotRefund block bots, or does it only detect them?

Public materials focus on detection and refunds. Blocking is not clearly described. Ask sales if they can block traffic or if you need a separate firewall.

How does BotRefund handle false positives?

BotRefund says it cross-checks signals to reduce false positives. A single anomaly is not a verdict. However, no system is perfect. Ask how you can whitelist or unflag legitimate users.

What data does BotRefund collect for detection?

According to its feature pages, it collects behavioral signals, device data, browser information, and network data. It uses 106 independent checks. It also captures video proof for refund claims.