How to get your money back from facebook

How to Request a Refund on Facebook

By Dan Price

Updated Jul 18, 2022

Know these important details for how to get refunds on items bought through Facebook, Messenger, and Marketplace.

These days, there's much more to Facebook than just poking your friends and sharing photos of your vacation. Facebook has grown to become a thriving and active marketplace. And like any marketplace, there are times when you need to get a refund for something you've purchased.

Unfortunately, the Facebook payment refund process isn't always easy to understand. How you go about getting your money back depends on what avenue you used to make your purchase.

Let's take a closer look at Facebook Messenger refunds, Facebook Marketplace refunds, and more.

Facebook Messenger Payment Refunds

If you've used Facebook Pay to send money in Messenger, Facebook cannot issue a refund.

According to Facebook's own guidance, there is no official method for getting a Messenger refund. In practice, you only have two options available to you:

Ask the seller to return the money.
Ask the seller to decline the payment.

This inflexible policy means Facebook Pay is not a recommended way to pay for items from a seller that you don't know personally. Stick to using the service for sending money to friends and family.

We've written about some of the best ways to send money to friends if you would like to learn about other options.

Refunds for Facebook Page Purchases

Facebook does not process refunds for purchases made on Pages. Instead, the responsibility falls on the seller. This means that you'll need to reach out and contact the person and hope they are amenable to your request.

So, if you have used Facebook's internal payment processing systems to make a purchase through a Facebook Page, here's how to contact the seller to try and get a refund:

Click on your profile in the upper right-hand corner of Facebook and choose Settings and Privacy > Settings.
Select Facebook Pay in the left-hand panel.
Click on the item you want to be refunded.
Choose Contact Seller.
Fill in the popup form.
Hit Send.

Refunds for Facebook Games and In-App Purchases

If you've paid for a game or an in-game item, you first need to be aware that it can take up to four hours for your item to be delivered to your account.

If you want a refund, follow these steps:

Go to Settings > Payments.
Click on the payment in question to make sure it's been processed.
Open the receipt.
Click Dispute and fill in the information.

You can always refund game charges purchased on your account by someone under the age of 18 or if you notice unidentified charges on your account.

Facebook Marketplace Returns Policy

Broadly speaking, Facebook takes no responsibility for the items sold in its Marketplace. The web is littered with stories from people who have received a defective item, only for the seller to delete the listing and remove all traces of the transaction. It is very much a case of "buyer beware".

That said, there is one situation in which Facebook might issue a Marketplace refund—if you used the onsite checkout feature. If you have, your item is covered under Facebook's Purchase Protection Policy. Facebook doesn't offer onsite checkout for all Marketplace items, nor is onsite checkout available in all countries.

Assuming you are eligible, you can start a refund process using Facebook's Purchase Protection if you didn't receive your order, you received damaged goods, if the seller didn't follow their own refund policy, or if the purchase was unauthorized.

Anecdotally, some buyers also appear to have had some success in getting Marketplace refunds if they used PayPal to send the money. Refer to PayPal's terms for more information.

Facebook Group Purchases

If you bought something in a specially designated "Buy and Sell Group", you are not covered by Facebook. The company cannot issue you a refund.

The decision to issue a refund lies directly with the seller. As such, make sure you do due diligence before committing to any purchase.

Get Refunds on Other Apps

Getting a refund for an online purchase can be a tricky process. Unsurprisingly, companies are normally less-than-willing to hand back money once they've got it.

If you used a certain app to make payment, it's worth reaching out to see if you can get a refund. You should also consider contacting your bank.

And remember, never send any money unless you have done as much due diligence as possible.

Stay Safe When Buying on Facebook

Given Facebook's massive user base, it is unsurprising that many scams and fake listings exist. If you are buying from a third-party, stick to people with good reputations in large groups.

And remember, if you need to collect a purchase in person, make sure you do so in a public place during daylight hours.

I Got Scammed on Facebook Marketplace: What Can I Do?

Facebook Marketplace: A Scammer's Paradise

Facebook Marketplace is booming. You can find everything from baby cribs to Gucci bags for sale locally and for a fair price. At least most of the time.

Many Facebook Marketplace users are real people selling legitimate items. Unfortunately, there are also plenty of scammers posing as genuine customers and merchants.

Whether you’re looking to buy or sell, you need to protect yourself from the most common Facebook Marketplace scams.

In this guide, we’ll explain why Marketplace has become such an irresistible target for fraudsters, how to recognize the most common scams, and how you can shop safely without fear of losing your time, money, or items.

Why Scammers Target Facebook Marketplace

Facebook Marketplace is an e-commerce site on which Facebook users can buy, sell, and trade goods.

If you’ve ever used Craigslist or eBay, you’ll feel right at home on Marketplace. Users post items for sale along with photos and relevant descriptions. And because Marketplace connects to Facebook, buyers can also check the seller’s reviews and even see their Facebook profile and shared connections.

Unfortunately, social media isn’t always what it seems. It’s easy for scammers to pose as someone else, use social media takeovers to fraudulently list items, and steal from unsuspecting buyers.

Facebook Marketplace also relies on buyers and sellers directly interacting. Once you contact a buyer, you’ll be put in a chat with them, giving scammers the chance to pressure you into falling for their fraud.‍‍

✅ Take action: If you’ve been scammed on Facebook Marketplace, your bank account, email, and other online accounts could also be at risk. Try Aura’s identity theft protection free for 14 days to secure your identity against scammers.

Don’t Get Scammed: How To Protect Yourself From Facebook Marketplace Scams

Scammers on Facebook Marketplace aren’t just after your money. In many cases, they’ll try to trick you into giving up personal information that they can use to steal your identity, break into your online bank account, or take over your Facebook profile.

To protect yourself from Facebook Marketplace scammers, make sure you:

Don’t fall for too-good-to-be-true deals. Scammers try to bypass your natural defenses by offering deals you can’t pass up. Always remember the golden rule of fraud prevention: If a deal seems too good to be true, it’s probably a scam.
Regularly check your credit report and bank statements. Scammers are almost always after your financial accounts. Check for the warning signs of identity theft — such as strange charges on your bank statement or accounts you don’t recognize. An identity theft protection service like Aura can monitor your credit and statements for you and alert you to any signs of fraud. ‍
Consider signing up for identity theft protection. Aura’s top-rated identity theft protection monitors all of your most sensitive personal information, online accounts, and finances for signs of fraud. If an Instagram scammer tries to access your accounts or finances, Aura can help you take action before it’s too late. Try Aura’s 14-day free trial for immediate protection while you’re most vulnerable.

What are Some Red Flags for Facebook Marketplace Scams?

Buyers aren’t the only ones at risk of Facebook Marketplace scams. Sellers can fall prey to fake buyers looking to get their personal information to use in future scams or even identity theft.

So what should you be looking for if you think the person you're talking to is a scammer?

Here are some red flags for Facebook Marketplace scams:

Sellers offer suspiciously low prices for high-ticket items.
Sellers refuse to meet in person.
Buyers or sellers try to take the conversation outside of Facebook Messenger.
Buyers send you prepaid shipping labels.
A buyer overpays for a product.
Buyers or sellers ask for your phone number.
They don’t have a profile photo.
The seller wants you to pay with a gift card.

Ultimately, the golden rule of shopping safely on Marketplace is that if an item or transaction feels too good to be true, it probably is.

If you notice any red flags, proceed with caution or stop communicating with the user altogether.

💡 Related: The Latest Social Media Scams (and How To Avoid Them) →

For Buyers: Facebook Marketplace Scams to Beware

Buyers are the most common target for Facebook Marketplace scammers. As you browse for your next purchase, beware of these common scams:

Fake seller accounts

Social media is full of fake user accounts. On Facebook Marketplace, fraudsters will create multiple fake Facebook accounts and list the same items at various price points–usually lower than comparable ones to get you excited about a deal.

But once you agree on a price and pay them, the items never arrive.

You might think that it would be easy to spot a fake account, but scammers have gotten more sophisticated in recent years.

In 2019, a Facebook data breach exposed the personal information of 533 million Facebook users from 106 countries.

Many fake accounts were legitimate users at one point who either stopped using Facebook without realizing someone else had access to their account or had their credentials purchased off the Dark Web after a breach.

🔎 If you want to check if your personal information has been stolen by hackers, try Aura’s Dark Web Scanner →

Suspiciously low pricing (aka, the “bait and switch”)

A seller changing the price once you’ve inquired about the item is an immediate red flag.

This scam is also known as the “bait and switch” method. A scammer gets your attention with a low-ticket item and then tries to sell you a more expensive product or the same product at a higher price.

At the first sign of inconsistent pricing, take your money and run.

💡 Related: Avoid These 8 eBay Gift Card Scams At All Costs →

Offering giveaways that are too good to be true

Some Facebook Marketplace scammers will try to get your personal information by offering a giveaway–such as for luxury items or cryptocurrency.

Scammers will send you a phishing link to “enter” the giveaway and then capture your Personally Identifiable Information (PII) and/or get you to download malware and viruses onto your computer. Malware gives scammers access to your personal information, such as bank accounts and passwords.

Some giveaways may be genuine. So how can you tell if the one you're look at is a scam?

There are several warning signs of fake giveaways to beware of:

The account is new or not connected to a business profile.
There are spelling and grammar mistakes in the giveaway information.
The giveaway asks you to complete several tasks first.
You are asked for personal information upfront.

Facebook does not verify outbound links, so users can include any link in a giveaway post. Be cautious about clicking giveaway links out of the Marketplace.

Related: What Is the Google Voice Verification Code Scam? →

Selling faulty or poor condition items

Facebook Marketplace is full of discounted items from sellers. Some are in excellent condition, while others are not.

Usually, the scammer will describe items like game consoles as being in great condition. It’s only after you’ve paid for and received the item that you realize it’s not as described.

Scammers may also sell clothing or purses they’ve created themselves and try to pass these off as high-end brands. You’ll find out that the items are fake too late, and the seller is long gone by then.

✅ Take action: If scammers get your financial information from a Facebook Marketplace scam, they could break into your online bank account. Try an identity theft protection service to monitor your finances and alert you to fraud.

Demanding to mail items

Sometimes the best deals aren’t within driving distance. But any time you buy an item without seeing it in person first, you run the risk of getting scammed.

Use Facebook Marketplace filters to check for items that are closer to you. When you meet up with a seller, make sure it’s in a safe, public space and that other people know where you are and who you’re meeting.

If you’re absolutely set on buying an item that needs to be shipped, request a tracking number and pay with a service like PayPal. This way, you can contest and sometimes even reverse fraudulent transactions.

Related: Scammed on PayPal? Here's What To Do →

Posting phony house rentals

Facebook Marketplace has become one of the best places to find rental properties. Unfortunately, not all listings are legitimate.

Scammers will post fake or misleading photos, change the rental price once you’ve committed, charge illegal fees for background checks, or even post rentals owned by other people.

Facebook Marketplace rental scams are especially dangerous for people moving to a new state. Scammers can gain access to a property and conduct video “tours” to make you feel safe. Then, they’ll ask for deposits or personal information and disappear.

Whenever possible, visit the property yourself or have someone you know confirm it for you.

💡 Related: The 6 Latest Rental Scams To Watch Our For →

Requiring deposits or prepayment

You should never agree to send a deposit or pay for an item before receiving it.

Scammers may tell you that an item is getting a lot of attention and they need you to send a deposit to “hold” it. Unfortunately, they might be telling the same thing to tens or even hundreds of other people, collecting deposits and stringing you along until someone catches on.

Asking you to communicate outside of Facebook Marketplace

Both buyers and sellers should stick to Facebook Marketplace as much as possible.

Scammers will want to quickly move you to a communication method that can’t be monitored or tracked, like a phone call or other chat tool. This way, you won’t have a record of what happened when they scam you.

💡 Related: Watch Out For These 7 Awful OfferUp Scams →

For Sellers: How to Stay Safe While Selling on Marketplace

Sellers should be just as cautious when selling their goods on Facebook Marketplace.

As you interact with potential buyers, beware of these common scams:

Using stolen credit cards for payment

With this scam, a buyer will purchase your items but send you payment through an app like Venmo or Zelle. Unfortunately, they’re using stolen credit cards.

When the credit card is reported as stolen, the payment gets reversed. You get nothing, and the item is gone. Worse still, you may have to pay off the credit card debt.

This scam is especially insidious as it can even happen to sellers who meet buyers in person.

Always receive payments through Facebook Marketplace’s approved channels: cash, PayPal, or Facebook Checkout. Methods like Cash App, Venmo, and wire transfers are not recommended.

Related: Did You Get Scammed on Cash App? Here's What To Do →

Sending extra money and then asking for a refund

Buyers use counterfeit funds, fake checks, stolen cards, or fake PayPal accounts to send more than the amount listed for the item and then claim it was a mistake and request a refund.

You’ll be forced to return the overage amount, but the actual funds will never end up in your possession. The fraudster pockets the money, and you’re left to deal with the repercussions.

Sending you a prepaid shipping label

This scam happens when buyers offer to send you a prepaid shipping address label. They claim that they have a preferred shipping method and will pay for shipping. But since they’ve provided the tracking label, they can change the destination of their package.

Once you’ve sent the package out, the buyer calls the delivery company and changes the shipping address. Then, the buyer contacts you saying they never received the package.

You have no record of the tracking information, so there is no way to prove they received the package.

Related: The Latest UPS Text Message Scams You Need To Know →

Requesting verification codes to "prove" you're legitimate

One of the most recent scams targeting Facebook Marketplace scammers involves fake buyers asking for "verification codes" in order to prove you're not a scammer. In reality, the fraudster is trying to take over your Google Voice account — and only needs the verification code sent to your phone to do so.

If you provide them with the code, fraudsters can use a phone number tied to your name to commit crimes or scam other people.

Remember: Never provide authentication codes to anyone. Even company representatives will not ask for these.

💡 Related: How To Avoid the Google Voice Verification Code Scam →

Asking you to ship before they pay

With advanced shipment scams, buyers insist on sending payment only after the item has shipped. They may say they want to make sure the item works or that they’re waiting for a check to clear. But they’ll disappear soon after receiving the package.

To protect yourself and your merchandise, only send shipments after receiving payment.

💡 Related: The 14 Latest PayPal Scams (and How To Avoid Them) →

What To Do If You Get Scammed on Facebook Marketplace

If you suspect you’ve been scammed on Facebook Marketplace, don’t panic. Depending on your situation, you may be able to request a refund.

Before contacting Facebook, start by contacting local law enforcement to alert them of the crime. You should also notify the Federal Trade Commission (FTC) and Internet Crime Complaint Center.

Once you’ve alerted the authorities, turn your attention back to Facebook. Thankfully, Facebook is aware of the rise in scammers and has created a Purchase Protection policy to protect buyers.

The Facebook Purchase Protection policy covers the following situations:

You failed to receive your order.
The product was damaged or different from the listing.
The seller didn’t follow Facebook’s refund policy.
The purchase was unauthorized (i.e., you can prove that your account was hacked or someone else made the purchase using your account).

If you attempt to contact the seller and get no response, you can contact Facebook and request a refund. You should also report the buyer or seller as a scammer to alert Facebook of the misconduct.

To report a person on Facebook Marketplace, navigate to the Marketplace icon on the left side of your screen. Find the listing of the person you want to report, and select the seller’s name. Select the “More Options” button and choose “Report Seller.” Follow the on-screen instructions to complete the report.

You’ll be asked to provide evidence of the scam. If Facebook takes your side, the seller’s account will be blocked and they won’t be able to log-in.

Pro tip: Not all items are covered by Facebook’s policy. If you’re feeling uneasy about a purchase, check whether you’re covered first.

✅ Take action: Protect yourself from the risks of identity theft and fraud with Aura’s $1,000,000 in identity theft insurance. Try Aura free for 14 days to see if it’s right for you.

How To Protect Yourself From Facebook Scammers

The Facebook Marketplace is just one of the many places where scammers can target you. It’s important to always beware of who you’re interacting with on online marketplaces and how scammers target you for identity theft and fraud.

Follow these tips to protect yourself from online scammers:

Enable two-factor authentication (2FA) on Facebook and all other online platforms. This means that anyone trying to hack your account will need a special code to log-in. Unfortunately, 2FA can be hacked if someone has access to your phone or digital device. A better option is to use an authenticator app like Google Authenticator or Okta.
Thoroughly inspect all products before purchasing them. Check for damages and make sure electronic devices power on and work as expected.
Meet with the buyer/seller in a well-lit, public place. Bring a friend or make sure someone knows where you’re going and who you’re meeting.
Look at user ratings before making a purchase. Check their profiles for anything that looks suspicious like strange posts and long gaps between activity.
Set up fraud alerts on your credit card and bank accounts. If someone has accessed your banking information through a social media scam, you’ll know in near real-time that you’re the victim of fraud.

Pay in cash, or use trusted payment methods. Remember, even checks can be faked. If you use PayPal, don’t select “friends and family” payments either, as it will negate your protection.
Keep track of conversations with the buyer/seller. Stay on Facebook Marketplace so that it’s easy to track conversations if you end up getting scammed.
Beware of buyers willing to purchase your product without seeing it. It may seem like an easy transaction, but chances are they’re just trying to scam you.
Never ship before receiving payment. Use a Facebook-approved online payment service like PayPal or Facebook Checkout so both you and your buyer feel safe.
If a seller seems suspicious, Google their email address. If it’s associated with other suspicious websites or listings, it’s a scam.
Immediately decline any overpayments. Never send “refunds” to buyers who claim to have accidentally sent too much.
Protect your devices from malware and viruses. If you accidentally open a spam link, you’ll be protected from viruses trying to access your personal information.

💡 Related: How To Recover a Hacked Facebook Account →

Buyers and Sellers Beware of Common Marketplace Scams

As you shop or sell online, be on the lookout for signs of scams and take action immediately.

Remember, if a situation seems too good to be true, it most likely is. Scammers prey on your desire for deals to steal information, money, or items. But by following these tips, you’ll be in a better position to keep yourself safe.

If a scammer does get access to your account, steals your credit card information, or sends you a malware link, make sure you’re protected.

Aura scans your credit and bank statements for suspicious behavior and alerts you 4x faster than any other fraud monitoring services. We also block malicious sites and protect your computer from malware so identity thieves can’t get access to your information.

Ready for ironclad identity theft protection?

Try Aura 14-days free.

how to return money to the card

Advertising on the Facebook platform can be fraught with unpleasant moments. The most common dissatisfaction on the part of business account holders is payment failure or overspending.

In this article we will try to answer whether it is possible to return money on Facebook, and what needs to be done for this.

Contents:

Reasons for a refund
How to get a refund
Where funds are returned

Reasons for the return of money

Marketer's erroneous actions . The person incorrectly set the amount of the advertising budget.
Technical failure in the browser.
Traffic was consumed by bots .

The reason for contacting technical support must be objective. To return the money, you need to have the necessary evidence.

Important : Facebook will not return the funds only because of the failure of the advertising campaign. nine0003

In the advertising account, you can see if there was an error in payments. This can usually be seen in the large amount of expenses. It stands out noticeably among correctly executed payments.

In such a situation, Facebook can meet halfway and help solve the problem.

Example. The statistics may show the following picture: you can see a large number of page visits, but they all last less than a second. There are no bots here. So, the budget was spent inappropriately. Screenshots with statistics can become direct evidence when contacting technical support. In this case, Facebook will return the funds spent. nine0003

How to return the money

There is only one way to do this - a letter to technical support.

Important : there is no clearly defined regulation in such situations. Everything is decided individually. You need to politely and forcefully state the situation and your requirements. And hope for the indulgence of the support staff.

Procedure:

Describe the situation in a letter.
It is better to write in English - this will increase the speed of consideration of the application. The specialist does not have to translate the text to understand the reason for the appeal. The tone of the letter should be polite and correct. nine0012
Follow the link and apply.

Be prepared to receive a standard response that will take several days to review. But it can be accelerated: constantly remind about the problem that has arisen. Appeals are reviewed by different specialists, that is, there is a human factor. Perhaps you will be lucky, and the letter will reach a person who will not remain indifferent to your problem.

Important : if the response from technical support comes in English, it is better to switch to the English version of Facebook. Then the screenshots will also be in English, and the employee will understand you faster. nine0003

Specialists often ask for contact information via WhatsApp or Viber. If an employee calls to clarify the details, it is better to negotiate in English.

A word of advice : if you see constant debits from the card and do not agree with them, then contacting the support service will not help. The reason must be sought in the specified settings and functions that you have connected by mistake. If the reason for the deductions remains unclear, then it is better to unlink the means of payment or temporarily block the card until you get an answer to the question “Where is the money going?”. nine0003

If an ad account is blocked by Facebook for violation of the rules (prohibited content, the target site advertises prohibited goods or services), a refund is not possible.

Where the funds are returned

If Facebook has decided to return the money, you will receive a corresponding letter. It will show the refund amount. Funds will go to the balance in the advertising account. This may take several days.

If you want the money back on the card, you should contact the bank. There you need to file a request for a refund. The reason is that you did not give your consent to this operation. After that, the bank will contact the payment system, and further proceedings will take place between them. nine0003

How to get back the money spent on advertising?

Today you will learn how to recover the costs of your advertising account on Facebook and Instagram through official support.

What could be the reasons for such unplanned expenses:

trembling hand;
accidentally put an extra zero in the advertising campaign budget;
Browser glitch;
any other spontaneous factor.

This money can be returned to your card, and the official support of Facebook and Instagram will help with this. It's real and we'll tell you how to do it. nine0003

In order to make this as clear as possible, we will consider an application case. During the five-year practice of working in our agency, there were only three such cases - when the specialist did not want to, but spent a couple of hundred dollars in a couple of days. In two cases out of three, we returned the money through support. In the third case, we compensated the costs from our own pocket. Our jamb means that we should also pay.

Publishing a screenshot of the advertising account where such an error occurred. In the fourth line from the bottom, you can see the anomaly. The average spend in the advertising account is from 13 to 40 dollars per campaign, and here we see 450 dollars. Obviously, this is a mistake and, after talking with the customer, it is worth writing to support. nine0003

How to contact Facebook support to return advertising funds

The screenshot shows that this is a regular correspondence, where we write the reason for the request, describe how the error occurred and indicate the id of the advertising account. The support employee once again made sure that the id of the advertising account was correct and replied that he needed to contact the higher management and send your request to the appropriate department.

After the appeal, support usually takes a time-out for reflection and at this time it is very important not to remain silent, but to write and remind about yourself. Do not expect that after the first appeal, the sympathetic guys from the other side will solve your problem. nine0003

This is the second screen where we write again and ask for an update on our advertising account. They answer us that they sent a response to our request (but we did not receive it).

And after some time - another screen. Here we created an additional ticket, to which we received a response that there really was a similar appeal and we should expect a response on the first ticket.

Sometimes such communication can last for days, and sometimes for whole weeks. Specifically, in this case, the correspondence with support lasted two weeks, and at the end of the period we received the following letter. nine0003

The content of the letter is extremely simple - we are told that the application was successfully considered and the amount of $417.24 is returned to the advertising account with the specified id. This is exactly what we did not want to spend. Not a cent was lost. The only caveat is that we lost two weeks and tickled our nerves a little.

IMPORTANT: This tool should definitely not be abused. If your advertising campaign failed and you did not get the expected results, you do not need to write to support every time asking for a refund. nine0003

How to contact support directly

Here is a link to live Facebook and Instagram support. On the page, you need to scroll to the "Start" button.

After that, you need to select the subject of the appeal and the method of contacting support:

via chat in Messenger;
via email.

If Facebook support is not working at the time of contact, the button will be inactive. By the way, sometimes support representatives can call you on Viber and speak in a normal human voice, often in English. By the way, recently, Russian-speaking specialists have appeared in support who will definitely understand your appeal. nine0003

IMPORTANT: If you are not an active advertiser on Facebook and do not spend money on your advertising account, there may not be a button on the link, and, accordingly, the ability to contact support. This is logical, because Facebook wants to communicate with real advertisers.

What will make it easier to communicate with Facebook support?

If support has written to you in English, take screenshots from the advertising account in English as well.
Learn more