Yahoo! JAPAN Ads

Yahoo! JAPAN Ads Help

How to get a refund with or without ad account cancellation

*Display Ads (Guaranteed) are available for official agencies.

This page describes how to get a refund in two ways: with or without ad account cancellation.

Note
  • You must have "Tool administrator permission" to request a refund.
    Learn more about account access.
  • Special adjustments (such as promotional codes or coupons) can't be refunded. They appear in the Billing transaction detail.
Tips
If you accidentally made a payment to a different ad account in your company, you can transfer the ad account balance.
Learn more about_Fund transfer across accounts.
_Process
Refund without ad account cancellation

Get a refund while keeping your ad account.
You can select from "Full account balance" or "Specified amount."

When you select a full account balance, the amount will include the "Estimated consumption tax" (for domestic accounts). SeeRefund request.
*We may not able to take your request depending on your ad account status.

Example of getting a full-account-balance refund:
  • You made a payment by an accident, and you want to keep the ad account.
  • You want to temporarily stop the account, but you will use it in a year.
  • You have a budget for a certain period and need to separate the budget.
Example of getting a specified-amount refund:
You made a payment with the wrong amount and need to adjust it.
Refund with ad account cancellation

Get a refund including estimated consumption tax (for domestic accounts) by canceling the account.
See Cancel account

Example
  • You don't use the ad account anymore.
  • Your ad creative violates the Advertisement Editorial Guidelines.
  • You may use the ad account in the future but not soon.
  • You will outsource the account management to agencies.
  • The service that you have been using was sunset.
  • It's very difficult to prepare official documents for personal identification.

Refund request

When you need to get a refund without an ad account cancellation, send us the following information through the inquiry form. If you can't send a request through it, email us at:_yads-support@mail.yahoo.co.jp

Information we need to know to process refund

- Your Account Display Settings: [On] or [Off]
*Please delete the status that does not apply.
- Service you wish to be refunded: [Search Ads] or [Display Ads]
*Please delete the service that does not apply
- Account ID:
- Account name:
- Administrator's name:
- Refund amount:
*Copy one from the following parentheses.
[Full account balance] or [Specified amount of JPY]
- Reason for requesting a refund:

Tips
Depending on your ad account status, we may suggest a refund with account cancellation.

When you will get a refund

The duration varies depending on the payment method. It takes a longer time than the domestic accounts.

How you will get a refund

A refund is made with the same method as the most recent transaction in your payment history. Learn more about Refund method.

Cancel account

You can cancel your ad account and get a full refund by yourself in the "Account settings" in the Campaign Management Tool.

Note
You can't cancel your account in the following cases:
  • In the first five business days of each month
    "Terminate Account" in Step 5 is not available during that time.
    If "Terminate Account" doesn't appear after the first five business days, contact us. If you can't contact us through the form, email us at: yads-support@mail.yahoo.co.jp
  • You have one or both of the following Display Ads (Guaranteed) campaigns:
    ・Before delivering ads or currently delivering ads
    ・Cancellation fee not yet determined
Tips
  • You can check your performance report in the Campaign management tool for a year after the cancellation.
  • The refund is made in the same method as the most recent payment. SeeRefund method.

Cancel ad account

Steps
  1. Sign in to Yahoo! JAPAN Business manager with your "Business ID" that has the tool admin access.
    Campaign Management Tool login page
  2. Click the "Search Ads" or "Display Ads" tab.
  3. Click "Administration."
  4. Click the "Review" of the ad account to cancel.
  5. Click "Terminate Account" at the right bottom of the Account Settings page.
  6. Confirm the account to cancel on the "Account Termination" page and click "Next (Account Termination Form)."

    Tips
    When the ad account is canceled, refunding will be paid via the payment that you have been using for the account payment.
    When you made domestic wire transfers, click "Register Refund Bank Account."
  7. Enter the required information, agree on the agreements, and click "Review."
  8. Confirm your entry and click "Submit."

    Tips
    After you click "Submit," you will be brought back to the Campaign Management Tool. It may take a few minutes for the termination process.
Note
  • After terminating the ad account, remove tracking tags such as for conversion analysis or Site Retargeting from your website.
  • If you are using 'Yahoo! JAPAN Tag manager' on your account, unable the unnecessary tags with the service tag management feature, or remove the universal tag from your website.
  • If you are creating the performance report using templates, it will not stop by the account termination. Also, the notice of creating the reports keeps sending to you if you set so. If you do not need them, delete the template or change the settings.
    Edit Templates
    Delete Report Templates
    *For Display Ads, performance reports are available for 13 months after the account termination.

When you will get a refund

The refund is processed in the following month of your account cancellation.
Both refunds to your bank account and credit card take a longer time than the domestic accounts.

Refund method

If you paid by credit card on your last payment (See Example 1)
The refund is made to the credit card you used for the last payment.

If you paid by the wire transfer on your last payment (See Example 2)

Note
The following description applies only to domestic advertisers who have bank accounts in Japan. If you are getting a refund to the overseas bank account, check the following help topic and contact us.
How to Register and Change Refund Bank Account

The refund is sent to your registered refund bank account registered on Yahoo! Business Manager. Please make sure you have a refund bank account registered. Also, please make sure your registered information is correct. The refund may not take effect immediately if there are some issues with the account information.
How to Register and Change Refund Bank Account

If the refund amount is larger than the amount of your most recent payment (See Example 3)
If the refund amount is larger than the amount you paid on your most recent single payment, it will look back at your payment history of all accounts under the company and process your refund using the methods used and with amounts that were paid during your most recent payments to meet the total refund amount.
If both wire transfer and credit cards have been used as payment methods, or if multiple credit cards have been used, the refund will be processed using the most recent payment method found in the payment history.

See more details of the refund method and the amount in the following examples.

Refund payment methods
The following examples show the case where multiple accounts are registered under a single company.

Example 1: Case: Latest Payment was Made Using a Credit Card

Target Account for TerminationSearch Ads Account 2
Refund Amount10,000 JPY
Payment History on all accounts under Company A(1) - (5)
Refund Method10,000 JPY will be refunded to the credit card which was used on Nov30 as the most recent payment on Account1.

Example 2: Case: Latest Payment was Made Using a Wire Transfer

Target Account for TerminationDisplay Ads Account
Refund Amount5,000 JPY
Payment History on all accounts under Company B(1) - (4)
Refund Method5,000 JPY will be refunded to the registered refund bank account, since the latest payment was (1) via wire transfer on Nov. 30 for Account 3.

Example 3: If the refund amount is larger than the amount of your most recent payment

Target Account for TerminationSearch Ads account 5
Refund Amount30,000 JPY
Payment History on all accounts under Company C(1) - (5)
Refund Method(1) 10,000JPY will be refunded to the credit card used on Nov. 20. The amount paid on Nov20 was 10,000JPY, so the amount refundable to the credit card F is also 10,000JPY. (2) 10,000 JPY will be refunded to the credit card E which was used on Nov. 15. The amount paid on Nov. 15 was 10,000JPY, so the amount refundable to the credit card E is also 10,000JPY.
(3) 3,000JPY will be refunded to the registered refund account, since the payment on Nov. 14 was via wire transfer.
(4) The remaining 7,000JPY is refunded to credit card E which was used on Nov. 10.
* The total amount of 30,000JPY was refunded using the following breakdown: 10,000JPY to the credit card F, 17,000JPY to the credit card E, and 3,000JPY to the registered refund account.
  • If any prepaid advertising fees you had previously paid (before November 2011) remain, the balance will be refunded to your receiving account.
  • If you are using a credit card for payment, the transaction (payment and refund) for the month you use will be closed at the end of the month, and you will be billed to each credit card company in a lump sum. If you pay with the credit card specified as the refund method in the month when the refund occurs, the refund amount will be deducted from the deposit amount and then the billing procedure will be carried out to each credit card company. Therefore, refunds may not occur even if the refund procedure is completed.
    Your credit card transaction detail of all accounts of Search Ads and Display Ads can be checked on "All transactions" on the Campaign Management Tool.
    All Transactions

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