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Home >On Platform>General Questions>Can I get a refund for my prepaid credit balance?

Frequently
Asked Questions

Questions you may have about
Lazada Sponsored Solutions

Questions you may have about Lazada Sponsored Solutions

On-Platform Solutions

General Questions

Which Lazada Sponsored Solutions should I start with first? What products are prohibited for promotions? Which Sponsored Solutions can I use? How do I top up credit that can be used on Sponsored Discovery and New Product Launcher? How do I top up credit that can be used on Sponsored Media? Will my prepaid credit balance expire after a period of time? Can I get a refund for my prepaid credit balance? Is the top up value including or excluding tax? How do I clear my post pay credit balance?

Sponsored Discovery

Sponsored Discovery General

Who can use New Product Launcher? What products are considered "new products"? Where will my New Product Launcher promoted products appear? What is the charging model for New Product Launcher? What is the recommended campaign duration? Can I edit the budget after the campaign goes live? Can I add or remove promoted products after the campaign goes live? How do I choose the right Keywords? How can I review the Keywords' performance? How do I select the right products to promote? How many promoted products should I select for each campaign? How can I review the Promoted Products' performance? What are the differences between Automated and Standard campaign type? How many campaigns should I set up? How much budget should I allocate for each campaign? How do the First Search Slot and Audience overbid feature work? How can I unlock First Search Slot (FSS) overbid feature? How can I review the First Search Slot (FSS) performance? How can I unlock the Audience overbid feature? Is there a recommended percentage (%) for Audience overbidding? How can I review the Audience performance? Who can use Sponsored Discovery? How will I be charged? Where will my Sponsored Discovery promoted products appear? What determines my promoted products' ranking?

Campaign Setting

What are the differences between Automated and Standard campaign type? How many campaigns should I set up? How much budget should I allocate for each campaign? How do the First Search Slot and Audience overbid feature work? How can I unlock First Search Slot (FSS) overbid feature? How can I review the First Search Slot (FSS) performance? How can I unlock the Audience overbid feature? Is there a recommended percentage (%) for Audience overbidding? How can I review the Audience performance?

Product Selection

How do I select the right products to promote? How many promoted products should I select for each campaign? How can I review the Promoted Products' performance?

Keyword Selection

How do I choose the right Keywords? How can I review the Keywords' performance?

New Product Launcher

Who can use New Product Launcher? What products are considered "new products"? Where will my New Product Launcher promoted products appear? What is the charging model for New Product Launcher? What is the recommended campaign duration? Can I edit the budget after the campaign goes live? Can I add or remove promoted products after the campaign goes live?

Sponsored Display

Who can use Sponsored Display? Why should I use Sponsored Display? What are the charging models for Sponsored Display? How do I get started with Sponsored Display? How do I use all the different buying types of Sponsored Display for an effective upper funnel objective? Can we do audience targeting with Sponsored Display?

Sponsored Max

Is there a minimum budget that Sponsored Max can set at the product level? Can I promote my products in both Sponsored Max and Sponsored Discovery Why did my ROAS results not match the Target ROAS input? How can I control my Sponsored Max budget? Where will my promoted products display to shoppers? What is the Sponsored Max Attribution Window? Which Account Balance does Sponsored Max utilize How should I use Sponsored Max to promote while I have already run Sponsored Discovery? How should I review my Sponsored Max Performance? How many times per day I can adjust my Target ROAS and daily budget setting

Off-Platform Solutions

Sponsored Affiliate (SA)

Who can use Sponsored Affiliate? Why should I use Sponsored Affiliate? How will I be charged for Sponsored Affiliate? How long does it take for an affiliate to see my campaign? Is it possible to reduce the affiliate campaign duration? Can I reduce the minimum storewide commission rate? What is the purpose of additional product commission? Are there any protection against bad inventory from affiliate sites? Are there any fraud detection in preventing fraudulent activity? If the customer returns the order, will I get a refund?

External Traffic Campaign & Traffic Reward Program (TRP)

Who can join the Traffic Reward Program (TRP)? How do I join the Traffic Reward Program (TRP)? What is the External Traffic Campaign?

Meta Collaborative
Ads (Cpas)

What are the audience types that can be used for Meta CPAS?

CPAS Migration
Webinar 2024

CPAS Migration FAQ: Onboarding

Why do sellers need to migrate to new CPAS system? What do sellers need to do to migrate to new CPAS system? Can one catalog be shared to multiple Business Manager (BM) IDs? What should I do if I cannot onboard a new ad account to the new CPAS system?

CPAS Migration FAQ: Performance

Can I duplicate my past performance history to new ad account? Is there any performance impact from running two campaigns using two different ad accounts simultaneously? Is there any guideline/support for brand to accelerate the CPAS performance as it takes time for system to re-learn ?

Sponsored Media

Who can use Sponsored Media? What's the charging method for Sponsored Media? Do I have to upload images specifically for Sponsored Media? Where do the promoted products appear? What's the payment method for Sponsored Media? I am whitelisted for Traffic Reward Program (TRP). Is Sponsored Media part of TRP?

Can I get a refund for my prepaid credit balance?

No, the prepaid credit balance cannot be refunded.

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