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Refund credit explained

Updated 2 min read

Refund credit is money the seller has already paid that a campaign no longer needs. It stays with the campaign, so it can pay for changes the seller approves, and whatever is left goes back to the seller when the campaign is completed.

Where refund credit comes from

  • A cancelled item. If the agency cancels an item before its supplier is paid, the item's money becomes refund credit.
  • An item that costs less. If an item is closed for less than its budget, or swapped to a cheaper supplier, the difference becomes refund credit.

What it's used for

When the agent proposes a change, such as a new item, extra funding or a new supplier, the agency can pay for it from refund credit. The seller sees how it will be paid for in the Funding breakdown, so they pay less, or nothing.

The seller's review panel for a new item. The Funding breakdown pays the item from refund credit, so You'll pay is $0.00. Marker 1 is on Refund credit, with its explanation open.
Open full size: The seller's review panel for a new item. The Funding breakdown pays the item from refund credit, so You'll pay is $0.00. Marker 1 is on Refund credit, with its explanation open. (opens in a new tab)

In this example (marker 1), a $330 inspection is paid entirely from refund credit, so the seller pays $0.00. The seller still approves or rejects the change. Point at Refund credit to see what it means: "Refunds from cancelled campaign items, or items that cost less than quoted, held against this campaign."

Getting it back

When the agency completes the campaign, any refund credit left over is refunded to the seller, to the card or bank account they paid from. Only agency staff with the Accounts role, an Admin or the Director can complete a campaign. If the seller paid with Pay Later, the leftover goes back to Campaign Flow and comes off their loan. The completion email and the completed campaign page show the amount.

What if the property doesn't sell? Whether unspent marketing money comes back depends on the seller's agency agreement (and, with Pay Later, the finance terms), not on VPA Connect. Ask your agent.

Check a campaign's refund credit (agency staff)

The summary tiles on a paid campaign. Marker 1 is on the Refund credit tile with the amount held, and marker 2 is on View history.
Open full size: The summary tiles on a paid campaign. Marker 1 is on the Refund credit tile with the amount held, and marker 2 is on View history. (opens in a new tab)
  1. Open the campaign and find the Refund credit tile. It shows the amount available now.
  2. Select View history. The Refund credit history panel opens.
The Refund credit history panel, with marker 1 on its entry: a $350.00 credit from the cancelled listing copy item.
Open full size: The Refund credit history panel, with marker 1 on its entry: a $350.00 credit from the cancelled listing copy item. (opens in a new tab)

Each entry shows what added or used the credit, the item and supplier, who did it and when. In this example (marker 1), cancelling the listing copy item added $350.00.

Good to know

  • If the tile says Locked or Being reconciled — contact support, a refund on the campaign hasn't finished processing and the credit can't be used for now. Agency staff should raise it through the help form (see Getting help); sellers should contact their agent.