Shortfall and refunds
What happens when there isn't enough audience and when money is refunded.
Sometimes fewer recipients match your settings at the right moment than you ordered. MGRAM doesn't charge for what couldn't be delivered.
Before payment
- At checkout the bot shows how many recipients are available for your settings.
- If you requested more, the bot offers to reduce the quantity or widen the settings — topics, geo, filters. No money is charged at this point.
If a broadcast runs short
When a broadcast didn't reach everyone, you get a “Not enough audience” notification with the numbers: how many were sent and how many were missing. Then you choose:
- return the rest — money for undelivered messages goes back to the balance;
- wait — the order switches to “Waiting for new audience”, and top-up sending starts automatically when matching recipients appear.
When money is returned automatically
| Situation | What is returned |
|---|---|
| A broadcast post or order is rejected | The entire reserved budget |
| A broadcast order is cancelled before sending | The entire reserved budget |
| A message is not delivered (the person blocked the bot) | The cost of undelivered messages |
| Reply Ads are cancelled | The unused budget — after the final settlement |
| A subscriber leaves within 24 hours | The price of that subscription |
| A subscriber or launch order is cancelled | The unused remainder |
Bot launches are not refunded: a launch counts the moment the person opens the bot.
Where the money goes
All refunds go to the MGRAM balance the order was paid from and appear in “Transactions” with the “Refund” type. If an order was partly paid with promo funds, that part returns to the promo balance.
How to avoid shortfalls
- Don't overload the order with filters.
- Choose several topics or the entire audience.
- Use SMART — it selects bots more broadly.
- Pick two slots or another day.
If you think a refund was calculated incorrectly, submit an order complaint with the “No refund” reason.