Request Return or Refund

Google cannot approve returns or initiate refunds on behalf of the seller. Please contact the seller with your request. Here's how:

1. Sign in to your account at wallet.google.com/manage.
2. Click View Order.
3. At the top of the receipt, click Contact [Seller's Name]. Review the seller's shipping/return/refund policies on the right. If unavailable, this information can usually be found on their website.
4. Select I'd like to request a refund or return an item from the Subject: drop-down menu, and enter your message in the Message: text box.
5. Click Send email once you've provided the necessary details.

Policies vary by seller, so they may or may not be able to accommodate your request. Allow the seller two business days to respond with available options. You may be charged return, restocking, or processing fees.

Locate Refund

When the seller refunds your order, your Google Wallet account should reflect this change immediately. Cancelled orders are automatically refunded. When an order is refunded or cancelled, you will automatically receive an email notification from Google Wallet.

Verify the refund has been finalized in your Google Wallet account. You may still notice a pending authorization on your credit/debit card, which will expire from your account in 1 to 14 business days. Contact your bank for details.

A refund may be less than expected if shipping/restocking costs or other fees were assessed by the seller. If the refund amount is larger than expected, additional items may have been cancelled from your order.

Retry Failed Refunds

Funds will automatically be returned to the credit/debit card used at the time of purchase. If your bank declines our refund, you'll need to update your card or provide a new one to receive your refund; the money will automatically be returned to the new or updated card.

First, contact your bank to determine the cause. Next, retry the refund by updating your declined credit/debit card or add a new card to your account.

To add a new card to your account:

1. Sign in to your account at wallet.google.com/manage.
2. Click Payment methods along the left side of the page.
3. Enter your credit/debit card details and billing address by clicking on New card.
4. Click Save.

To update an existing card, click Edit next to the card information you'd like to change. Once you've made the desired updates, click Save.

When you add or update a card, you may see a temporary $1.00 line-item on your statement which will expire automatically. It may take several days for the refund to appear on your statement. Specific turnaround times vary by card issuing bank. Please contact your bank for details.

Switching your default payment instrument or having another valid payment instrument in your Google Wallet account may not automatically resolve a declined refund. For the fastest resolution, follow the instructions sent to you via email.

Request Mediation

Sellers are responsible for processing returns and refunds; you'll receive quicker assistance if you first contact the seller directly. If the seller has been unresponsive to your return/refund request, and you placed your order within the last 180 days, Google can mediate by contacting the seller on your behalf. File a claim with our specialists for mediation.

Still need more help? Feel free to Contact us.