Process refunds

You can easily refund your customers using Google Wallet.

Give a full or partial refund

  1. Sign in to Google Wallet.
  2. In your Orders Inbox, click the order you want to refund.
  3. Click Refund Some Money.
  4. Select the reason for the refund from the drop-down.
  5. Add comments if you need to. These will appear in the buyer's account.
  6. If you want to give a partial refund, adjust the refund amount.
  7. Click Process Refund.

View refund details

After a refund is issued, the refund documentation is in your account on both the Order Details page and the Other Activity column of the Payouts tab. To view additional details about a refund:

  1. Sign in to Google Wallet.
  2. Go to the Payouts tab.
  3. In the "Other Activity" column,  click the dollar amount. You'll see a summary of that day's refund activity.
  4. To see details about a specific order, click the order number.

You can also see info about refunds on your Order Details page.

Refund past subscription charges

  1. Sign in to Google Wallet.
  2. In your "Orders" inbox, click the order you want to refund.
  3. Click Refund some money.
  4. From the drop-down, select the reason for the refund.
  5. Add comments if needed. These comments will appear in the buyer's account.
  6. If you want to give a partial refund, adjust the refund amount.
  7. Click Process refund.

Cancel subscriptions

To cancel a buyer’s recurring subscription, contact the Google Wallet team.

Temporarily unable to process refunds

Google Wallet merchant accounts are reviewed on a regular basis to make sure purchases remain safe and compliant with Google's Terms of Service. During a review, you'll be temporarily unable to issue refunds through your account. This process is normal, so please do not be alarmed. Also, you'll rarely see an interruption. When you do, rest assured that you'll be able to resume processing refunds through your account 24 hours after your refund attempt is first declined. We appreciate your patience during this time.

Important reminders about refunds

  • Once you process a refund, you can't cancel it.
  • Google automatically emails the buyer about the refund.
  • Google returns the full transaction fee to you.
  • If you're temporarily unable to process refunds because your account is being reviewed, you have to wait 24 hours before you can refund other orders.
  • If you refund an order before Google has issued a payout for that order, you won't get the refunded amount in your next payout.
  • If you refund an order after you've received the payout for it, the amount will be deducted from a future payout.
  • If you issue a refund and your account doesn't have the funds to cover it for 48 hours, Google will collect funds from you according to our Terms of Service. We'll debit the bank account that normally receives your payouts. The amount withdrawn from your bank account will be equal to your negative balance as of the day Google requests the debit.
  • Currently, you can't give partial refunds on Google Play orders.