Buyer fraud protection
Automatic fraud detection
Google employs advanced risk modelling to detect fraudulent transaction cues across Google services. Fraudulent transactions are immediately cancelled after being detected. To protect you, any active orders associated with the same fraudulent credit card will also be cancelled. Google also actively leverages external, cross-industry resources - such as worldwide fraud blacklists - to prevent fraudulent users from accessing Google Payments in the first place.
When Google detects questionable activity relating to an order that you receive, Google will mark the order with a Customer review in progress status and perform fraud detection checks on the order to reduce your exposure to risk. During this time, you won't be able to charge the order.
In general, we complete reviews within four to six hours. Certain orders posing a higher potential risk may require more time, as Google specialists perform even more-extensive fraud detection checks for your protection. We may also contact you directly as a backup precaution. If Google determines that an order is a high-risk or doesn't comply with Google Payments policies, the order will be cancelled for your protection and cannot be reinstated.
Once Google has confirmed the validity of the order, the status of the order will be New. At this point, you can safely charge the buyer's credit card and deliver the order. Remember to charge the order within the appropriate time frame in order to be guaranteed funds.
Buyer information sharing
To help reduce your fraud risk, Google shares buyer credit verification information for each order that you receive. You can use this information to perform your own fraud checks. To view buyer credit card verification information for a particular order:
- Sign in to Google Payments.
- Click the appropriate order in your Orders Inbox.
- Buyer credit verification information will appear below the buyer's delivery information:
- The Address Verification System (AVS) check is helpful for comparing the buyer's billing address included in their account with the legitimate address that the credit card issuer has on file. If the AVS flag is Full, both the name and address that the buyer entered for the credit card completely match the information on file with the credit card's issuing bank. Other possible values for this field are Partial (either the address or the postcode matches), Unavailable and No match.
- The Card Verification Value (CVV) check is useful for confirming that the card holder has access to their actual credit card when placing their order. If the CVV flag is Match, the CVV code that the buyer entered for the credit card during the purchase completely matches the information on file with the credit card's issuing bank. Other possible values for this field are Error, Unavailable and No match.
- Account age shows you how long the buyer has been able to make purchases through Google Wallet.
If you're concerned about a particular order or if you're unable to contact the buyer with the information that we provide, you have the option to cancel the order to avoid further risk.
All merchants are covered by our Chargeback Resolution Policy.