To make sure that payments profiles comply with our Terms of Service and policies, Google periodically reviews merchant payments profiles. We may close your payments profile for several reasons, including, but not limited to, the following:
- Not delivering orders
- Violating our Terms of Service
- Receiving too many chargebacks or negative buyer ratings: If you've received an excessive number of chargebacks, disputes or negative ratings compared to your total number of orders, we may close your payments profile. Examples of issues that cause customer complaints are:
- Customers not receiving orders
- Items don't arrive as described at purchase
- Negative customer service experience
- If we can't verify profile information: We regularly review payments profiles to make sure that they have up-to-date contact information, like your contact name, address, phone number and business name. If we can't verify this information, we may close your profile.
- If you have a negative balance: When you refund orders for which you received a merchant payout, your account balance can become negative. Chargebacks can also cause your payments profile to have a negative balance. If you don't reconcile your negative balance with new orders or allow Google to collect the funds from your bank account within 48 hours, we may close your profile.
After we close your payments profile
After we close a merchant's payments profile, here's what you can expect:
- Access: You can't access, view or change any of your payments profile details, including order details and your identification information
- Future transactions: You can't process any future transactions or receive merchant payouts, and we'll bar or close any future payments profiles that you try to open
- Reserves: In some cases, to offset refunds, chargebacks or other claims against your balance, Google may keep a portion of a merchant's remaining funds. If Google has instituted a reserve on your profile, we'll send you an email about this process.
Terms of Service
Per the Terms of Service (US Section 2.3), Google Payment Corp. ('GPC') has the right (i) to change, suspend or discontinue the Service, in whole or in part, as necessary to perform maintenance or updates to the Service and (ii) to impose limits on certain features or restrict access to parts or all of the Service without notice and without liability. GPC may decline to process any Payment Transaction in connection with, among other reasons, fraud prevention activities, applicable law or GPC policies.