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Refund an order

You can issue a refund within the Payments Merchant Center at any time after you have charged an order. You're responsible for setting your own policies for refunds. Buyers may contact you directly with questions about refunds.

Note that partial refunds can't be issued for digital and virtual goods purchased with Google Play.

Issue a refund

Using the Google Payments Merchant Center
  1. Sign in to your Google Payments Merchant Center account.
  2. Select the order you'd like to refund or click the View button next to an order.
  3. Click Refund order.
  4. Select the appropriate refund reason from the drop-down menu.
  5. Add comments if needed. These comments will appear in the buyer's account.
  6. Click Refund order.


Using the Refund API

To refund in-app subscriptions, you can also use the Refund API.

View refund details

After a refund is issued to a buyer, the refund will be documented in your account on both the Orders and Payouts sections. To view refunds in the Payouts section:

  1. Sign in to your Google Payments Merchant Center account.
  2. Click Payouts, then Transactions.
  3. Look for values under the "Debits" column.
  4. Click an order number to view details about the specific order.

Account reviews

To ensure a safe purchasing environment and compliance with our Terms of Service, our specialists review Google Payments Merchant Center accounts on a regular basis. During this time, you will be temporarily unable to process refunds through your account.

This change in your normal refunding should be rare, and the process is normal. You'll be able to resume processing refunds through your account 24 hours after your refund attempt is first declined. 

Refund policy recap  

  • Once you issue a refund, the refund cannot be cancelled.
  • Google will return the transaction fee to you. You'll see the returned transaction fee on your next earnings report.
  • If you refund an order before Google has issued a payout for that order, you won't receive the amount you refunded to your buyer in your next payout. If you refund an order after you've received the payout for it, the amount you refund your buyer will be deducted from a future payout.
  • If you issue a refund and your account balance becomes negative and remains negative for at least 48 hours, Google will collect funds from you in accordance with our Terms of Service and debit the bank account that normally receives your payouts. The amount withdrawn from your bank account will equal your negative balance as of the day Google initiates the debit.
  • Issuing a refund for subscription items doesn't cancel the subscription. The user retains access to the content, and the subscription will renew on the next cycle unless it is canceled by the user or by you using the Purchases.subscriptions API.
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