Refund orders

You can issue a refund at any time after you have charged an order. You are responsible for setting your own policies for refunds. Customers contact you directly with inquiries regarding refunds.

To issue a refund on an order in your payments profile.

  1. Sign in to the payments profile.
  2. Click Customer orders.
  3. Click the line of any order you want to refund.
  4. In the panel that opens, click Refund, or scroll down and click View full page to see the customer’s order history and more details.
  5. On the next screen, click Refund again.
  6. Select the appropriate refund reason from the drop-down.
  7. Add a message to the customer, if needed. These comments will appear in the customer's payments profile.
    Note: Merchants are not provided customer emails or other contact info to protect their privacy and security, so adding comments is the only way to communicate with customers unless they contact you directly.  
  8. Click Refund order order to finish refunding your customer.


View refund details

After a refund is issued to a customer, the refund will be documented in your payments profile. To view refunds:

  1. Sign in to the payments profile.
  2. Click Subscriptions, then find Merchant services and click Manage.
  1. On the next screen, click View Transactions under “Transactions”
  2. Click a line item to view details about the specific order. You can change the view from “Detailed transaction view” to “Summary” and search for orders in time ranges from “This month” to “All time.”

Payments profile reviews

To ensure a safe purchasing environment and compliance with our Terms of Service, our specialists review payments profiles on a regular basis. During reviews, you will be temporarily unable to process refunds (refunds will be “declined”).

Keep in mind reviews, while random, are infrequent. Also rest assured that you will be able to resume processing refunds through your profile 24 hours after your refund attempt is first declined. We appreciate your patience during this time.

Refund policy recap

Keep these things in mind when considering or issuing refunds:
  • Once you issue a refund, the refund cannot be cancelled. Google returns the transaction fee to you after you refund a payment.
  • An email notification is not sent to you or the customer for any merchant-initiated refunds.
  • If you are temporarily unable to process refunds because your payments profile is under review, you need to wait 24 hours before you may refund any orders.
  • If you refund an order before Google has issued a merchant payment for that order, you won't receive the amount you refunded to your customer in your next merchant payment. If you refund an order after you've received the merchant payment for it, the amount you refund to your customer will be deducted from a future merchant payment.
  • If you issue a refund and your profile balance becomes negative and remains negative for 48 hours, Google will collect funds from you in accordance with our Terms of Service and debit the bank account that normally receives your merchant payments. The amount withdrawn from your bank account will equal your negative balance as of the day Google initiates the debit.
Was this article helpful?
How can we improve it?