About closed merchant payments profiles

To make sure 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 
  • Getting too many chargebacks or negative buyer ratings: If you’ve gotten 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 as follows: 
    • Customers not getting orders
    • Items that 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 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 got a merchant payout, your account balance can become negative. Chargebacks can also cause your payments profile to get 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, get merchant payouts, and we'll bar or close any future payments profiles 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 (U.S. 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.

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