Dispute or change invoices

If you need to make changes to an invoice before making a payment, you can dispute or request a change to one or multiple invoices simultaneously through the Google payments center. You can also request to split an invoice or consolidate multiple invoices.

You’ll need Admin access to the payments profile to dispute or request a change to an invoice. If you have Admin access, you can also manage who else can request these changes.

If you don't have access to the Payments profile, reach out to an Admin or Manage users profile user on your Payments profile, or contact the Google support team for assistance.

Learn how to add and remove users or change permissions. 

Dispute or change invoices

Important: You can only dispute open invoices that have been partially paid or have no payments or credits applied. You cannot dispute a fully paid invoice. As per Google's policy, for customers in Brazil, Argentina and Mexico, a dispute or change of end year invoice can only be processed within the 30 days period. Any requests submitted after this period will be rejected. Considering the above, it's important to submit disputes or change requests as soon as possible to avoid any issues.

If all invoices are for the same product and currency, you can dispute multiple invoices within one request. You can submit separate requests to dispute invoices for different products and currencies.

1. Sign in to the Google payments center. 
2. If you have more than one Payments profile, in the top right, click the profile you’d like to view. 
3. In your “Statement of account” page, click View all invoices and memos.
4. Select one or more invoices you want to dispute or change. 
5. In the upper right, click Actions  Dispute or change invoices.
6. Select the type of dispute:
   • Bill-to name/address
   • Advertiser name/address
   • Payer name/address
   • Amount charged or item details
   • Currency
   • PO number
   • Tax ID
   • Tax rate
   • Ship-to name/address
   • Invoice received in error
   • Other issues
7. Once you fill out the dispute, click Submit.

Tip: You can upload a file or photo along with your invoice change request.

The primary contact on your profile will automatically receive updates regarding any disputes. You can also add other email addresses to receive these updates and indicate your preferred Google representative. 

Once you submit a dispute, you'll get an email notification with a unique dispute ID. We'll send subsequent updates to your email, and we might contact you for additional information.  

Types of disputes

Bill-to name/address

If your invoice has an incorrect Bill-to name or address:

1. Click Bill-to name/address.
   • Correct name and address on the account but incorrect on the invoice: Click Name and address on account.
   • Incorrect name and address on the account and on the invoice: Click New name and address.
2. Choose whether the change should apply only once or to future invoices.

Advertiser name/address

Important: US agencies on Sequential Liability should use the Advertiser name/address dispute option, not the Bill-to name/address option

If your invoice has a wrong Advertiser name or address:

1. Click Advertiser name/address.
2. If the name and address on your account are wrong, click New name and address and add the correct information.
3. Choose whether the change should apply only once or to future invoices.

Payor name/address

Important: Only customers in France under Loi Sapin setup can dispute Payor name/address.

If your invoice has a wrong Payor name or address:

1. Click Payor name/address.
2. If the name and address on your account is wrong, click New name and address and add the correct information. 
3. Choose whether the change should apply only once or to future invoices. 

Amount charged or item details

 If your invoice has a wrong amount or line item details:

1. Click Amount charged or item details.
2. Click the down-arrow and click one of these options: 
   • Amount
   • Price/rate
   • Quantity
   • Description 
   • Other
3. Give details on what is wrong, the correct details, and why we should change the current information.
4. Choose whether the change should apply only once or to future invoices.

Currency

 If you want a current, outstanding invoice to be billed in a different currency:

1. Click Currency.
2. Click the drop-down arrow and select the new currency.
3. Explain why the currency on the original invoice is wrong. 
4. Choose whether the change should apply only once or to future invoices.

PO number

If your purchase order (PO) number is missing or is wrong:

1. Click PO number.
2. Give a new purchase order number and explain why the original purchase order number is wrong. 
3. Choose whether the change should apply only once or to future invoices. 

Tax ID

If the Tax ID (VAT number) on your invoice is missing or wrong:

1. Click Tax ID.
2. Give a new Tax ID in the correct format and explain why the Tax ID on the original invoice is missing or wrong. 
3. Choose whether the change should apply only once or to future invoices.

Tax rate

If the Tax rate on your invoice is wrong:

1. Click Tax rate.
2. Give a new tax rate and explain why the original tax rate is wrong. 
3. Choose whether the change should apply only once or to future invoices.

Ship-to name/address

If your invoice has a wrong Ship-to name or address:

1. Click Ship-to name/address.
2. Give the new name or address that you want on the invoice and explain why the original ship-to information is wrong. 
3. Choose whether the change should apply only once or to future invoices.

Invoice received in error 

If you received an invoice not meant for you:

1. Click Invoice received in error.
2. Tell us why you think the invoice was wrongly sent.

Other issues

If you can’t find the option that works for you:

1. Click Other issues.
2. Answer these questions: 
   • What is wrong on the invoice?
   • What is the correct information?
   • Why should we change the current info?

Split an invoice

Important: You can only split open invoices that have been partially paid or have no payments or credits applied.

1. Sign in to the Google payments center. 
2. If you have more than one Payments profile, in the top right, click the profile you want to view. 
3. In the “Statement of account” tab, click View all invoices and memos.
4. Select an invoice that you want to split.
5. In the top right, click Actions  Split invoices.
6. Select how you want to split the invoice: 
   • Partner
   • Advertiser/Loi Sapin/Direct Marketer
   • Campaign
   • Account
   • Insertion order/purchase order
   • Other
7. Fill in the rest of the form.
8. Once you’re ready, click Submit.

Tip: You can upload a file or photo along with your invoice split request.

The primary contact on your profile will automatically receive updates regarding any disputes. You can also add other email addresses to receive these updates and indicate your preferred Google representative.

Once you submit a dispute, you'll get an email notification with a unique dispute ID. We'll send subsequent updates to your email, and we might contact you for additional information.

Consolidate invoices

Important: You can only consolidate open invoices that have been partially paid or have no payments or credits applied. Invoice consolidation is only possible for invoices generated in the same month.  

1. Sign in to the Google payments center. 
2. If you have more than one Payments profile, in the top right, click the profile you want to view. 
3. In the “Statement of account” tab, click View all invoices and memos.
4. Select 2 or more invoices you want to consolidate.
5. In the top right, click Actions  Consolidate invoices.
6. Explain why these invoices need to be consolidated.
7. Fill in the rest of the form.
8. Once you’re ready, click Submit.

Tip: You can upload a file or photo along with your invoice consolidation request.

The primary contact on your profile will automatically receive updates regarding any disputes. You can also add other email addresses to receive these updates and indicate your preferred Google representative.

Once you submit a dispute, you'll get an email notification with a unique dispute ID. We'll send subsequent updates to your email, and we might contact you for additional information.

 

Dispute Status

 

Once the dispute is submitted, customers can visit the Google payments center to view the status of the dispute.

You can view dispute status in one of two ways:

1. Click on View Details in the email you received after submitting the dispute, or
2. Sign in to the Google payments center
   • Click on View all invoices and memos
   • View column Dispute status for the invoice in dispute

Status will reflect as one of the following:

• Submitted
• In progress
• Denied
• Cancelled
• Completed