For a full review of our policies, please read our Terms of Service.
Unauthorized Charges and Activity
If you made a purchase using Google Wallet, it will appear on your credit card statement as GOOGLE*Merchant Name or GOOGNFC*Merchant Name. Wallet Balance top-ups, and sending money to friends and family using Gmail and Wallet transactions, will appear as GOOGLE *WALLET TOP UP. Log into your account at wallet.google.com and view the Transactions page for more details about purchases made through Google Wallet.
Our fraud protection policy covers you against any unauthorized purchases that were made with your Google Wallet. If you're unable to locate the charge in your account, please check for transactions on Google Wallet accounts associated with:
- Alternate email addresses that you, your family or friends may own.
- Email addresses linked to Android devices used by yourself, family or friends.
If you're able to locate the charge, but still don't recognize it, please report it from the login email associated with that Google Wallet account.
Otherwise, due to privacy and security reasons, we will not be able to provide additional information about the order(s) and account. We recommend you reach out to your bank to resolve this issue.
If someone has taken over your Google Account, but you don't use Google Wallet, you may still be able to recover your account.
If you previously created a Google Wallet Account, and an unauthorized person has accessed your account, please contact us immediately to report any unauthorized charges. Our fraud protection policy covers you against any unauthorized purchases that were made with your Google Account. If we find that an unauthorized purchase was made, we'll make sure you aren't charged for it.
Additionally, if someone has taken over your Google Account we recommend that you follow the steps to recover your account.
Counterfeit and Unauthorized Goods
It is against Google's policies for merchants to sell counterfeit and unauthorized goods. These include replicas or imitations of designer or other goods, items without a celebrity endorsement that would normally require such an association, fake autographs, currency, stamps, tickets, and other potentially unauthorized goods.
Order Problems and Mediation
Google can't make guarantees about sellers accepting payments through Google Wallet or the products they're selling. Learn more about troubleshooting order-related issues.
If a seller is unresponsive, and you placed your order within the last 180 days using any of the accepted payment methods, Google can mediate by contacting the seller on your behalf. File a claim for mediation.