|Chargebacks - I bet htis is not unique||mechman||4/4/09 12:16 PM|
We took an order which had the "GC Protection Policy" shown
We then sent out the order in good faith but received the following email (this is the 3rd one we have received using GC) agreed
We sent the order to the delivery address as stated by GC. It was signed for by the person who made the order
I wonder if we will be covered... I think NOT
We NO longer accept payment by GC
On 03-04-2009 we received a chargeback notification for Google Order #
769134838290993 for the amount of £153.13 GBP because the order is being
disputed by your customer's credit card issuer.
As part of our Chargeback Resolution Policy, Google will work to resolve
the chargeback on your behalf. However, we require important information
from you to help us in our effort.
This particular order is refundable in our system. If a refund is
appropriate, please issue a refund and reply to this email once the refund
has been issued.
Your customer has claimed that this transaction was unauthorised.
Please provide the following information by replying directly to this
email no later than 13-04-2009:
- A confirmation detailing whether this order has been returned in part or
- Signed Delivery Confirmation/Signed Confirmation for Services Received
(Image of actual signature is required and may be included as an
- Detailed shipping information including tracking number and shipping
- Screenshot from shipping carrier showing full ship-to address
- Packaging slip verifying contents of shipment
- Any additional information or correspondence you may have had with the
If this information is not received by the above date, or if the
information provided is insufficient, you will be responsible for the cost
of the order, plus a £7 chargeback fee assessed by Google.
For more information about our Chargeback Resolution Policy, visit
If you have any questions not related to evidence submission, feel free to
contact us at: firstname.lastname@example.org.
We appreciate your assistance as we work to resolve this issue.
The Google Checkout Team
|Re: Chargebacks - I bet htis is not unique||mechman||4/4/09 12:23 PM|
As this is the 3rd time that this has happened and has been verified bu GC that we are protected we have today informed our bank NOT to allow any payment collection from Google to be taken from our account
I know folk say that they will take GC to court but that never works, let them take me to court....... I am more than willing to explain that I shipped the order accodring to the GC protection policy, I fulfilled my part and GC want to get out of a chargeback protection
Let's see what happens now
|Re: Chargebacks - I bet htis is not unique||EdSF||4/4/09 8:08 PM|
Well, if you submitted the signed shipment documentation (and any other they're asking for) one would think you'd be fine...
|Re: Chargebacks - I bet htis is not unique||futurenine||4/9/09 12:38 PM|
To date - I have NEVER had a charge back dismissed by Google Checkout. They don't even fight them - what do they care.. it's not their money, AND they charge you a $10 chargeback fee on top of that which is adding insult to injury.
1. Customer filed chargeback - he then changed his mind after talking to us. We informed GC yet the chargeback went through anyway.
2. Customer filed chargeback by mistake - he just didn't realize the GC charge on his card was for our service. We informed GC, yet as usual the chargeback went through.
3. Recently a customer's bank mistakenly charged back about 20 transactions. The customer did *not* initiate those chargebacks - their bank did because they're idiots and overzealous and tried to "protect" him because they saw a bank transfer to Africa. The guy is African and made the transfer himself - but the bank went back and charged back all of his transactions this year. This matter isn't resolved yet but if GC does not dismiss those charge backs we are seriously going to drop them.
We've lost hundreds of dollars over this crap and it's just unacceptable - yet there's nothing we can do about it. Google just doesn't give a rat's ass about merchants.
|Re: Chargebacks - I bet htis is not unique||EdSF||4/9/09 12:50 PM|
May not be what you want to hear, but if I read your comment correctly, your product is a **service** (going by #2 sample).
That type of product isn't covered by any Payment Guarantee:
|Re: Chargebacks - I bet htis is not unique||mechman||4/10/09 1:13 PM|
Watch this space
I have sent all required documents to GC as requested and can confirm the the signature, delivery address, order information & proof of packaging has been sent and is absolutely accurate
Let's see what happwns in a few days!!!
|Re: Chargebacks - I bet htis is not unique||mechman||4/10/09 1:16 PM|
GC can not take any money from our business account as we have put a block on any further takings from GC due to the method that they screw merchants without consultation
|Re: Chargebacks - I bet htis is not unique||mechman||4/10/09 1:23 PM|
We stopped using GC as a paymet method a montha ago, we are only using GC to refund customers as we sell products with a refundable surcharge (they need to return old products back to us to get a refund)
I am wondering when we next log-in to be told that we have been deleted due to the amount of refunds we do as 50% of products we sell we charge an up-front refundable surcharge to which the customer MUST pay upon ordering that they are refunded for when the old unit is returned
To date we keep our account in NEGATIVE balance and only make dummy purchases to to keep our GC account in balance as we do not want a POSITIVE balance being refunded to our customers even if we have shipped products in good faith after payment
This is NO way to work as business, I also SHOUT that all GC merchants should have a daily ppayout to thier banks as if you have a week or monthly payout then you couls accept hundreds if not thousands of £'s or $'s only to find out that GC will refund all of your customers EVEN if you have sent the goods
Seller Beware !
|Re: Chargebacks - I bet htis is not unique||mechman||4/10/09 1:47 PM|
We have posted within our online shop that we have discontinued using Google Checkout and any refunds will be made by cheque once our account has been closed down
Details can be found here: (bottom of the page)
While our account is active we will refund via Google Checkout, as soon as it is closed down due to Google Checkout's unacceptable "too many refunds" policy then we will refund by cheque
Like I have stated earlier we will keep our GC ballance in NEGATIVE balance only topping up with our own credit card as neccessary, this way when we get shut down and all money is refunded back to us as WE are the only person shopping with GC from our account as we DO NOT accept Google Checkout Payments any more
|Re: Chargebacks - I bet htis is not unique||mechman||4/14/09 7:54 AM|
Folk proberbly know by now that I do not have a lot to say abouth google Checkout for 1 reason or another, however, give credit where credit is due
My opening topic was that "here we fgo, another chargeback on it's way" well with regards to my previous posts I have eventually heard from GC rgarding the charge back request which is as follows:
Thank you for responding with the requested information. This order will
be covered by our Payment Guarantee policy and you will not be debited for
this chargeback. However, going forward please ensure that you have
verified the shipping address before you dispatch an order. Future orders
where delivery address has changed may not be covered by our Payment
If you have any other questions about our Payment Guarantee, please visit
Sincerely,Google Payment Ltd is authorised and regulated by the Financial Services
So, it works OK sometimes, not too sure about the deliver to a different address part as the order was delivered to the original address that GC supplied us with, we would NEVER change any address for any order received and if the customer wanted to change then we would issue a 100% refund then tell the customer to re-order
|Re: Chargebacks - I bet htis is not unique||trp76262||4/23/09 11:54 AM|
Does everybody waste their time finding fault with this merchant account? It beats the heck out of another online merchant account that is very well known.
|Re: Chargebacks - I bet htis is not unique||chris of space||4/24/09 11:06 AM|
Our company has just received a chargeback for £359.96 which was for a transaction processed at Christmas 2008. We got a request to supply proof of delivery on the 20th Jan which we did and then heard nothing, we assumed everything was fine. We processed the transaction in accordance with the payment guarantee and thought we were covered...obviously not.! I've emailed google support today and await their response. Its made me consider whether I want to continue using google checkout.
|Re: Chargebacks - I bet htis is not unique||chris of space||4/24/09 11:19 AM|
|Re: Chargebacks - I bet htis is not unique||mechman||4/27/09 12:23 PM|
Hi Chris of Space
Somehow we managed to get away with our chargeback (posted earlier) I do believe with Google Checkout) it is not only the documentation that you send to them it is also the way that you clearly state within the reply email that you were covered and you have proven that the documents that you have sent MUST cover their payment guarantee
If you simply send the documents to Google and that's it then yes, you will most proberbly loose, you need to show a bit of grit that the Google empire will not take you down at any costs
My view, but it worked in our case
yet a life, grow up and I can not wait to hear your sobbing when this happens to you
|Re: Chargebacks - I bet htis is not unique||chris of space||4/30/09 2:35 AM|
Google replied to my email so I await a decision.
|Re: Chargebacks - I bet htis is not unique||chris of space||5/7/09 3:42 PM|
I've been contacted by Rob from google who was very helpful. My problem has now been resolved.
|Re: Chargebacks - I bet htis is not unique||The African Store||8/27/09 7:25 AM|
@ EdSF you are a liar just working per hour for GC
"GC support exists," meanwhile you say not all e-mails are answered when contacted.
Tell your co-workers at GC to borrow a clue from paypal and stop punishing suspended sellers with $10 chargeback fees.
PayPal allows sellers to see order information/address even after suspension. That way, the seller can send out the and update tracking information on orders that were backed up or late to prevent future chargebacks.
Google checkout seem to be interested in mainly collecting $10 from sellers than giving them the information they need to send out orders and prevent these chargebacks.
If you don't provide me with access to the remaining customers address and shipping information, who have not received their merchandise, I will have to ask my bank to close my account so you can stop taking out money without giving me the opportunity to remedy the situation.
"As a result, we have adjusted your account for the amount of the
chargeback, xx.xx USD, along with a $10 chargeback fee assessed by Google.
Within two business days, you should see this line item in the 'Other
Activity' column in your Payouts tab." How on earth can I see this information when I can't even log on. PayPal do let you have limited access.
I have e-mailed for access to the order information so I may send out these goods but you have refused to either let me have access or download/send me that information.
This is my last request to that effect and copy that will be used for any legal purpose.
|Re: Chargebacks - I bet htis is not unique||EdSF||8/27/09 7:49 AM|
I'll skip the unprofessional language and utterly baseless accusation.
Yes, to reiterate, GC support exists, and yes, I have first hand experience. I don't know what your personal experience is, and just stating a fact based on my experience.
I don't equate "support" to "getting what I want" nor "hearing only what I want to hear" - I don't like all the "resolutions" I receive to issues I go through, but it is what it is. I'm not a fan of reading Terms, but I do so, to get a full understanding of the service that I will rely on and use. If I find things unacceptable/unworkable at any point, then I make business decisions accordingly.
I exercise the same as a developer - understand the api, do a ton of testing, and deploy. I may find weaknesses and/or "wish I had this" moments, and ask/send feedback on it. I don't equate "developer support" to getting what I ask for either. And just as in making business decisions, when evaluating a technology/tool/software, if I find things unacceptable/unworkable, then I make technical decisions accordingly.
|Re: Chargebacks - I bet htis is not unique||msfrog||5/24/11 6:58 AM|
We shipped and order 359910377777917... Customer said it was damaged and google refunded the customer. However the item was NEVER returned. How is this even Legal? I want an answer or some support, or we are not going to offer google checkout anylonger
|Re: Chargebacks - I bet htis is not unique||GregInAZ||5/26/11 4:49 AM|
Google needs a lot of work with their service. Just ran into chargebacks myself (which they found in favor for the customer) and when I replied saying it was was BS they closed my Google Checkout account and that email said for security reasons they couldn't say why my account was being closed and quoted their terms where it showed they can close an account at any time for any reason. I had the account for a couple years without problems. Just recently there were some chargebacks by one person.