Due to a technical issue with one of our payment processing partners, some Google Ads user's cards may have been recently overcharged. Google is working with the partner to initiate a refund of the incorrect charge. It may take 5–7 business days for the refund to appear on your card account.
Occasionally, you may see a charge in your Google Ads account that doesn’t look right. If you see a charge like this, contact Google Ads support immediately, especially if you think there might be unauthorised activity.
If you've contacted your bank instead and submitted a dispute about the charge, your issue is called a chargeback.
When your disputed charge becomes a chargeback
Once a dispute for a specific charge is submitted to your financial institution, they will reach out to Google for further information and determine the result of the dispute on their side.
First, your bank will notify Google that there has been a chargeback. At that point, Google will take the following actions:
- Alert you that your dispute was received.
- Review the details of the dispute and the documentation or evidence that you provided.
- Submit a decision to your bank based on the results of that review. Google’s decision may agree or disagree with the dispute that you filed.
Bear the following in mind:
- If Google agrees with your disputed charge, then the charge will be corrected. You’ll see that in your transaction history and you don’t need to do anything further.
- If Google doesn’t agree with your disputed charge, and the card-issuing bank does not resolve the chargeback in your favor, the charge won’t be returned to you. Your account will remain active.
- If Google doesn’t agree with your disputed charge, and the card-issuing bank resolves the dispute in your favor, your account will have an overdue balance. To continue running ads on your account, you will need to make a payment.
