Where Do I Go If There’s A Problem With My Google Checkout Order?

If you order something using Google Checkout and there’s a problem with you order, there is a standard mediation process to follow.

First, contact the seller and try to resolve the issue.
1. Sign in to your Google Account.
2. On the Purchase History page, locate the order containing the item you’d like to cancel or have refunded, and click the link in the Item column.
3. At the top of the receipt, click Contact [Seller’s Name].
4. Select an appropriate subject for your message from the Subject: drop-down menu, and enter your message in the Message: text box.
5. Click Send email once you’ve provided the necessary details.

If that proves fruitless, you can ask Google for mediation. *

In this instance, either “I’d like to cancel my order” or “Other” should do the trick. — BEN POPKEN

* This was also covered, in passing, in our Dec 13 post, “We Interview Google Checkout; Promises To Protect Consumers


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  1. cindel says:

    Thank you for checking this out. They refunded my credit card a few days later.

  2. funzee says:

    Google proved pretty much useless when I was dealing with Ritz Camera.

    I purchased a couple of MP3 players from them a few weeks before Christmas. Ritz marks your item “shipped” (and your credit card is charged) when they clear it to leave their “distribution network”, but that doesn’t actually mean that it has shipped. So after a week and a half of “shipped but not actually shipped” status, I canceled the orders over the phone with Ritz and through Google Checkout. I don’t hear anything for weeks despite multiple cancellation requests.

    Finally, I contact Google about this and they gave me three canned “wait three business days and let us know if it’s still unresolved” responses. After another volley, Google told me they couldn’t do anything about the cancellation/refund, only the merchant can. I finally issued a chargeback and it still took another week and a half after that to get my order officially canceled. All told, it took over a month (35 days) from the first cancellation request to the actual cancellation.

    The bulk of the blame is on Ritz’s “distribution network” (their favorite scapegoat) but Google pretty much said “we can’t do anything but tell you to wait, so please wait some more and don’t call your credit card company.”

    I like Google Checkout, but their “mediation” is essentially useless.