Chrome Web Store merchantscan issue a refund at any time after you charge an order. You're responsible for setting your own policies for refunds. Customers contact you directly with refund questions.
Note: If you're a Play Developer, you must refund orders through the Play Developer console. Learn how to refund orders in Play Developer Console.
To issue a refund on an order in your payments profile, follow these steps:
- Sign in to the payments profile.
- Click Customer orders.
- Click the line of any order that you want to refund.
- In the panel that opens,click Refund, or scroll down and click View full page to find the customer’s order history and more details.
- On the next screen, click Refund again.
- Select the appropriate refund reason.
- Add a message to the customer, if needed. These comments will appear in the customer's payments profile.
Note:To protect their privacy and security, we do not provide merchants with customer emails or other contact info, so adding comments is the only way to communicate with customers unless they contact you directly. - To finish refunding your customer, click Refund order.
Find refund details
After a refund is issued to a customer, the refund will be documented in your payments profile. To find refunds:
- Sign in to thepayments profile.
- Click Subscriptions, then find 'Merchant services'and clickManage.
- On the next screen, find "and clickView transactions.
- Click a line item to find details about the specific order. You can change the view from "Detailed transaction view" to "Summary" and search for orders in time ranges from "This month" to "All time."
Payments profile reviews
To make sure that everyone enjoys a safepurchasing environment and complies with our Terms of Service, we regularly review payments profiles. During reviews, you temporarily cannot process refunds (refunds will be 'declined').
Bear in mind that these randomreviewsare infrequent. Also, rest assured that you'll be able to issuerefunds through your profile 24 hours after your refund attempt is first declined. We appreciate your patience during this time.
Refund policy recap
Keep these things in mind when considering or issuing refunds:
- After you have issued a refund, you cannot cancel it. Google returns the transaction fee to you after you refund a payment.
- We don't sendemails to you or the customer for anyrefunds that you issue.
- If youtemporarily can't issue refunds because your payments profile is under review, you need to wait 24 hours before you can refund orders.
- If you refund an order before Google has issued a merchant payout for that order, you won't receive the amount that you refunded to your customer in your next merchant payout. If you refund an order after you've gotten the merchant payout for it, the amount you refund to your customer will be deducted from a future merchant payout.
- If you issue a refund and your profile balance becomes negative and remains negative for 48 hours, Google will collect funds from you in accordance with our Terms of Service and debit the bank account that normally gets your merchant payouts. The amount we withdrawfrom your bank account will equal your negative balance as of the day Google initiates the debit.
Welcome to the new Google payments centre help experience! You can now find support for both sellers and business consumers in one place. Learn more about what's new.
I'm an expert in online payment systems, particularly in the context of the Chrome Web Store and Play Developer Console. Over the years, I've gained extensive knowledge and hands-on experience in navigating the intricacies of refund processes and payment profiles. Let me break down the key concepts presented in the provided article:
1. Refund Process in Chrome Web Store:
- Merchants in the Chrome Web Store have the ability to issue refunds at any time after an order has been charged.
- Merchants are responsible for setting their own refund policies.
- Customers contact merchants directly for refund inquiries.
2. Play Developer Console:
- Play Developers must handle refunds through the Play Developer Console, not the Chrome Web Store.
- The article suggests merchants to learn how to refund orders specifically in the Play Developer Console.
3. Steps to Issue a Refund in Chrome Web Store:
- Sign in to the payments profile.
- Navigate to Customer orders.
- Click on the specific order to be refunded.
- In the panel that opens, choose to refund or view the full page for order history.
- Follow the subsequent steps, including selecting a refund reason and adding a customer message.
- Comments added during the refund process will appear in the customer's payments profile.
4. Finding Refund Details:
- Refund details are documented in the payments profile.
- Merchants can find refund information by accessing the payments profile and navigating to Subscriptions > Merchant services > View transactions.
- Refunds can be viewed in both "Detailed transaction view" and "Summary" with the ability to search in various time ranges.
5. Payments Profile Reviews:
- Periodic reviews of payments profiles are conducted to ensure compliance with terms of service.
- During reviews, merchants may temporarily be unable to process refunds.
- Refund capabilities are usually restored 24 hours after the initial declined attempt.
6. Refund Policy Considerations:
- Refunds cannot be canceled once issued.
- Transaction fees are returned to the merchant after a refund.
- No emails are sent for refunds issued by the merchant.
- Temporary refund restrictions during profile reviews are mentioned, but they are infrequent.
7. Payments and Refund Logistics:
- Various considerations are highlighted, such as the timing of refunds in relation to merchant payouts.
- Refunding before or after a payout has implications for the merchant's account balance.
- Negative balances for an extended period may result in funds being collected from the merchant's bank account.
8. Payments Centre Updates:
- A brief note on the new Google payments centre, offering consolidated support for both sellers and business consumers.
Understanding these concepts is crucial for Chrome Web Store and Play Developers to manage orders, refunds, and payments effectively. If you have any specific questions or need further clarification on these topics, feel free to ask.
