How it works
The Payment Guarantee Policy is an unique benefit that offers you protection from unwarranted chargebacks and allows you to accept more high risk orders. For all eligible transactions, we'll completely reimburse you for any chargebacks resulting from claims of unauthorized purchases and non-receipt of goods.
Determining eligibility
An order's eligibility for the Payment Guarantee is based on complex, proprietary fraud detection technology. While we can't disclose the exact reason why a particular order may or may not be eligible for the Payment Guarantee, please know that many factors go into determining an order's eligibility. Ineligible orders are not necessarily fraudulent and, because you know your business best, you may choose to process them at your own discretion.
Verify an order's eligibility
To determine if an order is eligible for the Payment Guarantee, follow these steps:
- Sign in to Google Checkout at https://checkout.google.com/sell
- Click the appropriate order in your orders inbox.
- Locate the Buyer credit verification section on the page.
- If the order is eligible for the Payment Guarantee, Covered by Payment Guarantee will appear beneath Buyer credit verification.
Additional criteria
Although an order may be eligible for the Payment Guarantee, to qualify for this additional protection, you must also meet the following criteria when processing the order:
- The order must be for tangible goods that meet our content policies.
- You must ship the order to the buyer's shipping address (as specified in the Google Checkout Merchant Center or the Google Checkout API call) according to the shipping method and timeframe agreed upon when the order was placed.
- For transactions less than US$250, you must provide a tracking number or other proof of delivery with full shipping address.
- For transactions of US$250 or greater, you must provide proof of delivery with the buyer's signature and full shipping address.
- You must display a clear return policy on your website.
- You must abide by the Google Checkout Terms of Service.
- The resulting chargeback must be for a claim for unauthorized purchase or non-receipt of items.
- Upon receiving a request from Google for supporting documentation, you must provide this information within ten business days.
If a buyer wants to make changes to an order and you would like remain qualified for the Payment Guarantee, please ask your buyer to cancel the order and place it again.
Note that our policy doesn't cover:
- Intangible goods, such as services and digital content.
- Chargebacks resulting from claims of defective merchandise or items not as described, credit for cancelled or returned orders, or duplicate billing.
For more details about our Payment Guarantee Policy, please view the Payment Guarantee Policy of our Program Policies.
As with any credit card transaction processing service, you assume some level of chargeback risk when you sell through Google Checkout. However, when combined with your good selling practices, Google's policies and commitment to your security can help reduce your overall risk.
