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For a full review of our policies, please read our Terms of Service.
Order Problems and Mediation
Google can't make guarantees about sellers accepting payments through Google Wallet or the products they're selling. Learn more about troubleshooting order-related issues.
If a seller is unresponsive, and you placed your order within the last 90 days using any of the accepted payment methods, Google can mediate by contacting the seller on your behalf. File a claim for mediation.
If you made a purchase using Google Wallet, it will appear on your credit card statement as GOOGLE *Store Name. View the Transactions page in your account for more details about purchases made through Google Wallet.
If you see charges for purchases made through Google Wallet, but you never created an account, please check with members of your household or business to confirm that they haven't placed the order. If you're still unable to recognize the charge, please report the unauthorized purchase within 60 days of the transaction so Google can begin an investigation.
If you previously created a Google Wallet Account, and an unauthorized person has accessed your account, please contact us immediately. Our fraud protection policy covers you against any unauthorized purchases that were made with your Google Account. If we find that an unauthorized purchase was made, we'll make sure you aren't charged for it.
If someone has taken over your Google Account, but you don't use Google Wallet, you may still be able to recover your account.
Google takes privacy and account security very seriously. If you receive a message that might qualify as a phishing scheme, please forward a copy of the suspicious email to firstname.lastname@example.org, or file a report.
Counterfeit and Unauthorized Goods
It is against Google's policies for merchants to sell counterfeit and unauthorized goods. These include replicas or imitations of designer or other goods, items without a celebrity endorsement that would normally require such an association, fake autographs, currency, stamps, tickets, and other potentially unauthorized goods.