AdWords Won't Issue Refund?
I've been involved in a conversation with a commenter on this blog called webtrack about his issues with AdWords continuing to deliver ads when campaigns have been paused.
The quick version of the story is this; his campaign(s) were paused yet continued to accrue impressions, clicks and charges. I've seen the e-mail trail that validates this issue. Google has continually stated the "account will be credited" - which is webtrack's issue. He claims that Google is refusing to refund the charges (approx $1,500) and will only issue a credit to his AdWords account.
I've always been cool with credits - I plan on spending the $$$ with AdWords anyway. I'm having a hard time though understanding why, if it's true, Google would be unable/unwilling to just flat out refund the $$$ if that's what the customer wanted?
I have read Google's AdWords program terms, specifically section 5 - Payments. The important part from that section reads:
"Refunds (if any) are at the discretion of Google and only in the form of advertising credit for Google Properties."
Surely that can't apply when the AdWords system malfunctions and causes additional charges to accrue?
So is all this just a big misunderstanding or will AdWords really not issue a true refund if that's what the customer wants?
Labels: adwords, adwords billing
comments: 10 so far
posted by: Jeremy Mayes
permanent link: AdWords Won't Issue Refund?
10 Comments:
AdWordsAdvisor said they will be issuing refunds for this issue.
Interesting - because Google Adwords customer support have repeatedly told me that they are not going to issue refunds and that should they want to they do not have the physical ability to do so. Their stance is that only Adwords credits will be issued..
Also, thanks Jeremy for highlighting my problem like this..
webtrack - no problem. I had feeling we could get an answer or resolution relatively quickly.
rustybrick - thanks for the heads up. I had read that post but didn't put two and two together.
When it's all said and done I'm glad to see the AdWords team is handling this issue correctly.
AdWords team - feel free to deliver a few thousand clicks to my paused campaigns and then issue me a refund;-)
Actually I read the post over at webmasterworld and he doesn't specifically mention refunds. He does however mention 'credits'. I'm waiting for a response from AdwordsAdviser on that post before I draw any conclusions ..
I read that thread and the quote at SER:
"I guess you can look at it the other way......you get a refund....plus you got some free traffic."
If anyone would like to keep tabs on thread at WMW it's here:
http://www.webmasterworld.com/google_adwords/3259031.htm
A few days later and still response from AWA in the WMW thread....
Any update on your end webtrack?
I know I'm talking to myself but I just saw the latest update at the WMW thread and I'm shocked:
"Thank you for your email. I apologize for any confusion. I understand that
you would like a refund for the amount of charges accrued due to a
technical issue, instead of a credit. At this time, we are unable to
provide a refund of the charges accrued. We will still automatically
credit your account for the additional advertising activity which your
campaign accrued after the campaign was paused."
This is robbery, plain and simple. If I went to a store and bought a book for $10, only to find out the next day they charged me again for another $500 and told you no refunds, only credits I would be less than pleased...and that's the nicest way I can word that.
I'm still hoping there's just confusion here on the part of the AdWords rep sending the e-mail and that Google will in fact step up and do the right thing - give the guy his $$$ back.
yeah this is pretty horrible business practice from these people, I'm still considering what to do next. I am considering the possibility of trying to organize those affected by this and bringing a class action lawsuit. Still no response from AdWordsAdviser over at WMW ..
In the future, if you think someone will continue to bill your credit card after you've cancelled service, you can call your CC company and tell them not to allow charges.
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