Have a charge on your bank statement you don't recognize from a vendor on Google Play? It happens to everyone at least once. Luckily for us however, Google Play makes it very easy to dispute these charges, and they get it fixed as soon as possible. Their service is great, so it's easy to get your money back if you happen to have charges that you did not authorize. But how do you do it?
First, you're going to want to get your bank statement - you should be checking this regularly anyway; especially if you're using a credit or debit card. That way you can establish where the charge came from. The formatting on bank statements for Androids and Apple are different. For Android, the charge will be listed as "GOOGLE*App developer name." For Apple, you'll find it listed as "GOOGLE*content type."
The important part is to remember what you purchased, and if you don't recognize the charge, it'll have "GOOGLE*" as the first word on the bank statement. The next step is to make sure that no one in your family made the purchase. Think back, did you let your child play with your phone? Or maybe you have a shared account with your spouse who likes to sometimes make in-game purchases?
Double check that nothing like this happened first. This is important, because this is an 'accidental' charge, not a 'fraudulent' charge. Meaning, it came from someone in your family, instead of a stranger somewhere in an unknown land. If it's an accidental charge, all you have to do is request a refund from Google Play by going to their Google Play website, and going to your Account, then Order History. From that page you can request a refund or report a problem with that particular purchase.
All you have to do is select the three dots to the right of the page, where it will say: Report a problem. Select the option that best describes your situation. It'll pop up a window that has step-by-step directions on how to prevent accidental purchases, and it'll have a text box at the bottom for you to explain what happened. That makes refunds easy, and stress free!
So what if it was a stranger in an unknown place? Then that is a fraudulent charge, and should be handled way more seriously. It's important to note that you need to make a claim on this to Google Play's support team within 65 days of the charge. Log into your google play, go to your order history and select the purchase, then select "Report a problem." Choose the option that says: "I don't recognize this purchase or charge."
Once you have done that, it will once again open up a window with instructions on how to report fraudulent charges to the support team, and a text box at the bottom for you to describe the issue. Fill in the text box, and click the link at the top that says: "Report unauthorized charges here." It will take you to a form page where you give them details about the date the purchase was made, and how much it was for.
Google Play tries to make this process as stress free as possible, so once again you'll get a confirmation email. After that, you should probably start looking into changing your security information on Google and Google Play - because if someone purchased something on your account that mean's there was someone unwelcome roaming around in your personal accounts - and they can wreck a lot of havoc.
Change your passwords, and follow the instructions on how to secure your information can be found on these pages as you're reporting the issue - make sure you do this, so that you can prevent any further unwelcome charges on your bank account.
After thousands of Google Play customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How Do I Dispute Google Play Charges? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting Google Play if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
GetHuman has been working for over 10 years on sourcing information about big organizations like Google Play in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How Do I Dispute Google Play Charges? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.