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I have an adwords account, I haven used it for some years, as I mainly run accounts for other people, my own account all the campaigns were deleted.
But at the end of December last year, someone on a forum was having a problem with adwords and to assist them I set up a test campaign, which I paused as it was just a test to replicate the conditions of the person I was assisting. It was just some keyword tool problem and I quickly went thorugh campaign setup putting the ad title:test desc: test url: test.com keyword :test
I thought I paused it, but then had access to the keywords tool where I could assist that person I mentioned. I didnt add any keywords, I just set it up testing testing testing kind of thing.
However this month I noticed a $715 charge on my credit card from adwords. The ad had not paused and had run up these charges. I wrote to support explaining the mistake and how I thought I had pressed pause, and how obviously it was a test you could see that.
They refused to refund me saying that it was my mistake and my problem, even though they could see it was a mistake, they said that it was my responsibility and I would have to pay for it.
I feel it is really unfair, plus I cant afford that much money, I was unale to pay my rent this month due to it and as it was obviously a mistake I am surprised that Google, such a large compan, feels it necessary to benefit from my mistake.
Does anyone have any opinion on this?
Everyone could claim they made mistakes. "I changed my ad and this one isn't doing as well as my last ad. I made a mistake. Can I have my money back for these clicks Google?"
Blunt but true - You should have made sure the ad was paused or even deleted after the test. Period...
But, I also see Google's standpoint, too. One time... many years ago, I was lowering a bid for a blatantly poor keyword (the #1 searched teen popstar in the world). Instead of entering $0.10, I mistyped it as $10... needless to say, I got my first lesson the extreme hazards of search engine marketing. What I learned was - details are everything, whether it be a bid, a URL, or the status of a campaign or ad group, and one little slip... no matter how honest a mistake or clearly erroneous... can be a bitter pill to swallow.
But, if put in the situation, how would Google decipher between your mistake and mine? Both seemed like honest missteps - with enough supporting evidence to confirm the contention. So, which should they refund? Unfortunately, in my opinion, the answer is neither.
It could have been their system at fault anyway, as I maintain I pressed the pause button, and Googles system obviously is prone to mistakes, as seen last weekend when it was showing all sites as malware. So it may have been their system failre, not mine.
Anyway, what do large companies care about individuals like me not being able to pay their rent, my circumstances are irelevant to them.
/I used to love google, but today i see them as the Borg
It's an expensive lesson to learn (I too have had mistakes with typos early in my AdWords career) but it's also a question of personal responsibility. When you make a mistake, you have to own up to it and pay for it.
If Google had actually made the mistake, you'd sure as heck expect them to pay for it.
Also, if Google were a much smaller company with many fewer advertisers, looking at individual cases such as yours might scale. But you must be able to see that at their size, they simply can't.
And I still maintain that I pressed the pause button, you are assuming that the Google system is incapable of any error, even though clearly Googles system makes mistakes, as I already pointed out.
No offense, but don't play with fire if you're worried about being burnt. There have been many stories like yours with much higher stakes.
I wonder who has what ethics. And what happened to having personal responsibility for one's actions and mistakes. And since when did an inability to manage one's own money somehow entitle one to someone else's money?
Think very, very hard about trying to weasel out of paying for your own lack of diligence by doing a chargeback. The business possibilities you would destroy in the process could cost you a lot more in the long run than the pain you're feeling right now.
And the only pain I am getting is in my neck from the silly replies I am getting.
It doesnt matter whether anyone sympathises with my course of action, that is what is being done.
Sure Google never asked me to defend their keyword tool, so I am guilty of being stupid enough to have done that, I just never expected them to run a paused campaign, so did not think it was that much of a risk.
Google is charging me for an obvious mistake
This implies you made a mistake, and if it was obvious, then you should have spotted it. I am sorry this has happened, but I don't see how you can make out, Google is at fault.
If you do decide to go down the charge back road Google will just supply the facts they have, you had the account, you created the ads and you ran the ads.
Honestly, I don't think it is in your interests to go after this in that manner.
I lose nothing by doing a chargeback at all and netmeg, your little quote says nothing except that I sometimes work for other people not from my own premises.
You guys need some rest as it seems your minds are playing tricks on you and you seeing stuff that isnt there. So take break, and I will go ahead and I will go ahead with the chargeback, because its out of order, even if noone else here is caable of seeing that.
Does your Change History [adwords.google.com] show that the ad was paused?
[edited by: Rehan at 4:53 pm (utc) on Feb. 9, 2009]