How hard to get compensation from Google for Click Fraud

Major click fraud attack on our site

[lgn1]

We have been lucky for the past 15 years, but now we are getting a rash of click fraud in the past few days.

Since we use Shopify, we don't have access to the raw web logs that Google needs.

Fortunately I have a degree in statistics, I have created detailed Analytics reports, with statistical analysis, and the evidence is soundly against Google.

We are on monthly invoicing, so at least it's not an issue of trying to get the money back from Google.

When push comes to shove, how is Google in responding to click fraud complaints?

We do a lot of business with Google, so I hope they are a little more accommodating to their larger accounts.

If I get the brush off, I'm seriously contemplating that Google will find a little less in their envelope at the end of the month.

[keyplyr]

Good luck with that lgn1. Please come back and report how that went.

[RhinoFish]

The larger thing, doesn't work. You might be able to escalate things faster, might. But they are very fair, imo, to all sizes.

I think they listen very well, and I also believe that legit complaints do get routed to smart engineer types who take the time to analyze things, and who are genuinely interested in stamping out fraud.

I remember when their copyright process was a mess, about 6 years ago, and I hated even talking to someone there, and the process seemed designed to reward the bad guys.
But today, when you submit copyright complaints, sometimes G has it resolved within 60 minutes, including weekends.
I know copyright is not what you asked about, I'm just saying if you don't catch them at their finest hour, keep asking, they love data, and seem open to input.
That said, they end up in court around the globe, so if your way of measuring / catching fraud is something they think isn't effective, don't expect an explanation or great details.
But do keep proving your point, with data, they do listen, imo.

The threat of not paying, ditch that, not an effective tactic at all. :-)
Patience pays.
I don't mean give in or go lightly, I mean stay steady, and if you know you're right, keep steady pressure on the issue.
Fraud today is very sophisticated, usually takes a thorough review.

Good luck to you!

[tangor]

If you need logs to prove your point, then contact those who can give you those logs. After all, it is in THEIR best interest, too, to stamp out fraud. Just a different avenue to resolve the issue.

[lgn1]

Just an update. Shopify indicated that 80% of the traffic came from VPN's and can't be traced. Our normal level of VPN traffic is around 5%-7%. What Shopify gave Google was only the valid traffic. Still working with Google, and will provide them statistical analysis, for the crazy insane one hour spikes. Fortunately the attacks ended two days ago. Probably the last gasp of a few competitors, that are circling the drain.

I would never, go unilateral and not pay Google. Since these cases takes a while to get resolved, I'm going to ask them to bump the net 30 to net 60 terms on monthly invoicing, to give us increased flexibility, especially if this ever happens again.