Google Ads Refund Case Study: How ₹65,865.95 Was Recovered After a 3-Year Payment Issue

A Google Ads account can become extremely difficult to resolve when multiple issues overlap — particularly when Suspicious Payment Activity, payment verification, account suspension, account cancellation and a refund hold are involved.

This case study documents how SPL Techno Soft, through its digital compliance and account-support expertise, helped a client work through a long-pending Google Ads payment and refund issue involving an eligible balance of ₹65,865.95.

The client had been trying to resolve the matter since January 2023. After the case was taken up by our team, the issue was systematically reviewed, documented and escalated through the appropriate Google Ads support and verification processes.

Result: The case was successfully resolved in approximately 30 days, and the eligible prepaid balance of ₹65,865.95 was recovered on 19 August 2026.

Important: This is a client case study based on the account records, correspondence and outcome available to our team. It is not an endorsement or partnership with Google.

The Client's Google Ads Problem

The client had an existing Google Ads account that had accumulated a significant prepaid balance.

However, the account subsequently became affected by multiple account and payment-related issues.

The major problems included:

• Suspicious Payment Activity suspension
• Payment verification requirements
• Google Ads account suspension
• Account cancellation
• Refund being placed on hold
• Original payment method becoming unavailable
• Difficulty changing the refund/payment method
• Identity and payment verification requirements
• Multiple Google Ads policy-related account restrictions
• An eligible remaining prepaid balance of ₹65,865.95

The most important objective was not to continue advertising from the account.

The primary objective was to resolve the payment-related issue and recover the eligible prepaid balance through Google's official process.

Why Was the Refund Difficult to Process?

One of the most complicated parts of this case was the relationship between the account suspension and the refund process.

Google states that accounts can be suspended for billing and payment concerns, including suspicious payment activity. Google may also require advertisers to verify payment activity or payment methods during the suspension appeal process.

In this particular case, the account displayed an eligible remaining balance of:

₹65,865.95

However, the original payment method was no longer available.

This created an additional complication because the client could not simply complete the refund through the original payment method.

The account also remained under a payment-related suspension, meaning that resolving the suspension and verification issue became an important part of the overall refund process.

Step 1: Understanding the Real Problem

Rather than treating the situation as a simple "Google Ads refund request," we first analysed the complete account situation.

The case involved several different layers:

1. Account Suspension

The account had been suspended for Suspicious Payment Activity.

2. Payment Verification

Google required payment and/or identity verification as part of the review process.

3. Original Payment Method

The original card/bank payment method was no longer available to receive the refund.

4. Refund Hold

Although the account showed an eligible prepaid balance, the refund could not immediately be completed while the payment-related suspension remained unresolved.

5. Additional Account Restrictions

The account also displayed other policy/account restrictions, making it important to focus the appeal and documentation on the correct issue rather than submitting random or repeated requests.

Step 2: Documentation and Identity Verification

A major part of the process was ensuring that the account owner's information and supporting documents were properly presented.

The relevant identity and payment information was prepared for Google's verification process.

The documentation included appropriate identity/payment supporting information such as:

• Account owner identification
• PAN Card
• Aadhaar Card
• Passport
• Payment/bank information
• Relevant account information
• Explanation of the payment situation
• Explanation regarding the unavailable original payment method

Google's official guidance confirms that payment verification may involve information such as legal name, Payments profile information, government identification, proof of address and payment-method documentation.

Step 3: Building a Proper Appeal

The next challenge was the Suspicious Payment Activity suspension.

Instead of submitting a generic appeal, the case was approached around the actual payment circumstances.

The appeal focused on:

• Who owned the account
• Who was responsible for the payment activity
• The payment-method situation
• Why the original payment method was no longer available
• The existing eligible prepaid balance
• Identity verification
• Payment verification
• The client's willingness to provide additional documentation
• The objective of resolving the payment issue through Google's official process

This distinction was important.

The goal was not simply to say:

"Please remove my suspension."

The goal was to provide Google with enough context and documentation to understand the payment situation and conduct a meaningful review.

Step 4: Working Through Google Ads Support

The case required multiple interactions with Google Ads Support.

There were periods where the case remained under specialist review, and additional documentation or verification was requested.

The support process involved communication regarding:

• Suspicious payment activity
• Temporary billing/payment holds
• Payment verification
• Identity verification
• Refund eligibility
• The unavailable original payment method
• Account suspension
• Refund processing

Google's own documentation explains that after payment verification is completed, the suspension appeal can proceed for review and advertisers receive follow-up communication regarding the appeal.

Step 5: Avoiding the Biggest Mistake — Random Repeated Appeals

One of the most important lessons from this case is that more appeals do not automatically mean faster resolution.

Google specifically recommends appealing when appropriate changes have been made and the account is ready for review. Google also says submitting one appeal at a time helps ensure timely review and notes that too many appeals for the same suspension may not be processed.

Therefore, our approach was:

Analyse → Document → Verify → Explain → Appeal → Wait for Review → Follow Up

rather than:

Appeal → Appeal → Appeal → Appeal

Step 6: The Turning Point

After the documentation, verification and appeal process was completed, the case moved through Google's specialist review process.

The important objective remained consistent throughout:

Resolve the payment-related suspension and enable the eligible refund to be processed through the appropriate Google process.

The account was not treated as a normal advertising campaign-management issue.

It was treated as a Google Ads payment, verification and account-compliance case.

Final Result: ₹65,865.95 Successfully Recovered

After approximately 30 days of focused case handling, the long-pending issue was successfully resolved.

Client Result

Original issue: Pending since January 2023
Approximate case resolution period: 30 days
Eligible balance: ₹65,865.95
Issue: Google Ads payment/refund + suspension
Final outcome: Refund successfully recovered
Recovery date: 19 August 2026

₹65,865.95 RECOVERED

This was especially significant because the client had been attempting to resolve the issue for approximately three years before the case was professionally taken up.

What Made This Google Ads Case Different?

This was not simply a case of clicking the "Refund" button.

The account had multiple interconnected problems.

The challenge was understanding which issue was blocking the refund and then addressing the underlying payment-related suspension and verification requirements.

The major components were:

Suspicious Payment Activity
↓
Payment Verification
↓
Identity Verification
↓
Account Suspension Review
↓
Refund Hold
↓
Original Payment Method Unavailable
↓
Specialist Review
↓
Refund Resolution

That is why a structured approach was necessary.

Key Lessons for Google Ads Advertisers

1. Don't ignore payment verification requests

If Google requests payment or identity verification, complete the process carefully and ensure that the submitted information is consistent.

2. Keep payment information accurate

Google recommends keeping account name, address and payment information up to date.

3. Understand the exact suspension reason

A Google Ads suspension can have multiple causes. Billing/payment suspensions and policy suspensions should not automatically be treated as the same problem.

4. Documentation matters

Clear documentation can help explain the relationship between the account owner, payment method and business activity.

5. Don't submit endless appeals

Repeated appeals without meaningful additional information can be counterproductive. Google's own guidance recommends appealing when the account is ready for re-review.

6. A refund issue can become a compliance issue

When an account is suspended for payment-related reasons, the refund process may require the underlying account/payment issue to be reviewed first.

Can a Suspended Google Ads Account Still Be Recovered?

Every case is different.

Google states that suspended accounts can be appealed when the advertiser believes the suspension was made in error, and Google may require payment verification as part of the process.

However, no legitimate consultant can guarantee that Google will reinstate a particular account or release a particular refund.

The best approach is to:

1. Identify the exact suspension reason.
2. Review the account history.
3. Identify payment and identity inconsistencies.
4. Prepare accurate documentation.
5. Complete required verification.
6. Submit a clear and factual appeal.
7. Follow Google's review process.
8. Respond to additional requests from Google when required.

How SPL Techno Soft Approaches Complex Google Ads Cases

At SPL Techno Soft, our approach is based on documentation, compliance, analysis and structured communication rather than shortcuts.

Our work can involve:

• Google Ads suspension analysis
• Suspicious payment activity support
• Payment verification guidance
• Advertiser verification support
• Business Operations Verification (BOV) guidance
• Google Ads appeal preparation
• Account compliance analysis
• Refund/payment issue documentation
• Google Ads policy issue analysis
• Digital account recovery support

Our objective is simple:

Complex Cases. Clear Strategy. Successful Results.

About AdCouponStore

AdCouponStore.com operates under SPL Techno Soft, India, providing digital trust, compliance, reputation management and growth-related solutions for businesses, agencies, startups and online entrepreneurs. The company's existing website identifies AdCouponStore as a SPL Techno Soft brand and lists Google Ads compliance and verification support among its services.

Need Help With a Complex Google Ads Account Issue?

If your Google Ads account is facing:

Suspicious Payment Activity
Google Ads Suspension
Payment Verification
Advertiser Verification
Business Operations Verification (BOV)
Refund/Payment Issues
Circumventing Systems Issues
Account Compliance Problems

don't start submitting random appeals.

First understand what caused the restriction, what evidence is required, and what information Google needs to review the case.

Contact AdCouponStore / SPL Techno Soft

? Website: https://adcouponstore.com
? Email: info@adcouponstore.com
? WhatsApp / Call: +91 9166442829

SPL Techno Soft
Clean. Compliant. Scalable.