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Google Local Service Ads can be quite costly, with each call or click potentially running into hundreds of dollars. That’s why many advertisers appreciate Google’s willingness to issue refunds for mistaken leads or errors.
However, Anthony Higman, a specialist in Local Service Ads, was surprised when Google refused to refund his client $400 after a call originated from an existing customer who clicked on the ad. Google confirmed the call came from a current client instead of a new lead but declined to reimburse the advertising costs.
Higman shared on a social platform that his client was charged $400 for a call from an ongoing customer who connected through the Google Local Services Ads profile. He clarified that direct business search wasn’t enabled, leading him to believe it was a mistake. Despite escalating the issue and discussing it with account representatives, the refund was denied, even though Google was aware that the call was from a current client.
An email exchange with Google documented this issue, highlighting that the auto-credit system may not be functioning correctly in certain circumstances.
Support chat screenshots also reveal ongoing frustrations, with industry voices noting that in the past, Local Service Ads don’t credit duplicate leads if they are untracked or if more than 15 days have passed since the last contact. However, that policy appears to have changed, as evidenced by updated information on the company’s site.
Many in the community are wondering if they’ve experienced similar problems with lead credits and refunds, sparking discussions about the reliability of the platform’s automatic credit system and policies surrounding billing for known clients.
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