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The client is a small business and has asked me to pursue Google for a refund or credit note.
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In our case, we overwhelmed them with facts - we submitted spreadsheets with gclid's, click paths of the IP in question and managed to get a refund regarding click fraud. However, if I understand you correctly, it sounds as though you did not receive any clicks but you saw charges? Do you have access to the raw server logs to verify that no clicks were recorded during the time period in question?
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Google have a monopoly. Where else can the client go? In my opinion Google's success has led to arrogance and hubris. and a disdain for the small businesses that helped build them.
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Agreed.
Best,
~Danielle