CC on Refund Correspondence

When fraud0 replies to Google Ads support about an invalid-traffic refund case, you can have your own team and your Google Ads contact copied on each reply. This page explains how to set that up and what the people you add will receive.

Who you can add

There are two kinds of contact:

• Your team — people at your company who want to follow refund cases, such as your marketing manager or a shared inbox.
• Google Ads contact — your Google Ads account manager or agency contact.

You can add dashboard users from your organization or any other email address.

Where contacts apply

Each contact applies at one of three levels:

• Organization — copied on refund correspondence for every tag. Use this for someone who oversees refunds across your whole company.
• Tag — copied only for one tag. Use this when each site or brand has its own team.
• Google Ads account — copied only for one account. Use this when a tag has several Google Ads accounts with different account managers.

Organization-wide contacts are copied on every tag by default; each tag shows them as a line such as + 2 org-wide, which you can click to list them. On any tag you can turn off Include org-wide, separately for your team and for your Google Ads contact; they then show as Not copied on that tag. For example, a central team can follow every tag while each site keeps its own Google Ads contact.

Add a contact

1. Open Settings → Refunds. If you manage several organizations as an agency, choose the organization first.
2. Choose the role.
3. Enter an email address. For your team, start typing to pick a dashboard user from your organization.
4. For an address outside your dashboard users, optionally add a note, such as “Google Ads rep”.
5. Under Applies to, choose Organization, Tag or Google Ads account, then pick the tag or account.
6. Select Add.

The page lists organization-wide contacts first, then each tag with its own contacts and the accounts under it. A tag marked Nobody copied has no contacts, including organization-wide ones.

Only Google Ads accounts linked to one of your tags can be chosen. If an account is not listed, contact fraud0 support.

What contacts receive

• When you add someone, they receive one email telling them they will be copied on refund correspondence for your organization, with a link to remove themselves.
• After that, they are copied on fraud0’s replies to Google Ads support for the tags or accounts you chose. These are not fraud0 product or marketing emails.
• If they reply to the thread, fraud0 keeps their message with the case for context. It does not change how the case is handled.

Note

Whether Google Ads support keeps everyone on copy when it answers depends on Google’s own support process. Your contacts always receive fraud0’s replies.

Removing contacts

• Remove a contact at any time from Settings → Refunds.
• A contact can remove themselves with the link in their notification email. They then appear under Removed themselves, so you can see what happened.
• To change an email address, remove the contact and add the new address. The new person receives their own notification.

Limits

You can add up to 10 contacts per role for each tag, account, or the organization.