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Helpwing

For app and game developers

How to reply to an App Store or Google Play refund request

Only Apple can refund an App Store purchase, so the reply walks the user to Apple. Google Play is different: the developer can refund an order from Play Console, so you can usually solve it yourself.

Replace the text in [brackets] before sending.

Templates

Purchased on iPhone or iPad

Email

Subject: Re: Refund for [App]

Hi [Customer name],

I'm sorry [App] didn't work out for you. Because you bought it through the App Store, the payment went to Apple, and we don't have access to issue refunds for it ourselves.

You can ask Apple for a refund here:

1. Go to reportaproblem.apple.com and sign in with your Apple ID. 2. Find the [App] purchase and choose "Request a refund". 3. Pick a reason and submit.

Apple reviews each request and makes the decision, so I can't promise the outcome, but the process is usually quick.

If the reason you want a refund is a problem we can fix, tell me about it. I'd be glad to help either way.

[Agent name]

Purchased on Android

Email

Subject: Re: Refund for [App]

Hi [Customer name],

Sorry to hear [App] didn't meet your expectations. Purchases made through Google Play can be refunded by us directly.

Please reply with the order number from your Google Play receipt email (it starts with "GPA.") and I'll process the refund. Google then returns the money to your original payment method, which can take a few days to show up.

If you'd rather tell me what went wrong first, I may be able to fix it instead.

[Agent name]

Chat: quick explanation

Chat

I'm sorry it didn't work out. Did you buy it on iPhone or Android? iPhone: only Apple can refund it, at reportaproblem.apple.com. Android: send me the order number from your Google Play receipt (it starts with "GPA.") and I'll refund it.

Tips

  • Ask which platform they bought on before sending instructions; Apple refunds only through Apple, while Google Play lets you refund from Play Console.
  • Explain why you can't refund it in one sentence, so it doesn't sound like an excuse.
  • Check the store's current help pages occasionally; menu names change between OS versions.
  • Offer to fix the underlying problem; some players would rather have a working app than a refund.

Avoid

  • Promising that Apple or Google will approve the refund.
  • Telling an Android user only Google can refund them, when you can do it from Play Console.
  • Offering an off-store refund you have no way to process.

More templates

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