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For app and game developers

Missing in-app purchase reply templates

Paying and getting nothing is one of the fastest ways to lose a player. Reassure them quickly, walk through restoring the purchase, and ask for the receipt that lets you check it.

Replace the text in [brackets] before sending.

Templates

Restore steps and order ID

Email

Subject: Re: I paid but didn't get [item]

Hi [Customer name],

Sorry about that. You paid, so you should have [item], and we'll get this sorted.

First, please try restoring your purchases:

1. Make sure you're signed in to the same Apple ID or Google account you used to buy it. 2. Open [App] and go to [Settings → Restore purchases]. 3. Restart the app.

If [item] still isn't there, please reply with the order ID from your receipt. On iPhone, it starts with "M" and is in the receipt email from Apple. On Android, it starts with "GPA." and is in the receipt email from Google Play.

With that, I can look up the purchase and add it to your account manually.

[Agent name]

Purchase found and delivered

Email

Subject: Your [item] has been added

Hi [Customer name],

Thanks for sending the order ID. I found your purchase from [date] and added [item] to your account.

Restart [App] and it should be there. If it isn't, reply with a screenshot of [the screen where it should appear] and I'll keep digging.

Sorry for the wait, and enjoy [item].

[Agent name]

Chat: first reply

Chat

Sorry about that, let's find your purchase. Could you try Settings → Restore purchases and restart the app? If it's still missing, send me the order ID from your store receipt email and I'll check it.

Tips

  • Ask for the store order ID rather than a card statement; it is what you can actually look up.
  • Ask which device and store account they used; a different Apple ID or Google account explains many "missing" purchases.
  • Check your server logs for failed receipt validation; one player's ticket often reveals a wider issue.
  • Tell the player exactly where the item should appear once it's delivered.

Avoid

  • Asking for full card numbers or banking details.
  • Telling the player to contact Apple or Google before you have checked your own records.
  • Making the player feel accused of fraud.

More templates

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