56 Comments
I just read an interesting story by Mona over at Pixel Bits explaining how she was disappointed with a couple iPhone apps she had purchased and how she got a refund for these apps, simply by asking Apple.
Here are the steps to request an iPhone app refund:
- Launch iTunes
- Go to Purchase History
- Report a problem
- Fill out the form with a legitimate reason for your refund request
Apple resolved my issues with a quick turn around time, hassle free, and was really really nice about it, too. And I am not going to lie, it shocked the crap out of me! …It may have helped I was clear and concise: “Beejive is not working out for me because x and x. Therefore, I would like x.” Manners and politeness can be advantageous, too.
I had no clue that you could request a refund for an iPhone application, but apparently, Apple gives customers 90 days to claim a refund for any purchase they made in iTunes or in the App Store.
Interesting, didn’t know about that!
Just keep in mind that when you request a refund you’re actually taking money out of developer’s pockets. Apple refunds the customer the full amount, and then also retains the 30% commision on the sale. So, for an app that costs $0.99, that’s $0.30 the developer now owes Apple…
Sure you deserve to be refunded if the app is horrible, however Apple seriously needs to rethink this policy to not steal from developers.
Good point. I usually read on reviews before making a purchase, but the refund should really only be utilized if the app doesn’t work as advertised.
As I said over on Pixel Bits, for my iphone calculator app (OneCalc), my current policy is to refund the purchase myself if a user emails that they are unsatisfied with it. Even though OneCalc is a very high quality app, it still may not be what a particular user expected, or it may not provide some specific feature that a user needs. I want users to be able to try it out without hassle. I’m willing to do this because I have faith in my app and am confident that it provides huge value compared to other offerings.
I’ve done it a couple of times, and APPLE has been fairly good as long as you give them a good enough reason….. and as far as APPLE taking the 30% commision… well it’s APPLE what else could you expect from them ?
This is a test comment
Nice one
You always get better results if your nice and respectful. I own an online business and if a customer is rude and ignorant they can kiss it..lol unless it was my fault for an error i wont respond to rudeness and ignorance.
I have just gone and spent £1.79 on some runjogwalk thing, thnking it was free! It’s like midnight so I’m tired and didn’t look properly (Duh!) after clickng buy now I realized what I had done, but had already pressed it!!! So annoying!!! And I’d just brought another app so it didn’t ask for my password either!!! :[]
Hi everyone. I bought the new tomtom app and it’s aweful! It doesn’t work and so I followed the tips given here about how to apply for a refund and contacted apple. It’s been 2 days and I have yet to hear anything. How long should I give it before trying to get in touch again?
@James W I think you should wait at least a week or 2. Apple is REALLY slow.
There are so many applications that are thrown together or are strictly portals for information that is already available easily through SAFARI that its no wonder persons are being disappointed. The APP developers need cleaning up as much as the APPS themselves. It seems APPLE is in a race with them selves to achieve a target number of applications, perhaps millions, as milestone of sorts.
With this aggressive development and a means to achieve revenue with a cumbersome refund system it’s a CASH machine.
I’ve bought APPS that do what they are supposed to do whereby functionality is not the issue, its CONTENT. So many of these new APPS are supposed to information repositories (i.e. cocktail or recipe APPS) that are slim on content. We’re misled into believing the more the price of the APP the better the content or even the functionality. Were all learning quickly this is not the case?
My point to developers: if you want to get in the game, be prepared to charge enough in your pricing to expect a determined percentage of refunds. If your APP is all that you sat it is, the refund requests should be minimal.
Jim
One more thing, I just submitted a request for my FIRST refund. I’ll let you know if this request is succesful.
The application: “Jimmy the Bartender”
Reason: content is VERY slim; bartender advice for customers is juvenile by comparison with print version in Men’s Health Magazine, and recommendations of restaurants, bars, wines, etc are very questionable almost begging the scrutiny or accusation of the information being a paid for listing.
I wish I had known about this a couple of months ago. I purchased Ms. Pac Man and it did not work for about a month due to the fact that it was not working with the new update. Namco was not helpful at all on their web site and I felt like I had $5 taken from me. Thanks for the information! I appreciate it… I also agree that this should not be abused and Apple should not retain that money!!
Hello.
We are developers for iPhone & iPod Touch. After talking with some AppStore fellow, I’ve got a pretty clear answer about the whole refund system and iTunes Store policy.
It works like that:
1. All sales on the iTunes Store and the AppStore are FINALES. No refund.
2. In case of a technical problem (corrupted download, double charge…), the user gets a
refund and the developer get charged for the amount of what he got.
3. On special occasions and at its discretion, Apple will refund an App based on user’s complain. In the case Apple agrees to the refund, it will refund to the user the full price of the app and the developer doesn’t get charge for anything.
The developers are never been charge more than they’ve been credited.
Interesting. As a developer, do you think Apple should have some type of “official” refund policy? Something clearer. I know that the Microsoft App Store (whatever it’s called) gives you 24 hours to try the app. If you don’t like it, you can get a refund no question asked. I think that’s a good system.
I think a refund policy is problematic for software and especially for cell software. People can try the soft for a day, ask for a refund and re-buy it days later when they need it another time.
I think Apple found the best solution by authorizing free software to get in-app purchase. Like that, users can get a taste of the app and buy it if it works for them.
As you can see from my blog post about the AppStore on our website, I was very scared by this supposed Apple refund policy of “we give you 70% of paid price but we’ll take from you 100% for refunds” (I wonder how did it started…). We even though to just leave the platform because of that. After a few email exchanges with a representative of iTunes Finance department clears the situation and it puts Apple in a very good light for customer satisfaction without hurting its developers.
In the case of GV Mobile, where Apple sells the app in the App Store, then changes their mind and pulls the app, they should not be allowed to charge back the developer the 30%. That should be their own loss. I am requesting a refund, but I don’t want the developer to take a hit. It wasn’t his fault.
Oh poor little developers – Not! – there should be a 16 day cooling off period so if you dont like the app you just get your money back- like with Argos – I just bought an office app but I cant edit word files so its only 50% good to me.
I will probabaly never get my money back and bt the way whats with all the mushy and unjustified symapathy for the app developers
@sebastien its windows market. and theres also the Andriod market
@sol
erogant jerk. Developers work hard to create an application, for anything or any OS. y should they be punished for Apples decisions? if apple takes an app of the app market, after the Dev has been paid, they shouldn’t take the money from the dev. like ken said, IT SHOULD BE AT APPLES LOSS.
I think that there should be an option to get a refund for an app if it is downloading and you never meant to click it, so really you haven’t tried it yet
C’mon, who are you kidding many of the apps are nothing but a load of rubbish and shouldn’t be associated with apple quality…I’m convinced the developers ask their friends to write these “fake” good reviews.
This is in no way meant to insult all the really cool and excellent apps out there…just the amateurs that shouldn’t be approved to sell their rubbish in the first place.
There should be a 3 day grace period for all apps in my opinion, no questions asked. I’mtired of paying for some kids school projects.
I’m mad. Im not getting a refund for something i didnt mean to buy! its not fair!
I WANT MY 99 CENTS BACK!
Can you get avi player or divx on iphone?
All sales are final. No refunds!
http://support.apple.com/kb/HT3641
how do9 you get on purches history ??? i dont know how to do it ???lmao
were abouts it purch history ???
do you have to delete the program or does itunes do it for you after you get the refund??
So, I tried reporting a problem by following the steps through iTunes but when I push the “Report a Problem” button, nothing happens. The button goes away and I get no form, and no other options. Is there any other way I can report it?
I called Apple and they connected me with an iTunes rep who told me to have my bank send something to them requesting to cover the charges of an app that I didn’t purchase but was charged for, so I’m going to do that but I wanted to see if there was something that I could send a complaint on instead because I was charged overage fees from my bank totaling $65 for this app because I didn’t know that it was purchased and had taken money out of my account! It’s a crazy problem but I want to make sure that iTunes makes and effort to cover these charges because it is obvious from my bank statement that it is totally their fault.
i have a huge problem please somone help me ,, there was a app for 899.99 ya eight hunderd dollars i clicked to see what it was ,, it started to down load all by its self and i cant get ahold of apple ,, i dont have the money this i serious what do i do ,, and look it up i think it has somthing to do with a camera ,, i deleted it soon as i got it and it is still charging me i call discover and they said that they cant do nothin.. i am very disappointed any help wih this probelm would b A !!!HUGE!!! help..
My kid was using my old iPhone and he downloaded a bunch of apps that cost sa lot of money .is there a way to credit my account of these purchases . Thank you
Why should the Developer not eat a portion of the refund? While not 30 pts, Apple has significant costs for building their wallet, handling microtransaction costs, etc. If they had no refund policy the chargeback costs would skyrocket
I followed this 3 days ago and they gave me a “one time courtesy credit” of the 3 apps I did not like but told me that this is it. They never deleted off my phone or iTunes so I can still use them altho I don’t. I think many have their friends write wonderful reviews too.
Should definitely be at least 3 days to see if you like it.
Nope – no refund! I requested one in a direct call to Apple support, and was told of their no-return policy. It was for a navigation app that I found awkward, confusing and useless. A not very expensive lesson at $3.99. So, BUYER BEWARE! You’re stuck with these. This will discourage me from any future installations that aren’t free.
I recently purchased an app the 7 megapixel camera based ont he reviews on the first page, the app is dreadful and does exactly nothing with the photos. I have tested it thouroughly and yes it is useless. The app reviews are obviously completed by app developer mates with one even commenting get in quick for 70% off lol what a cheek. SO back to the refund I have requested a refund through apple, you log into your account on itunes and report a problem and then request a refund. I strongly beleive there are many many fantastic apps and cant beleive how cheap some of them are but until apple decides to put its foot down on the sharks ripping people off then i and millions of others will be hesitant about where we spend our dollar…..tip of the week when buying an app always read the reviews ..most recent first.
7 megapixel camera developers bight me…. I hope apple sues your hole
Kelsay above
When you push the report a problem button you will see a small report a problem written beside each app then you click on that report a problem and an email page to apple comes up.
We all need to do this people so that apple gets the message no shit apps.
In response to
“Just keep in mind that when you request a refund you’re actually taking money out of developer’s pockets. Apple refunds the customer the full amount, and then also retains the 30% commision on the sale. So, for an app that costs $0.99, that’s $0.30 the developer now owes Apple…
Sure you deserve to be refunded if the app is horrible, however Apple seriously needs to rethink this policy to not steal from developers.”
I disagree completely, Developers if they are worth their weight will not have to worry about this, as good and useful coding will in the whole sceheme of things net them a GOOD profit.
If anything the refund policy is a good way to make bad developers think twice before launching an app.
the “stealing from devlopers” is an unfair comment.
Sure apple might “steal” from developers.. But what are these developers doing when left unhinged? Crap developers “steal” from customers..
And believe me, I would rather get $.99 of my hard earned cash back, rather than feel sorry for crap developers and make them lose out on $.30
I am delighted to revise my comment (#36) on the refund question. I called again, spoke with a different agent and reiterated my pledge never to install another paid app. He didn’t credit the refund, but he was far more helpful than his predecessor in navigating me through the “Report a problem” sequence. All I had to do was to describe in writing what I had done on the phone and – VOILA! – less than 24 hours later a response arrived promising the credit of $3.99 + $.35 tax. Ever the cynic, I waited until the $4.34 appeared on my account page before posting this comment. I needed the help in the problem report because clicking that link on the account page failed to open the email page.
Can anyone give advice on an in-app purchase made by mistake? To cut a long story short, my daughter got hold of my i-phone, starting playing a game and managed to run up a bill of £86! I reported this to apple within moments of recieving the invoice with the charge on it. Have been waiting over 24 hours for a reply now and am getting anxious.
Help!
I have just spent £7 on Fifa10 and a very dissapointed in the program itself. as i purchased it 3 days ago i believe apple wil want a “proper explination” as to why i requeted a refund.
but under EU and British law arnt all remote purchases subject to a no questions asked 14 day money back guarantee???
im simply unhappy with the aplication so im going to submit a reqest to have my money back
Big problem here: when I click the “Report a Problem” button, the only thing that happens is the report a problem button disappears. That is the only thing that happens, there is no form.
So where do I fill out the form and explain the problem, that after working with the app developer they told me to request a refund this way?
Cory, try this link.
http://www.apple.com/support/itunes/contact.html?form=app_store&topic=App%20Store%20and%20iBooks&subtopic=Troubleshooting%20Applications
I had the same problem (see the last sentence in comment no. 40.) That’s part of what I meant by Apple being more helpful in my last call than in the prior one. They gave me this web address. Good luck!
@Claire #41
The exact same thing has just happened to me. My son has paid for £150 of in-app purchases thinking it was money he earned within the game!! I have reported the problem 2 days ago requesting a refund but have not heard back yet. Nightmare.
How did you get on Claire, any joy?
Hi Ed. I did get my money back from I-Tunes. I made the complaint on the Wednesday, they replied on the Friday saying they would look into it and when I checked my account on the Sunday the money was back in there! I was very impressed!
However, they did say to me that I had to report the issue to my bank too as an unauthorised payment so I think this sped up the process.
Good luck with your refund.
Claire
x
yeah there is this app called the million dollar app… it never stated that it took real money, so s spent $800 of what i thought was game money, and i got charged for it… real cash… so i requested a refund on 6-13-2010 and got the money back 6-14-2010… FULL refund… all you got to do is give a legitimate reason for a refund, and they will email you within 2 days, and you will have to answer more questions and then they will give you a FULL refund
Hi Claire,
All’s well that ends well!! Apple coughed up the refund and were really nice about it. This is a one off though so all passwords have been changed!! My son is suitably sheepish about the whole episode, lessons for all of us learned I think.
Well done Apple, thanks for my “chance”.
Ed
I think Apple should offer a cooling-off period of at least 24 hours for apps. How are you to know simply from reading reviews and looking at a couple of screenshots whether the app is going to work for you?
One of the biggest problems I have faced (being now an iPad owner for just under 1 day) is the uncertainty that if I buy an app, what happens if it doesnt do exactly what I want? It seems as though some people have been lucky enough to get a refund, but others have not.
All I can say is if you are uncertain, contact your local trade/consumer authority and ask about the legal requirements of “retailers” to provide refunds. Always do your research before you buy though (spend a few minutes to google around for additional reviews, and try youtube aswell, Ive found reviews on there pretty good)!
I’m writing this comment off my Droid Eris, cuase my iPod Touch doesn’t have wifi, but There is a reason for ‘lite’ and ‘free’ versions. Apple has good reason not too alow the cooling period. I am an Android Developer and an Appboy ammbasitor and I know it can be rough watching money appear and disapear. I know Microsoft’s “Market” and Android’s “Market” have A 24hr cooling period.
check out appboy.com
(PwnHkr)
ahhh I don’t know what happened but somehow I bought 9 apps and I did no such thing… I erased my credit card information immediately and requested for a refund via itunes… hope i get get my money back. T^T
WTF Apple?
“With the iTunes Store, all sales are final. As soon as you click the Buy button (using either 1-Click or the Shopping Cart) your purchases are charged to the credit card on your Apple Account. You cannot cancel a purchase or receive a refund for a purchase. See the iTunes Terms of Sale for additional information.”
They should offer a cooling off period. The “light” version of software allows for a silent charge of “add ons” within the app. This is BS. I accidentally clicked on buy strawberries in the farm game and my account was charged $49.99.
@Tim, that is different than a lite version of an app. Farmville and such are free full versions that you pay real $ for virtual items and upgrades. But apps that have a lite version as the trial version, also have a paid full one.
How long does this take?
Hi, i bought COD: WAW: zombies app around february, and had no idea i could get a refund (i sent an email to apple in march with outlook express, i have no idea why i didnt report a problem) Is it still possible for me to get a refund, even though its been way over 90 days? I just barely reported a problem today in a very nice tone. I will update you on how well this works out (im thinking of it as an experiment on how much you can trust apple
)