Refund requests in app reviews: how to reply on iOS and Google Play
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"Charged me, want my money back" is one of the most common review types for paid apps and subscriptions. Who can refund depends on the store.
App Store: Apple handles refunds
- Customers request refunds at reportaproblem.apple.com: sign in, choose "I'd like to", then "Request a refund". Apple says to check back in 24–48 hours for an update (Apple Support: Request a refund for apps or content).
- Apple asks developers to direct billing issues in reviews to Apple Support (Apple Developer: Ratings, reviews, and responses).
- You can show the refund request sheet inside your app with StoreKit's
Transaction.beginRefundRequest, for example from account settings or a help menu. The App Store takes up to 48 hours to approve or deny (StoreKit: Transaction.beginRefundRequest). - When a customer asks for a refund, the App Store sends a CONSUMPTION_REQUEST notification. If the customer consented, you can send consumption information within 12 hours to inform the decision (App Store Server API: Send consumption information). Refunds trigger a REFUND notification so you can update balances (StoreKit: Handling refund notifications).
- Guideline 5.6.4: Apple lists excessive customer reports, such as negative reviews, and excessive refund requests as signs that an app isn't meeting quality expectations (App Store Review Guidelines (5.6.1, 5.6.3, 5.6.4)).
"Sorry about the charge. App Store purchases are refunded by Apple: go to reportaproblem.apple.com and choose Request a refund. If something in the app didn't work, email support@yourapp.com and we'll fix it."
Google Play: you can refund
- You set your own refund policy and can issue full or partial refunds in Play Console's Order management; partial refunds aren't available for paid apps (Play Console Help: Refunds and order management).
- For subscriptions you can refund and revoke access, or refund only. Cancelling a subscription doesn't refund it, and a refund can't be reversed (Play Console Help: Refunds and order management).
- Google tells users that contacting the developer is often the quickest way to resolve a problem with a purchase (Google Play Help: Refund policies).
"Sorry about this. Email support@yourapp.com with your Google Play order number and we'll look at a refund. Please don't post it here."
Reply rules
- Never ask for order numbers, emails or card details in the public reply (Apple 5.6.1; Google).
- Don't argue about price in public. Explain what the user gets and how to cancel.
- Fix the cause: if refund requests cluster around one paywall or a renewal email, that is a product problem.
Sources
- Apple Support: Request a refund for apps or content
- Apple Developer: Ratings, reviews, and responses
- StoreKit: Transaction.beginRefundRequest
- App Store Server API: Send consumption information
- StoreKit: Handling refund notifications
- App Store Review Guidelines (5.6.1, 5.6.3, 5.6.4)
- Play Console Help: Refunds and order management
- Google Play Help: Refund policies
Related guides
- App review response templates for bugs, pricing, login and crashes
- How to reply to App Store reviews: Apple's rules
- Google Play review replies: policy and the 350-character limit
- All app developer guides
Questions
Can I refund an App Store purchase myself?
No. App Store refunds are requested from Apple at reportaproblem.apple.com or through the in-app refund sheet, and Apple decides. Apple asks developers to direct billing issues to Apple Support.
Can I refund a Google Play purchase?
Yes. You can issue full or partial refunds in Play Console Order management, following your own refund policy; partial refunds aren't available for paid apps.
Does cancelling a Google Play subscription refund it?
No. Google says cancelling a subscription doesn't refund it.
How long does Apple take to decide on a refund?
Apple says the App Store takes up to 48 hours to approve or deny a refund requested in the app.