How to get money back for an app in the App Store. Step-by-step instruction. How to get money back from the App Store for an application or subscription Reasons for refusal of purchases in the Apple Store

Apple offers owners of electronic devices to subscribe to various services. In some cases, a person unknowingly purchases programs or pays for access to additional features. Getting a refund for an iTunes subscription is quite difficult, but it is possible. The issue will need to be resolved in a timely manner and on an individual basis.

Is it possible to get a refund for an iTunes subscription?

The official Apple store contains applications and services that require a subscription to access. That is, in some cases it will not be possible to pay just once to get a specific game or application. You will need to pay a certain amount each month in order to continue using the program. Moreover, the money will be debited automatically from the bank card that is attached to iTunes.

Because of this, people often find that they no longer need a specific subscription, and they are charged for it. To avoid finding yourself in such a situation, you need to promptly cancel a service that is no longer of interest. However, not everyone manages to abandon it in time. Also, some users simply uninstall the application, but uninstallation does not get rid of the subscription.

Owners of iPhones, as well as other Apple products, may wish to return their money to iTunes. After all, an unwanted subscription can cost up to several thousand rubles, so purchasing it can affect your budget. Apstore and iTunes do not provide refund options for purchases. However, do not despair, because there are still ways to get your money back.

The necessary conditions

Next, you will need to wait for a response from support. It arrives within two days from the moment the request is sent. Employees may agree to return money to a bank card. However, a refusal may also be received with an explanation of the reasons. In any case, it’s worth writing, especially if less than a week has passed since you subscribed. If the answer is positive, all you have to do is wait for the money to arrive. They will have to wait for two weeks.

How to call iTunes to get your money back

If a person does not want to write a letter to the support service, he can call. Then you will be able to discuss the problem in person and quickly achieve its solution. There is a support number that is relevant for Russia. The person will be required to dial the following numbers: 8 800 555 6734.

Important! Previously, it was only possible to consult about iTunes in English. Now you can talk to specialists in Russian.

To do this, when calling, you need to press the “5” button. After this, you can talk to a specialist about the existing problem. At a minimum, they will tell you what can be done in such a situation. It is also quite possible that it will be possible to immediately achieve a decision regarding the return of money. In this case, all you have to do is wait for them to be transferred to the card.

Applications for returning money for purchases

If a person wants to get a refund for purchases on iTunes, he can use the applications. First of all, you can achieve what you want through the iTunes store itself. In this case, you will need to log into your account and then go to your purchase history. There you can view all transactions that have been made. By default, the last ten are shown, but you can also see the rest.

You should select the option you are interested in, and then click on the “Report a problem” button. There you will need to write in detail why you want to return the funds. For example, the application was accidentally purchased, or it was done without the desire of the phone owner. In this case, the funds are almost always returned.

You can also use the AppStore for this purpose. Again, you will need to open your purchase history and report the problem. The more detailed a person explains the situation, the better for him. You just need to wait for a response from technical support, and then, if successful, you can get the money back to the card.

Many programs and games for iPhone, iPad and iPod Touch from the App Store contain in-game purchases, that is, when you can buy some virtual item for real money. However, there is another thing that is even more insidious - a subscription, in which you have to pay money for access to a particular application. This amount depends on the greed of the developers, but, as a rule, it is inadequately high. It just so happened that the author of this article, due to his own carelessness, signed up for a paid subscription for 1,990 rubles per month, which turned out to be completely unnecessary for him. As a result, all this resulted in an article about how to get your money back for an unwanted subscription in the App Store.

It all started with the application being installed on the iPhone, which was immediately offered to sign up for a trial subscription for 3 days. After the expiration of this period, its renewal will be automatically activated, as stated when connecting it. There is nothing special about this, so the author included it. The downloaded application did not live up to expectations, so it was successfully deleted from the smartphone within the second hour of use, and the information about the activated subscription flew out of my head.

As a result, on the fourth day, right in the early morning, a letter arrived in the mail stating that 1,990 rubles had been debited from the bank card. The first thought was that the Apple ID was hacked and the money was stolen, but after reading the contents of the letter it became clear that the money was withdrawn for a previously activated subscription. This is where it became extremely annoying, because losing money is offensive, but due to one’s own stupidity and carelessness it is even more offensive.

Searches on the Internet did not provide any information on this matter. We only managed to find an English-language article that since some year Apple began to return money for subscriptions to third-party applications, but only to residents of Europe, and since all the actions took place in Russia, this made us a little uncomfortable. However, it was too early to give up.

The standard refund request form for a subscription does not work because a message appears stating that it is not possible to refund for this type of content. As a result, I had to go to iTunes, and then describe the essence of the problem in English. Here you should select “Account and Billing”, then enter the First name and Last name entered into your Apple ID. The email address for communication must be the one associated with your account. This is necessary to identify you as the account owner.

The Order number field indicates the order number, which can be viewed in the iTunes Store on Mac or Windows, or through the App Store. It looks like "MQ785G2J4F". In the large Details about the issue (including error messages) field, you need to describe the problem and then ask for a refund. Everything must be written in English.

Apple technical support will respond to your request within 48 hours. If it's a weekday, it'll probably be faster. In our particular case, an employee of the Apple corporation reported that he had resolved this problem in our favor and requested a full refund. The letter also states that the money will be returned back to the bank card within 10 days. For convenience, the text of the letter has been translated into Russian using Yandex Translator.

A couple of days later, the bank account was indeed replenished with 1,990 rubles, as can be seen in the screenshot below. It turns out that you can still get your money back for an in-app subscription on iPhone, iPad, and iPod Touch, but it’s more difficult to do than, for example, for a game purchased in the App Store.

The most important thing for a refund is not to use the automatically purchased item, since Apple technical support can easily check this and if they don’t like it, they will not return the money.

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“I recently started using Apple products, so I’m trying to figure out how and what works here. But not everything is clear yet. For example, the AppStore raises a lot of questions. I can’t figure it out - how can I get my money back for a purchase in the Appstore? It seems that you can make a return there within 24 hours, but I don’t see where. I thought there would just be a button that would allow me to cancel costs, but I was wrong. Please help me figure out what needs to be done.”

Polina, 19 years old.

Indeed, the process of how to return money to the Appstore can be non-trivial. Although there is indeed the possibility of a return within a certain time, getting to it is not so easy.

Refund Features

Before you return money in App Store, you need to understand the reason for the return. This may determine what further actions need to be taken - as well as what the likelihood of failure will be.

• Application/Game doesn't work or works poorly. This is one of the most common reasons for returns. But here the process may take a little longer. The fact is that first the store will contact the application developer and clarify whether it is possible to fix the problem so that everything works fine for you. If possible, there will be no return. If this is not possible, a refund will be issued in the future.
• Application/Game not true. The description promised you one thing, you bought the application - and something completely different appeared before your eyes. This is a compelling reason to return. Most likely, the verdict will be on your side.
• Was committed wrong purchase. For example, two programs were in the same section and had similar icons. In this case, the return will also be without any special problems.

The story of how I was charged money for a free app

My story began when Sergey Volgin shared a link to a temporarily free application on our forum. I remembered the name, but for some reason I got distracted and didn’t download the program. Once again, when I went to the App Store, I saw that this application was at the very top of the top free applications. “I should download it,” I thought. I clicked on the description and read it. I clicked the download button, which at that moment said “Free”. The App Store asked for my Apple ID password - I entered it. Everything is as usual.

But the next day I receive a notification that 99 rubles have been deducted from me. For what? A couple of minutes later I found out that they had charged me for this supposedly free application. It's a matter of principle to return the money. Even if 33 rubles were written off, I would do as I advise in these instructions.

Instructions for returning money for the application

Go to iTunes on your computer. Go to the iTunes Store section. If you have a button To come in in the upper left corner, then log in by clicking it and then entering your Apple ID and password.

After you log in, click on the button with your Apple ID. And in the drop-down menu select the item Account.

If you are asked to enter your Apple ID password, enter it.

You will be taken to a window that will contain all sorts of useful information about your account. Scroll down and find the item Purchase history.

Your purchase history will appear. Scroll down and you will see your orders broken down by day. Click on the small arrow next to the order that you consider problematic

The order details will appear. This is where you need to click on the button.

A new column will appear in the table. In it, we finally click on the link opposite the problematic purchase.

You will be redirected to the browser, where you need to find the problematic purchase again and click the button To report. In the screenshot, my button is not active (“waiting”), because a positive decision has already been made and I am waiting for the money to be returned to my account.

A form will appear in which you need to select the reason for the return from the drop-down list. In my case, I selected: “I did not consent to this purchase.” There is an assumption that there is a chance to return the money only in cases 1, 4. Reasons 2 and 3 are not a serious reason for a return. Well, the point No problem in the list depends entirely on the essence of the problem.

I wrote the following text:

Hello.
I did not buy this app. It was the top-free in the Russian App Store (the first place).
I ask for a refund.

It is not necessary to write in detail if the problem does not require it. It is enough to briefly and to the point explain the reason for your dissatisfaction. If you don't know English, write using Google Translate. Even if there are mistakes, it's okay. Foreigners are tolerant of not knowing the language and will be able to understand your letter in broken English!

I immediately received a letter from the robot saying that my problem would be considered in the near future. With a high degree of probability, within a few hours, a letter will be sent to your email, which is also your Apple ID, stating that “You will be refunded and the money will be credited to your account (or returned to your card). Within 48 hours.” The letter is long and polite, I won’t quote it.

In my case, the decision to return the money came in 52 minutes! They worked very quickly.

1. Do not write about problems to Apple moderators if you are not sure that you are right. Before you write anything angry, read the article I was charged N dollars for the application. If you are still confident, then go ahead and sing.

2. Write honestly. Cheating is unlikely to make sense, since moderators can check most of your information.

3. You can only write about problems with purchases that were made within the last 90 days.

4. I am more than sure that the decision to return is made based, among other things, on the previous experience of your interactions with the iTunes Store. If you have a good “credit” history, then there is a 99.99 probability that your money will be returned to you. If you write about returns every week, they may sooner or later refuse because, according to the store’s rules, all purchases in the App Store are final. They even emphasize in their letters that they issue refunds as an exception and put themselves in the clients’ position.

In my case, I was sure that the money would be returned. Since, firstly, I am contacting them for only the third time in more than three and a half years, and, secondly, my purchase history inspires respect. :) I can’t predict how it will be in your case, but I hope everything will be fine!

From personal experience, when they returned my money for the application

The last case is described above.

I once bought an app for iPhone by mistake when I wanted it for iPad. I bought an application for the iPad and wrote a letter according to the algorithm described above stating that I do not need the application for the iPhone. The money was returned.

I often buy apps and games on my smartphone, but sometimes I get disappointed.

Previously, I simply scored, now I know how to return money for a purchase in Epstore, Google Play and Windows Store. I'm telling you.

Alexander Marfitsin

in former years - editor of "Makradar"

Epstor

To get a refund for a purchase in Epstore, you will need the iTunes program. If you have a Mac, then it is already installed. For Windows computers, iTunes must be downloaded and installed separately.

On iTunes for Windows, you need to click “Account” in the menu under the player and select “View”:

On the Mac, open iTunes and select “Account - View” in the system menu:

Scroll down to the “Purchase History” section, click “See. All":

iTunes will show the last ten purchases in Epstore, iTunes Store and iCloud. Click on the “Report a problem” button:

A special page will open in the browser where you need to describe the reason for the refund. Apple offers seven options. I'll explain which one is suitable in your case.

Reason for return

“I did not consent to this purchase”

Suitable if

The application was purchased by a stranger without your knowledge. For example, a child took your iPad and bought a game for 379 rubles

Reason for return

“Purchase made by mistake”

Suitable if

You didn't want to buy the app, but accidentally clicked "Buy"

Reason for return

“I wanted to purchase other content”

Suitable if

You wanted to buy another program, but accidentally bought this one

Reason for return

"The content was not loaded or cannot be found"

Suitable if

You purchased the application, but it did not download to your iPhone or iPad

Reason for return

"Content won't install or loads too slowly"

Suitable if

You bought a game or program, the download started, but the application did not install

Reason for return

"Content opens but does not work correctly"

Suitable if

You purchased the application, it downloaded and installed. You open it - it works slowly or with errors. Or in the screenshots of the application in Epstore it was one thing, but in fact it was another

Reason for return

"The problem is not on the list"

Suitable if

All the rest

You have chosen an item - now you need to describe the problem. Tell us in detail about your situation. If a child bought a game or in-game currency without your knowledge, write so. If the application crashes on startup, write so. If you bought an application and it doesn’t load, write so.

If you write that you simply didn’t like the application or game, you won’t get your money back.

In response to this illiterate message, Epstor returned my money

The problem must be described in English. If you don’t know English, don’t worry - write the text in Russian and translate it in Google Translator. The main thing is that the essence of the situation is clear from the text. If you are still not sure, ask a friend who knows English well to check the text or write it again.

When you describe the reason for the return, click “Submit”. If everything was done correctly, the following message will appear:

Usually money is returned within 3-5 business days. If Apple refuses a return, it will send a letter explaining the reason for the refusal. If you need to clarify something, Apple will also write. Prepare screenshots. If the application does not download or install, take a screenshot of your desktop with the program icon. If it downloaded and installed, but does not work correctly, then take a screenshot of the application itself.

You can return money for the application in Epstore within 24 hours from the date of purchase. The sooner you report the problem, the higher the chances that the money will be returned.

Google play

You can return money for a purchase on Google Play in three ways. Google Play can instantly cancel the payment within two hours after the purchase. If no more than two days have passed since the date of purchase, a return can be made through a special form. In these cases, Google itself will return the money. If you do not meet the deadline within 48 hours, you will have to communicate with the application developer.

Immediately after purchase

Unlike Epstor, in Google Play you can immediately cancel the purchase of the application and return the money. This can be done within two hours after purchase. To do this, open Google Play on your smartphone, click on the menu on the left, select “Account” and open your order history:

The most recently purchased app will be on top. Click “Return payment” - you’re done. The money will be returned within an hour, and an email will be sent to you confirming the cancellation.

Within two days after purchase

If you don’t meet the deadline within two hours, you can return the money through a form on the Google website. This method works within two days after purchase. This way you can get money back for apps, in-app purchases and subscriptions. Google will ask you to indicate the reason for the return. The points are the same as on the Apple website, so you won’t get confused.

Application for a refund for a purchase on Google Play

Google will also ask for your order number. You can find it on the Google Wallet website. Enter your Google account information and a list of recent transactions will appear. We find the desired purchase, click - the order card opens. The “Transaction ID” field contains the order number:

We copy it and describe the problem. We describe it honestly, but remember that if you write that you simply didn’t like the application, your money may not be returned.

All you have to do is choose how best for Google to contact you - by phone or mail - and click “Submit”. Usually the request is processed within 15 minutes. But Google warns that this may take two business days.

More than two days after purchase

If more than two days have passed since the purchase, Google will offer to request a refund from the application developer. To contact him, open the application page in Google Play in the browser and go down to the “Additional information” section. The "Developer" field must contain an email address.

For example, for the Tinkoff application this is the address [email protected]

Write a letter describing the problem in detail and ask for a refund. Remember that the developer may refuse a refund or simply not respond to the letter. You can write an angry review about the developer on Google Play, but there is no guarantee that the money will be returned two days after the purchase.

Windows Store

The Microsoft website and the user agreement do not specify the refund procedure. Moreover, the agreement states: “Unless otherwise required by law or a specific service offering, all purchases are final and non-refundable.” Therefore, Microsoft may not refund your money.

In the Windows Store, some paid applications have demo versions. This means that before you buy an application, you can try it and decide whether you need it or not.

If there is a “demo” button, then you can try the application before purchasing in the Windows Store

To get a refund for a purchase in the Windows Store, go to your computer browser to the page with your Microsoft account details. It contains your payment information and purchase history.

In the purchase history we find the application for which we want to return the money. Open it and click “Get help with your order.” Microsoft will offer to chat with a specialist or call you back. The chat option is the simplest. Please note that the chat hours are from 8:00 to 21:00 from Monday to Friday, from 8:00 to 19:00 on Saturday and from 8:00 to 16:00 on Sunday.

I spoke with a support specialist, and within half an hour my money was returned. He said that the application was not working correctly - nothing more was needed. The money was returned within an hour. A support specialist can clarify some points or ask for screenshots with confirmation.

Remember

1. Epstor returns money within 24 hours after purchase. Refunds are made only for programs and games that do not load or do not work correctly. If you write that you simply didn’t like the application, you won’t get your money back.
2. In Google Play you can make an instant return within two hours after purchase. If you don’t have time, you need to fill out a form on the Google website - this can be done within two days after purchase. If more than two days have passed, you will have to talk about a refund with the program developer. But there is no guarantee that he will reimburse the purchase price.
3. Some paid programs have demo versions in the Windows Store. Use them before you buy an app or game. Remember that according to the user agreement, Microsoft may not return money for purchases in the Windows Store.
4. Describe the problem honestly. As a rule, Epstor, Google Play and Windows Store support specialists are helpful. Take screenshots - it will be easier for you to explain the situation.