I'm
almost an Apple fanboy. I think that they make fantastic computers and
that their software is intuitive to use. They've revolutionised the
way we use technology at least three times and their software, well, it just works.
It's not all rosy, though. Apple can, and does, make mistakes. And then there's the issue of In-App Purchases, or IAP. In this tutorial I'll show you how to go about getting a refund from Apple.
All Sales Are Final
You
have the right to withdraw from your transaction without charge and
without giving any reason until delivery of the product has started. You
do not have the right to withdraw from a transaction once delivery of
the product has started at which point your transaction is final. The
Stores’ services commence immediately when you begin to download a
product from the relevant Store and you will not have a right to cancel
your contract once the services commence unless you have received an
unacceptably poor download. If this happens, you must tell us as soon as
possible.Apple Terms and Conditions of Sale.
In
plain English, Apple is saying that all sales are final and a sale is
made at the point you begin to download a product. There is no right
to cancel unless you have received an unacceptably poor download. Time
is of the essence in informing Apple.
Unlike the Google Play
Store's 15-minute cooling-off period for Android users, Apple users can
not download something, change their mind and then demand a refund. It
does not work like this.
Mistakes Happen
This is a
salutory lesson. Always check your receipts and don't rely on big
companies, such as Apple, getting it right. Sometimes they get it
wrong.
As can be seen in the following receipt that I received for an in-app purchased for Byword on the Mac. Byword is a fantastic app: a markdown text editor that I am using, right now, to compose this tutorial.
It offers additional functionality on purchase of a single IAP. For which I appear to have been charged twice.
Receipt with charges duplication error
Report the Problem
If
you are checking your receipts and you spot an error, the easiest way
to start the process to request a refund is to click on the Report a Problem link in the email receipt.
Reporting the Problem Without the Receipt
Report a problem via Apple's websiteThere
may be an occasion when you are unable to find your email receipt.
Whatever the reason, it is still possible to request a refund without
the receipt email.
To do this, enter the following address in your preferred web browser: reportaproblem.apple.com and press Return.
The web page informs you: To
report a problem with iTunes Store, App Store, iBookstore, or Mac App
Store purchases made in the last 90 days, sign in with your Apple ID.
For help with older purchases, contact iTunes Store Support.
Select the App
Once
logged into Apple's website, you will be able to view a list of app
downloads, purchases and upgrades that have occurred in the last 90
days.
You can also use the Search field to locate an app quickly.
You can view the last 90 days worth of downloads and purchases
Grounds for Requesting a Refund
Select the grounds for your issue or complaintOn requesting a refund, Apple asks you to categorise the reason for your request–from the options listed below–and to provide a description of the problem.
I didn't authorise this purchase
Didn't mean to purchase this item
Meant to purchase a different item
Item didn't download or can't be found
Item won't install or downloads too slowly
Item opens but doesn't function as expected
Problem is not listed here
When you have chosen the most appropriate option, enter a description of your issue in the free text field.
If you selected either I didn't authorise this purchase or Item didn't download or can't be found you will be asked to report in the following ways:
I Didn't Authorise this Purchase
Select the appropriate criterionApple's
model of free apps with in-app purchases, or IAP, has become
increasingly controversial. Some unscrupulous developers create apps
that require the purchase of credits or similar in order to enable functionality.
This
is especially true in some apps that are designed for children. There
have been several high-profile instances of people running up huge bills
as a result of IAP.
This is the option to select if you did not authorise an app, or IAP, purchase. Apple will tell you: We take account security seriously. If
you were charged without your authorization, we'd like to help you as
soon as possible. Visit iTunes Store Support to find out which contact
methods are available for immediate assistance.
Click on the iTunes Store Support button for further assistance from Apple.
Item Didn't Download or Can't be Found
Select the appropriate criterionIf
your app did not download you can try again at another time. If you
are still having issues trying to download it, report the issue to
Apple. Their website will advise you: When you buy from
iTunes, iTunes in the Cloud stores your purchase history. You can
download any available eligible previously purchased content to any of
your associated computers or devices from your Purchased page.
To select the app with which you are having an issue, click View Purchases. For additional help with an item, contact iTunes Store Support.
Web Contact
Following the submission of your issue, a message is displayed: An
iTunes Support Advisor will contact you within 48 hours via the email
address associated with this Apple ID to resolve your request.
Web Chat
If
you are offered the option to engage in a web chat, you will be
connected to an Apple representative you will be able to help with your
enquiry.
Apple's web chat puts you in touch with an Apple representative
Common Issues
iTunes Store Errors
Before
firing off an enquiry to Apple, the support pages might shed light on
your query. In respect of iTunes Store errors, it's worth having a look
at the support pages for Mac or Windows.
Advertisement
How to Resume Interrupted iTunes Store Downloads
If ever a download gets interrupted, for any reason, Apple suggests how to resume interrupted iTunes Store downloads.
Conclusion
Errors
sometimes, if rarely, occur and it is useful to know that there is help
if you need it. If you think that you have been incorrectly charged
for an app, this tutorial has shown you how to go about seeking a
refund.
You'll need to remember that Apple does not appear to consider any purchases that are more than 90 days old, though.
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