Arknights in game purchase not received after payment verification

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Level 1

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Arknights in game purchase not received after payment verification

So this has happened to me many times, and before when it happened apple has always offered a refund. This time it happened again but with a larger sum of money, and apple refused the refund. This is what happened:

I make in game purchases occasionally, about once a month. Whenever I make the purchase after a long time of no purchases, in app purchase redirects to the App Store to verify my payment method. After verification, App Store would say purchase successful and redirects to the game, which would then get stuck on loading verification from App Store. This loading process lasts very long (20min+), so I have to quit game and reopen, at which it would say purchase not completed and I wouldn't receive the in game purchase. The end result is my card would get charged the amount and not receive the in game purchase.

This has happened 3 times already, the first 2 times transaction amount is small so apple refunded, this third time the amount is moderate and apple refused the refund. What I purchased is a monthly pack, which is only available for purchase once a month, but within the same day I payed for it twice (first time in game purchase not given, second time there is no verification so transaction happens as normal and I receive the in game purchase). This should be sufficient proof that I did not receive the in game purchase right?

I have requested the fund and review, both of which judged the refund ineligible. I am wondering what can I do to get my refund?

Posted on Dec 18, 2021 10:09 PM

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Answer 1

Top-ranking reply

Limnos

Level 10

418,969 points

Dec 19, 2021 5:50 AM in response to Arrhenia

The people responding on this support forum are users like you and we only know what Apple says in its documentation and what our own and other users' experience tells us. Apple does not have much on its criteria for refusing refunds. Here are two sections from the September, 2020 Apple Media Services Terms and Conditions - https://www.apple.com/legal/internet-services/itunes/us/terms.html

- "All Transactions are final."

I understand this as meaning Apple is starting from a point where any refund is considered an exception. They can simply say no without having to provide a reason. I understand this can be frustrating but by using the service you agree to the terms.

- "From time to time, Apple may refuse a refund request if we find evidence of fraud, refund abuse, or other manipulative behavior that entitles Apple to a corresponding counterclaim."

You can see if the terms are different for where you live by clicking on this link https://www.apple.com/legal/internet-services/itunes/ select your location and then your language.

If you feel you want to discuss a refund request, try to contact a live person using a telephone or chat request.

Click here --> https://support.apple.com/choose-country-region/media-services Select your country, then a product. If you don't see one that handles your issue then keep experimenting with selections until you reach one that gets you a chat session or a telephone call and get the representative to redirect you.

or:

Contact Apple for support and service --> "See a list of Apple phone numbers around the world." Click here --> https://support.apple.com/HT201232

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Answer 2

Limnos

Level 10

418,969 points

Dec 19, 2021 5:54 AM in response to Limnos

I'll add that if you are repeatedly asking for a refund I could see that as being perceived by Apple as bordering on refund abuse. Apple has to simply trust your claim that you are not receiving the value. They have no way of verifying this so perhaps if you start repeatedly asking for refunds for the same things they may get suspicious? If you are having this kind of problem with an app or service you should consider not using it.

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Arknights in game purchase not received after payment verification

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