Refunds - 3rd party - APP Store

I recently purchased "NetTop" from the OSX APP STORE on my MBP. I paid $10.99 since I could find any trial-ware on the internet. I wasn't impressed with the shortcut that loads in the dock and the lack of auto-start on boot-up.


So I went to the Itunes purchase history and attempted to report a problem to request a refund. I was redirected to a "report a problem" webpage where I was given a few pull-down menu options that describes different reasons for the problem. I did recognize this transaction, I wasn't reporting fraud, nor was did I have issues installing it. I'm just not satisfied with it.

When I chose the last menu item (App doesn't work the way I expected...) the submit icon changed to "App Developer Site". WTH? I don't want to wait several days or even weeks for a response. For $10.99, I just want to request a refund from APPLE (not the developer) and move on to other day's business. APPLE has made this very frustrating. Unlike Google Play, APPLE doesn't make it easy to request a refund for dissatisfied customers.

I guess I'll have to spend an hour on the phone with Apple Support. $h*t!!


So I just got off the phone with Apple Support. Call only took 12 minutes and the rep processed my refund "REQUEST". She made it a point to emphasize the "request", as she probably doesn't have authority to approve such refund. I asked her what the refund process was based on my reason for refund? She started repeating the same steps I'd already taken.


So my conclusion; Anytime you aren't happy with an app, don't waste your time on the web or in the store, call 1-800-MYAPPLE and waste THEIR time and additional expense to do what we should be able to do on our own.


WHAT SAY YOU APPLE?

Posted on Feb 20, 2018 11:48 AM

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9 replies

Feb 20, 2018 11:55 AM in response to jonnybb1

There is no automatic route for refunds since app sales are final. The normal process is to try to resolve issues with the developer first. Apple's terms of purchase in the USA are, "All Transactions are final" (https://www.apple.com/legal/internet-services/itunes/us/terms.html), but some countries have different laws so check terms for your country at: http://www.apple.com/legal/internet-services/itunes/. If sales are final then it is Apple's decision if they want to grant a refund. You can always ask, and people do get refunds on a case by case basis, but Apple can also say no.


Get help with an item purchased from the App Store, iTunes Store, or iBooks Store - https://support.apple.com/HT204084


Report a Problem - http://reportaproblem.apple.com - "Sign In for help with iTunes purchases made in the last 90 days"


Other ways to contact iTunes Support:

https://support.apple.com/contact

https://www.apple.com/emea/support/itunes/contact.html


By the way, Apple is not here, only other users like you who answer questions we all have.

Feb 20, 2018 11:52 PM in response to jonnybb1

I don't think you are trying to understand. As Dah*veed has said, once you've downloaded an app, Apple cannot take it back from you. So you can then use it continually whether or not you have successfully received a refund.


Your argument would be valid if Apple could take it back, but until someone devises a method for doing that, the current system will continue.

Feb 20, 2018 5:57 PM in response to jonnybb1

As you can see with your most recent comment's removal by ASC Hosts, you violated the terms of use for this user to user forum. We each agree to not discuss or question Apple's business and product decisions when we open our accounts here.


One issue with refunds is they are based on honesty. And there isn't a lot of that when it comes to software. Once you have downloaded an app or game, Apple can't reach out and take it back. I'm convinced that there are millions of folks who download software, ask for a refund and continue to use the software. They won't ever be able to update the software, but they can use it as long as it runs on the installed operating system.


As for free trials, they exist in the App Stores, but they are a headache and I see folks daily wanting refunds when they get charged for the subscription. Free trials are a working app that is free to use for a number of days and unless the user goes into their iTunes account and manually cancels the subscription, they will automatically be charged when the trial period ends and every subscription period after that until they cancel it. Most don't actually read the trial regulations or believe that just by deleting the software they have canceled the subscription.

Feb 20, 2018 6:18 PM in response to Dah•veed

I totally disagree with the concept of buying an app before you try it, then having to jump through hoops to refund it if you don't like it. How can you all even accept this as a normal practice? If there was a trial app that allows you to buy it or enter a serial code (after 10 + days) I would accept this as a normal way of doing APP business.


To suggest that you must buy an APP before ou can try an APP tells me you are more concerned about intellectual property theft than satisifying customers.


My goal is NOT to steal from the devs, rather to have the ability to uninstall and get refunded for those APPS that don't offer the value I need.


There has to be a balance in the retail returns policy that protects both consumers and the developers. I'd be in agreement with keeping license subscriptions or validations in the cloud. This might protect the devs from fraud without having to maintain a serial-code database. Or perhaps APPLE-STORE could offer a 10 day trial of all apps. WHAT do you think?

Feb 22, 2018 10:52 AM in response to jonnybb1

Currently the way to ask APPLE for an app refund is to lie and say it couldn't download or won't install or that there was some kind of fraudulent transaction on your device.


No, it seems that you won't accept the system that Apple has put in place and have now admitted that you will stoop to being dishonest to attempt to make it work as you want it to work. But you're correct, Apple knows everything that you do, including every time that you attempt to game the system and eventually it catches up with you. The answer then and going forward is a permanent no or even going as far as shutting down your account.


You can lie and claim that there was a download issue, but the system knows when an app was or wasn't correctly downloaded and you can get away with that only so long.

Feb 20, 2018 4:40 PM in response to jonnybb1

Just because an app doesn't offer auto-start on boot-up, doesn't mean that you can't have it. You can make apps startup until your heart's content! This is exactly what the apps that offer it do for you.

How to Add Startup Items to Your Mac

Automatically launch applications or items when you boot your Mac


As mentioned, all sales are final. The App Stores are not buy it, try it, return it stores like Target or Macy's. And even countries where returns are a bit different due to consumer law, the small print usually states that refunds are available up until the user starts downloading the content, then all sales are final. Yes, in the US, Apple allows some refunds, but they are noted in the account and users are unlikely to get any more.

Feb 22, 2018 9:34 AM in response to seventy one

What I do understand is that APPLE controls the content in the app store. APPLE also requires a login for purchases and APPLE does, in fact, keep a purchase history of all apps.

My point is Miscrosoft does it, Adobe does it, why can't apple verify licenses when either the app or launcher opens.

My other point is that if an doesn't offer a trial period, then YOU MUST OFFER AN EASY WAY TO REFUND within a reasonable period after purchase. Currently the way to ask APPLE for an app refund is to lie and say it couldn't download or won't install or that there was some kind of fraudulent transaction on your device.

This needs to change IMHO

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Refunds - 3rd party - APP Store

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