iMikeJul 10, 2023

App return rejected

https://lemmy.world/post/1311043

App return rejected - LemmyWorld

I bought video editor app LumaFusion for £30, I tried editing a video but it doesn’t work, I contacted their support and sent a sample video I’m trying to work with, they said they can reproduce the issue but don’t know why it doesn’t work and suggest encoding the video on PC with a different codec. I requested a refund next day via the website and it was rejected. I went on Apple chat support and they said because I already requested a refund and it was rejected they cannot change that decision and there’s nothing they can do. I’m stuck with a useless app and no refund… Any ideas what can I do to get a refund?

Show threadflyaway1359Jul 10, 2023
are you in Europe? you can file return any app within 14 days of purchase without explaining why (and if you keep it on your device uninstalled, it stays installed forever 😂 - I did it couple times)
Show threadiMikeJul 10, 2023

Yes in England. They just rejected it and said to me on chat they cannot change the decision: “I have checked your account with my resources and it looks like you already requested refund for the same purchase and I’m afraid to inform you that since the refund request got denied there is no option to request for the refund again.

While I’m not able to explain in detail what our decision-making process is when considering refund requests, what I can tell you is that there are limited circumstances in which we at iTunes are able to provide refunds for various purchases. Upon review, our escalation team determined that we are unable to provide a refund here today. I apologize for any inconvenience this may cause.”

Show threadflyaway1359Jul 10, 2023
hmmm I would try again if you didn’t go this way: Go to reportaproblem.apple.com and then choose “Request a refund” - “Right of withdrawal” and choose the app which you want to be refunded. This is automated process and I’ve never waited for any “real” person approving it, it was just approved automatically (if you’re still in the 14 days period)
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Show threadiMikeJul 10, 2023

Thanks for this. I’ve tried it first time but chose “my purchase does not work as expected“ - that’s what I get for being honest… Now when I’m trying again it says “You have no purchases that are eligible for a refund.”

I’ve used a credit card and I’m in the process of asking my bank to cancel that transaction.

Show threadflyaway1359
hmm so weird, good luck. If it doesn’t work with your bank, try to do some googling if the 14-days right of withdrawal still apllies to the UK and if yes, I would contact Apple again and argument that they are obligated to follow the law and you have right to get your money back, and don’t be afraid to ask for senior advisor if they still refuse
Jul 10, 2023 at 8:27pmWeb
Show threadiMikeJul 11, 2023
I was convinced my bank will give me a refund as I used a credit card, so it’s their money kind of, I told them via a chat I didn’t recognise that transaction, they said they will put a block on transactions from apple for 12 months and to call their fraud department, so I did, spoke with them for 20 min and in the end they couldn’t refund it because they can see I used my iPad to buy that app. After that I tried speaking with their senior advisor, been on a call for 33 min with them, the guy was trying to dispute it with their accounts department and in the end said they can’t change their decision as that app in not eligible! Shocked. Lesson learned, apple in UK doesn’t give refunds for apps, maybe they used to in the past but they don’t anymore…
Show threadflyaway1359Jul 11, 2023
sorry to hear that, that sucks…well hopefully the developer fixes their app soon, so you can use it as you expected it would work in the first place