Support for a game or app with in-app purchases

In-app purchase tickets mix money and feelings. Players want their item back or their progress restored, and the store, not you, often controls the refund.

Last reviewed October 14, 2026

Know who owns the refund

Refunds for purchases made through an app store are usually decided by the store. Say so plainly and link to the store's refund page instead of promising what you cannot grant.

Ask for the proof you need

For a missing item, ask for the player ID, the purchase receipt and the time of purchase. Put the list in a saved reply so every ticket starts with the same questions.

Restore what you can

If a purchase went through and the item did not arrive, restore it and apologise once. Delivering the item is a better answer than a long explanation.

Explain bans and suspensions calmly

State which rule was broken and what the player can do next. Avoid arguing about evidence in the thread; keep the wording short and consistent.

Protect minors and accidental purchases

Treat a parent writing about an accidental purchase gently. Point them to the store's parental controls and refund route, and offer help with the account.

Track what keeps breaking

Tag tickets by cause: missing item, lost progress, purchase error, ban. A weekly count shows which bug costs the most support time.

Questions

Who decides refunds for in-app purchases?

Usually the store that took the payment. Check each store's rules, and link to its refund page in your reply.

What should I ask for on a missing item?

Player or account ID, the receipt or order number, and roughly when the purchase happened.

How should I reply to a banned player?

Name the rule, say what happens next, and keep the tone neutral. Do not debate the evidence in the thread.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.