Thoughtful support helps you manage relationships with your users and can lead to higher retention, improved engagement, and better ratings and reviews. Use StoreKit and the App Store Server API to provide more seamless support options and resolve in‑app purchase issues quickly and efficiently.
Let people request refunds directly within your app by using the beginRefundRequest method and providing a dedicated place in your app for these requests. You can also provide other options — such as technical support or compensation within your app — before the option to request a refund. With Report a Problem, users can easily request refunds for content they’ve purchased through Apple using any device with a web browser.
If youʼve enabled App Store Server Notifications, youʼll receive a notification when someone receives a refund. You can use this information to take action — for example, updating the account balance based on the refund, or restricting access to content unlocked by the in‑app purchase. If you choose to take action, inform the user of any changes and let them know if there’s anything they need to do. You can also identify whether someone has previously received refunds for any in‑app purchases made in your app using the Get Refund History endpoint.
Apple uses a variety of factors to determine whether a refund request is approved or denied. To help inform and improve the refund process, you can send information about a user’s consumable in‑app purchase to Apple when they request a refund. This can include details such as if the purchase was used or if you were unable to deliver the purchase.
If someone redownloads your app or switches to a new device, be sure to immediately provide access to the content or functionality from their past in‑app purchases. Use the currentEntitlements property in StoreKit to understand a user’s entitlements and provide access accordingly. Your app must also include a restore mechanism for any restorable in‑app purchases, per App Store Review Guideline 3.1.1.
If someone requests support for an in‑app purchase, you can use the Look Up Order ID endpoint to make sure you’re taking action on the right purchase. Simply ask the user for the Order ID provided on their purchase email invoice sent by Apple, then use the endpoint to confirm the invoice and any associated information — for example, whether the user has already received a refund for their purchase — or to match the date and time of the purchase with your records.
Use App Analytics and Sales and Trends in App Store Connect to understand metrics related to your in-app purchases, including sales by content type, number of paying users, average proceeds per paying user, and more.
View your final proceeds for each month in Payments and Financial Reports in App Store Connect. See your earnings by location and currency, the rates used to convert your earnings from local currencies (when available), as well as any applied taxes and adjustments. You can also download detailed reports of all transactions for each month, including the number of units sold per app or in-app purchase.