Win Back Refunds Add-On

The Win Back Refunds add-on is a powerful tool that helps Apphud users efficiently manage refund requests through automated processes, reducing revenue loss. This tool leverages real-time notifications and actionable insights to address refund requests to Apple’s App Store.

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Note

The Win Back Refunds add-on feature is available to users on the Pro plan and above.

Please contact Apphud Support for pricing details.

Description

One of the factors that the App Store evaluates to decide whether to approve or deny a customer's refund request is consumption data related to the in-app purchase. Apple encourages developers to provide this data to enhance the decision-making process. This ensures that refund evaluations consider the user’s engagement with the purchase.

Apphud’s Win Back Refunds feature automates this process remaining fully compliant with App Store guidelines.

When a refund request is initiated by a user, the App Store sends a notification requesting transaction and usage details. If it is ignored or not responded to promptly, Apple is likely to approve the refund by default. Apphud handles these notifications automatically, supplying the necessary information to Apple. This not only streamlines the process but also reduces the likelihood of unwarranted refund approvals.

Requirements

To effectively utilize Apphud's Win Back Refunds feature, ensure the following prerequisites are met:

• Server Notifications V2 are enabled: Activate Server Notifications V2 in your Apple Developer account and configure them within Apphud. For detailed setup instructions, refer to Apphud's Server Notifications Guide.
• App Privacy Policy is updated: Ensure your app’s Privacy Policy, Terms & Conditions, or similar document discloses the consumption data collection and its purpose before enabling the Win Back Refunds feature. Refer to Apple’s App Privacy Details for guidance.
• User Consent for Data Sharing is obtained: Comply with Apple's requirements by securing valid user consent for sharing consumption data before the feature enablement. According to Apple's guidelines, you, as the app developer, are responsible for obtaining this consent.

Enablement

Under Apphud's Settings menu, find your iOS app settings and scroll to the Win Back Refund Requests section. Activate the function by checking the corresponding box:

Events and Reporting

Refund events are logged in real-time, giving you immediate visibility into user refund requests and Apple’s decision outcomes.

Given you have the Win Back Refunds feature enabled, refund requests denied by Apple will be marked with "Managed by Apphud" reason, as Apphud influenced it by automatic consumption data sharing.

You can use a dedicated Apphud Refund Requests Report available only for apps with Win Back Refund feature enabled. It aggregates refund data to help you track:

• The count and monetary value of refund requests.
• Approval and decline rates for submitted refunds.
• Average processing time for Apple to resolve refund requests.
• Median time from purchase to refund request.

Using other Apphud charts you can observe how the Win Back Refunds feature positively affects your Refund Rate and volume.

Key Benefits

By leveraging the Win Back Refunds feature, you can enhance operational efficiency and maintain a healthier revenue stream:

• Automated Refund Handling: Eliminates the need for manual responses, ensuring a faster, more efficient refund resolution process protected from human errors.
• Time Efficiency: Streamlines the workflow, freeing your team to focus on core business tasks without interruptions from refund management.
• Revenue Protection: Prevents unnecessary or preventable refunds from slipping through, helping safeguard your app’s monthly recurring revenue (MRR).
• Mitigation of Refund Abuse: Identifies and addresses patterns of refund abuse, ensuring that refund requests are legitimate and protecting your business from revenue loss due to fraudulent activities.

Besides, the Win Back Refunds feature opens retention opportunities. Instead of just denying a refund, you can set up Apphud Rules to offer incentives, such as discounted products or other win-back offers, turning a potentially negative experience into a positive one.

Enhanced Customer Experience: Provides timely and professional responses to refund requests, improving user satisfaction and retention.

FAQ

What if my app isn’t configured with Server Notifications V2?

You’ll need to configure your Apple App Store account to enable this feature. Refer to Apphud's Server Notifications Guide and reach out to Apphud Support if you need any assistance.

Can I use this feature for Google Play refunds?

Currently, the Win Back Refunds add-on supports only Apple refund events.

Google Play does not offer a feature analogous to Apple's consumption data analysis for refund requests. When a user requests a refund through Google Play, the decision is primarily based on Google's refund policies and the information provided by the user.

How can I obtain user consent for data sharing?

You can obtain user consent through an opt-in or opt-out approach:

• In-app consent prompts that clearly explain data usage and require an explicit user action for consent to become affirmatively given (opt-in); if a user ignores or denies the request the user is considered as not consented.
• Data sharing clauses in the Terms of Service should state that users provide consent by accepting the terms and outline a clear procedure for revoking this consent (opt-out); the user is considered as not consented after performing the opt-out procedure.

Here is an example of the clause excerpt in the opt-out approach:
"If we receive a refund request for an in-app purchase from an end user, we reserve the right to provide Apple with information regarding the user's in-app purchase consumption. This includes the following data: app usage time, anonymous account identifier, the total amount spent, and the total amount refunded."

You can additionally set up a Rule in Apphud to notify a user once they submit a Refund Request that their consumption information about the user's interaction with the in-app purchase will be shared with Apple according to your Terms of Service. For detailed guidance, refer to Apple's official documentation.

Will using this feature impact my app's performance?

No. The feature operates in the background and does not affect your app's performance or user experience.

Can I customize the data sent to Apple during a refund request management?

No. Apphud automatically compiles and sends the relevant consumption data based on the user's interaction with the in-app purchase. This process ensures that Apple receives accurate and comprehensive information to assess the refund request.