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Documentation Index

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Refunds for purchases made in-app are different from refunds issued for purchases made through the website checkout on Kajabi. In order for customers to request a refund for a purchase made in-app, they will need to go through Google or Apple. Resources for customers to request a refund:

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Google: Manage product access with Google refunds

Product access will have to be managed manually when a refund occurs in Google. In order for Kajabi to track and revoke product access, you will need to provide Kajabi with some information.
  1. Log in to the Google Play Console
  2. Click Order Management:
Order Management
  1. Open the order marked as “refunded” by clicking the blue right arrow
  2. Click Copy Purchase Token near the center of the screen:
Copy Purchase Token
  1. Then, submit a Branded App ticket with Kajabi and include the purchase token ID for Kajabi to identify the customer and revoke product access.
Important: In-App Purchase refunds are handled differently from traditional Kajabi offer refunds because of some nuanced rules with Apple and Google. Specifically, when a refund occurs, the default behavior is that access to the content is immediately revoked. If you would like to re-grant this offer to the customer, you are absolutely welcome to do so, but keep in mind that refunds can trigger without your knowledge by Google or Apple due to them being the arbiter of any and all refunds or disputes.