Managing Refunds for In-App Purchases

Kayla M.

Updated

Learn to manage refunds for purchases made in your Branded Mobile App. 

In this article:

Refunds in-app vs. refunds through Kajabi Checkout

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

Resources for your customers to request a refund:

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.

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  • Open the order marked as "refunded" by clicking the blue right arrow.
  • Click Copy Purchase Token near the center of the screen:

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  • 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 Note:
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 your 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.

And that’s how you can manage refunds for in-app purchases! Please vote below and let us know if you found this article helpful. We value your feedback. Thanks for being the best part of Kajabi!

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