KB knowledge 1

"In addition to bad content or malicious behavior within an app, our Developer Distribution Agreement requires that our developers support their customers for paid apps or in-app purchases." From which article this part was taken?

• Pause your subscription

• Guide to Google Play Refunds and Returns

• Troubleshooting Play Store App Launch Issues

• Report unresponsive developers and inappropriate or infringing apps

Refunds should appear on the user’s credit or debit card within _ to _ ________ ____,

although they may take up to __ ________ ____ and the specific turnaround time may vary depending on the bank that issued the card.

Select available payment methods for Google Play Portuguese language support:

• Credit/Debit Card

• DCB

• Play Credit

• Paypal

• Mercado Pago

Which one is a friendly fraud?

• "I don't want this game anymore..."

• "I bought it a while ago, but they removed it from the Play Store, I want my money back, it's your fault!"

• "I'm not sure if anyone purchased anything in my account, but the charge is still here."

• "My son just ordered several purchases in a row here, can I get a refund, please??"

• "I See many charges in my account, Probably was my younger brother, can I get a refund here?"

Which one is an Unauthorized Charge situation?

• "I don't want this game anymore..."

• "I bought it a while ago, but they removed it from the Play Store, I want my money back, it's your fault!"

• "I'm not sure if anyone purchased anything in my account, but the charge is still here."

• "My son just ordered several purchases in a row here, can I get a refund, please??"

• "I See many charges in my account, Probably was my younger brother, can I get a refund here?"

We duplicate a refund case when.

• They are requested by the same customer

• They have the same refund reason and contact channel

• they are from the same month

• We don't have to duplicate refund cases

We duplicate cases when? (EXCEPT REFUND)

• they have the same customer requesting

• they are from the same month and channel

• we don't duplicate cases

• When they have the same issue, regardless the channel.

What do you do when you can't find a proper DIFM?

• Use any

• Use the closest one

• If there is not even a close one, add manually and add in Case Notes

• Escalate Tier 2

PLEASE, HELP! Someone made A LOT of purchases in my Play Store, please, please, tell me that you can give me this refund!!!" Whats we must do from here to better help the customer?

• Follow friendly fraud refund

• Follow unauthorized transaction process

• Direct customer to developer

• Probing questions