A player is requesting a refund for iOS (Apple) Purchase, you will:

• Escalate the ticket to GMs

• Re-direct him to Apple

• Deny his refund request

• Do the health check

Which in-game content is revokable and can cause a player to end in a negative gem balance in Clash of Clans?

• Skins & Scenery

• Magic Items

• Gold & Elixir

• Gems & Offer Packs

A player is requesting a Google refund for a transaction he made in April 2022. Is he eligible for a refund if he has no previous refunds?

• Yes, if he provides a valid receipt

• Yes, but we have to escalate to the GCs

• No, we have to deny his refund request

• Yes, if he did not use the content and it's revokable

Conditional refund means that:

• we can issue a refund only for revocable content

• we can issue a refund if the player insists

• we will close the player’s account temporarily

• we will permanently close the player’s game account

Which of the following is a valid Google refund reason:

• Fraudulent purchase (credit card/gift card was misused)

• • Accidental purchase/Change of mind

• • Unauthorized purchase by not owner

• • Unauthorized purchase by a child

If player requests a Google refund for an unauthorized purchase of a non-compromised account, we can offer a refund for the last transaction only, or a conditional Refund for all unauthorized purchases mentioned in the request. 

• TRUE

• FALSE

How many times can a Season Pass be refunded?

• No limit

• Once within a year

• Once

• Can't be refunded

If issuing a Google refund will cause the player to end up with a negative Gem/Diamond balance, we have to ask the player if he wants to proceed with the refund.

• TRUE

• FALSE

What can we do if a player purchased a pack of Gems, provided a valid receipt, but the content wasn't delivered?

• 1. Refund the content of the purchase

• Escalate the ticket to GCs

• Apologize for the inconvenience

• 1. Donate 20% of the purchase value in Gems

Player is requesting a Google refund for a purchase made yesterday, he is not satisfied with the purchased skin. He has no previous refunds and has provided us with a valid receipt. His account is not banned. Is he eligible for a refund?

• Yes

• No