WorksheetsKB knowledge 1
Total questions: 10
Worksheet time: 6mins
"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 _ ________ ____,
(a)
although they may take up to __ ________ ____ and the specific turnaround time may vary depending on the bank that issued the card.
(a)
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
