Refund policy & rules

Every refund request is answered instantly and automatically. The engine evaluates your ordered rules; the first rule whose conditions all match wins; no match falls through to your default preference. There is no manual queue to babysit.

Preferences

Two knobs live in the dashboard (your app → Refund policy):

• Default preference — sent when no rule matches. Default: decline.
• Deadline fallback — a safety net applied shortly before the store deadline if a request somehow wasn't answered (for example, the store API kept failing). Silence never loses a case.

Rules

Rules are managed via the API today (PUT /v1/apps/{app_id}/policy); a visual editor is coming. Ordered list, first match wins, all conditions in a rule must match (AND):

{
  "default_preference": "decline",
  "rules": [
    {
      "name": "goodwill: unused and cheap",
      "conditions": { "max_usage_count": 0, "max_price_micros": 3000000 },
      "action": "grant"
    },
    {
      "name": "repeat refunders never win",
      "conditions": { "min_prior_refunds": 2 },
      "action": "decline"
    }
  ]
}

Available condition keys: product_types, product_ids, countries, environments, reasons, min_price_micros, max_price_micros, min_days_since_purchase, max_days_since_purchase, min_usage_count, max_usage_count, min_prior_refunds. Actions: grant, grant_prorated, decline, no_preference.

Money is always micros (1,000,000 = one unit of currency).

Consumption evidence

Apple's CONSUMPTION_REQUEST responses include a consumption percentage (except for auto-renewable subscriptions, where Apple computes it). We build it from the best data available:

• Real usage — if you stream usage events, we map the buyer's actual usage count through your usage tiers. Defaults: 0 uses → 0%, 1 → 25%, 2–4 → 50%, 5–7 → 75%, 8+ → 100%.
• Estimated — otherwise we estimate from days since purchase. Defaults: day 0 → 25%, ≤2 → 50%, ≤4 → 75%, ≤6 → 85%, 7+ → 100%.

Both tier tables are fully customizable via the policy API (percentages in milliunits: 100000 = 100%).

Evidence settings

• Sample content provided — your app offers a trial/preview before purchase.
• Customer consent obtained — your privacy policy covers sharing consumption data with the stores. Required for Apple responses.
• Auto-acknowledge purchases (Android) — prevents Google auto-refunding unacknowledged purchases after 3 days.
• Fallback safety margin — how many minutes before the store deadline the fallback fires (default 60).