#Unauthorized Purchase

33 messages · Page 1 of 1 (latest)

humble aurora
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I woke up this morning and noticed $39.99 taken out of my bank account from Apple > Shop Titans. The receipt said it was a “Joyous Item Bundle” at 3.28am… I was asleep at the time. I Checked my account and do not see any new items. Have never had an issue like this before.

rich snowBOT
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@humble aurora

[This is an automated bot response]

Thanks for posting your bug or issue!

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odd current
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It's Apple. You could file a ticket for us to look into it for you, but I'm almost positive it's just Apple being Apple. Have you made any Shop TItans purchases in the past week or so?

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Apple tends to a) send statements for purchases days late, and b) group together purchases made days apart into a single item (which leads folks to think they were overcharged, when that price is actually the thing they bought and then a different thing from a week and a half ago)

humble aurora
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I’ve requested a refund, hopefully that helps. I purchased an item last week and then again today. Those were clearly identified and correctly invoiced. Just this one was unaccounted for.

odd current
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Refund without a ticket was a risky move - refunds are strictly against our ToS, so if it ends up just being a weirdly timed invoice for a legitimate purchase, it can and will get your account automatically actioned for purchase fraud

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Do you have the receipt handy? If so, could you give me the Order ID value on it?

humble aurora
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I do have a receipt, would I be able to file a ticket?

odd current
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For us to look into it, yeah. Ticket queue is going to be backed up for days though - that's why I was asking about the order ID, I could just take a quick look at it for you right now

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If you want to submit a ticket, you can do so through the in-game Contact Us button or the webform link here

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?contactus

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Ah what was the bot command

humble aurora
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No worries the order ID is MXG2FTB9GK

odd current
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That's for the Bard, from December 22

humble aurora
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Ohhhhh that was a while ago. Can I cancel refund?

odd current
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We actually have nothing to do with the refund process. That's entirely done through the platform (in this case, iTunes). You'd have to reach out to them and cancel it, and see if they can. All we get is an automated heads-up when one goes through, at which point our automated systems apply the penalties accordingly.

humble aurora
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Okay I will contact Apple.

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Thank you.

odd current
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No problem! And in the future, if you have any payment concerns, feel free to just reach out to support. We'd be more than happy to look into it for you - in the vast majority of cases it's just a misleading purchase statement (like it was here) and in the rare case where it is a double-charge or similar, we have a ticket on record proving it so we can reverse whatever automated action gets taken in the case of a refund

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?support

sharp totemBOT
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Use the in-game "Contact Us" button found in the Settings menu or our official support site.

odd current
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That was the bot command!

humble aurora
odd current
# humble aurora Seems impossible to cancel a refund with Apple, what does the automatic penalti...

Gem deduction based on the amount of money refunded, and if it puts you into a negative gem total, a market ban until the gems are brought back to a positive value. It's essentially a way to get people to return the money from the refund. Note that it's not 1:1 in terms of value, it'll come out to more than the value refunded - that's both because it is functionally fraud (so there's a penalty involved) and because handling refunds like that ends up costing us more than the dollar value of the refunded item as well, so it's a way to offset that

humble aurora
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That makes sense and actually a good way of handling fraud. I’ll endure the cost. Thank you Triztan.

odd current
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No problem at all!

humble aurora
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Hi @odd current so I purchased gems to get out of the negative, what’s the next process to lift the market ban?

odd current
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Should be automatic

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Lemme take a gander

odd current
humble aurora
odd current