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This article explains how refunds work in Appcharge and how to initiate a full refund for an order using the Publisher Dashboard. You can also process full refunds using the Initiate Refund API. To process a partial refund, contact your account manager.
Once processed, all refunds are final and irreversible.

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How it works

When you initiate a refund, Appcharge begins to process the request and updates the order status to Refund Pending. A refund receipt is automatically emailed to the player. Once Appcharge completes refund processing, the order status is updated to Refunded. It may still take several business days to credit the refunded amount to the player’s account, depending on their bank and payment provider.

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Eligibility

Refunds can only be initiated in the Publisher Dashboard for orders with the following statuses:
  • Succeeded
  • Charge Failed
To refund orders with other statuses, contact your account manager.

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Refund availability window

The time period in which you can initiate a refund depends on the payment method or card scheme used for the original transaction. Most payment methods allow refunds within approximately 90–180 days from the transaction date, but check with your card scheme for the exact refund availability window.

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Refund an order

To initiate a full refund:
  1. In the Publisher Dashboard, go to Dashboard > Orders. The Orders page displays a list of your orders.
  2. Select the relevant order to open the order details page.
  3. In the top-right of the order details page, click Refund. A confirmation window opens.
    For order statuses other than Succeeded or Charge Failed, the Refund button is not displayed in the order details view.
  4. In the confirmation window, click Refund again to confirm.
    Once confirmed, the refund is processed and cannot be reversed.
The order details page displays the updated order status of Refund Pending or Refunded.
If the refund fails, contact your account manager for assistance.