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View & refund your app's orders or subscriptions

You can manage refunds and subscription cancellations in your Play Console website or app at any time after you have charged an order.

You're responsible for setting your own policies for refunds, and buyers may contact you directly with questions about refunds or cancellations.

Keep in mind that partial refunds can't be issued for items purchased on Google Play.

Access & permissions

If you're an account owner, you can access merchant features in your Play Console.

For other team members to access these features, account owners need to give users one or both of the following permissions:

  • View financial data: If this permission is set to "Global," users can view financial and sales reports. 
  • Manage orders: If a user has the "View app information" permission for one app and the global "Manage orders" permission, the user will only be able to manage orders for the specific app.

Note: Play Console permissions are separate from any permissions managed within the Google payments center.

Find orders

Using the Play Console website
  1. Sign in to your Play Console.
  2. On the left side, select Order Management Order management
  3. Using the "Search orders" box, search by order ID or the user's full email address.
Using the Play Console app
  1. Open the Play Console app Console app.
  2. Select an app.
  3. Scroll down to the "Latest orders" card, and tap Manage orders.
  4. Tap an order to see the item details, cost, any taxes and fees, and the order history. To find an order, you can search by order ID or the user's full email address.

Select the type of order you want to refund or cancel

Refund in-app purchases and paid apps

Using the Play Console website

  1. Sign in to your Play Console.
  2. On the left menu, select Order management Order management.
  3. Select the orders you'd like to refund. To refund multiple orders at the same time, make sure that you select orders placed by the same user.
    • To find an order, you can search by order ID or the user's full email address.
  4. Select the appropriate refund reason.
  5. Select Submit.

Using the Play Console app

  1. Open the Play Console app Console app.
  2. Select an app.
  3. Scroll down to the "Latest orders" card, and tap Manage orders.
  4. Select the order you'd like to refund. To find an order, you can search by order ID or the user's full email address.
  5. Under the price, tap Refund.
  6. Select the appropriate refund reason.
  7. Tap Refund.
Cancel a subscription

If you cancel a subscription, the user won't be charged again and will retain the subscription until the end of the current billing period.

Important: Canceling a subscription doesn't issue a refund.

Using the Play Console website

  1. Sign in to your Play Console.
  2. On the left menu, select Order management Order management.
  3. Select the order you want to cancel. To find an order, you can search by order ID or the user's full email address.
  4. Select Cancel Subscription.

Using the Play Console app

  1. Open the Play Console app Console app.
  2. Select an app.
  3. Scroll down to the "Latest orders" card, and tap Manage orders.
  4. Select the order you want to cancel. To find an order, you can search by order ID or the user's full email address.
  5. Under the price, tap Cancel subscription > Cancel subscription.
Refund and/or cancel subscriptions

Using the Play Console website

  1. Sign in to your Play Console.
  2. On the left menu, select Order management Order management.
  3. Select the subscriptions you'd like to cancel and/or refund. To find an order, you can search by order ID or the user's full email address.
    • Refund and revoke: If you refund the most recent order in a subscription, the order is refunded, the user’s subscription is removed immediately, and future recurrences are automatically canceled.
    • Refund only: If you refund an older order in a subscription, the order is refunded and the subscription remains active unless canceled.
  4. Select the appropriate refund reason.
  5. Select Submit.

Using the Play Console app

  1. Open the Play Console app Console app.
  2. Select an app.
  3. Scroll down to the "Latest orders" card, and tap Manage orders.
  4. Select the order you want to cancel. To find an order, you can search by order ID or the user's full email address.
  5. Under the price, tap Refund.
  6. Select the appropriate refund reason.
    • Refund and revoke: If you refund the most recent order in a subscription, the order is refunded, the user’s subscription is removed immediately, and future recurrences are automatically canceled.
    • Refund only: If you refund an older order in a subscription, the order is refunded and the subscription remains active unless canceled.

  7. Tap Refund.

Using the Refund API

To refund in-app subscriptions, you can also use the Refund API.

Account reviews

To ensure a safe purchasing environment and compliance with our Terms of Service, our specialists review payments profiles on a regular basis. During this time, you will be temporarily unable to process refunds through your account.

This change in your normal refunding should be rare, and the process is normal. You'll be able to resume processing refunds through your account 24 hours after your refund attempt is first declined.

Refunds for paid apps and in-app products

  • After you issue a refund, the refund can't be canceled.
  • Google will return the transaction fee to you. You'll see the returned transaction fee on your next earnings report.
  • If you refund an order before Google has issued a payout for that order, you won't receive the amount you refunded to your buyer in your next payout. If you refund an order after you've received the payout for it, the amount you refund your buyer will be deducted from a future payout.
  • If you issue a refund and your account balance becomes negative and remains negative for at least 48 hours, Google will collect funds from you in accordance with our Terms of Service and debit the bank account that normally receives your payouts. The amount withdrawn from your bank account will equal your negative balance as of the day Google initiates the debit.

Subscription cancellations

  • No future orders will be charged on that subscription.
  • You'll see a 'Cancelled' order status on the order details page.
  • After a subscription is cancelled, it can't be restated.
  • Google Payments will send a cancellation notification email to the buyer indicating that their subscription has been cancelled.

Related content

For more information on how to update bank account details, find your merchant ID, set up your tax rates, and more, go to merchant guidelines.

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