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Manage refunds and subscription cancellations

You can manage refunds and subscription cancellations in your Play Console 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.

Note that partial refunds can't be issued for items purchased on Google Play.

Select the type of order you want to refund or cancel

Refund in-app purchases and paid apps
  1. Sign in to your Play Console.
  2. On the left menu, select Order management Order management.
  3. Check the box(es) next to the order(s) you'd like to refund. To refund multiple orders at the same time, make sure you select orders placed by the same user.
  4. Select the appropriate refund reason.
  5. Select Submit.
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. Canceling a subscription doesn't issue a refund.

  1. Sign in to your Play Console.
  2. On the left menu, select Order management Order management.
  3. Click on the order you want to cancel.
  4. Select Cancel Subscription.
Refund and/or cancel subscriptions
  1. Sign in to your Play Console.
  2. On the left menu, select Order management Order management.
  3. Check the box(es) next to the subscription(s) you'd like to cancel and/or refund.
    • Refund and revoke: If you refund the most recent order in a subscription, the order is refunded 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 cancelled.
  4. Select the appropriate refund reason.
  5. Select Submit.

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

View refund or cancellation details

After you issue a refund or cancellation, the details will be documented on the Order management page of your Play Console.

  1. Sign in to your Play Console.
  2. On the left menu, select Order management Order management.
  3. Click an order number to view details about the specific order.

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  

  • Once you issue a refund, the refund cannot be cancelled.
  • 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.
  • Once as 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.
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