I'll try to explain you my situation and why I need this numbers
One month ago I renewed the iOS program, I didn't received any mail and any message from Apple and in member center I have this message:
Your Program purchase is pending and may take up to 24 hours to process. Once processed, you will receive an email from Apple Developer Support. If you have not already purchased your Program, you may do so now.
I sent a message 2 weeks ago to Apple to get more informations about this and I received an answer yesterday and they told me:
In order to further assist you with your activation code, please reply to this email with the following information of your purchase:
- Web Order Number
- Invoice Number
So How could I get this numbers if the payment is not done??
Thanks,
Sorry if my english is not perfect, and if you want more informations tell me
You can get that information if you go to the store.apple.com (or the equivalent for another country) then to Account > Order Status.
Related
I would like to make sure that my bank details in Apple Connect are correct so I can receive payments.
Currently
Bank: Ceska Sporitelna (Czech Republic)
IBAN: should be correct as it is specific code
Account number: 548522XXXX (10 numbers together)
BIC: 0800
Questions
Should I change BIC to GIBACZPX?
(from what I found GIBACZPX is used for international transactions and 0800 for domestic ones)
Can I change it while waiting for the payments? I hope in case of incorrect bank details the payments will not be lost
I put my 1st app on the App Store last week and 1 person already paid for it. When can I expect to see the incoming payment?
Thanks to anyone with helpful answers !
We have auto-renewable subscriptions in our app with introductory offer (3 days free trial). The problem is that we experiencing some really strange metrics in our trends reports (Sale and trends). We started our ad campaign with different sources. As a result, we got 500 subscribers with introductory offer. The problem is, that when trial ends, almost all subscribers moves to "Billing retry" state. Almost 95% of all subscribers. It's not a "Cancelled" state, it's exactly problem with billing (Apple cannot charge money from a card or something went wrong with payment). We believe that this is abnormal. A few days after we started a whole new ad campaign with independent new sources. Same result. 90% of subscribers in "Billing retry".
A few tickets to Apple support. Without results. Default responses with public documentation text.Its a new app, so we do not have any metrics to compare with. Does anyone have any idea what it might be? Guys, we really stuck :( Could there be a problem on our side (in code or maybe with AppStoreConnect purchases settings)?
BACKGROUND
I'm helping a 3rd party host 3 apps that they paid me to write (they've given me access to their Apple credentials - created expressly for this app - in order to manage the iTunesConnect process).
Because of this, I get access to all of the sales data, etc. through iTunesConnect. We currently have all 3 apps released, two of which are first-time releases and one of which has been on the store for a few months and updated a couple of times. The first app was initially released with a $1.99 price point as an introductory price, which went up to $3.99 after about a month.
ACTUAL QUESTION
I just got my daily report from AppFigures.com (highly recommended, by the way; it's a relatively cheap way to get a good amount of automated data and analytics about app sales), and I noticed that app #1 had 3 refunds yesterday. We've only had 7 refunds ever, and all 3 of these refunds were originally purchased at the $1.99 price point. Therefore, this has made me very curious as to why they got the refund NOW. We had bugs earlier on that have subsequently been resolved by updates, so I don't understand why someone would have a legitimate reason to ask for and receive a refund at this point.
Please note: I'm fully aware that I'll never get the information to tie back directly to the user. I understand why, but it's a bit of a shame (and it's why we included a voluntary contact/feedback mechanism in the app itself). I'm just wondering if I can see from Apple the reason they selected for requesting the refund.
Basically, I'd like to answer the following question:
"Why did Apple think it was justified to refund this user's money?"
I'm guessing it would be a helpful piece of information for us; if there's something wrong with the app and we're not aware, this could help us fix it. Does anybody know how/if that information is available?
I did what Injuanj suggested and contacted Apple directly.
Here's their (completely unhelpful) response:
Thank you for contacting us about your Sales and Trends reports.
I understand that you are wanting more information regarding refunds.
You can find Refund information for your content by filtering your Top
Content dashboard to Transaction Type > Refund. Refunds will be
indicated as negative values.
Apple does not provide customer or refund information at this time.
If you have further questions regarding your sales reports, please let
us know. We're happy to help.
Best regards,
Julie
iTunes Provider Support
I already knew how to view my refund/return count, which is how I knew to send the email in the first place!
I didn't ask for customer information. I know Apple's not going to give that. Duh. I actually specified this in my original email.
I guess the real answer here is this:
Apple does not provide customer or refund information at this time.
iTunes Connect DAILY reports for our app shows lets say 52 purchases a day... but according to our server logs, there was 55 purchases processed on the same day for which the items were delivered.
How is this possible?
Our server is keeping all the original purchase receipts (all 55 of them) and even now we can re-validate all of them with the apple servers successfully.
We are using "original_purchase_date_pst" in the receipt to identity the date of purchase which we believe what iTunes uses when downloading the DAILY report (We did tried matching with all other "purchase_date" fields in the receipt... but with no success)
The daily report shows NO REFUNDS...
We do have "transaction_id" for all 55 purchases, but there is no way to match them against the DAILY REPORT.
Please help,
UPDATE:
Contacted Apple and got a template response (as expected)...
"Apple Sales and Trends reports are working as expected. We can’t account for any discrepancies between our reports and those of any outside reporting systems.
Let us know if you have additional questions about this information. You can reach me Monday - Friday, from 7:00 AM - 5:00 PM (PST) at 1(877)-206-2092."
I had sent them the full details... but they will not even look at it!
UPDATE:
Ok, considering if its a REFUND (or REVERSAL as #Ricky suggested), how do we check which transaction was refunded? we do have all the transaction_id but the Apple report does't show any.
If you confirmed that there is no Refund. How about a Reversal of an accidental purchase (eg: purchase 2 times)?
If you read Appendix L - Newsstand Report Field Definitions for
https://www.apple.com/itunesnews/docs/AppStoreReportingInstructions.pdf
There is a field Sales/Return:
Can be S or R. R is a refund and not a reversal.
It is reasonable to believe that Apple treats Refund and Reversal differently. I believe that when it is a refund, you will see a negative value under Units on your daily report, but for a reversal, the entire transaction might be cancelled out and not even appear on the report.
I am unable to confirm on that with 100% confidence, I guess you may drop an email to Apple Itunes Connect Support for more info on reading the Sales and Trends and daily report.
Added a Screen shot for Reversal (Apple does not mention Refund):-
So is the Report By Apple treat Refund and Reversal different? You have to ask Apple support.
Add extra screen shot:-
We recently had a purchase on one of our apps. However, to our knowledge or the apps knowledge, the purchase never came through.
This only came to our attention when our user alerted us that they never received their virtual good. After looking into this, we saw the app sent the call off to itunes to process the payment, but never received the call back.
We asked the user to forward on the receipt to confirm the payment. The iTunes receipt read:
In App Purchase $15.99
Store Credit Total: $0.13
Payment Card Total: $15.86
Order Total: $15.99
"Store Credit"?! Would this have had some effect on the call back process to our app? Meaning we missed this sale totally? Is there a way around this issue?
I don't know if the 'Store credit' have any effect but we are experiencing a similar situation:
Sometimes our customers complain that they have purchased an IAP item and never received the credit in the app.
When we check their log (we keep a special log for that) we see that we got SKPaymentTransactionStateFailed response with 'Cannot connect to iTunes store' and later on, after 1-3 minutes we get SKPaymentTransactionStatePurchased.
We tried to ask Apple about it but couldn't get any explanation. I hope more people are having the same problem and can help us understand the situation.