You requested a refund on the website.
You followed the steps.
You contacted support.
Then you get the reply:
“We can’t process this refund.”
Why?
Because the payment was made through the App Store — not the website.
Why Website Support Can’t Refund App Store Payments
- Apple and Google control all in-app transactions
- The service provider never holds your payment directly
- Refund authority belongs to the app marketplace
- Billing data is locked within the store system
Even if you used the same account, the payment channel is legally separate.
How to Confirm You Paid via App Store
- The receipt comes from Apple or Google — not the service
- Your card statement shows “Apple.com/bill” or “Google *Service”
- The subscription appears inside App Store / Play Store settings
- No invoice exists in the website billing dashboard
If these appear, the website cannot issue the refund.
Where You Actually Need to Request the Refund
- Apple users → Report a Problem (Apple refund portal)
- Google users → Play Store → Payments & Subscriptions
- Some regions allow live chat refund escalation
The store — not the service — reviews refund eligibility.
Why Refund Decisions Differ Between Web and App
- App stores apply their own refund policies
- Time windows may be shorter (often 48 hours)
- Usage history can affect approval
- Regional consumer laws may apply differently
This is why a web refund might be approved — but an app refund denied.
What You Should Do Next
- Locate the original app store receipt
- Submit refund through the correct marketplace
- Avoid duplicate refund requests
- Cancel the subscription to prevent renewal
If the payment was made in-app, only the app store can reverse it.