Apple is refusing to refund an app

[jordysak]

So I bought the Pro Education Bundle (it’s a bundle of apps for a reduced price for students, containing Logic Pro, Final Cut Pro etc...).

I hadn’t yet redeemed all my apps and I accidentally downloaded Logic Pro via the AppStore, rather than typing in the redeemable code. So I have the codes but I didn’t redeem them yet, my mistake was to not read the email properly which stated that I needed to type in the code in order for me to download the apps.
I just went on AppStore, typed Logic Pro and I downloaded it, which then charged £199. Basically somehow Logic Pro has been bought twice, because it let me buy an app that I already owned (previously bought via the Pro education bundle but not yet redeemed).
I tried explaining to apple that they took £199 for an app that I already own, they said to wait for the refund process to be reviewed and today they said they can’t refund it. I’m legit asking for a refund for an app that I already paid for via the Pro Education Bundle. How do I deal with this situation?

 

[Apple_Robert]

From Apple's point of view, the pro bundle had not been redeemed at the time in question. As such, it had not officially become part of your purchased list. Since the apps in the store are the exact same ones in the bundle, giving you a refund for your purchase would also (I believe) prevent you from purchasing in the future, thereby preventing you from downloading your pro bundle, should you redeem the code.

Time to face the consequences for not reading all of the email and redeeming the bundle correctly.

 

[AZhappyjack]

So you didn't notice that you were being charged for the Logic Pro that you were buying from the MAS? The price is stated right on the screen as you select the app... you actually have to click ON THE PRICE to buy/download... since you failed to read the directions, this one is on you.

 

[jordysak]

So you didn't notice that you were being charged for the Logic Pro that you were buying from the MAS? The price is stated right on the screen as you select the app... you actually have to click ON THE PRICE to buy/download... since you failed to read the directions, this one is on you.

I thought once the pro education bundle is bought, I could simply go and download the apps but yes I admitted to having made a mistake of not reading the email in full ..
But still , paying for the app twice seems a bit exaggerated
Yet I’m kind of sure, the pro education bundle can be refunded within 14 days
That seems like the only route

 

[jordysak]

I

From Apple's point of view, the pro bundle had not been redeemed at the time in question. As such, it had not officially become part of your purchased list. Since the apps in the store are the exact same ones in the bundle, giving you a refund for your purchase would also (I believe) prevent you from purchasing in the future, thereby preventing you from downloading your pro bundle, should you redeem the code.

Time to face the consequences for not reading all of the email and redeeming the bundle correctly.

I do not think refunding the app would prevent me from buying them in future, however I’ve still been charged twice for something ..it is strange to me that they refused the refund, I’m waiting on a call from them tomorrow morning

 

[Apple_Robert]

I

I do not think refunding the app would prevent me from buying them in future, however I’ve still been charged twice for something ..it is strange to me that they refused the refund, I’m waiting on a call from them tomorrow morning

I have asked for refunds on items in the past and I was unable to repurchase. That was the case for iTunes as well. Apple may have changed policy recently. I don't know. My explanation certainly makes sense as to why you were denied.

As Dfaust said, you were clearly shown you where making a new purchase and you continued with the process instead of stopping. You could have taken that time to read the email carefully and redeemed your code the proper way. You could have contacted Apple and asked for guidance. You did none of those things and proceeded with what was clearly defined as a new purchase. Apple isn't at fault here. It is all on you.

 

[AZhappyjack]

I thought once the pro education bundle is bought, I could simply go and download the apps but yes I admitted to having made a mistake of not reading the email in full ..
But still , paying for the app twice seems a bit exaggerated
Yet I’m kind of sure, the pro education bundle can be refunded within 14 days
That seems like the only route

Free apps have the GET tag... previously purchased apps have the "download" cloud logo and unpurchased apps have prices...

Once you redeemed the code, you could have simply downloaded the app on a different computer (the app would have had the "download" cloud tag. Gotta pay attention.

 

[hagar]

Onbviously OP is at fault, and he knows this. I don’t see the need to point this out. To be fair: it’s an easy mistake to make. The question is whether Apple should offer him a refund, and as this seems to be a genuine mistake, I think they should. This is an expensive purchase and Apple has quite a relax return policy. So they should honour his request, refund the second purchase and let him download it as part of the bundle.

 

[Lars B.]

There's no question that Apple is legally within its rights if they refuse to offer a refund. Except if you bought the software in Europe, where Apple offers (legally has to offer?) a cancellation period of 14 days.
However, as hagar already said, obviously they should refund it. There's absolutely no reason whatsoever for Apple not to offer a refund except if they outright plan to profit from an obvious mistake their customer made. For me (as the customer) that would be a reason to never buy anything from them again.

 

[PlayUltimate]

Agree that it was OP’s fault. And Apple should provide a remedy. A couple of thoughts, can you still purchase it with the edu code? If so, you can then show that you purchased it twice. Otherwise, reach out to a manager for more guidance. Assuming you bought the bundle through Apple, they should have record for that purchase and then guide you. Most low-level employees have little discretion in what they can do. So, you will need to speak/chat with someone above that.

 

[BigMcGuire]

I’ve always been able to get a refund when I’ve asked Apple - but since my iPhone 4s I’ve only asked 3 times? That may have had something to do with it? Each time they said they wouldn’t do it again but - it may help that I spend an ungodly amount of $ on Apple …. I agree with the posters here - the low level employees are usually really limited in what they can do (don’t take it out on them!) . Good luck.

 

[4sallypat]

I ordered the Pro Apps Bundle (EDU) for $199USD and I received an email that I would receive download codes.

But when I received the new M1 iMac, I did not get a list of codes, but did get the apps already in my Applications folder.

 

[cardfan]

So much for customer service. It doesn’t matter whose fault it is. He shouldn’t have to pay twice for an app.

 

[Lihp8270]

So much for customer service. It doesn’t matter whose fault it is. He shouldn’t have to pay twice for an app.

He’s not paid twice for an app, he’s bought 2 copies of the app.

 

[ApfelKuchen]

So much for customer service. It doesn’t matter whose fault it is. He shouldn’t have to pay twice for an app.

That's fine in principle, but people buy more than they need of stuff all the time. Groceries, for example. I'm always buying stuff that I think I need, only to find more of it in the pantry when I return home. The trick after that is what happens if I try to return it to the store.

Now, it's true that I only need one license for FinalCut Pro, while if I wait long enough I can always find a way to use an extra jar of spaghetti sauce.

Stores do have return/refund policies. Once a product has been opened/used, there's usually a limited period during which it can be returned for refund. And even if it hasn't been opened/used, there are still limits on how long the product is eligible for refund. In the case of Apple's online stores there are published terms and conditions of sale, which include return/refund policies. The fact that few of us bother to read them does not change the fact that they exist.

Buying two copies was the OP's mistake. After that, the return/refund policies will determine whether either of those " copies are eligible for refund. Apparently, the copy purchased through the App Store was not eligible for refund. The OP did post at one point that the discounted copy may be eligible for the 14-day return period. We don't know if the OP followed-up on that.

In the end, while the OP may prefer to have gotten a refund of the full-price purchase, but if they were able to get a refund of the discounted purchase things didn't end too badly.

 

[grandM]

That's fine in principle, but people buy more than they need of stuff all the time. Groceries, for example. I'm always buying stuff that I think I need, only to find more of it in the pantry when I return home. The trick after that is what happens if I try to return it to the store.

Now, it's true that I only need one license for FinalCut Pro, while if I wait long enough I can always find a way to use an extra jar of spaghetti sauce.

Stores do have return/refund policies. Once a product has been opened/used, there's usually a limited period during which it can be returned for refund. And even if it hasn't been opened/used, there are still limits on how long the product is eligible for refund. In the case of Apple's online stores there are published terms and conditions of sale, which include return/refund policies. The fact that few of us bother to read them does not change the fact that they exist.

Buying two copies was the OP's mistake. After that, the return/refund policies will determine whether either of those " copies are eligible for refund. Apparently, the copy purchased through the App Store was not eligible for refund. The OP did post at one point that the discounted copy may be eligible for the 14-day return period. We don't know if the OP followed-up on that.

In the end, while the OP may prefer to have gotten a refund of the full-price purchase, but if they were able to get a refund of the discounted purchase things didn't end too badly.

Apple's policy should be reasonable.

 

[ApfelKuchen]

Apple's policy should be reasonable.

So then show how it is unreasonable.

There's a simple fact of life; people want what is in their own best interest.

In this case it was in the best interest of the OP to get a refund of the higher of the two amounts paid.

The OP requested a refund of the higher amount, but was told he did not qualify for that refund. We were not told the exact reasons for that, so we would just be speculating as to whether those reasons were reasonable or unreasonable. If you want to believe Apple was being unreasonable that is your prerogative, but it is a belief not grounded in proof.

The OP mentioned that he may try to get a refund of the original, discounted purchase, but we don't know how that turned out. Therefore, we don't know whether things turned out reasonably or unreasonably in that case either.

All of this is based on what was possible based on the two contracts of sale - the posted terms and conditions of each purchase (the Apple Education Store does have different terms and conditions than iTunes & App Store).

Other than the fact that the customer would always prefer to get lenient treatment and the vendor would prefer to stick to the terms of sale, what do we have here?