Guide
Refund Effects on Money and Access
Understand the refunded purchase, retained-fee policy, access changes, and tax correction.
Scope the refund to the order
A full refund affects access to the items in the refunded purchase, not unrelated purchases in the customer's library. The policy is to remove the refunded access. Current product settings can require manual review or suspension, so support must check that the appropriate entitlement, serial, and device-access changes have been applied.
Reconcile the money
The original SoundSync fee remains payable by the developer when a purchase is refunded. The customer receives the full approved refund, including the associated tax, without a SoundSync fee deduction. The developer adjustment covers the refunded pre-tax product amount; tax is reconciled separately. Use the itemized records to distinguish the refund from the original sale fee.
Check the approved customer refund, tax correction, order refund state, ledger entries, developer balance, and statement rather than reading a single order label.
Reconcile access separately
Check affected entitlements, serial/license state, activations, later validation, and download authorization. A product configured for manual review requires follow-up; unrelated customer purchases must remain intact.