Thoughts on returning an application. Could be ours. Could be another developer’s. Doesn’t matter.
When an application promises the moon but can’t even lift off, leaving you looking for the escape hatch, it literally pays to know how to return your purchase for a refund. Let’s dive into the particulars of calling it quits, how to get that refund, and how much the developer – us, in this case – wants to help out regardless of the outcome. Hint: we really, really want to help out!
Reach out and ask for help. What have you got to lose?
Developers know their applications inside and out, forwards and backwards, upside down and downside up, so it follows that asking for a hand before you throw in the towel could change your mind. You’ve already invested at least five minutes in your purchase, tried to find your favorite features, and now you’re heading for the exit. But…why not give the developer a chance to help before you cut and run? Head to their support resources – if you purchased on the Mac App Store there’s usually a Support link just below and to the right of the product screenshots; if you purchased directly just visit the developer’s website and look for a Support option at the top or bottom of the page – and look around for answers and a contact link. If you take a moment to jot down your concerns in an email, you might just get a surprise reply that sets you on the path toward turning that abomination of an application you just can’t stand into a treasured part of your workflow. It’s worth a shot, don’t you think?
Find our support resources at https://splasm.com/support.
You deserve the respect and honor of a refund
Once you’ve decided you’re truly done with an application, and you’re within a reasonable amount of time – typically 30 days or less – since your purchase, most developers, and that includes us, are willing to allow a refund. Reach out to their support or customer service through email, ask if there’s a way to return your purchase, and you’ll likely get the help you need within a business day.
That is…well…unless you purchased from the Mac App Store. Then there’s some extra stuff you’ll want to keep in mind:
- Apple’s in charge of the Mac App Store (it’s their store, after all) so the final decision to grant or deny a return request is entirely theirs. The agreement to sell on the Mac App Store basically states the product is offered on consignment and the developer has no say whatsoever in how business is handled there. Developers don’t even get a way to initiate a return, let alone decide whether you can go through with one.
- You can only start a return request after your purchase appears at https://reportaproblem.apple.com. That can take several business days, so check daily but please have patience. Once your purchase shows up there, you’re set for the next step.
- To request a refund, sign into https://reportaproblem.apple.com with the Apple Account used for your purchase, make sure the item appears in your recent purchase history, click I’d like to under What can we help you with? near the top of the page, click the Request a refund option, select a reason, such as I didn’t mean to buy this, and you’re on your way.
A final thought about Mac App Store returns: If Apple shoots down your return request, please don’t give up! Some developers, and that includes us, are willing to return your funds directly by check or Venmo or PayPal. That’ll avoid a few things: a conversation with your credit card company, potential bad blood with Apple, and, if you choose to vent in a review on the Mac App Store, very real harm to the reputation and bottom line of a developer who had no part in Apple’s decision – and who could’ve made things right if just given the chance. Everyone wins when you ask the developer about a return, even if Apple won’t allow one. So, visit their support resources – on the Mac App Store there’s usually a Support link just below and to the right of the product screenshots – and look for a contact link.
To get the ball rolling on returning a Splasm purchase, please send a message to customerservice@splasm.com.
Thank you for your consideration, fellow human!
We, and the vast majority of our fellow developers, truly appreciate the opportunity to serve you a delicious and joyful solution to some of the issues you face out there – just like us! – in the real world. We’re going to succeed (hopefully most of the time!), we’re going to fail (hopefully not most of the time!), and we’re going to relish the journey (unless we don’t care for…relish?). Whatever. The most important thing we’d like you to understand is we’re in this with you and we want to help, whether you end up with our product or someone else’s. That’s The Macintosh Way, after all. Please give developers a chance to lend a hand before you give up on their work and before you leave a review that can harm their business for weeks, months, or even years. Their humanity, and expertise about their product, just might surprise you – but, regardless, you stand better odds of getting your funds back without a hassle and without harming anyone or anything, except perhaps an ego or two, in the process. So, why not?
