App Store subscriptions: avoid unwanted charges, get refunds

This article was first published on the LIZHI.SHOP blog (lizhi.io, now offline) on June 29, 2019, and is republished here with minor adjustments.

This all started with a friend of mine who recently got "subscribed."

A friend's credit card bill had an unexpected charge, and he asked me what was going on.

He said that when he opened the app it clearly said "free trial," so he tapped confirm, used it, uninstalled it, and was unexpectedly charged for an annual subscription. If he hadn't spontaneously checked his bank statement, he might not have noticed the charge.

Behind "free trials"

I had long heard that under the App Store's free trial policy, some apps "lure" users into traps.

Look at this in-app purchase screen. When ordinary users open the app and see this large button, they might just tap "Continue Free Trial" and pay no attention to the inconspicuous note below—"3-day free trial, then automatically renews."

My friend had a similar experience. He recalls that when he opened the app, it said "3-day free trial," and he didn't notice there was also a line of small text below.

"Getting trapped" knows no borders. It's not just users in China; users abroad fall for it too. Users may not fully understand that the "Free Trial" button they tap means that after a few days, if they don't cancel proactively, the subscription will automatically renew and they'll be charged.

Even though Apple sends an email reminder before charging, and my friend later found the email in his inbox, it means little to users who don't check their email often.

With such a huge user base and so much emphasis on user experience, Apple should have a better solution than just email reminders, right?

A few thoughts on the current situation

Subscriptions have become a booming business for developers. In 2017, consumer spending in the App Store reached $10.6 billion, and it was projected to grow to $75.7 billion by 2022.

The explosive growth of the industry makes Apple's oversight especially important. Strict regulation from the source can fully protect consumers' rights, instead of leaving them confused about being "subscribed."

After consumers fall into traps, how the platform can meet refund requests while minimizing loopholes for gray industries is also an issue that cannot be ignored.

As a big target, Apple is a major area for gray industries. App reviews used to be filled with gibberish and ads, sometimes making it very hard to find genuine reviews; things have improved considerably now.

Take the earlier "official replacement device" controversy, which forced Apple to revise its "replace, don't repair" warranty policy.

The impact of gray industries is not limited to hardware; it affects software services as well. Companies' unconditional trust in consumers—approving every request without requiring a return—has been abused by some people, and Apple's refund approval rate is now clearly lower than before.

Should innocent everyday consumers have to bear the blame?

What can we do?

Apps from major companies generally describe subscription services more clearly and are less prone to problems. For apps from smaller developers, besides browsing articles and user reviews on Price Tag and AppSo, I also have a few suggestions:

Think twice about "free trials"

Apple's payment design has some unreasonable aspects. Especially when you're asked to confirm with Touch ID or Face ID, be sure to stay alert, read the small print carefully, check whether there are additional terms, and whether the subscription will automatically renew after the trial ends.

Avoid the problem of unwanted App Store subscription charges at the source; otherwise, the next step is a charge you didn't intend.

If you've already been charged, try to get it back

Contact Apple Support immediately. First, of course, find the item on the subscriptions page and report a problem. For eligible purchases or subscriptions, you can usually try to request a refund.

If this doesn't resolve the issue, try other channels, including but not limited to online support, phone support, and email.

Extreme case—turn off in-app purchases

Steps: Settings -> Screen Time -> Content & Privacy Restrictions -> iTunes Store & App Store Purchases. You can turn off In-App Purchases.

However, given that many apps have shifted from one-time purchases to subscriptions, this approach may be a bit extreme.

How to view your subscriptions

View subscriptions on iOS

Steps: Open the App Store -> tap the ID profile picture in the top-right corner, and you'll find Manage Subscriptions.

View subscriptions in iTunes

Using Mac as an example; Windows is similar.

Steps: Account -> View My Account. In the Settings section, you'll find Manage Subscriptions.

For subscription inquiries, there is also a more detailed official guide.

But it's just checking subscriptions. Faced with such a complicated process, want to take a shortcut? Follow the LIZHI.SHOP WeChat official account (ID: shumalizhi) and reply "Manage Subscriptions" to get a quick link.

If you're also looking for other genuine software and digital tools, you can visit the LIZHI.SHOP software store to view product information with clear sources.

My friend's problem was eventually solved

Returning to my friend's experience at the beginning, after "Report a Problem on the subscriptions page," "contacting online support," and "phone consultation" all failed, he finally got the unexpected charge back through "email communication."

As an Apple ecosystem user, the path to resolving this situation was a bit winding, but he still hopes Apple can provide a more elegant subscription model that balances business and user experience.

"That's Apple, isn't it?" my friend said in the end.