<Server-Info>
Server: Aspect (1245284198261063762)
Channel: ticket-billing-niightmode (1523399774370267269)
Ticket Type: BILLING
Ticket Owner: 1027275445252669503
Created: 7/5/2026, 6:46:49 PM
Locked: no
Claimed: 1012012939315789865
Messages: 20

AI Ticket Summary

Summary — Billing Support ticket (Owner: 1027275445252669503; Staff: destructively__ / 1012012939315789865) - User issue: Owner reported their original account is unrecoverable and requested refunds for a Pro subscription and in-app purchases. They noted subscription restore to a new account did not restore paid digital content/currency and asked for explanation/guarantees. User provided contact email (thebestmusictracks@gmail.com) and said they would supply Google Play order numbers/receipts. - Staff actions/communications: - Clarified Aspect’s support stance: Aspect support does not process refunds directly through support tickets; refunds are handled via the platform stores (Google Play / Apple). Staff explained they do not have authority to manually issue refunds in the ticket. - Noted that while developers can technically issue refunds via Play Console, Aspect’s support team does not handle refunds through this ticketing channel. Staff offered to reach out to developers to ask if they could refund or trigger a Google refund (no confirmation of developer action appears in the transcript). - Asked whether the user had submitted a refund request to Google Play and followed up on outcomes. - Outcome (final known result): - The user reported Google Play approved a refund for the subscription but denied refunds for the in-app purchases. Staff reiterated that if the store denies a refund, Aspect cannot do anything further. The user accepted this and asked to close the ticket. The ticket was closed by destructively__. - Important technical/details: - Platform refunds are handled by the app stores (Google Play / Apple). Developers can issue refunds via their consoles, but Aspect’s support staff do not process refunds through support tickets. - User was advised to follow Google Play’s refund process; user already submitted requests and received a split result (subscription refunded; in-app purchases denied). If you need confirmation whether Aspect developers were contacted or any follow-up from devs, that is not present in this transcript and would require checking developer/dev-team logs.

This is the start of #ticket-billing-niightmode channel. Hello @king! Thank you for opening a **Billing Support** ticket.
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Thank you for your patience and cooperation! Hello, I am formally requesting a refund for my Pro subscription and my in-app purchases.
I have already been informed that my original account cannot be recovered. While I understand that my Pro subscription can be restored to a newly created account, which doesn't even work anyways, that does not restore the digital content, virtual currency, or account that I paid time and money to build. I also have not been provided any explanation of why this happened or what guarantees exist that it will not happen again.
I will provide my Google Play order numbers, purchase receipts, and the email associated with the lost account.
If a refund cannot be issued, I would appreciate a written explanation so I can include it with my consumer complaint and payment dispute documentation.
Thank you.
Email: thebestmusictracks@gmail.com Hello, I am formally requesting a refund for my Pro subscription and my in-app purchases. I have already been informed that my original acco you have to refund it through goodle play I have already contacted Google and am following their recommendations. However, this does not address the loss of my account or my in-app purchases.
Is Aspect unable to issue refunds directly, or is my refund request being declined? If it is being declined, could you please confirm that explicitly? I have already contacted Google and am following their recommendations. However, this does not address the loss of my account or my in-app p Aspect doesn’t handle any refunds, it’s the stores that do it, in this case Google or Apple, if they refuse to refund you Aspect can’t do anything regarding that.

Also, this issue could’ve been handled in the other ticket and there was no need to open a new one. @king ^ Thank you for clarifying Aspect's position. However, Google Play's developer documentation states that developers can manage app orders and issue refunds through Play Console, and Google's consumer refund guidance specifically directs customers to contact the developer after 48 hours because developers can process refunds according to their policies and applicable law.
Could you please clarify whether Aspect has a policy of not issuing refunds directly, whether the staff responding here simply do not have authority to issue them, or whether you are saying that Aspect is technically unable to refund these specific transactions?
Regarding the separate ticket, I opened a Billing Support ticket because my original Account Support ticket concerned account recovery, my follow-up concerns there had not been addressed, and the support system provides Billing Support as a separate category. I am only seeking a clear resolution. @king

Thanks for your follow-up. To clarify, we're not saying that Google Play doesn't allow developers to issue refunds in general. Rather, Aspect's support team does not process refunds directly through our support tickets.

If you purchased your subscription through Google Play, refund requests are handled through Google's refund process. After Google's standard refund window, requests are reviewed according to Google's policies and any applicable developer policies. The support staff responding here are not able to manually issue refunds through this ticket.

Regarding your separate Billing Support ticket, that's completely fine. Since it relates to billing rather than account recovery, it was appropriate to open it under the Billing Support category. That ticket will be the correct place for any further review of your refund request. (But that could’ve been handled in the same ticket, since opening more than 1 ticket with the same person can overload the bots system). 🙂 Either way, I’ll reach out to devs asking if they can directly refund you or trigger the refund with google. 🙂 @king

Have you asked google for the refund already? Thank you for your clarification.
Yes, I've just submitted refund requests through Google Play. Thank you for your clarification. Yes, I've just submitted refund requests through Google Play. And the answer was a no I’m assuming? I have to wait 1 to 4 business days for a response. I have to wait 1 to 4 business days for a response. So you didn’t have an answer and yet you came here requesting a refund? Google has approved a refund for the subscription but denied the in-app purchases. Since my original account is unrecoverable, I'm hoping the remaining issues can still be resolved. Google has approved a refund for the subscription but denied the in-app purchases. Since my original account is unrecoverable, I'm hopin If you can’t get a refund thru google than we can’t do anything about it. Any refunds regarding aspect is always done by google / apple, if they deny it than there’s nothing that aspect can do about it! Thank you for the clarification and for taking the time to look into it. I appreciate it. Thank you for the clarification and for taking the time to look into it. I appreciate it. No problem!
Do you need anything else or can I go ahead and close this ticket? Yes, you can go ahead and close this ticket. Thank you again for your time.
Exported transcript automatically when the ticket was closed.
Top participants:
10 - @destructively__#0 (1012012939315789865)
8 - @niightmode.#0 (1027275445252669503)
1 - @Aspect Assistant#2405 (1479500542832021527)
1 - @helltaker21#0 (1129794461631787160)