Allow refunds of individual purchases, and bulk refunds of products/ gamepasses


#1

The problem

As a Roblox developer, it is currently impossible to refund players their money without losing 30% of the product's purchase price through marketplace fees. It's also impossible to bulk refund, you have to go through and individually refund every purchase. On top of this, you usually have to ask people to contact you to ask for a refund, and then get into contact with them to let them know the refund has been completed.

We all make mistakes, and there have been times where I’ve broken developer products, or bugs made them work to a standard which is below my expectations and what I promised the user. In these cases I would like to be able to refund them, and I usually do, but either at a loss, or as a partial refund (minus the 30%).

My proposed solution

  • Refunds should be easy, quick and automatic, and there should be no 30% marketplace fee on the original revenue, in other words, there should also be a refund of the robux removed from the total to make up the 30% taken by Roblox. It doesn’t make sense that while I have to refund a player with my own money, Roblox keeps 30% of that original payment the player made despite their expectations not being met. A very rough example of a button:

  • A great feature would be allowing ‘bulk refunds’ where you can select a specific item and a specific time period, and automatically refund all purchases in that period of time for that specific item.

  • Messages/ Notifications telling players that they have been refunded. It doesn’t need to include a message from the developer, but being able to tell the player what’s up would be helpful to make it clear what the purpose for the refund is. I made a very rough example here:

This is a feature we dearly need. Players assume we can give full refunds at no loss, but it’s not possible and that damages our brands and the trust our players put in us.


split this topic #2

3 posts were merged into an existing topic: Off-topic and bump posts


#3

I would love to be able to give users refunds easily

how they would work? not sure. This seems like a good start of an idea though


#4

If they go through this I hope they can let us search purchase history of players on devproducts so I can stop clogging my datastores everytime someone buys a devproduct.


#5

This is a great feature that is really useful, and would benefit just about everyone who has or is making a game.


#6

It’s a step I feel has been needed for some time! I would like to bring up a couple extra points…

  1. We’d need some way to access a player’s specific purchase history involving our games on the fly. Considering how long the list of sales can go, it’s not fun to dig back down months of history.

  2. The option on whether the user keeps the product after refund. Some developers may wish to refund and revoke the product, whereas others may feel it fits better with their business to let the players keep refunded items under good faith, to help build a better reputation.


#7

You would still need to do this either way, to ensure that you are not awarding a purchase twice for the same receipt ID.

EDIT: Although, you can get away with just storing the receipt ID then. :slight_smile:


#8

I think it would be a good idea to have a refund all button too, in case we have to remove a gamepass that we think we can’t maintain or keep anymore.


#9

I support the idea, however there’s one main problem with a feature like this that would need to be worked out: What happens with the money if it’s spent? Say a group makes 100 robux, they spend it all on a badge, then they refund all of their players. That’s over 100 robux that just came out of nowhere. Maybe take robux out of group funds (or the owner’s account if there’s no group)?


#10

I would presume so, yes. Having Refund create additional Robux instead of taking it from the game owner’s balance would create a lot of problems.

If the game owner’s balance is too low then they cannot use Refund.


#11

I think the basic method for this would be that you can’t refund unless you have 70% of the original purchase price (taking into account the 30% marketplace fee)


#12

This request has been filed :slight_smile:


#13

Highly agree with this :slight_smile:


#14

Yes, and as seen with this years Bloxy Awards theatre issues, same as last year’s, seats have needed to be refunded. Although Roblox will probably cover these refunds, it just shows how a feature like this is so desperately needed. Please make it happen!


#15

I agree with this from a players perspective but from a devs perspective it would suck.

So many more messages asking for refunds, having to roll back in game data (when currency is already spent), etc. Maybe a MarkeplaceService refund API could be created that would be called upon refunding a player. At that point you could put your datastore correction code. Still seems super complicated. If there’s a good solution to this problem I would be down, otherwise nah.

I’ve never had to refund someone… And it’s super easy to send a group payout if you use groups.

Edit: this refund API would be a good case for universe level code feature that is on the road map. Because it probably won’t run on just one gameserver.


#16

I agree on that, it would probably better in the form of ‘Revoke payment’ or something similar, so that players are not actually being ‘refunded’, rather their payment is being rejected.
If as a developer, you just have a policy of not refunding on the basis of ‘i didnt like it’ then it should improve it, but I also understand where you’re coming from and have the same concerns.


#17

At the scale of a big game, it’s simply impossible to be customer service, game manager, AND developer. Yes it would be cool to be able to do something like this, but not really practical and a “no refunds” policy is just something we’ve all adapted to. Bugs can be fixed, and most people get what they bought if you have the proper systems for it. I personally just don’t have the time to sit through a thousand messages of players asking for refunds for whatever reasons.