We’ve been having issues in the game where Roblox’s purchasing fails on our end but still charges the user Roblox account. We’ve been asking the players to reach out to Roblox via support, however, they get told to reach out to us instead. We’ve verified that our purchase handler works correctly.
Thanks for the report! We’ll follow up when we have an update for you.
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Please share more details on specific cases this happens and we can try to investigate. Please also specify if this is a single user or something you see in a recurring fashion.