Apple Launches Redesigned 'Report a Problem' Tool for iTunes Store Purchases

Posted March 28, 2013 at 4:50pm by iClarified | Please help us and submit a translation by clicking here | 4615 views

Apple has begun the phased launch of a redesigned 'Report a Problem' tool for iTunes Store purchase issues.

Overview:
'Report a Problem' is a self-help tool for customers. Prior to March 13, 2013, Apple offered the 'Report a Problem' tool exclusively within the iTunes application on a Mac or Windows computer. After March 13, 2013, you can access the 'Report a Problem' tool from your computer or mobile device via a web browser.

When using the 'Report a Problem' tool, you view purchases and downloads made in the previous 90 days, then identify and select a purchase issue. The tool then determines whether you are eligible for a refund or regrant:
● If you are eligible, the tool automatically provides you with a refund or regrant and display an on-screen confirmation message. Apple sends a confirmation email when the refund is issued.
● If you are not eligible the tool denies your refund or regrant with an on-screen message.

The sequence appears as a seamless interaction and enables automation of some of the most straightforward customer requests.

Availability:
Apple is rolling out the redesigned 'Report a Problem' tool to customers in phases.
● Phase 1: A subset of customers in the United States
● Phase 2: The remainder of customers in the United States
● Phases 3-4: All additional countries on a rolling basis

[via 9to5Mac]




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