---
title: "Refund Process for Roku and Android Purchases"
slug: "refund-process-for-roku-and-android-purchases"
updated: 2024-10-01T17:05:39Z
published: 2024-10-01T17:05:39Z
canonical: "docs.viewlift.com/refund-process-for-roku-and-android-purchases"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.viewlift.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Refund Process for Roku and Android Purchases

## **Introduction**

This user guide provides detailed instructions for processing refunds through our Content Management System (CMS) for purchases made via Roku or Android. By following these steps, you can ensure a seamless refund experience for users while adhering to company policies.

## **Prerequisites**

Before you begin, ensure you have:

- Administrative access to the CMS.
- Knowledge of the user’s purchase details.
- Familiarity with company refund policies.

## **Step-by-Step Instructions**

**1. Log in to the CMS**

Open your web browser and navigate to the CMS login page. Enter your username and password, then click **Login**.

**2. Navigate to the "Users" Section**

Once logged in, find the **Users** section in the main menu or dashboard.

![](https://cdn.document360.io/15e0c142-c823-4c77-a8e8-9d32ca937982/Images/Documentation/refund-process-for-roku-and-android-purchases-image-43g5p5px.png)

**3. Search for the User**

You can search for users using various criteria:

- **All**: View all registered users.
- **Email**: Enter the user’s email address.
- **Name**: Search by the user’s first or last name.
- **Phone Number**: Search using the user’s phone number.
- **Payment Unique ID**: Use the unique ID related to their payment.
- **Gateway Charge ID**: Enter the charge ID from the payment gateway.

![](https://cdn.document360.io/15e0c142-c823-4c77-a8e8-9d32ca937982/Images/Documentation/refund-process-for-roku-and-android-purchases-image-dm9935o5.png)

**4. View User Details**

Select the user from the search results to view their details.

**5. Access Billing & Purchase**

Click on the **Billing & Purchase** tab to view the user’s billing history and subscription details.

![](https://cdn.document360.io/15e0c142-c823-4c77-a8e8-9d32ca937982/Images/Documentation/refund-process-for-roku-and-android-purchases-image-n64lgnts.png)

**6. Access Subscription Plans & Entitlements**

Click on **SUBSCRIPTION PLANS & ENTITLEMENTS** to see the user's current subscriptions.

**7. Open Details Window**

Click on the eye icon under the **Action** tab to view detailed information about the subscription.

**8. Click on the Refund Option**

Locate the **REFUND** option in the details window.

**9. Select Refund Type**

Click on the three dots next to the REFUND option to choose the refund type:

- **Issue Fixed Amount Refund**: Select this if you want to refund a specific dollar amount.
- **Issue Percentage Refund**: Choose this to refund a percentage of the total amount.

![](https://cdn.document360.io/15e0c142-c823-4c77-a8e8-9d32ca937982/Images/Documentation/refund-process-for-roku-and-android-purchases-image-dnv2dxam.png)

> [!NOTE]
> ## **Important Information**
> 
> - **Processing Time**: Refunds typically take 3-5 business days to appear in the user’s account, depending on their bank or payment method.
> - **Eligibility Criteria**: Ensure that the purchase meets the eligibility criteria for refunds as per company policy.
> - **Documentation**: Keep detailed records of all refunds processed for auditing and compliance purposes.

---

### FAQ

#### **Q1: Can I refund an active subscription?**

Ans: Yes, refunds can be issued for active subscriptions. Inform users about any potential impact on their access.

#### **Q2: What should I do if a user does not receive their refund?**

Ans: Check the refund status in the CMS and advise the user to contact their bank if necessary.

> [!TIP]
> ## **Troubleshooting**
> 
> **1. Login Issues**
> 
> - **Unable to log in to the CMS**: Check your username and password. Ensure your account is not locked. Clear your browser cache or try a different browser.
> 
> **2. User Not Found**
> 
> - **User cannot be found**: Verify the search criteria for accuracy. Ensure the user exists and try different search parameters.
> 
> **3. Accessing User Details**
> 
> - **Unable to access user details**: Confirm permissions to view user details. Refresh the page or log out and back in.
> 
> **4. Billing & Purchase Tab Not Visible**
> 
> - **Tab not visible**: Check if the selected user has billing information. Verify your user role allows access.
> 
> **5. Refund Option Missing**
> 
> - **Refund option not available**: Ensure the purchase is eligible for a refund and that the subscription is active.
> 
> **6. Processing Time Delays**
> 
> - **Refunds taking longer than expected**: Remind users that refunds typically take 3-5 business days. Check with the payment gateway if necessary.
> 
> **7. System Errors**
> 
> - **Encountering error messages**: Take a screenshot of the error and refresh the page. Report persistent issues to IT support.

## **Contact Support**

If you experience any issues or have questions not covered in this guide, please reach out to our support team:

- **Email**: techsupport@viewlift.com
- **Phone**: +1-800-859-0420 (US) or +44-203-014-8921 (UK)

Our support team is available to assist you with any concerns or technical difficulties you may encounter.