Dear users,
Summary: This document will cover basic things on how in-app purchases works in our video game. How payments are working and how product receiving works in game works. Additionally, we will explain what to do if any play has some sort of trouble with payments process. If you are looking for specific answer in this document, look for bolded questions, we formed this document in few question sections to help users get there information's as soon as possible. Thank you!
What is an in-app purchase (IAP)?
An in-app purchase (IAP) is something bought from within an application, typically a mobile app running on a smartphone or other mobile device. Software vendors can sell all manner of things from within apps. In games, for example, users can buy characters, upgrade abilities and spend real money on in-game currencies.
In Crusoe's official video game there's two type of in app products:
- Consumable product: A consumable product is one that a user consumes to receive in-game content. When a user consumes your product, you dispense the associated benefits or effects in a process known as provisioning. For example, a user might purchase in-game currency product such as a stack of coins. When the user consumes the product, your app then dispenses a fixed number of coins to the user, and the purchased stack of coins product is no longer available. Consumable products can be purchased multiple times. For example in our game consumable products are, boosters, coins and packs such as welcome pack.
- Non-consumable product: A non-consumable product is a product that is purchased once and provides a permanent benefit. Once purchased, these products are permanently associated with the user's Google's or iOS account. Examples of non-consumable products include premium upgrades and level packs. In our game that's every pack that contains COSTUMES!
Note: Costumes that are purchased for in game currency (buttons) are not considered a non-consumable product and they will not be associated with the players account, only product that is processed by Google or Apple will be - in other words, a pack bought for real money.
Most important advice when you want to made a purchase:
Before you made any purchase in the game please make sure that you are connected to the internet! We've received reports from costumers who were trying to purchase product from the game without internet connection. Google and Apple has a system of charging as soon as device comes back online, so if you try to purchase any product from the game without internet connection IAP system in the game won't be initialized and device running the game will not receive confirmed information that you want to purchase something in the game from Google or Apple.
Please be patient when purchasing and don't close the app window until Google/Apple finish processing your transaction. If you close the purchasing panel too early purchasing process can be interrupted or transaction can be declined.
Purchasing a product and how it works:
Sometimes it takes some time to process in app payments. While purchasing a product, please be patient and don't shut down the game until whole purchasing process is completed! When you tap on "purchasing button" and complete payment transaction wait until Google's or Apples windows shuts down! Until that happens don't shut down the game, you can interrupt payment procedure and your payment procedure can be declined. When Google or Apple purchasing window is closed you can get one of four feedback massages as follows:
- Purchase successful and purchased product is processed immediately: That means you will get your purchased product as soon as Google or Apple purchasing windows is closed. You will receive a receipt with the transaction ID and status confirmation about your purchase in your e-mail and Google Play store or App store.
- Purchase successful and purchased product is delayed: That means you will get your purchased product after the transaction is completed, sometimes it takes few moments (in some cases an entire day or two), to get confirmation from the bank. As soon as transaction is completed you should receive a payment receipt with transaction ID and status confirmation about your purchase in your e-mail and Google Play store or App store. (Sometimes, due to a delay of transactions, it will take few moments for the controller to get status information about purchased product from Google or Apple); in this case all you need to do is to run the game while making sure that you have turned on the internet connection and your purchased product will be provided.
- Purchase failed immediately: Something went wrong with the transaction or your bank declined the transaction for some reason. We are strongly recommend to contacting bank about more information about why transaction is declined. IF you are charged for some reason but you receive a notification that your purchase failed from Google or Apple, immediately contact Google and Apple support for that transaction! Every single payment is processed exclusively by Apple and Google play so that falls out of our responsibility or capability to help.
- Purchase failed after some time: Something went wrong with transaction or bank declined the transaction for some reason. We strongly recommend contacting your bank about more information on why transaction is declined. IF you are charged for some reason but you receive a notification that your purchase failed from Google or Apple contact immediately Google and Apple support for that transaction! Every single payment is processed exclusively by Apple and Google play so that falls out of our responsibility or capability to help.
Will I lose my purchases if I reinstall the game or change to another device?
Our game will automatically check for undelivered product receipts every time you run the game. if your Google or Apple account holds own receipts for that product and you don't have it in the game, your product will be automatically imported to game.
Receipt on Google and Apple for consumable product will last until product is delivered or imported in the game and can be used only once.
Receupte on Google and Apple for non-consumable product will last forever. Once you purchase a non-consumable product, you can import it in the game anytime you want, but only if you didn't import it before (for example, if you already have bee suit in the game, you can't import twice).
This procedure is ran automatically when you run the game.
I purchased a product from the game and I received a receipt of successful payment transaction
from Google or Apple, but didn't receive product in the game what should I do?
Note: Please read first section above under subtitle "Purchasing a product and how it works".
If you received a t successful payment confirmation form Google or Apple in your e-mail address and after some time you dhaven't received your product in the game please proceed with these steps:
- Look for the transaction receipt in your bank account, if you were charged there for an amount of purchased pack in the game.
- Go to App Store or Google Play store and make sure that you have installed the latest game update.
- After the update is completed, make sure that you have your internet connection turned on.
- Close every app that is running in the background.
- Open the game and look for your product purchase.
ONLY for APPLE devices:
If you purchased only non-consumable products in the game, you have rights by Apple to request reimporting inventory in the game (for example if you changed your device).
You'll find the restore purchase button in our game: Run the game ->Go to the map scene -> Tap the settings button (left bottom corner) -> Restore purchases.
NOTE: Restore purchase button is not for refunds! For more information's about refunds read "How do I request refund for a product that I purchased?" section.
For more information on how "Restore purchase" button works please read: https://support.apple.com/en-gb/HT204530
If this solution does not work for you contact our support: https://crusoedachshund.freshdesk.com/support/tickets/new
PROVIDE US necessary information that we need:
- Device name and type (model and manufacturer name is enough).
- Billing confirmation and a screenshot from the game as a confirmation that you didn't receive your products in the game (for example if you purchased the Bee suit pack, provide us a screenshot of the costume panel).
- Short description pf the product (Name of the pack, price and shot description about how did you purchased that pack, if you accidently shut down the purchasing process and you were charged or tried to purchase product with low internet or without, mention to us that as well!).
- Target platform (iOS or Android).
How do I request refund for a product that I purchased?
App store:
Refunds are handled and decided on exclusively by Apple. For any sort of refunds and payment proceeding problems please contact Apple support, every piece of personal information and status about payment is handled and decided on exclusively by Apple and we can't review any personal transaction because of security reasons.
Android:
Refunds are handled and decided on exclusively by Google via your settings on Play Console. For that Go to Play Console > Menu 
> Account > Order History. On the order that you want to return, swipe left, tap on more and select "refund".
Thank you once again. We hope this article will help.
Last edit: 04/04/2022 by Ivan Zarkov
With respect,
Ivan Zarkov - Product Manager