Google won't process refund

Thread summary

The user was charged for an annual subscription that had been purchased through the Google Play Store. The user had intended to try a 7-day free trial but forgot about it, and the trial converted into a paid annual charge. The user submitted a refund request through Google directly after being charged, but Google denied the refund request, leaving the user unsure how to proceed to recover the payment.

Troubleshooting steps / guidance mentioned by other participants

• Peru Bob (Community Expert) noted that since the purchase and payment were processed through Google, Google would be the party holding the funds in this situation.

Suggested solutions by Adobe

If you were charged for an Adobe subscription purchased through the Google Play Store and need a refund or want to cancel it, here's what to do:

1. Cancel and request a refund directly through Google Play if it's within 48 hours of the purchase, since Adobe subscriptions bought through Google Play are billed and refunded by Google, not Adobe.
   Cancel Adobe Express on Android
2. Manage the subscription payment method through Google Play rather than your Adobe account, since third-party store purchases aren't editable from Adobe's side.
   Update payment for Adobe plans in third-party stores
3. Review Adobe's general subscription and refund terms for context on standard refund eligibility windows, even though the billing itself runs through Google for this type of purchase.
   Understand Adobe's subscription terms and refund policies