前兩年台北市政府一紙數位產品七天內免費退費的規定鬧的兩大Mobile OS系統沸沸揚揚，還讓台灣Android User有大概兩年時間無法購買付費App。
今年總算在台北市政府退讓下恢復正常購買機制。
其實，像Apple的iTunes Store一直都有很建全且人性化的退費機制，雖然介面對非純Mac User不見得親切。
但是每個退費需求都是由人工審核這件事，的確讓退費過程並不是硬梆梆的。
去年十月份，我就因為同時買了兩個GTD App，在考慮之後決定把其中一個退掉只留一個比較符合我需求的。
(一個台幣四百多也不便宜的好嗎？XD)
這次我想分享另一個今年退費的經驗，說說iTunes Store退費並非不可溝通的這件事。
但我就不再把退費流程從頭說明到尾，畢竟網路上已經有夠多的說明文可以參考，在這邊列出一篇寫的還不錯圖文並茂的文章。
糟糕了！買錯了APP怎麼辦？APP Store 退費流程
我一直都很想買一張鄧麗君的精選輯，盡可能的可以把我喜歡的，小鄧的歌一網打盡。
所以我看著iTunes Store上鄧麗君的花樣年華這張專輯很久了，不過一張要$530有點買不下手。
直到前一陣子因為實在有很多小鄧的歌想搜藏，就狠下心入手了。
沒想到入手後才發現這張不是我想要的，曲目雖然很多，可是很多首收錄的是舊版的錄音，品質不是那麼好。
有不少首都是小鄧很早期的作品，雖然我想要的都有，可是我不想要的也都有。
於是我回家後，用電腦照著流程完成了退費手續，理由就是我買了錯誤的專輯。
然後重新挑選了天國的情人這張精選輯，$360，曲目比較少，但都是我喜歡的，也很滿意。
iTunes團隊會先用自動回覆通知你，他們已經收到你的請求，會盡快幫你處理。
親愛的客戶：
這是一封自動回覆郵件，但 iTunes Store 客戶支援代表在檢視您的詢問後會盡快地個別回覆您（一般而言在 48 小時內）。此外，您可以發現以下文章或對於您的詢問會有所幫助。
iTunes：可能的 iTunes Store 錯誤
Mac: http://support.apple.com/kb/
Windows: http://support.apple.com/kb/
iTunes：如何繼續中斷的 iTunes Store 下載
http://support.apple.com/kb/
iTunes：尋找遺失的媒體檔案和下載項目
http://support.apple.com/kb/
重新傳送 iTunes 禮物和 Gift Certificate
http://support.apple.com/kb/
請勿回覆此封郵件。感謝您的耐心。
敬啟,
iTunes Store 客戶支援
http://www.apple.com/tw/
然後，在幾個小時內，我收到了應該是來自亞洲地區客服中心的來信，表明這個問題提報已經有專門窗口負責。
Dear Shane,
Thank you for your interest in the iTunes Store. Your message has reached the iTunes Store Customer Support team that provides assistance in Traditional Chinese.
Your request has been forwarded to the team that assists in your language. You will be getting a response within 24 hours.
Thank you for your patience as we work to make your experience with the iTunes Store more enjoyable.
敬啟，
Mingjing
iTunes Store / Mac App Store 客戶支援
注：工作時間為 09:00 - 18:00，週三和週六為我的休息日，恐不能及時回覆您的郵件，
在接下來的幾個小時，我又收到了應該是來自美國總部的客服人員Jennifer回覆，表達他們檢視過我的帳戶，發現我曾經在去年十月有過退費紀錄，而這跟他們的退費條款相抵觸，並附上了退費條款的聯結。
Dear Shane,
Thank you for contacting iTunes Store Customer Support. My name is Jennifer, your iTunes Advisor.
I understand that you have accidentally purchased the wrong album. I understand how frustrating this may be and I am more than willing to look into this today.
I've carefully considered your request for a refund. While I understand this purchase was unintentional, I checked your account and saw that you received a refund for an accidental purchase on 10/10/2012. Because the iTunes Store has already made an exception to the Terms of Sale for you, I cannot grant you a refund for this purchase.
Please review the iTunes Store Terms of Sale:
http://www.apple.com/legal/
Thank you for understanding. I wish you a very nice day.
Kindest regards,
Jennifer
iTunes Store Customer Support
http://www.apple.com/support/
老實說，我根本沒點進去看銷售條款，我猜大概是什麼一年內不能多次申請退費之類的。
因為我一開始沒想對退費會不過，所以這不在我的預估內。
於是，我決定直接跟這個Jennifer打交道，我相信老外對退費的要求審核會比華人寬鬆。
於是我立刻回了信，表明我記得去年的退費申請，並請她檢視我的帳戶。
我在退費申請後，立刻買了同一個歌手的另一張專輯，我相信這提供了相當的證據證明我是買錯了專輯。
Hi, Jennifer:
I remember my last accidental purchase in 2012.
But I hope you to look more carefully with my account, that I did buy
another album from the same singer, after I apply this refund.
I think that's another evidence to prove that I bought wrong album.
Hope you can understand my mistake.
Best regards.
Shane
從我的 iPhone 傳送
四天後，我收到了Jennifer的回信，告訴我在他們重新考慮下，他們決定接受我的請求。並且告訴我iTunes每次的購買行為都會重覆跟客戶確認，請我看看是不是我把重覆確認的功能關掉了？
Dear Shane,
First of all I would like to apologise for the late reply. This is Jennifer again from iTunes Store Customer Support.
I understand that you were aware of the previous accidental purchase and would like me to reconsider my decision.
After reviewing these specific circumstances of your case, we determined that issuing you a refund for your unintentional purchase of "花樣年華" is an appropriate exception to the iTunes Store Terms and Conditions, which state that all sales are final. In five to seven business days, a credit of 530.00 TWD should be posted to the credit card that appears on the receipt for that purchase.
Please note that the iTunes Store provides a warning message that asks if you are sure that you want to buy an item. This warning can be turned off. If you would like to make sure that this warning is on, you can reset the warnings in the iTunes Store by following the instructions in this article:
Resetting iTunes Store warnings
http://support.apple.com/kb/
Additionally, you can make modifications on certain devices that will prevent them from making purchases:
iOS: Understanding Restrictions (Parental Controls)
http://support.apple.com/kb/
Shane, I hope this has provided a satisfactory response to your enquiry. If there is anything else I can assist you with related to this matter, please feel free to contact me.
Have a lovely day and thank you for being a valued iTunes Store customer.
我很開心的再回了Jennifer一封信，感謝她在我申請退費上的努力。
Hi, Jennifer,
Thanks for your hard working for my situation, and surely I will be more careful within every purchasing in the future.
Regards,
Shane.
最後，Jennifer再給了我一封信，希望我的問題都已經有被解決。
Dear Shane,
You're very welcome. I'm very glad that I was able to help you reverse the unwanted purchase and that this issue is now resolved.
Nothing makes Apple happier than to hear that we have pleased our customers. I wish you the best and hope that you continue to enjoy the iTunes Store.
寫這篇是希望可以分享iTunes Store在退費這件事上的人性化。
以iOS的用戶數量，他們每天會收到的大小疑難雜症肯定很多，可是他們卻能夠以真人的客服團隊應付客戶的需求。
並且有足夠的權限去認真的考慮客戶所提出來的問題，而不是制式化的回答，這點真的很不簡單啊。
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