Every request is checked against our records the moment you send it, by fixed rules — the same for everyone, with no AI involved.
Approved automatically, with the refund issued straight away: a duplicate charge, a subscription charge made after you cancelled, and a Priority Review order that never turned on. Cancelling a subscription is done straight away too.
Sent to a person even then when the receipt and e-mail don't match, a dispute is open with your bank, the refund is over our automatic limit, you've had a refund in the last 180 days, or the payment is more than 120 days old. Everything else is read by a person too.
A person replies within two business days (Monday to Friday). Nothing is declined automatically — a "no" always comes from a person, with the reason, and you can reply to it.
Send a change request: billing mistakes our records prove are refunded automatically, and a person answers the rest within two business days.