---
id: "customers/refund-control/troubleshooting"
title: "Troubleshooting Refund Control"
description: "If Refund Control policies aren't matching Customers or refund data is missing, use this article to check the most common configuration issues."
permalink: "/docs/customers/refund-control/troubleshooting"
slug: "troubleshooting"
version: "current"
original_source: "docs/customers/refund-control/troubleshooting.mdx"
---

> **AI agents:** This is the Markdown version of a RevenueCat documentation page. For the complete documentation index, see [llms.txt](https://www.revenuecat.com/docs/llms.txt).

If Refund Control policies aren't matching Customers or refund data is missing, use this article to check the most common configuration issues.

## A server notification warning appears

Confirm that every Apple and Google Play app in the project has the required server notifications configured:

- [Apple App Store Server Notifications](https://www.revenuecat.com/docs/platform-resources/server-notifications/apple-server-notifications)
- [Google Real-Time Developer Notifications](https://www.revenuecat.com/docs/platform-resources/server-notifications/google-server-notifications)

RevenueCat may receive notifications even when the dashboard can't verify a configuration. Check the store configuration before changing a working setup.

## A policy doesn't affect Google Play Customers

Check whether the policy contains a **Platform** condition limited to iOS, macOS, and visionOS. Add Android to include Google Play Customers, or remove the condition to apply the policy to both stores.

If RevenueCat migrated the policy from the legacy Apple configuration, the Apple-only condition is expected. See [Review a migrated Apple policy](https://www.revenuecat.com/docs/customers/refund-control/configure-refund-policies#review-a-migrated-apple-policy).

## A policy matches no Customers

Review every condition and condition group, then compare them with the Customer properties you expect to match. RevenueCat evaluates the policies from top to bottom and uses only the first matching policy.

A newly created policy with no conditions should match all Customers. If you need one preference for Customers who don't match a custom policy, configure the default policy instead.

## No refund metrics appear

Refund requests may be infrequent. Confirm the server notification configuration, save the policies, and allow time for the stores to send refund-review requests.

The [App Store Refund Requests Chart](https://www.revenuecat.com/docs/dashboard-and-metrics/charts/app-store-refund-requests-chart) reports only Apple refund requests. It doesn't include Google Refund Review API calls.

## A Customer's Apple preference is ignored

Confirm that `$appleRefundHandlingPreference` contains a [supported value](https://www.revenuecat.com/docs/customers/refund-control#customer-specific-override-legacy-apple-only). The override applies only when RevenueCat responds to refund requests for the matching policy.

For Customers who haven't consented to share consumption data with Apple, set the attribute to `DO_NOT_HANDLE`.

## Related articles

- [Refund Control concepts](https://www.revenuecat.com/docs/customers/refund-control)
- [Configure refund policies](https://www.revenuecat.com/docs/customers/refund-control/configure-refund-policies)