Refunding your customers

Customers may contact you to request a refund on your assetAny media or data that can be used in your game or Project. An asset may come from a file created outside of Unity, such as a 3D model, an audio file or an image. You can also create some asset types in Unity, such as an Animator Controller, an Audio Mixer or a Render Texture. More info
See in Glossary. However, as the purchase was made through the Asset StoreA growing library of free and commercial assets created by Unity and members of the community. Offers a wide variety of assets, from textures, models and animations to whole Project examples, tutorials and Editor extensions. More info
See in Glossary, it should be the store that manages the refund - not individual publishers.

If possible, try to help your customer resolve their issue to avoid a refund. If a refund is required, then you must request it form the Asset Store on the customer’s behalf, using the following process:

Ask the user to provide you with the invoice they received when they purchased the asset.
Log in to your publisher administration page.
Verify the invoice using the Verify Invoice tab.
Once verified, email assetstore@unity3d.com from an email address attached to your publisher account. You must provide either the invoice as an attachment, or the invoice number.

Here is a template request:


Hi Asset Store Team,

Please refund the following asset(s)

Publisher Name: 

- Asset name(s)

Regards

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Viewing the status of your Asset Store submissions

Removing your Assets from the Asset Store

Unity Manual

Refunding your customers