If you bought Robux or an item through a third-party store like Apple, Google Play, or Amazon and now want your money back, you’re not dealing with Roblox directly. That means the usual “contact support” button won’t help. Instead, you need to understand the legal eligibility criteria for external merchant roblox refund requests basically, what rules apply when you ask the actual payment processor (not Roblox) to reverse a charge.

What does “external merchant” mean in this context?

An external merchant is any platform where you used real money to buy something that ended up in your Roblox account but Roblox didn’t take your payment. Think: buying Robux via the App Store on your iPhone, or using your PlayStation wallet. In those cases, Apple, Sony, or whoever processed the payment holds the keys to refunds not Roblox.

When can you legally request a refund from an external merchant?

You’re more likely to get a refund if:

  • The purchase was made by a child without permission
  • You were charged twice for the same item
  • The item never showed up in your Roblox account after payment
  • You canceled a subscription but were still billed

Each store has its own policy, but most follow similar consumer protection principles. For example, Apple’s App Store allows refunds for unauthorized purchases made by minors a common scenario in Roblox households.

What mistakes do people make when asking for refunds?

One big error is contacting Roblox first. They’ll tell you they can’t help because they didn’t receive the money. Another is waiting too long most platforms give you 30 to 90 days to dispute a charge. Some parents also forget to gather proof, like screenshots of missing items or timestamps of accidental purchases.

If you’re unsure how to handle these situations, especially with kids involved, our guide on handling purchase errors through external stores walks through common family scenarios step by step.

How do I actually start the refund process?

Start by logging into the account you used to pay whether that’s your Apple ID, Google account, or Amazon profile. Look for “Purchase History” or “Order Management.” Most platforms have a “Report a Problem” or “Request Refund” button next to each transaction.

If the online form doesn’t work or you need to escalate, you may need to fill out a formal dispute. We’ve prepared a downloadable dispute form you can adapt for Apple, Google, or other merchants it includes the right language to reference their own policies.

What if the merchant says no?

If your request is denied, check why. Sometimes it’s as simple as selecting the wrong reason code (“I changed my mind” usually fails; “unauthorized purchase by minor” often succeeds). You can appeal once, sometimes twice. After that, your best bet is your bank or credit card company they can initiate a chargeback if you have evidence the merchant didn’t follow their own terms.

For full details on what qualifies under each major platform’s rules, see our breakdown of eligibility criteria by merchant.

Quick checklist before you submit your request

  • Confirm the purchase was made through an external store (check your email receipts)
  • Take screenshots showing the problem (missing item, duplicate charge, child’s account activity)
  • Use the merchant’s official refund channel not Roblox support
  • Submit within their time window (usually under 90 days)
  • Be specific: say “my 8-year-old bought this without permission” instead of “I want my money back”