After the shutdown of Amazon Appstore for Android, we’ve been getting emails from users who have previously purchased our paid apps on Android, mentioning that the games have been immediately disabled by Amazon and will no longer function on Android devices.
The FAQ mentioned that apps would not be “guaranteed to operate”, but it did not mention that apps would immediately be forced to be inoperable. Users are getting a pop-up saying they need to log in to Amazon Appstore to use the app (even while seeing the game itself running just fine in the background, behind the pop-up window). Logging in is of course no longer possible because the Appstore has been shut down.
The FAQ did not mention this behavior change, and even mentioned customers being able to discover and install/purchase apps up to the cut-off date, which is troubling if Amazon intended those purchases to be immediately unusable months or days or hours later, rather than just the vague “not guaranteed” to work in the future.
Furthermore, the FAQ mentions that users will be able to receive a refund for subscriptions, but it does not mention anything about receiving refunds for paid apps that now no longer function. Are customers able to request a refund from Amazon for paid apps as well? What process should we instruct our customers to follow to request that?