1 Reply Latest reply: Mar 8, 2011 5:07 PM by Shikha Bhargava RSS

    Huge difference in Downloads/Trials

    mudstuffing Community Member

      My app has been live for about 10 days now. I am a little perplexed looking at my reports and seeing the number of downloads ratio to actual "trials" be so big. For every 4 people downloading, there is one trial activated.I would have thought this would be closer, and the trials -> purchase ratio would be the big difference.

       

      I am not getting many contacts regarding installation problems, but did get a few... most of the time it was anti-virus/firewall blocking the license manager.

       

      Is this typical results for an app?

       

      Does the report count the download/install of adobe air as well as the app? Would that account for the descrepancy?

       

      Another question I have is one person requested a refund. Do to the niche nature of my app, I was going to, but I cannot tell if they actually bought it. How do I look up orders to do customer service?

       

      Thanks,

      Keith

        • 1. Re: Huge difference in Downloads/Trials
          Shikha Bhargava Adobe Employee

          The results for your application is not typical, but we have seen few successful apps also displaying similar gaps between download and trial numbers. The InMarket reports do count the AIR download number with the app downloads metric.

           

          Within InMarket documentation there is specific section that explains how you can issue refunds to your users - "To issue a refund to one of your customers who has purchased your application, go to the PayByCash site. Use the tab labeled "Ask a Question" to send a message to the payment support staff. Include your email address, your company name and the name and email address of the customer receiving the refund. You will receive an email when the refund is processed. If you have difficulties using the PayByCash site, send an email directly to PayByCash at: merchantsupport@paybycash.com."