Just a quick note from Steam support reply: "Please note in the future that Steam purchases, per the Steam Subscriber Agreement, are not refundable - this store credit was issued as a one-time customer service gesture."
So that may be why I was granted a refund so easily. But here is how I went about it; hopefully it helps you:
I sent in a support ticket ( https://support.steampowered.com/newticket.php
[You will have to create a new Steam Support-specific account] ) and selected "Legends of Pegasus" as the product. For the category, I selected "Purchases and Payment "and then "Credit card" as subcategory. I then continued by typing out my request that I pasted below. Feel free to use similar arguments and outline, but avoid word-for-word for authenticity and sincerity purposes.
Account Name: xxxxxxxxxxx
I pre-ordered the game Legends of Pegasus on the Steam Store prior to its release. The game was released before it was finished and remains in an unstable state. Since the developer Novacore has filed for bankruptcy ( http://www.novacore-studios.de/index.php?lang=en
), there will no longer be any patches. Because of this, I can no longer wait and hope the game would enter a playable state through patches. I only spent about one hour playing the game after purchase, before problems became too severe to continue.
I wish to request a refund for the unsupported game (proof of purchase included below), due to current technical and instability problems with core game mechanics and code. These problems include: game crashes, inability to launch the game, in-game holes that prevent mission progression, insufficient coding for game mechanics and AI, and other problems. A coupon or voucher to be used on future Steam purchases is acceptable, otherwise a refund to the card is fine. I wish to also suggest removing the incomplete and unsupported game from the Steam Store to prevent future problems for customers and the Steam support team.
I'd ask Kalypso (as stated for third-party support) but they have replied to anyone that tried to do so that they would have to contact Steam anyway to see if a refund is possible. So I am trying to cut out the needless middle-man.
Thanks from a Steam fan,
Proof of Purchase:
Card Type: xxxxxx
Name on Card: xxxxxxxxxx
Billing Address: xxxxxxxxxxxxxxxxxx
Last Four Digits on Card: xxxxxxxx
Legends of Pegasus Pre-Order: 33.99 USD
Confirmation Number: xxxxxxxxxxxxx
Date Confirmed: Wed Aug 08 22:36:50 2012
Just be respectful and explain the problem; I assume mentioning the developer's demise helps. Be sure to include your proof of purchase too (instructions on PoP: https://support.steampowered.com/kb_article.php?ref=2268-EAFZ-9762
). For information purposes, I provided them the purchase confirmation number from the email when I originally pre-ordered the game.
*Update* Be sure to mention the game being no longer purchasable from the Steam store for more impact. Saw the ability to buy the game disappear recently.
I was awarded the 33.99 USD to my Steam wallet. But, once again, this may have been easier since it was my first ever request for a refund and given a one-time gesture. Otherwise, I suggest trying through the third-party support offered by Kalypso (http://www.kalypsomedia.com/en/support/index.shtml
) ...they may have some pull with overriding that agreement as a publisher on Steam. Provide similar information to them.
Now I can better spend the money on the upcoming holiday sales. :) Best of luck to anyone else!