Guide: How to get a refund at greater than 2 hours "played" (Sitting in queue).

[Droolguy]

I used this process to be refunded for this purchase with 8 hours on Steam. If you use this process please reply to this thread in order to attempt to keep it on the first page if you can.

1. Log into https://help.steampowered.com/

2. Click "Purchases".

3. Click on "Mortal Online 2".

4. Push "I have a question about this purchase."

5. Type out a RESPECTFUL and CLEAR explanation of what is a happening,

i.e. mine said...

"I am trying to get into direct contact with Steam support as the automated system is failing.

I am trying to get a refund for this purchase due to the game not being realistically playable by any objective measurement.

I am one of many, many, many people seeking refunds for this game but being denied because our play times exceed the automated denial at 2 hours of play time.

The issue is that this game uses a queue system to get into the actual game that is both extremely unreliable and takes far, far, far more than 2 hours to even be able to get in. So the "time played" statistic is being massively inflated by the time people have sat in a queue waiting to be let into play.

Please help.

Thank you."

It took approximately 3 days for Steam Support to respond to me and process my refund.

When they respond it will say something along the lines of...

Sorry to know you've had issues with the game.

Our refund system is designed to approve or deny the refund based solely on the terms set by the policy. No worries, here at Steam Support, we look at refunds on a case to case basis.

After investigating your situation, we've decided to make an exception. As a customer service gesture, we can issue a credit for the amount of your purchase into your Steam Wallet. The wallet credit will also remove the title or item from your account.

Let us know if this works for you. You’ll need to respond and confirm before we proceed with this credit."

From other reports I can find, this is a standard response.

6. DO NOT CLICK THE RESOLVED BUTTON!!! You will *cancel* the help request!

7. In order to reply you will need to click the NOT RESOLVED/NO button at the bottom (this step is not clear). This will give you a text box in which you can reply simply "Yes, this will be fine" or something similar.

8. Wait for it to be processed.

[Hairy Hispanic]

+1

[Games4476]

Originally posted by Droolguy:

I used this process to be refunded for this purchase with 8 hours on Steam. If you use this process please reply to this thread in order to attempt to keep it on the first page if you can.

1. Log into https://help.steampowered.com/

2. Click "Purchases".

3. Click on "Mortal Online 2".

4. Push "I have a question about this purchase."

5. Type out a RESPECTFUL and CLEAR explanation of what is a happening,

i.e. mine said...

"I am trying to get into direct contact with Steam support as the automated system is failing.

I am trying to get a refund for this purchase due to the game not being realistically playable by any objective measurement.

I am one of many, many, many people seeking refunds for this game but being denied because our play times exceed the automated denial at 2 hours of play time.

The issue is that this game uses a queue system to get into the actual game that is both extremely unreliable and takes far, far, far more than 2 hours to even be able to get in. So the "time played" statistic is being massively inflated by the time people have sat in a queue waiting to be let into play.

Please help.

Thank you."

It took approximately 3 days for Steam Support to respond to me and process my refund.

When they respond it will say something along the lines of...

Sorry to know you've had issues with the game.

Our refund system is designed to approve or deny the refund based solely on the terms set by the policy. No worries, here at Steam Support, we look at refunds on a case to case basis.

After investigating your situation, we've decided to make an exception. As a customer service gesture, we can issue a credit for the amount of your purchase into your Steam Wallet. The wallet credit will also remove the title or item from your account.

Let us know if this works for you. You’ll need to respond and confirm before we proceed with this credit."

From other reports I can find, this is a standard response.

6. DO NOT CLICK THE RESOLVED BUTTON!!! You will *cancel* the help request!

7. In order to reply you will need to click the NOT RESOLVED/NO button at the bottom (this step is not clear). This will give you a text box in which you can reply simply "Yes, this will be fine" or something similar.

8. Wait for it to be processed.

You mad lad. Well done sir!

[Шумело]

Originally posted by Droolguy:

I used this process to be refunded for this purchase with 8 hours on Steam. If you use this process please reply to this thread in order to attempt to keep it on the first page if you can.

1. Log into https://help.steampowered.com/

2. Click "Purchases".

3. Click on "Mortal Online 2".

4. Push "I have a question about this purchase."

5. Type out a RESPECTFUL and CLEAR explanation of what is a happening,

i.e. mine said...

"I am trying to get into direct contact with Steam support as the automated system is failing.

I am trying to get a refund for this purchase due to the game not being realistically playable by any objective measurement.

I am one of many, many, many people seeking refunds for this game but being denied because our play times exceed the automated denial at 2 hours of play time.

The issue is that this game uses a queue system to get into the actual game that is both extremely unreliable and takes far, far, far more than 2 hours to even be able to get in. So the "time played" statistic is being massively inflated by the time people have sat in a queue waiting to be let into play.

Please help.

Thank you."

It took approximately 3 days for Steam Support to respond to me and process my refund.

When they respond it will say something along the lines of...

Sorry to know you've had issues with the game.

Our refund system is designed to approve or deny the refund based solely on the terms set by the policy. No worries, here at Steam Support, we look at refunds on a case to case basis.

After investigating your situation, we've decided to make an exception. As a customer service gesture, we can issue a credit for the amount of your purchase into your Steam Wallet. The wallet credit will also remove the title or item from your account.

Let us know if this works for you. You’ll need to respond and confirm before we proceed with this credit."

From other reports I can find, this is a standard response.

6. DO NOT CLICK THE RESOLVED BUTTON!!! You will *cancel* the help request!

7. In order to reply you will need to click the NOT RESOLVED/NO button at the bottom (this step is not clear). This will give you a text box in which you can reply simply "Yes, this will be fine" or something similar.

8. Wait for it to be processed.

Finally, How much longer before they remove it off the steam store now?

[Droolguy]

Originally posted by Games4476:

...

Thanks, I wouldn't have figured it out if you had not linked me to Reddit post. I figure this is a lot easier to read and a bit more detailed as to where exactly to go and what to press to get to the right menu.

[Jerry]

You have way to much time on your hands @OP.

[Games4476]

You really outdid yourself. Great job man. Best post on the forums since release.

[Droolguy]

Originally posted by Backpack:

You have way to much time on your hands @OP.

Mostly being retired will do that to a person.

[♥ZERO K%♥]

This is going to stop working real fast once they see copy paste tickets using this thread's text

[darthside]

this is the best news about this game since the ''release'' of this game

[Droolguy]

Originally posted by ZER0 %K:

This is going to stop working real fast once they see copy paste tickets using this thread's text

Sure might, but you don't have to copypasta it, although a bunch of people will. Just write something similar.

[Celdinumbra]

If it doesn't work on 1st try, keep trying. You're bound to hit a guy from the support that can help you with this. Most will just emulate the automatic reply with the "2 hour rule" line.

[Taldren]

This is the best guide to the game so far. Nice work.

[Archform]

Originally posted by Celdinumbra:

If it doesn't work on 1st try, keep trying. You're bound to hit a guy from the support that can help you with this. Most will just emulate the automatic reply with the "2 hour rule" line.

Funnily enough this works in general with customer service, 9/10 will give you a boilerplate reply. 1/10 will try to help you with your issue.

[Droolguy]

Originally posted by omgboyman:

Originally posted by Droolguy:

I used this process to be refunded for this purchase with 8 hours on Steam. If you use this process please reply to this thread in order to attempt to keep it on the first page if you can.

1. Log into https://help.steampowered.com/

2. Click "Purchases".

3. Click on "Mortal Online 2".

4. Push "I have a question about this purchase."

5. Type out a RESPECTFUL and CLEAR explanation of what is a happening,

i.e. mine said...



It took approximately 3 days for Steam Support to respond to me and process my refund.

When they respond it will say something along the lines of...



From other reports I can find, this is a standard response.

6. DO NOT CLICK THE RESOLVED BUTTON!!! You will *cancel* the help request!

7. In order to reply you will need to click the NOT RESOLVED/NO button at the bottom (this step is not clear). This will give you a text box in which you can reply simply "Yes, this will be fine" or something similar.

8. Wait for it to be processed.

Great stuff mate I hope it works for as many people as possible, my first attempt got rejected due to over 60 hours playtime in queue xD but will keep on trying

Are you a masochist? No way I would *ever* spend 60 hours waiting in a Q.

[Droolguy]

Originally posted by omgboyman:

Originally posted by Droolguy:

Are you a masochist? No way I would *ever* spend 60 hours waiting in a Q.

I REALLY like the idea of this game and wanted to play it, even freed up my entire weekend and got a few friends together for it since I expected some issues during the first couple of days and not being able to play so I thought well the weekends gonna be it, but from launch till yesterday night when I gave up I was queuing for the most part.

Can't have nice things anymore it seems xD

Let's keep your post up so people have a chance on refunding!

I don't have near the faith you do it seems even though I too love the concept of the game, after one day sitting in the Q all day I wasn't willing to waste any more time. That was when I decided to research the devs and didn't like what I found, so started working on my refund.

I hope people see this thread and can get the refunds they deserve... as I know that they do not go to the automated system and a real person has to read the reports generated. If you get an automated response it's because the person on the other end copypasta'd it and it is not actually an automatic denial.

Someone somewhere had to read it and that gives everyone a much higher chance than a computer going...

if (playtime > 2) {
Deny;
} else {
Accept;
}