Steam not accepting my refund for exo primal even against their own refund policy

[Avlaen]

REFUNDS ON PRE-PURCHASED TITLES
When you pre-purchase a title on Steam (and have paid for the title in advance), you can request a refund at any time prior to release of that title. The standard 14-day/two-hour refund period also applies, starting on the game’s release date.

I pre purchsaed the game and the refund is beign denied because i bought it too long ago.
How do i get them to follow their own policy for pre ordered titles?

[breadman]

you played it for 2.5 hours, that's 30 minutes over the refund window

[cSg|mc-Hotsauce]

โพสต์ดั้งเดิมโดย Canoness Avlaen:

Steam not accepting my refund for exo primal even against their own refund policy

REFUNDS ON PRE-PURCHASED TITLES
When you pre-purchase a title on Steam (and have paid for the title in advance), you can request a refund at any time prior to release of that title. The standard 14-day/two-hour refund period also applies, starting on the game’s release date.

I pre purchsaed the game and the refund is beign denied because i bought it too long ago.
How do i get them to follow their own policy for pre ordered titles?

Make a manual ticket.

Find the purchase... https://help.steampowered.com/en/wizard/HelpWithPurchase

Choose "I still have a question..."

Explain the entire issue carefully.

And hope for the best.

[fluxtorrent]

They ARE following their policy, game has been released and you have more than 2 hours. You do not qualify for a refund

[Avlaen]

โพสต์ดั้งเดิมโดย fluxtorrent:

They ARE following their policy, game has been released and you have more than 2 hours. You do not qualify for a refund

its being denied because i bought it months ago, not because of the play time. and ive never had a game denied because i was 20 mins over the 2 hour window before.

Again the reason they Quote is the date of purchase being too long

[breadman]

โพสต์ดั้งเดิมโดย Canoness Avlaen:

its being denied because i bought it months ago, not because of the play time.

wrong, you are over the refund period

[fluxtorrent]

โพสต์ดั้งเดิมโดย Canoness Avlaen:

โพสต์ดั้งเดิมโดย fluxtorrent:

They ARE following their policy, game has been released and you have more than 2 hours. You do not qualify for a refund

its being denied because i bought it months ago, not because of the play time.

Even if that was relevant, you STILL don't qualify, you played for more than 2 hours after release.

[Dr.Shadowds 🐉]

You make manual ticket, and hope for the best when you're outside the refund policy.

Please understand how refund policy works. If you play over 2hrs of Gameplay that may void your refund rights, or if purchase date is over 14 days, or if this is a pre order, and pass the release date by 14 days old that also void your refund rights. Only manual ticket may it be up to them to choose to approve, or decline your refund request when outside the refund policy.

[Avlaen]

โพสต์ดั้งเดิมโดย Dr.Shadowds 🐉:

You make manual ticket, and hope for the best when you're outside the refund policy.

Please understand how refund policy works. If you play over 2hrs of Gameplay that may void your refund rights, or if purchase date is over 14 days, or if this is a pre order, and pass the release date by 14 days old that also void your refund rights. Only manual ticket may it be up to them to choose to approve, or decline your refund request when outside the refund policy.

The manual ticket worked, they refunded it no problem, i guess the automated refund didnt know it was a pre order for whatever reasons.

[nullable]

โพสต์ดั้งเดิมโดย Canoness Avlaen:

โพสต์ดั้งเดิมโดย Dr.Shadowds 🐉:

You make manual ticket, and hope for the best when you're outside the refund policy.

Please understand how refund policy works. If you play over 2hrs of Gameplay that may void your refund rights, or if purchase date is over 14 days, or if this is a pre order, and pass the release date by 14 days old that also void your refund rights. Only manual ticket may it be up to them to choose to approve, or decline your refund request when outside the refund policy.

The manual ticket worked, they refunded it no problem, i guess the automated refund didnt know it was a pre order for whatever reasons.

The automated system only needed to know you played it over two hours. The fact that it's a pre-order no longer matters at that point.

[Spawn of Totoro]

โพสต์ดั้งเดิมโดย Canoness Avlaen:

The manual ticket worked, they refunded it no problem, i guess the automated refund didnt know it was a pre order for whatever reasons.

The system likely chose the date as the two weeks were the first to pass, before the two hours was. It has an issue distinguishing between the two for pre-orders and will often site the two weeks as the issue, even if it is the hours that prevent the refund.

Sounds like support made an exception for being over the two hour limit. Even as a pre-order, if you go over the two hours of playtime, it typically won't qualify for a refund.

[Boblin the Goblin]

โพสต์ดั้งเดิมโดย Spawn of Totoro:

โพสต์ดั้งเดิมโดย Canoness Avlaen:

The manual ticket worked, they refunded it no problem, i guess the automated refund didnt know it was a pre order for whatever reasons.

The system likely chose the date as the two weeks were the first to pass, before the two hours was. It has an issue distinguishing between the two for pre-orders and will often site the two weeks as the issue, even if it is the hours that prevent the refund.

Sounds like support made an exception for being over the two hour limit. Even as a pre-order, if you go over the two hours of playtime, it typically won't qualify for a refund.

Support seems lenient about the time limit as long as it isn't too much. Like 30min over or a day over doesn't seem to bother them for refunds.

[Spawn of Totoro]

โพสต์ดั้งเดิมโดย SlowMango:

Support seems lenient about the time limit as long as it isn't too much. Like 30min over or a day over doesn't seem to bother them for refunds.

I agree they do seem as such, but they are still making exceptions to the rule and can stop doing so at any time, so best not to expect it or abuse it.

[MrDammit]

I've found that once you get to an actual human, their pretty good about refunds outside the policy window. Trick is to be nice/professional. They don't like gamer rants.

[Avlaen]

โพสต์ดั้งเดิมโดย SlowMango:

โพสต์ดั้งเดิมโดย Spawn of Totoro:

The system likely chose the date as the two weeks were the first to pass, before the two hours was. It has an issue distinguishing between the two for pre-orders and will often site the two weeks as the issue, even if it is the hours that prevent the refund.

Sounds like support made an exception for being over the two hour limit. Even as a pre-order, if you go over the two hours of playtime, it typically won't qualify for a refund.

Support seems lenient about the time limit as long as it isn't too much. Like 30min over or a day over doesn't seem to bother them for refunds.

Ive had many even automated refunds work between the 2-3 hour limit, aslong as your not 3 hours or more it seems to be fine