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How the penny drops....
https://steamcommunity.com/discussions/forum/0/4420805388070266816/
Did you get your lawyer yet?
It checks for playtime and time of purchase and if the criteria are met it will accept, if not it will reject with the first failed criteria as reason.
The reason you give is only informational for the studio. No human being has anything to do with the requests.
Refunds is not for testing games, its in case even after all the research the game had issues
I don't know if its the reason, but it sounds a little like it may be it from the start, can only recommend you try to refund less and research more (if that is possibly the reason from your own experience and how much you refund)
It would be nice if they gave you a link for that with the bot refusal as a lot of people probably end up with sour grapes just accepting the bot refusal.
Frankly, I wouldn't be surprised if they are going to remove that option or find an AI way to filter them. When people on the forums suggest it for games with 400 hours of playtime bought years ago, I can only imagine what they get.
Do check back when you've got a lawyer ready tho. I'd love to hear more.
You can select "I have a question about this purchase" instead of "I wish to refund the game" and submit a manual ticket. If you are out side the refund policy, then they can still refuse a refund, but have been known to make exceptions now and then.