Refund Issue. Does Steam support have clue what they are doing?

[smogzy]

So I purchased a Index and base station using paypal.

Payment didn't go through due to a paypal / bank problem (I'd exceeded my daily visa card limit).

Made another purchase the next day using paypal.

Steam ships the first one, even though it wasn't paid for.

Contacted steam support, but it takes so long to get a reply it's too late to stop shipment.

Steam then ships second Index and base station.

Contacts steam support again, but it takes so long to get a reply it's too late to stop shipment.

Receive first Index in post.

Paypal then debit my paypal wallet €698. So I'm in negative balance.

The second index arrives and I refuse delivery and send it back. GLS the courier company are about to try to deliver again, claiming I was not in even though I have cctv of me at the front door speaking to the driver. Finally manage to get it sent back.

Steam receives returned index. Takes them 4 days to reprocess. Getting shirty emails from paypal now.

Explain to paypal the situation. They are happy to wait for the refund.

Steam refunds me to my wallet balance. So now I have €698 wallet credit I don't want.

I raise a dispute with paypal and upddate my support ticket.

And still waiting........

So now I have €698 wallet credit I don't want and €698 negative balance in my paypal account, essentially crippling it.

Nice one steam!!

[StickyPawz]

When you say: "Payment didn't go through due to a paypal / bank problem (I'd exceeded my daily visa card limit)" … Did your steam purchase history say PENDING or FAILED at that moment?

Cuz it sounds like it was PENDING, and when the funds became available it took them -- Then you ordered the 2nd one.

In any case, the 2nd purchase should have be refunded back to the original form of payment, unless you chose otherwise?

[smogzy]

Pending. I knew it failed as my bank rang me as it was flagged as a potential fraud and they said it was refused due to the visa daily limit.

I asked for the money to be refunded and did not specifily ask for it to be refunded to my wallet. Yes it should be refunded to my original payment method (Paypal).

[Brian9824]

smogzy eredeti hozzászólása:

Pending. I knew it failed as my bank rang me as it was flagged as a potential fraud and they said it was refused due to the visa daily limit.

I asked for the money to be refunded and did not specifily ask for it to be refunded to my wallet. Yes it should be refunded to my original payment method (Paypal).

If it was pending it didn't fail, it was just delayed so you screwed up and ordered 2 by accident. Not steam's fault at all.

[Zekiran]

Pending means it'll go through the moment it's able to.

Failed means that the transaction cannot be finished and is terminated entirely.

You paid twice, because you didn't wait for the first PENDING transaction to FINISH.

[smogzy]

"If it was pending it didn't fail, it was just delayed so you screwed up and ordered 2 by accident. Not steam's fault at all."

"Pending means it'll go through the moment it's able to.

Failed means that the transaction cannot be finished and is terminated entirely.

You paid twice, because you didn't wait for the first PENDING transaction to FINISH."

Maybe so but this makes no difference to my issue as I am legally entitled to return the item for a refund under the 14 days cooling off period. The refund has to be an actual refund back to the original payment type not as a store credit.

[Zekiran]

WHEN did this all occur?

[smogzy]

Zekiran eredeti hozzászólása:

WHEN did this all occur?

Happening at the moment

[Zekiran]

When did you initiate the purchases? When did the items arrive if they did?

There should not be a problem if you'd just be patient. They have tens of thousands of things going on, daily. While you do have a case for returning and getting a refund, your impatience along the entire way has made it considerably more difficult.

We cannot help you. You need to just confer with your bank, Steam support, and perhaps even the delivery service if that is needed. But you also need to just be patient.

[cSg|mc-Hotsauce]

Do NOT dispute the payment with Paypal unless you want an account lock for fraud and the Paypal account permanently banned from use on Steam again.

Contact support and see if they can refund it back to Paypal.

[smogzy]

Zekiran eredeti hozzászólása:

When did you initiate the purchases? When did the items arrive if they did?

There should not be a problem if you'd just be patient. They have tens of thousands of things going on, daily. While you do have a case for returning and getting a refund, your impatience along the entire way has made it considerably more difficult.

We cannot help you. You need to just confer with your bank, Steam support, and perhaps even the delivery service if that is needed. But you also need to just be patient.

Purchases made on 12 & 13th august.

1st Index arrived on 16th
2nd Index arrived and returned on 19th

Support ticket generated on 12th. And it contains various replies from steam support which are quite evident that they are not reading the support ticket history and basically giving me slightly edited canned autogenerated replies.

I don't think I've been overly impatient, yes I might of jumped the gun when it came to the initial 2nd order but I was informed by my bank that the payment did not go through. But I've sat there patiently for the refund and when it happened they ♥♥♥♥♥♥ up big time. It's inconvienced me as I cannot make a steam purchase as I don't want to touch the money (which isn't mine) and I cant make any purchases on Paypal and I'm just here venting my spleen.

cSg|mc-Hotsauce eredeti hozzászólása:

Do NOT dispute the payment with Paypal unless you want an account lock for fraud and the Paypal account permanently banned from use on Steam again.

Contact support and see if they can refund it back to Paypal.

:qr:

I'm going to be left with no choice if I do not get a resolution from customer support. As long as I'm truthful in my Paypal dispute how can it be seen as fraud? I'm glad I have Paypal, The Bank, Visa and the CCPC to fall back on.

[nullable]

smogzy eredeti hozzászólása:

Maybe so but this makes no difference to my issue as I am legally entitled to return the item for a refund under the 14 days cooling off period. The refund has to be an actual refund back to the original payment type not as a store credit.

Although I do like the bit where you spend the whole post whining about Steam for a situation you caused because you don't know what "pending" means. And you're not even through the whole process yet but you've decided to start preemptively complain about everything that's wrong with the situation.

Nice one OP!

[Zekiran]

Because you BOUGHT the item.

You cannot possibly deny that you did the thing that would constitute fraud in that case. You sending an item back =/= getting a refund, it means you refused shipment of a paid-for product. Yanking payment without authorization straight from Steam IS fraud.

BE PATIENT.

[smogzy]

Brockenstein eredeti hozzászólása:

smogzy eredeti hozzászólása:

Maybe so but this makes no difference to my issue as I am legally entitled to return the item for a refund under the 14 days cooling off period. The refund has to be an actual refund back to the original payment type not as a store credit.

Although I do like the bit where you spend the whole post whining about Steam for a situation you caused because you don't know what "pending" means. And you're not even through the whole process yet but you've decided to start preemptively complain about everything that's wrong with the situation.

Nice one OP!

I know what pending means. But when a payment is pending and your bank tells you the payment was refused you'd logically come to the conclusion that it would fail and they wouldn't ship the item you had essentially not paid for yet. I raised a support ticket within couple of hours after I made the purchase explaining clearly the situation and that I would again make another purchase. Steam didn't reply to my ticket until it was too late. If you take the time to go read the refund policy on hardware you'll see I did exactly what they require you to do.

Zekiran eredeti hozzászólása:

Because you BOUGHT the item.

You cannot possibly deny that you did the thing that would constitute fraud in that case. You sending an item back =/= getting a refund, it means you refused shipment of a paid-for product. Yanking payment without authorization straight from Steam IS fraud.

BE PATIENT.

What is the "thing" I did that constitues a fraud? I am fully entitled under EU law for most online purchases to receive a refund. I don't even have to give a reason. I have returned the item, I have proof that the received the item back and they must have received the item back as they issued me refund to the incorrect payment type.

[Zekiran]

You have to GET the refund though - you can't just STOP payment. THAT is fraud.

You cannot 'come to the logical conclusion' re: pending, if you actually come to the wrong conclusion. When a transaction fails - anywhere, not just Steam - it says FAILED. Your mistake =/= their problem. You made this mistake, not Steam.

Chargebacks are fraud. The only time they might be not fraud is if a card was stolen - but even then, that's something that ONLY you, your bank, and Steam support can do anything about, and 99% of the time, it's going to land on "you still owe money". If your card company deals with purchase fraud, that's up to them to fix. But in the end, Steam is still owed money. Again, just because you refused a shipment doesn't mean it's refunded.

[smogzy]

Zekiran eredeti hozzászólása:

You have to GET the refund though - you can't just STOP payment. THAT is fraud.

You cannot 'come to the logical conclusion' re: pending, if you actually come to the wrong conclusion. When a transaction fails - anywhere, not just Steam - it says FAILED. Your mistake =/= their problem. You made this mistake, not Steam.

Chargebacks are fraud. The only time they might be not fraud is if a card was stolen - but even then, that's something that ONLY you, your bank, and Steam support can do anything about, and 99% of the time, it's going to land on "you still owe money". If your card company deals with purchase fraud, that's up to them to fix. But in the end, Steam is still owed money. Again, just because you refused a shipment doesn't mean it's refunded.

I think maybe your having a little trouble understanding the problem here. I have not stopped any payment. I've paid (or you could say Paypal have paid for one) for both indexes. A paypal dispute does not mean that I automatically dispute payment. It is what it is what it says it is, a dispute. In this case I dispute that I was incorrectly refunded to the wrong payment type, in fact given to what amounts as a credit note and not a true refund as I would be legally entitled too.

I'm not issueing a chargeback. Who said I was starting a chargeback? If I was to issue a chargeback then that would be against Paypal as that was the method of payment to steam. Now if I paid by credit card direct to steam I could (but wouldnt) issue a chargeback to steam.