Refund DLC denied (no play time)

[Principo]

I bought three pieces of DLC for Skyrim and realized immediatly after the purchase that there is a Skyrim Special Edition which contains all the DLC already and is cheaper than buying the DLC seperatly. Additionaly, the Special Edition has many other improvments compared to the original edition.

1 hour after purchase I requested a refund for the DLC i purchased previously. Shortly after the request I got an email that my request has been denied because I played the content to much. But I requested the refund 1 hour after the purchase and I havent even started the game since the purchase.

What should I do? Is that normal?

[Pierrot]

I see you currently have 5+ hours on Skyrim. That's why.
More informations : http://store.steampowered.com/steam_refunds/

[...] DLC purchased from the Steam store is refundable within fourteen days of purchase, and if the underlying title has been played for less than two hours since the DLC was purchased [...]

[Kargor]

Steam doesn't know about "content".

You Skyrim lists 5.2 hours, so I'm assuming itr's rather new as well. I'm not sure how DLC are treated when it comes to refunds; it's possible that the rule is "no more than +2 hours on the game since DLC purchase". So, if you bought all these items at the same time, that explains it.

[Forcen]

Reopen the refund and clarify and explain what you did and didn't do and express your confusion and ask for clarification.

It might be this:

DLC purchased from the Steam store is refundable within fourteen days of purchase, and if the underlying title has been played for less than two hours since the DLC was purchased, so long as the DLC has not been consumed, modified or transferred.

To be fair, the special edition is not exactly the same, it has it's ups and downsides. If you like modding then you might prefer the original.

[Principo]

Yes, I will try that. I have not even started my PC where the game is installed since I purchased the DLC.

[Moderate my posterior.]

You played the game for 5.2 hours this week, and only finished the main quest on the 28th. If you purchased the dlc before playing that time you will not get a refund, you have spent more than 2 hours ingame after purchase of the dlc.

[The Lesbian Agenda]

Originally posted by Forcen:

Reopen the refund and clarify and explain what you did and didn't do and express your confusion and ask for clarification.

What do you do when they still deny it? I am having this same issue, already sent 2 refund requests and i really don't want to seem mean.

[Forcen]

Originally posted by Tsuyara:

Originally posted by Forcen:

Reopen the refund and clarify and explain what you did and didn't do and express your confusion and ask for clarification.

What do you do when they still deny it? I am having this same issue, already sent 2 refund requests and i really don't want to seem mean.

Did you send two seperate ones or was there a way to "reopen the ticket" with refunds?
I'm not sure how this works, never actually refunded anything..
The wording you got as a reply should explain it right? (make a new refund or reopen)

EDIT: they say send another one: https://support.steampowered.com/kb_article.php?ref=4873-QOSK-5126#appeal
Maybe clarify more why it doesn't match their policy. Explain that you sent one before but they misunderstood or didn't explain.

[Principo]

I am not even at home and I have not turned on the PC with the installed game today. I bought the DLC 4 hours ago. My first refund request was sent 1 hour after I bought the DLC. Where can you see that I played more than 2 hours ingame after DLC purchase?

I already sent 3 requests, with explanation and description, but Steam does not care at all.

[Forcen]

Maybe post the ticket ID in this thread, who knows if valve is lurking and reading this. Ticket IDs is only useful to them and yourself so why not?

Maybe post the whole refund text here, your ticket and the responses you got.
EDIT: I say maybe to often.

[The Lesbian Agenda]

Originally posted by Principo:

I am not even at home and I have not turned on the PC with the installed game today. I bought the DLC 4 hours ago. My first refund request was sent 1 hour after I bought the DLC. Where can you see that I played more than 2 hours ingame after DLC purchase?

I already sent 3 requests, with explanation and description, but Steam does not care at all.

Did you get denied? It seems to take a bit for them to respond.

Originally posted by Forcen:

Originally posted by Tsuyara:

What do you do when they still deny it? I am having this same issue, already sent 2 refund requests and i really don't want to seem mean.

Did you send two seperate ones or was there a way to "reopen the ticket" with refunds?
I'm not sure how this works, never actually refunded anything..
The wording you got as a reply should explain it right? (make a new refund or reopen)

I sent 2 seperated ones.
Their wording was the same in both cases, i mean there wasn't really any wording, it was just the stock "too many hours", then they show me i have over 100 hours played with the purchase date being today, obviously confusing the total time i played the base game with the time i played since purchase.

[Pierrot]

Originally posted by Principo:

I am not even at home and I have not turned on the PC with the installed game today. I bought the DLC 4 hours ago. My first refund request was sent 1 hour after I bought the DLC. Where can you see that I played more than 2 hours ingame after DLC purchase?

I already sent 3 requests, with explanation and description, but Steam does not care at all.

We can see on your Steam profile that you have played at The Elder Scrolls V: Skyrim for a total of 5.2 hours. The Steam Refund Policy says that, in order to grant an automatic refund, you can't have played more than 2 hours to the game that the DLC you purchased was for.
You'll have to contact them by reopening the refund ticket to discuss with them if a refund can be issued in your case.

[Principo]

But isn't this the normal case that you play a game for hours and then buy DLC afterwards. Of course I played 5 hours. I liked the game and decided to buy the DLC. After I bought the DLC I have not played the game for a second and requested the refund.

Refund policy states that you are not allowed to request a refund if you have played more than 2 hours AFTER you purchased the DLC. It does not matter how much you have played before you bought the DLC.

Steams refund policy states the same: "DLC purchased from the Steam store is refundable within fourteen days of purchase, and if the underlying title has been played for less than two hours since the DLC was purchased, so long as the DLC has not been consumed, modified or transferred."

It has not passed 5 hours since I bought the game so it is technically impossible that I have so much game time on the purchased DLC.

So I dont understend why the make so much troubles here. I want to spend the same money on Steam anyway.

[The Lesbian Agenda]

Originally posted by Pierrot:

You'll have to contact them by reopening the refund ticket to discuss with them if a refund can be issued in your case.

How do you do that?

[Forcen]

If you find the ticket you sent and they responded, is there no button for "reopen" or "answer"?

[The Lesbian Agenda]

Originally posted by Forcen:

If you find the ticket you sent and they responded, is there no button for "reopen" or "answer"?

I can't seem to find one, it says closed.