Requested Refund and never got a response, now I have to dispute it

[Steffy]

I requested a refund for Bless Online and did not get a response for days on my ticket. I then deleted the ticket and went to make another one and it said I did not own Bless Online in my account anymore. When I clicked on Bless in my library instead of saying PLAY it said PURCHASE. I was very confused and sent in a ticket regarding that, and still no response from Steam.
Since I did not get any response from Steam, I got worried. I submitted a ticket through my payment provider to dispute this and get my full refund for the product. I finally heard from Steam today regarding the dispute but all they said to me was if I went through with the dispute my account would be restricted and my payment account would be permanently disabled, they made no mention of helping me with my refund or provide any details on what I could do to submit a ticket for a refund.
I want to keep my account unrestricted but I want this whole ordeal to be over. Should I keep the dispute going and get this refund or possible hope to get a response from Steam regarding the refund.

Ive never had to refund anything or request support from Steam so I never knew what to expect from them. I always heard good things and that Steam was super quick with their support but Ive never had such problems getting ahold of a company I have given my money too.

[Kelmenjar]

Did you happen to request the refund within 24 hours of purchase?

[The Giving One]

That's a good question by the good Kelmenjar above.

"Where is my refund? My refund was approved, but it’s been more than 7 days."

Approved refunds can take up to 7 days to appear in your account – however, refunds to international payment methods may take longer. If your refund hasn’t appeared after 7 days, please contact your bank directly and ask about pending refunds on your account.

Please note: When a refund request is approved within 24 hours of the purchase, the original transaction is cancelled and the charge drops off your bank statement. In this case, you will not see a credit on your account. This process can take up to 10 days – wait time for international payment methods may vary.

Still can’t find your refund? Please review your recent purchase history; you may have used the funds to make another purchase!

https://support.steampowered.com/kb_article.php?ref=4873-QOSK-5126#where

EDIT...Sorry, I see this does not apply to you either, as to your answer below.

[Steffy]

No, I requested the refund on the 7th and purchased the game on the 28th.

[The Giving One]

If you did a dispute, then I suggest you reverse that. This is covered on the support page linked before. The content is removed, and you should have got notified of this from a dispute and from the game being removed from the account, if so related to this.

You really never should do a chargeback anyway, regardless of the circumstances. If in a refund request case, you either can ask again from the FAQ link, or you can then send a ticket for help on the issue. But never do a chargeback.

[Steffy]

I guess I will wait til the dispute has been updated to request yet another refund for this game. Thanks for all the help.

[The Giving One]

Ursprünglich geschrieben von **Steffy**:

I guess I will wait til the dispute has been updated to request yet another refund for this game. Thanks for all the help.

If it has been longer than 14 days by then, that could present a problem. You might have to go through further more exhaustive measures with explaining the situation to support, if you can and it it is then over 14 days. Just saying so you are prepared. Good luck to you.

[Gods Guardian]

TBH the time frame should not matter at all. At least in my case I have never had any issues whats so ever. I've literally made refund requests for games and have gotten an email back with 2-4 hours usually. When it gets refunded I will usually see something like$0.00(21.99) on my steam account and that usually gets cleared within 3 days. Never really heard of people having issues either like this.

[Gods Guardian]

In any case it does not matter if you were to get the refund or not. Steam should still email you on about the issue and if they were to refund you'd be able to get your money back, if they didn't refund it then you should still be able to at least play and own it. So the fact that you can't play means they refunded you but are not emailing you back or giving they money back for whatever reason.

[Spawn of Totoro]

Ursprünglich geschrieben von Gods Guardians:

In any case it does not matter if you were to get the refund or not. Steam should still email you on about the issue and if they were to refund you'd be able to get your money back, if they didn't refund it then you should still be able to at least play and own it. So the fact that you can't play means they refunded you but are not emailing you back or giving they money back for whatever reason.

If a chargeback happened before the refund request could have been reviewed, then the game that was charged back is removed and the account locked. The user's bank would refund the money after the chargeback investigation is over, so any refund would be out of Valve's hands at the moment.

The OP did a chargeback instead of waiting for support.

I've had refund requests take a few days before, then other times a few hours. Just depends on how busy they are.

-----

OP, instead of a chargeback, next time leave the refund request alone and submit a support ticket. That way the refund request shows you asked for the refund with in the two week time period.

[Gods Guardian]

I believe that the OP had sent in a request...then canceled that first request and after the request had noticed that they did not own Bless Online. At that point they then filled a dispute I believe. 2 days later steam replied and and they canceled the dispute.

[Gods Guardian]

so timeline:
June 7th - filed a refund
June 9th 5:14- canceled the first refund and tried to refund it a 2nd time but said they do not own it.
June 9th 5:16 - said they disputed.
June 11th - steam responded back
June 11th - cancled the dispute.

So what exactly are they suppose to do now since they dont have either funds or bless online and there is no dispute going on.

[Spawn of Totoro]

Ursprünglich geschrieben von Gods Guardians:

I believe that the OP had sent in a request...then canceled that first request and after the request had noticed that they did not own Bless Online. At that point they then filled a dispute I believe. 2 days later steam replied and and they canceled the dispute.

Exacly, he deleted the ticket. That shouldn't have been done.

Ursprünglich geschrieben von Gods Guardians:

so timeline:
June 7th - filed a refund
June 9th 5:14- canceled the first refund and tried to refund it a 2nd time but said they do not own it.
June 9th 5:16 - said they disputed.
June 11th - steam responded back
June 11th - cancled the dispute.

So what exactly are they suppose to do now since they dont have either funds or bless online and there is no dispute going on.

There is still a dispute going on though. It takes time to cancel and reverse the chargeback.

We can't realy confirm the order of things either, so it is better to let support deal with it.

The main issue is he disputed the charge. That is supposed to be for fraud, not as a form of refund.

[Gods Guardian]

I am just good friends with the OP so im trying to help them resolve this ticket. I did tell them that the fact they disputed was a bad idea. I do know the exact order of things happening. My only issue is the fact that steam is not responding to them. 4 days gone by and they finally get a response. Myself and other friends have gotten responses back within the day. Hell I was pissed about Bless to and kept getting denied but yet I filed 4 refund requests and all got answered within the same day.

[Spawn of Totoro]

Ursprünglich geschrieben von Gods Guardians:

I am just good friends with the OP so im trying to help them resolve this ticket. I did tell them that the fact they disputed was a bad idea. I do know the exact order of things happening. My only issue is the fact that steam is not responding to them. 4 days gone by and they finally get a response. Myself and other friends have gotten responses back within the day. Hell I was pissed about Bless to and kept getting denied but yet I filed 4 refund requests and all got answered within the same day.

Unless you recorded all the dates and times, as well as was present for them, then you can know the exact order.

It is nice that you get responses back that fast, but that is not true of every ticket.

Support answers tickets in the order they are recived. If it takes longer, it is because of a back-log that is being dealt with.

All he can do is wait for support. Posting here won't get him that help as no one here works for support.

Other issues to look into OP:
Check your trash/junk folder for emails from Steam.
Check if your ISP may have blocked those emails.
If you submit a refund request, you should alway get an email stating as such. It is a bit odd to not have recived one.

[Gods Guardian]

Ok i guess my friend will have to for whatever reason. After making my first response to this I myself went and requested a refund on my profile expalining my reasonining, 2 hours later already have my response. 0 reasoning steam should not be able to respond to them even if it is based on a case to case situation