Can't refund a game with 112 minutes of playtime

[Warp]

I'm trying to refund a game that I'm unable to keep playing. Steam reports that I have played the game for 112 minutes, which ought to be well below the 2-hour limit. However, the refund request gets rejected because, it claims, I have played the game for over 2 hours.

Is this some kind of bug (perhaps some kind of rounding error), or is the system behind the scenes counting something that's not displayed in the game's own page in my library page?

[The Giving One]

Your profile is private and your games view is also. So we cannot see your playtime on that game.

[Satoru]

It’s

LESS than 2 hours of playtime

AND

LESS than 2 weeks since purchase

[BarterClub]

Its an automated system for that. It should be in the support page. And if it gets denied then it will ask if you have any other questions. That is the time to explain and it will be done.

[The Giving One]

Originally posted by Warp:

I'm trying to refund a game that I'm unable to keep playing. Steam reports that I have played the game for 112 minutes....

Also, playtime is reported on profiles to the tenth decimal, untill it goes up to a large amount. So a small amount should show this way here I have stated.

So for example : 2.2 hours, or 1.2 hours, etc.

So unless you did the math, not sure where you are getting "112".

[Warp]

I did purchase the game less than 2 weeks ago. And the refund request was explicitly rejected because of "more than 2 hours" of playing the game, nothing else.

And yes, the game's page in my library says 112 minutes. If you want a screenshot, I can take it. Not that it matters.

The message rejecting the request does not contain any link to send any further info.

[Silicon Vampire]

what we would like is for you to make your profile public and tell us the game....

[Vanacutt]

Same thing happened with me while I was trying to run a game, fix after fix it almost got to 120 minutes, and the game was unplayable.
So I was concerned about the 2 hours thing, and I have sent them screenshots of the time I have really spent in the game, and it worked for me.
Just make sure you send the screenshots to Steam support.

[Warp]

Originally posted by Vanacutt:

Just make sure you send the screenshots to Steam support.

I have no idea how exactly I should contact Steam support in order to send them a message with screen shots. If I select "Steam support" from the "Help" menu, I can't find any way of contacting them directly.

[The Giving One]

You are asking for us to help you out here, and it's not that we don't necessarily believe you, but fact checking for investigation purposes should not need to be explained, and your profile being public private is not helping us do this.

You basically just towed your car to the shop and said "fix it !" and the machanic said "ok, let's look under the hood..." and then you said "NO ! You cannot do that, just figure out what is wrong with it."

Public profile as well as the game's view also public, please.

EDIT..And the name of the game would also be nice to have.

[Warp]

I don't understand what exactly you could do to solve the issue even if you saw my profile and the game info, unless you work for Valve. What I'm asking is if there's any recourse to this kind of problem, such as contacting Steam support directly. What is the standard procedure to deal with these cases?

[The Giving One]

Originally posted by Warp:

I don't understand what exactly you could do to solve the issue even if you saw my profile and the game info, unless you work for Valve. What I'm asking is if there's any recourse to this kind of problem, such as contacting Steam support directly. What is the standard procedure to deal with these cases?

You posted in a user forum, so if you expected to be talking to Valve, then I am sorry to disappoint you but they almost never even post here.

This is where we help each other. And honestly, we are also curious as to what the issue is, if you do in fact have less than 2 hours and are getting denied. We would like to know more.

[Snapjak]

https://help.steampowered.com/en/wizard/HelpWithPurchase
Find the one for the game.
I have a question....

BE VERY DESCRIPTIVE.
Submit ticket.

[Silicon Vampire]

let's be clear here. We want to be certain we are getting the correct information and are not wasting any more of our (everyones) time.

Otherwise, there is not much more we can tell you.

SO?

Name of game and public profile?

[Satoru]

Originally posted by Warp:

I don't understand what exactly you could do to solve the issue even if you saw my profile and the game info, unless you work for Valve. What I'm asking is if there's any recourse to this kind of problem, such as contacting Steam support directly. What is the standard procedure to deal with these cases?

Feels like you’re “conveniently” dancing around the problem

People want to confirm your playtime. To do so your profile needs to be public

If you want “help” making your profile public shouldn’t present a proble

[Winged One]

If we can see the profile and the game on it, we can better understand where the discrepancy lies and try and provide an avenue of further action.. when you want help with something you have to help people help you.. are you not wanting to share it because that isn't the actual playime?


Also, did you play the game in offline mode at all? while offline mode doesn't show on the total playtime you can see on the profile, it is still counted and synced for purposes of issuing refunds upon reconnection