Automatic Refund Issue, Game Refunded When I Didn't Submit Request

[uB|Homiemandude]

Similar situation to this thread here.
https://steamcommunity.com/discussions/forum/0/1780513643843775559/

I purchased Frictional Collection on Dec 20, 2019 @ 11:21pm PST (early this morning EST), and I just received an E-Mail while I was at work that this Frictional Collection was refunded to me.

My Steam wallet has the $2.22 (the price I payed for this collection) in it, so missing funds aren't the issue. I am, however, missing the 5,000 festivity tokens I used to get $5.00 off the price of the collection. I haven't contacted customer support as of writing this, but I will contact them immediately after clicking "Post Discussion."

Has anyone had this happen to them before? The similar thread I linked indicated it was a random glitch. Hopefully that is the same situation I am having.

EDIT: Added "5,000 festivity tokens" sentence.

EDIT 2: Steam Support finally got back to me. Looks like it was a glitch that allowed me to apply, but not redeem, the $5.00 coupon since I didn't have enough tokens at the time.

Hey!

Thanks for contacting Steam,

I apologize for the delay.

It seems that you didn't have tokens enough to redeem a Winter Sale Coupon and for that reason your transaction [REDACTED] was automatically refunded to your Steam Wallet.

I checked your Loyalty Points and I can see that you have enough points now ([REDACTED]).

Please let me know if I can help clarify anything else.

Thanks in advance.

Steam Support
Cris

[Willa Grey]

This just happened to me. I bought AoE:DE and Mewnbase, using a $5 event coupon with the purchase. I got refunded the money into my wallet, and the games removed, out of the blue. The coupon was not returned either.

[uB|Homiemandude]

Originally posted by MrSeagull:

using a $5 event coupon with the purchase. I got refunded the money into my wallet, and the games removed, out of the blue. The coupon was not returned either.

This is exactly my situation as well. My 5,000 festivity tokens were not refunded, only the money was.

[The Milkman]

Same happened to me with AoE: DE just now...

[YARMOLENKO]

I added 200TL's (Turkish Lira) to my steam account and bought a new item Valve released for DOTA 2. Hence I received tokens. Using those tokens, I received 29TL's worth of winter sale coupon and bought 2 latest DLC's for Total War Warhammer 2. I even played the game for a few hours. Out of nowhere, I received an email from Steam that says the DLC's are refunded. They sent the money I paid extra to coupon to my wallet, and I lack the 5000 tokens I used for the purchase. What's going on? I already sent a ticket. It sucks!

Sorry for copy and paste but I've just opened a thread where I wrote these.

[Averst]

I think this is happening to everyone that has used the coupon from my knowledge. But the same thing has just happened to me 47 minutes ago. Someone has to be messing around at steam headquarters or something is wrong. They cannot just go ripping games out of people's accounts. I am not re-buying the same game I just bought. But, I am glad I'm not the only one with this issue.

[Gin]

This literally just happened to my friend and we were about to play the game

[Rogoth]

Had this happen to me about an hour ago with a couple games I bought earlier today. Also used the coupon, looks like only the money was refunded to my wallet. Stuff I bought a couple days ago at the start of the winter sale with just money (no coupon) are unaffected and still in my account.

[Briturion]

This happened to me two hours ago and I just found out. I just had Trickers VR: Dungeon Crawler refunded and given back my $2.79, however, now I no longer have the $5 coupon.

[¤ βℓооđч ¤ Nico-Kun!]

Happened to me. I bought Final Fantasy XV earlier today (well, technically yesterday, as it's already Sunday where I live). I had over 7000 tokens when I made the purchase, so I applied the coupon. When I got back home, I logged into Steam and saw my wallet funds had been refunded, I checked my details, and sure enough, the game had been automatically refunded, and now I only have 4807 tokens.

What's frustrating is that, adding things up, the number of tokens I have now is the "correct" one, so it seems Steam had a bug or something that granted extra tokens to people. It really sucks, as I'm almost sure Valve will say it was simply a bug and thus they won't return those "bonus" tokens.

[Pedro-NF]

I also had 3 games I bought a few hours ago automatically refunded, and the discount coupon doesn't show anymore on the shopping cart when I try to rebuy them. Note that I already had enough tokens for the coupons from purchases made during the sale without Steam wallet funds, before they decided to give tokens for funds added during the previous week.

[Darren]

Historically (i.e. last sale) when this happened it was due to something occurring that caused you to be ineligible for the tokens you used for the $5 off coupon thus meaning you had no longer paid up all the funds required for the game so it gets automatically refunded.

Typically this was something like another refund (that dropped you into the negative tokens as a result).

[¤ βℓооđч ¤ Nico-Kun!]

Originally posted by Darren:

Historically (i.e. last sale) when this happened it was due to something occurring that caused you to be ineligible for the tokens you used for the $5 off coupon thus meaning you had no longer paid up all the funds required for the game so it gets automatically refunded.

Typically this was something like another refund (that dropped you into the negative tokens as a result).

Well, personally I've never refunded anything.

However, I added up the tokens I got for both times I added funds during the sale, and the tokens I'd earned from the tasks, and they add up to the amount that I currently have, while before making the purchase I had a lager amount. So like I mentioned in my previous post, it seems it was in fact a bug that gave people extra tokens, so it's likely that Valve won't acknowledge it and say we need to re-earn the tokens.

[uB|Homiemandude]

Originally posted by Darren:

Historically (i.e. last sale) when this happened it was due to something occurring that caused you to be ineligible for the tokens you used for the $5 off coupon thus meaning you had no longer paid up all the funds required for the game so it gets automatically refunded.

Typically this was something like another refund (that dropped you into the negative tokens as a result).

I haven’t refunded any other games. The only one that was refunded was this collection that was refunded automatically without me submitting a refund request.

[moe]

Happened to me too. I was just about to play this one game today as I really had been enjoying it, yet I had found a "purchase" where the "play" button should have been in the library page for it....

I was alarmed to find that Steam had refunded my purchase, without me even asking them to or them asking me! What the heck, man??

To make matters worse, the $5.00 Winter sale discount thing that I used when buying it did NOT get returned to me when I was auto-refunded!! And, neither did the festivity tokens used to purchase said discount (I had at least 5,000 since thats how much the discount costs and now I only have like 3,000...wtf man?) So basically I lost $5.00 essentially, despite getting the rest of my money back. (Thx for stealing my 5 bucks, Valve... That's so nice and considerate of you...)

Also, I bought this aforementioned game alongside two other ones, which also got refunded...without me asking them to...

I don't think it's a bank account/card/payment processing issue because I bought $25 in wallet funds when the event began so I could buy this other game I had been waiting to go on sale to buy, and it's still in my library (not refunded) and I can still play it. I did not put any additional funds after I bought that game, and used most of what remained of that $25 to buy the three other games that got refunded for no reason, and had used the $5.00 discount thingy when I bought said three games...

[Pedro-NF]

Everybody, don't forget to contact support about those "auto refunds", since the forums aren't an official support channel.