Steam Won't Accept Refund Request That is Within the Guidelines.

[Large Marge]

Even though I have only played Metro Exodus for 108 minutes, the steam refund thing says that I have 2 hours on it. The game is pretty much unplayable due to stuttering and they have refused one of my requests already. I sent another with more detail, but if they deny it again, I will have no idea what to do. I think that this is extremely unfair since I don't have 2 hours yet and I am in desperate need for advice, I don't want to lose money to a game I can't even play.

Edit: My brother played it over family sharing and that is the reason I can't get a refund.

[Zekiran]

Was the game purchased longer than 2 weeks ago? Because 2 hours is only half of the limit - it's 2 hours and 2 weeks after purchase. More than likely this is the reason it's getting denied.

If you're not SIGNIFICANTLY past 2 weeks (like, if your 20 days, maybe a month past) you should go through the support system and click I STILL HAVE QUESTIONS on that item. Manually explain what the situation is.

But if you're well past the purchase window, don't hold your breath. Try, but cross your fingers. Also do not play it again obviously, because all time counts.

[Large Marge]

Originally posted by Zekiran:

Was the game purchased longer than 2 weeks ago? Because 2 hours is only half of the limit - it's 2 hours and 2 weeks after purchase. More than likely this is the reason it's getting denied.

If you're not SIGNIFICANTLY past 2 weeks (like, if your 20 days, maybe a month past) you should go through the support system and click I STILL HAVE QUESTIONS on that item. Manually explain what the situation is.

But if you're well past the purchase window, don't hold your breath. Try, but cross your fingers. Also do not play it again obviously, because all time counts.

Nope. I bought the game yesterday. They have it listed on the refund page has more than 2 hours, but in my library it says 108 minutes. Thank you anyway though.

[Zekiran]

Do try that way though. If it's been refused it's possible that there's hidden play time recorded from free weekends or events, or dlc, etc.

[Large Marge]

Originally posted by Zekiran:

Do try that way though. If it's been refused it's possible that there's hidden play time recorded from free weekends or events, or dlc, etc.

Okay. I will definitely check that out. Thank you very much for the help.

[MrUnclean]

well it also depends on who reviews your request.If it is true that your game is unplayable and you have just a few more playtime minutes than you are supposed to(Not really sure why you have 108 and to them it shows that you have 120)then they might accept the refund.if they deny it try to do it again some more times and if nothing happens dont bother more.(it would also be a good idea to send a picture of the 108 minutes)

[Washell]

Originally posted by Large Marge:

Originally posted by Zekiran:

Do try that way though. If it's been refused it's possible that there's hidden play time recorded from free weekends or events, or dlc, etc.

Okay. I will definitely check that out. Thank you very much for the help.

Or playing off-line.

[nullable]

Have your refund privileges been suspended because of past abuse?

What does the refund rejection say exactly?

[Large Marge]

Originally posted by Brockenstein:

Have your refund privileges been suspended because of past abuse?

What does the refund rejection say exactly?

I talked to my brother and it turns out that he downloaded the game and played it for a bit over family sharing. I think that this is the reason for my refund being denied.

[Cathulhu]

Yes, it is. Shared playtime counts as well.
Otherwise people would play games, share it with another account, finish it within two weeks and refund it with "zero" playtime.