How to get Steam to reconsider refund request

[odysseus4613]

I recently purchased Black Desert Online, as well as Black Desert Online – Legendary Bundle. The entire game is far too complicated, and I haven’t even been able to finish setting up a character. Because of all that, I’d like a refund on both items.

While it appears that I can ask for a refund on the basic game, the online system will not allow a refund for the Legendary Bundle (This purchase contains consumable content that cannot be refunded).

This seems incredibly dumb. I have not used ANYTHING from the Legendary Bundle, and even if I had, I would not be able to make use of it once I got rid of the basic game. I've only "played" the game for about 0.2 hours.

So I would ask for a reconsideration of this and be allowed a full refund for both items.

[Wolf Knight]

you can submit a manual ticket, select the purchase in your purchase history, then select "I have a question".

it does not matter if you can make use of the consumable content or not, its there and got consumed.

[Satoru]

If the bundle has consumable content then it cannot be refunded. Otherwise people would buy it, use the consumable content on a main, then refund it.

Steam has no visibility into the consumable content. That’s why the checkout tells you that the purchase is non refundable.

[odysseus4613]

Okay, where/how do I find the purchase history? Like I said, I haven't even gotten through character generation, so I haven't really even played the game. Maybe 10-15 minutes use all told. So nothing can be said to have been "consumed".

[cSg|mc-Hotsauce]

Originally posted by odysseus4613:

Okay, where/how do I find the purchase history? Like I said, I haven't even gotten through character generation, so I haven't really even played the game. Maybe 10-15 minutes use all told. So nothing can be said to have been "consumed".

Find the purchase... https://help.steampowered.com/en/wizard/HelpWithPurchase

Choose "I still have a question..."

Explain the entire issue carefully.

"Hope" for approval but don't be surprised if you are denied.

[Satoru]

Originally posted by odysseus4613:

Okay, where/how do I find the purchase history? Like I said, I haven't even gotten through character generation, so I haven't really even played the game. Maybe 10-15 minutes use all told. So nothing can be said to have been "consumed".

Again steam has no visibility into consumable content. That's why it says on the store page

This product is not eligible for refund. Learn more

Its also why on the cart it says In yellow

Not eligible for refund

And why it says on the checkout page

Not eligible for refund

You were warned in no less than 3 different places the package is non-refundable

You're not getting a refund

[Crazy Tiger]

Originally posted by odysseus4613:

Black Desert Online – Legendary Bundle

It's not refundable. https://imgur.com/a/nsRQakU

[Brian9824]

Originally posted by odysseus4613:

Okay, where/how do I find the purchase history? Like I said, I haven't even gotten through character generation, so I haven't really even played the game. Maybe 10-15 minutes use all told. So nothing can be said to have been "consumed".

You still can't refund it. It applies stuff to your account instantly when you buy it, hence why it tells you that it can't be refunded. So your out of luck.

[nullable]

Dumb? Or inconvenient that you're being held to an agreement you agreed to?

After all it's not like you had the option to spend $10 on the game and buy the Legendary Bundle later. I mean good luck, but you should be more careful, because even if you got approved today, next time maybe not. You'll always feel things that don't go your way are "dumb", but that's not actually an argument that will convince people all the time.

[odysseus4613]

I could see it if I had actually "played" the game, even for a few minutes. But I haven't even created my first character. I don't consider character generation to be "playing" the game. It's a prelude to play. And I guess I must have simply missed where it said that the legendary bundle was instantly non-refundable; never ran into that before, and I'll accept blame for not being observant enough on that. We'll just have to agree to disagree. Thanks thought to any/all that actually tried to help!

[crunchyfrog]

Originally posted by odysseus4613:

Okay, where/how do I find the purchase history? Like I said, I haven't even gotten through character generation, so I haven't really even played the game. Maybe 10-15 minutes use all told. So nothing can be said to have been "consumed".

The point here is not whether you consumed it or not. It's that the terms you AGREED to at the point of purchase - that there would be no refunds for this thing, whether you were aware of it or not - are binding.

It's not markedly different to say, buying a pair of earrings here in the UK, and returning them for refund. You can honestly say you haven't worn them, but you will not get a refund for the simple reason that it's stated up front they don't refund on such items as there CAN be contamination (and people can and will lie).

So, you can ask againm, explain the circumstances as people have already pointed out, but you have very little chance about the legendary edition becuase you AGREED to those terms at purchase.

[Brian9824]

Originally posted by odysseus4613:

I could see it if I had actually "played" the game, even for a few minutes. But I haven't even created my first character. I don't consider character generation to be "playing" the game. It's a prelude to play. And I guess I must have simply missed where it said that the legendary bundle was instantly non-refundable; never ran into that before, and I'll accept blame for not being observant enough on that. We'll just have to agree to disagree. Thanks thought to any/all that actually tried to help!

It has nothing to do with playing, as soon as you buy the bundle stuff is added and activated on your account. Hence why it can't be done and why they warn you on the store page and again on the checkout page that it cannot be refunded.

[odysseus4613]

Steam agreed with me and are refunding the full purchase.