Are there exceptions to the refund policy time limit?

[fa]

I've sent two refund requests for a game through the support portal, and both got rejected with a generic template reply. In the second request I wrote a justification for why I think I deserved a partial or full refund, but there was no mention in the reply. I wonder if anyone here knows if there are humans reviewing these requests, or if it's automated, and if there's perhaps another way to reach the support.

I bought Hitman 3 on December 7th because it was on sale and I wanted to use it with VR (it says it's supported). I finally tested it yesterday and after an hour of troubleshooting, I was able to get it to run, but the controls were not working well. I think this conflicts with the fact that it's labeled as supporting SteamVR, and I wrote this in the second support request.

If it turns out Steam are quite rigid on this policy, I will be much more cautious about making impulse purchases on good deals if I don't have the time to download and test them right away (and I also offer this as a tip for others:).

[cSg|mc-Hotsauce]

Messaggio originale di fa:

I've sent two refund requests for a game through the support portal, and both got rejected with a generic template reply. In the second request I wrote a justification for why I think I deserved a partial or full refund, but there was no mention in the reply. I wonder if anyone here knows if there are humans reviewing these requests, or if it's automated, and if there's perhaps another way to reach the support.

I bought Hitman 3 on December 7th because it was on sale and I wanted to use it with VR (it says it's supported). I finally tested it yesterday and after an hour of troubleshooting, I was able to get it to run, but the controls were not working well. I think this conflicts with the fact that it's labeled as supporting SteamVR, and I wrote this in the second support request.

If it turns out Steam are quite rigid on this policy, I will be much more cautious about making impulse purchases on good deals if I don't have the time to download and test them right away (and I also offer this as a tip for others:).

A few days beyond 2 weeks can be ok but almost 2 months is not likely.

[Pscht]

This is your first post ever. Why didn't you ask in the Hitman forum?

[J4MESOX4D]

The money that you paid for the game has already been distributed and banked by the publisher. There is some leeway outside of the policy but two months is way too long. Steam don't do partial refunds and if they started accepting requests behind the developer's backs after the money has been banked (and possibly spent) then that would not be a good look for Valve.

[Aluvard]

Manual refund:
Help > Purchases > click on game > "i've question about ..." > fill contact form

No one forbids you from trying, but in my opinion it is unlikely that you'll get one.

[fa]

Mixed replies, thanks all. I will probably give up on refund, I suspect it was viewed by humans in at least one of my two requests, and they just reply like robots to avoid liability. But real nice tip Aluvard about "I have a question", that would be an option.

I didn't ask in the Hitman forum because I thought it was Steam(Valve) that manages the refunds. But sure - eventually Steam has to pay IOI so could make sense that it's no longer Steam's responsibility. I've seen many threads in the Hitman forum, and in general the VR part seems to have trouble for many people. That forum is where I got the solution to get it running in VR mode - which was kind of comically convoluted, but worked:) I may give it another try and ask there about my input control issues, like my character ends up facing to the side.

[Ogami]

Messaggio originale di fa:

Mixed replies, thanks all.

Well, they are both correct. The normal refund system you tried is 100% automatic.
No human looks at those requests and its entirely strict by guideline, if you are over 2 hours and/or the purchase is older then 14 days it will be rejected.

The other option is the mentioned manual ticket that WILL be read by a human support member and has a chance to grant you a refund outside the refund limit.
But its also correct that its usually only if you are slightly outside the limit, like a few days over the purchase limit or a few minutes over playtime.
After about a month the money for the purchase has been send to the publisher and at that point Steam does not grant any refund exceptions anymore because they would eat the full cost of the refund.

[rawWwRrr]

Messaggio originale di fa:

Mixed replies, thanks all. I will probably give up on refund, I suspect it was viewed by humans in at least one of my two requests, and they just reply like robots to avoid liability. But real nice tip Aluvard about "I have a question", that would be an option.

If you just select "refund", and your playtime or length of ownership exceeds the limits, then you are auto-denied. So, no, a human didn't see either of your requests.

You can always ask for an exception via the "I have a question" route. Although getting one is dependent on many factors and is not a guarantee. Take the shot. At worst they'll simply deny you one which is no different than where you are at now. But just remember that if they say "no", that's it. Don't keep pestering them hoping for a different answer.

[fa]

Excellent, thanks !
Edit: I'll come back with the result, in case anyone is interested

[fa]

I got the refund when I asked in "I have a question" :D I'm very happy that they were so generous on this issue, and it kind of affirms my positive view of the platofrm. I've learned my lesson, it's best to test games when purchasing them, but it's nice to have a chance of a refund if I mess up and forget. Thanks to raWwRrr Ogami and others for the very kind help you all offered. (I hope Steam doesn't get a flood of dubious refund claims because of others reading this post:)

[Ettanin]

Be aware that Steam can and will refuse further refunds if you request refunds too frequently. Your best bet is not to test yourself by purchasing, but to test using any trial version offered by the developer or to do your due research by Let's Play and other forms of audiovisual media.

Also note that such late refund requests being granted are usually a goodwill gesture and it's recommended not to rely on refunds being granted outside their permissive time windows.

[J4MESOX4D]

Messaggio originale di fa:

I got the refund when I asked in "I have a question" :D I'm very happy that they were so generous on this issue, and it kind of affirms my positive view of the platofrm. I've learned my lesson, it's best to test games when purchasing them, but it's nice to have a chance of a refund if I mess up and forget. Thanks to raWwRrr Ogami and others for the very kind help you all offered. (I hope Steam doesn't get a flood of dubious refund claims because of others reading this post:)

Glad you got one but this isn't something they will do for everybody or more than once so it's best not to assume it's there as a fallback option all the time if you do forget or just want a refund late in the day.

[Teleported Bread]

Messaggio originale di J4MESOX4D:

Messaggio originale di fa:

I got the refund when I asked in "I have a question" :D I'm very happy that they were so generous on this issue, and it kind of affirms my positive view of the platofrm. I've learned my lesson, it's best to test games when purchasing them, but it's nice to have a chance of a refund if I mess up and forget. Thanks to raWwRrr Ogami and others for the very kind help you all offered. (I hope Steam doesn't get a flood of dubious refund claims because of others reading this post:)

Glad you got one but this isn't something they will do for everybody or more than once so it's best not to assume it's there as a fallback option all the time if you do forget or just want a refund late in the day.

I can confirm this. I asked and they just closed my ♥♥♥♥♥♥♥ request! I spent over $81 ♥♥♥♥♥♥♥ dollars on a game four years ago and played only four hours on. It was a pre-purchase of the Deluxe Edition for FAIRY TAIL and it had none of the extra content it promised. How far can I take this, cause I want my money back.

[FFL2and3rocks]

Four years ago? A bit late for that now.
They may let it slide if you're a few days past the limit. Not years.

[cSg|mc-Hotsauce]

Messaggio originale di Teleported Bread:

Messaggio originale di J4MESOX4D:

Glad you got one but this isn't something they will do for everybody or more than once so it's best not to assume it's there as a fallback option all the time if you do forget or just want a refund late in the day.

I can confirm this. I asked and they just closed my ♥♥♥♥♥♥♥ request! I spent over $81 ♥♥♥♥♥♥♥ dollars on a game four years ago and played only four hours on. It was a pre-purchase of the Deluxe Edition for FAIRY TAIL and it had none of the extra content it promised. How far can I take this, cause I want my money back.

You take the game dev to court.