Partial Refund for Newly On-Sale Games Purchased Before Sale

[Keramane]

So I bought Elite Dangerous on July 4th, and it's now on sale for 33% off. No big deal right, go to the steam refunds, select the "It's now cheaper" option, and request a refund. Obviously I'm enjoying the game, but I'd like the difference refunded to my Steam Account, since I like steam, and I'll probably end up using it in the future.

I played more than 2 hours, so I don't qualify for a full refund. That's fine, I don't want a full refund; I like the game, I just want the difference in price since it went on sale 5 days later.

However, there's no option for being refunded the difference, just a -full- refund, which I don't want. But whatever, I describe the situation in the details field, send it off.

I get the generic "denied for playing over 2 hours" message.

I believe this is unfair, as I'm not asking for a full refund, simply the difference between the original price and the sale price. Furthermore, I'm not asking it back to my credit card, but to my Steam Wallet, which - let's be honest - is the digital equivalent of Store Credit. In any other industry, this situation would be honoured, and I'd like to think Steam is a good group (I like you guys, really do).

So, I'm posting my situation here in hopes that it will get the attention I feel it deserves, as the https://help.steampowered.com/ section doesn't have a spot to request a partial refund and I don't feel very confident that my issue was read beyond the "played more than 2 hours" aspect of my submission. I've worked on the other side of the wall before; I know how ticket submission replies tend to go and it's very easy to dismiss a valid issue due to a technicality in a tangential aspect of the issue.

Thank you for your time.

[Kitten]

That's weird that you were denied for only being 6 days from the initial purchase.

Steam Policy says:

"I bought a game right before it went on sale. Can I get a refund and repurchase it at the sale price?

Yes.
If you have already requested a refund, you will need to purchase the intended game as a gift until the refund has been processed. Select the option "Store the gift in my inventory to send later" during checkout.
If you have not already requested a refund, make sure the purchase is eligible and submit a request here.
Please note that approved refunds may take up to 7 days to process. Once the purchase has been refunded, you will be able to add the gift to your account using the steps below: [...]"

(Source)

I would submit another ticket, quoting that part of the policy.

[supertrooper225]

Originally posted by Kitten:

That's weird that you were denied for only being 6 days from the initial purchase.

Steam Policy says:

"I bought a game right before it went on sale. Can I get a refund and repurchase it at the sale price?

Yes.
If you have already requested a refund, you will need to purchase the intended game as a gift until the refund has been processed. Select the option "Store the gift in my inventory to send later" during checkout.
If you have not already requested a refund, make sure the purchase is eligible and submit a request here.
Please note that approved refunds may take up to 7 days to process. Once the purchase has been refunded, you will be able to add the gift to your account using the steps below: [...]"

(Source)

I would submit another ticket, quoting that part of the policy.

If he was denied it was probably because he played more than two hours. I don't know how this will play out. It is kind of in a grey area.

[Kitten]

Originally posted by supertrooper225:

Originally posted by Kitten:

If he was denied it was probably because he played more than two hours. I don't know how this will play out. It is kind of in a grey area.

Agreed. I figured it doesn't hurt to ask, since the policy doesn't say it has to fall under the standard 2hr, 14 day rule. It only mentions "right before it went on sale".

[Pheace]

Originally posted by Kitten:

Agreed. I figured it doesn't hurt to ask, since the policy doesn't say it has to fall under the standard 2hr, 14 day rule. It only mentions "right before it went on sale".

While it may not say that, the statement is only made in the refund section, which includes that rule.

Does sound like a grey area though.

[Keramane]

Yeah, I explained the situation in the notes section but was subsequently denied on the lines that I played in excess of 2 hours. I'll try submitting again later and reference this thread in the notes, hopefully someone reads it this time.

[eram]

This is more for the ones that purchase minutes/hours before it goes on sale for a cheaper price. Not those that already have more than 2 hours playtime.

[Keramane]

>_> Really? I mean, 5 days is less than a week, I'd think it would qualify. As I mentioned earlier, in most other service industries (with anything culinary being the exception) this tends to be the case. Furthermore, I'm asking for steam credit not a refund to my card, because I understand that aside for being a grey area, I have exceeded the 2 hour play time (which - lets be honest - is going to be the case with pretty much -any- new game unless ther's a -significant- case of buyer's remorse).

[J4MESOX4D]

Originally posted by Keramane:

>_> Really? I mean, 5 days is less than a week, I'd think it would qualify. As I mentioned earlier, in most other service industries (with anything culinary being the exception) this tends to be the case. Furthermore, I'm asking for steam credit not a refund to my card, because I understand that aside for being a grey area, I have exceeded the 2 hour play time (which - lets be honest - is going to be the case with pretty much -any- new game unless ther's a -significant- case of buyer's remorse).

Steam don't do credit or refund the difference - it's a complete refund of the original transaction or nothing. The fact you've exceeded the the time played and fall out of the refund criteria means everything else is irrelevent. It may seem harsh but you agreed to the original price, completed the transaction and have played and waived your right to a refund.

[eram]

Originally posted by Keramane:

>_> Really? I mean, 5 days is less than a week, I'd think it would qualify. As I mentioned earlier, in most other service industries (with anything culinary being the exception) this tends to be the case. Furthermore, I'm asking for steam credit not a refund to my card, because I understand that aside for being a grey area, I have exceeded the 2 hour play time (which - lets be honest - is going to be the case with pretty much -any- new game unless ther's a -significant- case of buyer's remorse).

5 days is a lot more than a few hours, and after 2 hours played it wont matter if its 5 days or 5 hours.

[Keramane]

Bleh, that's kind of lame... I get that I fall outside the technicality, but it just seems so.. dissatisfying. It basically means that I should only buy games on Tuesdays to watch out for sales, otherwise I've a good chance to get boned >_>

[eram]

It means only purchase games at the price you are happy with at the time.

[Keramane]

Mm, well, while I'm enjoying Elite Dangerous, I wouldn't say I was all that happy with the price, considering the content and the slow dev response to large bugs, however that's neither here nor there.

I suppose I'll just have to live with it. Annoying...