How do I contact Steam Supoort after a case has been close?

[Sephilar]

To be precise, I wanted to refund a game which I just bought yesterday, but it was rejected because I've more than 20 hours playing it, which is humanly impossible even if I played all hours straight without sleeping yesterday. I'm guessing it's because is counting the time I played with a friend with Remote Play when I didn't have it, and it seems they didn't bother seeing that I only played about 20 minutes when I bought it yesterday...

[Seretti]

All playtime counts.

[Ettanin]

Playtime accumulated by family sharing, free weekends and other temporary license grants does count against the refund eligibility.

[HikariLight]

All of the playtime you had counts.
Free weekends, family share, even previous times you bought it all count.

[Satoru]

20 hours is definitely more than 2 hours. Writing a dissertation isn't going to get you a refund you are not eligible for.

[rawWwRrr]

If time played was only measured from the purchase timestamp, then someone could continue refunding a game every 2 hours until they finished it, thereby playing the entire game for free.

[Drab]

You can try a manual ticket.

Support --> Purchase --> Select purchase --> I have a question ... --> State your case as clearly as possible.
Hope for the best, Valve can still say no.

[Satoru]

Originally posted by Drab:

You can try a manual ticket.

Support --> Purchase --> Select purchase --> I have a question ... --> State your case as clearly as possible.
Hope for the best, Valve can still say no.

No one is getting a refund after 20 hours. We ghave to stop entertaining these obviously out of bounds requests

[Sephilar]

Originally posted by Drab:

You can try a manual ticket.

Support --> Purchase --> Select purchase --> I have a question ... --> State your case as clearly as possible.
Hope for the best, Valve can still say no.

Thanks for helping, I'll try. I never knew nor it is stated anywhere as far as I know that the time played in a game that you don't own in the first place counts. It seems very unfair to me especially if you've any kind of issue and you can't play the game in good conditions.

[Seretti]

Originally posted by Sephilar:

Thanks for helping, I'll try. I never knew nor it is stated anywhere as far as I know that the time played in a game that you don't own in the first place counts. It seems very unfair to me especially if you've any kind of issue and you can't play the game in good conditions.

It is stated in the support articles. https://help.steampowered.com/en/faqs/view/5FDE-BA65-ACCE-A411

[76561198407601200]

Originally posted by Sephilar:

Originally posted by Drab:

You can try a manual ticket.

Support --> Purchase --> Select purchase --> I have a question ... --> State your case as clearly as possible.
Hope for the best, Valve can still say no.

Thanks for helping, I'll try. I never knew nor it is stated anywhere as far as I know that the time played in a game that you don't own in the first place counts. It seems very unfair to me especially if you've any kind of issue and you can't play the game in good conditions.

You have to keep in mind refunds are mainly used if a game doesn't run, though you can pick from various reasons those are for developer purposes. Seeing as you have 20 hrs in total that indicates it at least ran enough to play on which ever device for 2 hours then the other 18 was enjoyment. you can try the manual refund but for the reasons listed previously I wouldn't hold my breath on it.

[Crazy Tiger]

Originally posted by Sephilar:

Originally posted by Drab:

You can try a manual ticket.

Support --> Purchase --> Select purchase --> I have a question ... --> State your case as clearly as possible.
Hope for the best, Valve can still say no.

Thanks for helping, I'll try. I never knew nor it is stated anywhere as far as I know that the time played in a game that you don't own in the first place counts. It seems very unfair to me especially if you've any kind of issue and you can't play the game in good conditions.

Actually, it is. The Steam Refund policy clearly states "2 weeks since purchase and 2 hours of playtime". Do note that "since purchase" ONLY is attached to the "2 weeks". Yes, that is on purpose.

As said, you can try a manual ticket for an exception, but the policy is fair in this.