Steam Refund

Alex74

Dear members,

First off thank you for having me and secondly I am sorry if this post is in the wrong section, anyway I would like help with the following.

Last week I purchased a "Pre-ordered" game off of Steam, the game was Men of War 2 - Deluxe Edition £20.99. I used the £21 that was in my Steam Wallet.

I have asked their Customer Services to kindly refund the full amount to my Steam Wallet (Normally they call this a one time refund). Since asking I have updated my email ticket to them on three occasions, and still have heard nothing back.

I personally see no issue with complying with my request. As Men of War 2 hasn't been released yet, so no game has been accepted and installed on the Steam Games Library on my PC, and no Keycode for the game has been sent either due to it being a pre-purchase title.

The issue I have is if they start to enter into some childish debate regarding consumer rights, I need to know mine. For those who don't quite understand what Steam is. It is a client that installs onto you're PC, and allows you to buy PC games digitally. The client then automatically gives you the option to install the game onto your computer (If the game has been released). If you require a link to their website I can do this via a private message.

My end goal is to get a full refund to my Steam Wallet.

Any help would be appreciated

Yours sincerely.

RichL74

The only suggestions I can offer:-

1) You are probably not the only person contacting Steam about something or other, there is likely to be some kind of queueing system;

2) I'm sure they wont enter into a 'childish debate' surrounding consumer rights either.

3) What are their T&C's regarding refunds for pre-orders? If the game isn't out until 20/2/14 then its a bit unfair to take the money two weeks in advance but hey ho, wont be the first time a company does that.

Cycrow

Its not generally steams policy to refund, but if you keep pushing, alot of the time they do give in, it just make take some time.
and depends on who you get a response from

how long have you actually been waiting for a response ?
thier customer service isn't 2hours and is based on one of the US time zones.

The main rule they have for defiantly not giving a refund is if you have played the game for more than a few hours

JasX

I thought steam pretty much never did refunds *however* unclaimed pre-orders used to be the one refund their Ts&Cs allowed (unless they changed them since)

Keep trying!

Cycrow

yeah their official stance is no refunds, but its still possible to get a refund if you try hard enough and get abit of luck.

this is mainly for released games, it should be easier for pre-released games

fozzeh

http://store.steampowered.com/subscriber_agreement/

3. BILLING, PAYMENT AND OTHER SUBSCRIPTIONS

ALL CHARGES INCURRED ON STEAM, AND ALL PURCHASES MADE WITH THE STEAM WALLET, ARE PAYABLE IN ADVANCE AND ARE NOT REFUNDABLE IN WHOLE OR IN PART, REGARDLESS OF THE PAYMENT METHOD, EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT.

IF YOU ARE AN EU SUBSCRIBER YOU HAVE THE RIGHT TO WITHDRAW FROM A PURCHASE TRANSACTION FOR DIGITAL CONTENT WITHOUT CHARGE AND WITHOUT GIVING ANY REASON UNTIL DELIVERY OF SUCH CONTENT HAS STARTED OR PERFORMANCE OF THE SERVICE HAS COMMENCED. YOU DO NOT HAVE A RIGHT TO WITHDRAW FROM A TRANSACTION OR OBTAIN A REFUND ONCE DELIVERY OF THE CONTENT HAS STARTED OR THE PERFORMANCE OF THE SERVICE HAS COMMENCED, AT WHICH POINT YOUR TRANSACTION IS FINAL. YOU AGREE THAT DELIVERY OF DIGITAL CONTENT, AND THE ASSOCIATED SUBSCRIPTION, AND/OR PERFORMANCE OF THE ASSOCIATED SERVICE, COMMENCES AT THE MOMENT THE DIGITAL CONTENT IS ADDED TO YOUR ACCOUNT OR INVENTORY OR OTHERWISE MADE ACCESSIBLE TO YOU FOR DOWNLOAD OR USE.

Keep badgering.

Alex74

Dear members,

That's great advice and I whole heartedly am greatful. I shall keep on at them to sort something out.

If they don't then atleast I have tried, I'll keep you posted on the outcome.

If you like I can post up here what I have sent them so far with regards to the ticket. Its awful really because their rival Origin do give refunds without hastle.

Thank you again for helping out.

duggan1

Last time I pre-ordered through steam there was a refund button on the item details page.

Alex74

Dear members,

I just checked my email and found that Steam have informed me that I have been refunded £20.99. It will take a few working days to come into effect.

Good news all round. Thank you for all your advice and help.

RobWard

Ah thats a relief,
i didnt know that this was possible, generally with digital content, once the transaction has happened, that it!