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General discussionGOG Refund Policy(15 posts)(15 posts)
(15 posts)
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This is my favourite topic
Posted September 24, 2017
What the hell is wrong with the refund policy on GOG? You are supposed to send a ticket under technical issues when something like that is not the case. Then they completely ignore you not even suggesting what the technical issue might be. I used to support GOG and what it does but i don't think i will be doing that again. I can't pay people who handle their customers like that.
Posted September 24, 2017
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N3XU5: What the hell is wrong with the refund policy on GOG? You are supposed to send a ticket under technical issues when something like that is not the case. Then they completely ignore you not even suggesting what the technical issue might be. I used to support GOG and what it does but i don't think i will be doing that again. I can't pay people who handle their customers like that.
when did you send the ticket?
Posted September 24, 2017
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N3XU5: What the hell is wrong with the refund policy on GOG? You are supposed to send a ticket under technical issues when something like that is not the case. Then they completely ignore you not even suggesting what the technical issue might be. I used to support GOG and what it does but i don't think i will be doing that again. I can't pay people who handle their customers like that.
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tinyE: when did you send the ticket?
10th of September. I had to check my e-mail to see it was that long. I was extremely specific, included the DXdiag as requested and specifically asked for a refund. It was necessarily under ''technical issues'' because they DON'T have a refund category. If you read their FAQ why this happens it's a completely ridiculous justification. It seems i found the one bad point of GOG and it's really fucked up towards the customer. I'm surprised nobody has mentioned this yet.
Post edited September 24, 2017 by N3XU5
Posted September 24, 2017
I'm confused, so bare with me, it's early here. Why did you need to send a ticket? It sounds like you're upset because it's not a technical issue but you were forced to send it as a tech issue email?

Am I right?
Posted September 24, 2017
GOG has three separate refund policies.
There is the 30 Day Money Back Guarantee which is if you have technical problems with a game and can't play it. This is only dependant on you meeting the minimum requirements and being willing to try and fix the problem, you can still get this refund even if you have downloaded the game (in fact having downloaded it and tried it first is probably a prerequisite).
Then there is the In Dev return policy, which is 14 Days after purchase, no questions asked. This obviously only applies to In Dev games.
The last I don't think is specifically mentioned anywhere (at least I don't see it at the moment) but is basically if you haven't downloaded the game you can get a refund.

If it's the last one you are looking to do then you should go to your orders page, select the game in question and go to the option for contact support. Choose the last option on the dropdown and just explain you want a refund, this should work.
Posted September 24, 2017
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adaliabooks: The last I don't think is specifically mentioned anywhere (at least I don't see it at the moment) but is basically if you haven't downloaded the game you can get a refund.
6.11b and 6.11d in the User Agreement.
Posted September 24, 2017
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adaliabooks: GOG has three separate refund policies.
There is the 30 Day Money Back Guarantee which is if you have technical problems with a game and can't play it. This is only dependant on you meeting the minimum requirements and being willing to try and fix the problem, you can still get this refund even if you have downloaded the game (in fact having downloaded it and tried it first is probably a prerequisite).
Then there is the In Dev return policy, which is 14 Days after purchase, no questions asked. This obviously only applies to In Dev games.
The last I don't think is specifically mentioned anywhere (at least I don't see it at the moment) but is basically if you haven't downloaded the game you can get a refund.

If it's the last one you are looking to do then you should go to your orders page, select the game in question and go to the option for contact support. Choose the last option on the dropdown and just explain you want a refund, this should work.
Should and has worked for me in the past. I got few games refunded in this way because I didn't meet minimum specs (Senua) or because I discovered the game was abandoned incomplete (Necropolis). In both cases I had not downloaded the game. If you specify how you want your refund issued (store credit or original payment method) then they won't even contact you until the refund is issued.

My messages were something like "Requesting refund due to my stupidity; I bought the game and realized I don't meet the minimum requirements. I have not downloaded anything, please refund my money via my pay pal account."
Posted September 24, 2017
I can vouch that when you go through your orders, it works. I've gotten refunds on a few games I hadn't downloaded yet, pretty easily.
Posted September 24, 2017
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tinyE: I'm confused, so bare with me, it's early here. Why did you need to send a ticket? It sounds like you're upset because it's not a technical issue but you were forced to send it as a tech issue email?

Am I right?
It's the whole runaround in the FAQ refund page or whatever. ''What if I REALLY REALLY want to get a refund?'' Wth? Anyway it happened but the issue is i don't see what's difficult about having a separate ticket issue called REFUND and that's that. And YES you have to send a ticket. I followed the instructions on GOG.com.
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Leucius: I can vouch that when you go through your orders, it works. I've gotten refunds on a few games I hadn't downloaded yet, pretty easily.
Ok i''ll go have a look through the orders page. But then why do they have a separate Refund ticket ''technical issues'' category on GOG.com?
Post edited September 24, 2017 by N3XU5
Posted September 24, 2017
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JMich: 6.11b and 6.11d in the User Agreement.
That's the one.
Posted September 24, 2017
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tinyE: I'm confused, so bare with me, it's early here. Why did you need to send a ticket? It sounds like you're upset because it's not a technical issue but you were forced to send it as a tech issue email?

Am I right?
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N3XU5: It's the whole runaround in the FAQ refund page or whatever. ''What if I REALLY REALLY want to get a refund?'' Wth? Anyway it happened but the issue is i don't see what's difficult about having a separate ticket issue called REFUND and that's that. And YES you have to send a ticket. I followed the instructions on GOG.com.
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Leucius: I can vouch that when you go through your orders, it works. I've gotten refunds on a few games I hadn't downloaded yet, pretty easily.
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N3XU5: Ok i''ll go have a look through the orders page. But then why do they have a separate Refund ticket ''technical issues'' category on GOG.com?
It's a little confusing. You mouse over your username > "Orders and settings" > go to game in question, click on down arrow > click on "Contact support" > THIS PART IS IMPORTANT - For support question type, you select "Payment Option Question" - If you don't, your ticket will be delayed at MINIMUM an extra day. The separate refund ticket you used is for specific situations, and really shouldn't be used if it can be helped.

I hope this helps!
-Leu
Posted September 24, 2017
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N3XU5: It's the whole runaround in the FAQ refund page or whatever. ''What if I REALLY REALLY want to get a refund?'' Wth? Anyway it happened but the issue is i don't see what's difficult about having a separate ticket issue called REFUND and that's that. And YES you have to send a ticket. I followed the instructions on GOG.com.

Ok i''ll go have a look through the orders page. But then why do they have a separate Refund ticket ''technical issues'' category on GOG.com?
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Leucius: It's a little confusing. You mouse over your username > "Orders and settings" > go to game in question, click on down arrow > click on "Contact support" > THIS PART IS IMPORTANT - For support question type, you select "Payment Option Question" - If you don't, your ticket will be delayed at MINIMUM an extra day. The separate refund ticket you used is for specific situations, and really shouldn't be used if it can be helped.

I hope this helps!
-Leu
Ok. That should be looked into because GOG is cool and should stay that way.
Posted September 24, 2017
high rated
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N3XU5: Ok. That should be looked into because GOG is cool and should stay that way.
I'm not sure if there was a problem with the original ticket itself - it was created on a Sunday evening and, while I admit that your first reply came on Tuesday noon, I think your issue was addressed correctly.
My colleague described how the game's functionality worked in relation to your problem (I don't want to go too much into detail about the specifics, since I see you didn't describe them here yourself), and offered a workaround for what he believed may have been the underlying cause. Even though it didn't look like there was anything technically wrong with the game itself, you were also immediately offered with a GOG Wallet exchange.

I see that you created a follow-up to the original ticket (that one was automatically closed due to there being no replies from you) around the time you opened this thread. A reply to that follow-up was sent to you after 3 hours or so.

I'm starting to see a pattern, which I would like to confirm, with your help.
On Friday, one of our customers, who is using the same email provider as yourself (not revealing this publicly, of course:)) gave one of my colleagues a bad rating, but later changed it to good, claiming he found his reply... In the Spam folder. :/ Hence the pattern.
Since it looks like you had to go to the Support page to check your ticket and make a follow-up, I'm guessing you may not have gotten an email from us in the first place. If you didn't get the most recent reply, from a few hours ago, it's likely that it's in your mailbox's Spam folder as well, and we have to contact the provider in order to resolve this for you, as well as other users under the same provider.
Can you check your Spam, please, and let me know if you find our replies there?

As for adding straight-out "refund" options in the ticket creation form, I'll roll the idea around with my team, as I think it makes quite a bit of sense - otherwise people are just forced to pick less-befitting options instead, as a workaround. Thank you for sharing your feedback - it's valuable to us because once one gets used to some existing solutions, it's easy to lose touch with how an end-user might feel about them. :)
That being said, please keep in mind that our priority - when it comes to technical issues with downloaded games - is to help resolve the issue and let the customer play the game, rather than my team being simply refund machines. :) Obviously, we're doing our best to be reasonable about it, so we won't have anyone jumping through hoops (like reinstalling one's OS or replacing hardware) in order to get a game working. :)
Posted September 25, 2017
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N3XU5: Ok. That should be looked into because GOG is cool and should stay that way.
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Firek: I'm not sure if there was a problem with the original ticket itself - it was created on a Sunday evening and, while I admit that your first reply came on Tuesday noon, I think your issue was addressed correctly.
My colleague described how the game's functionality worked in relation to your problem (I don't want to go too much into detail about the specifics, since I see you didn't describe them here yourself), and offered a workaround for what he believed may have been the underlying cause. Even though it didn't look like there was anything technically wrong with the game itself, you were also immediately offered with a GOG Wallet exchange.

I see that you created a follow-up to the original ticket (that one was automatically closed due to there being no replies from you) around the time you opened this thread. A reply to that follow-up was sent to you after 3 hours or so.

I'm starting to see a pattern, which I would like to confirm, with your help.
On Friday, one of our customers, who is using the same email provider as yourself (not revealing this publicly, of course:)) gave one of my colleagues a bad rating, but later changed it to good, claiming he found his reply... In the Spam folder. :/ Hence the pattern.
Since it looks like you had to go to the Support page to check your ticket and make a follow-up, I'm guessing you may not have gotten an email from us in the first place. If you didn't get the most recent reply, from a few hours ago, it's likely that it's in your mailbox's Spam folder as well, and we have to contact the provider in order to resolve this for you, as well as other users under the same provider.
Can you check your Spam, please, and let me know if you find our replies there?

As for adding straight-out "refund" options in the ticket creation form, I'll roll the idea around with my team, as I think it makes quite a bit of sense - otherwise people are just forced to pick less-befitting options instead, as a workaround. Thank you for sharing your feedback - it's valuable to us because once one gets used to some existing solutions, it's easy to lose touch with how an end-user might feel about them. :)
That being said, please keep in mind that our priority - when it comes to technical issues with downloaded games - is to help resolve the issue and let the customer play the game, rather than my team being simply refund machines. :) Obviously, we're doing our best to be reasonable about it, so we won't have anyone jumping through hoops (like reinstalling one's OS or replacing hardware) in order to get a game working. :)
Nope. I received no e-mail and since i was busy i checked after a few days. Nothing in the spam folder either. As you say i had to manually click on the ticket number to go back to the support only today to find out there was a reply. I never delete anything from my spam folder and there is nothing in the deleted messages also. The support messages are coming from ''GOG.com'' and not ''GOG.com Team'' which is the usual updates about sales and such so i would have seen that too. So i received no e-mail respond at all.

Frankly i don't get the ''refund machines'' issue at all. The issue isn't brought up to be a burden to you but rather to establish a better relationship with the customer. As for reinstalling OS or replacing hardware that's the first i have heard of it ever been done about a techinical issue. Which is an entirely DIFFERENT thing from a refund request and as such should be done through a different support function. In order for your business to work better. I frankly don't see what's difficult to understand here.

So to be completely clear when i realized that i needed a gamepad to work with this game i asked for a refund. And i already KNEW and HAD TRIED the suggestion of the person who responded to me to no avail (you''ll find that many of your customers are more technical than you think) So i was right to ask for a refund and it was not a technical issue. I just did not want to invest money for 2 additional gamepads to be able to play ONE game in my library.
Post edited September 25, 2017 by N3XU5
Posted September 25, 2017
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N3XU5: Ok. That should be looked into because GOG is cool and should stay that way.
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Firek: I'm not sure if there was a problem with the original ticket itself - it was created on a Sunday evening and, while I admit that your first reply came on Tuesday noon, I think your issue was addressed correctly.
My colleague described how the game's functionality worked in relation to your problem (I don't want to go too much into detail about the specifics, since I see you didn't describe them here yourself), and offered a workaround for what he believed may have been the underlying cause. Even though it didn't look like there was anything technically wrong with the game itself, you were also immediately offered with a GOG Wallet exchange.

I see that you created a follow-up to the original ticket (that one was automatically closed due to there being no replies from you) around the time you opened this thread. A reply to that follow-up was sent to you after 3 hours or so.

I'm starting to see a pattern, which I would like to confirm, with your help.
On Friday, one of our customers, who is using the same email provider as yourself (not revealing this publicly, of course:)) gave one of my colleagues a bad rating, but later changed it to good, claiming he found his reply... In the Spam folder. :/ Hence the pattern.
Since it looks like you had to go to the Support page to check your ticket and make a follow-up, I'm guessing you may not have gotten an email from us in the first place. If you didn't get the most recent reply, from a few hours ago, it's likely that it's in your mailbox's Spam folder as well, and we have to contact the provider in order to resolve this for you, as well as other users under the same provider.
Can you check your Spam, please, and let me know if you find our replies there?

As for adding straight-out "refund" options in the ticket creation form, I'll roll the idea around with my team, as I think it makes quite a bit of sense - otherwise people are just forced to pick less-befitting options instead, as a workaround. Thank you for sharing your feedback - it's valuable to us because once one gets used to some existing solutions, it's easy to lose touch with how an end-user might feel about them. :)
That being said, please keep in mind that our priority - when it comes to technical issues with downloaded games - is to help resolve the issue and let the customer play the game, rather than my team being simply refund machines. :) Obviously, we're doing our best to be reasonable about it, so we won't have anyone jumping through hoops (like reinstalling one's OS or replacing hardware) in order to get a game working. :)
Thanks for official confirmation. You guys are really responding a lot more than I remember, or maybe I just never paid as much attention.

I will admit to having to get a couple of refunds, but I definitely try not to abuse the system, because you flat out state in the rules that abusers will be flagged and denied that type of help going forward. My worst fear is pissing off the Support team because you all are so cool. <3
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This is my favourite topic
Community
General discussionGOG Refund Policy(15 posts)(15 posts)
(15 posts)