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General discussionWhat the hell is wrong with GOG and its (lack of) refund system??(19 posts)(19 posts)
(19 posts)
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This is my favourite topic
Posted September 25, 2023
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Lesser Blight Elemental: That sucks. I've typically gotten my refunds (response from staff + funds added to wallet) within hours of making the request.
Finnaly had a response today from a human (since 24-hours/self-refund isn't being processed for me).
I had already reported the entire situation in writing so they knew what needed to be done.
They asked me what they could help me with hahah.

I described the issue again. Let's see how many more days it'll take them.
At this point I'm okay and completely aware that it isn't going to be handled before the DLC comes out.
I'll just let them process the refund whenever and wait for the DLC to go on sale eventually.
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rtcvb32: I'll have to say, Steam had a policy where if they had a sale after you paid a higher value (within 2-4 weeks), you'd get the credit of the difference.

Personally? I've long since decided i won't pay more than $20 for any game. So i'd have waited for a good discount; Even if you're excited to play it now.
This is honestly the perfect, most effective method.
I remember on Steam when such an unexpected sale happened that you had to do the same as GOG: Auto-refund and wait 24hr for the refund to be processed and available. But there it actually went through within 24 hours.

Nowadays, much like yourself, I tend to wait for sales also. I make a few exceptions here and there when I really, really want something.
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tnt4thebrain: I've never seen anything like this in my entire life.

The sheer disregard.

They were incredibly fast and functional to take my money.
Now to give it back, they seem to literally be playing dead.
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joppo: I find it confusing that you did not get your money back right away, because as far as I know the direct refund to store credit is all automated. Even if for some reason they wanted to stall your refund they'd have to go out of their way to do it.

I see two possibilities as likeliest:
a) you did everything right but some system hiccup somehow kept your request from reaching them. If that's the case, it's merely a thing that happens and you just need to try again.
b) you made a mistake and thought you completed your request but it wasn't fully done. Since the game can still be seen in your orders there's nothing keeping you from trying again, right? I recommend you just try again and walk us through your attempt so if it doesn't work again someone here can identify where things got out of turn.
Thanks, Joppo. Appreciate it.
I double (actually triple-checked) to see if I had put in the request for refund correctly, and I did.
I have canceled the auto-refund request and put in a new one, while simultaneously trying to do so manually with a support attendant. Let's see how it goes!
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idbeholdME: They don't work on weekends. Simple as. It is 24 hours on working days. They still have to approve the request, which an empty office won't do on its own.
Yes, that's correct.
The auto-refund option, which GOG states as being processed and available to wallet within 24 hours is faulty.
Hence the only reason I need a human for support. I'd have no trouble skipping that entirely if auto-refunding worked as should.
Post edited September 25, 2023 by tnt4thebrain
Posted September 25, 2023
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tnt4thebrain: What is wrong with GOG? More so, what's wrong with your support department? Assuming there are people working at that department, why are they completely radio silent and so morose?
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Timboli: GOG staff never appear to work on weekends, and you were likely too close to that, and the fact they were busy gearing up for their 15th Birthday sale. They always seem to be pressed for time and on limited staff numbers these days.
That clarifies things a bit further. Thanks a bunch!
I was hopeful the automatic self-refund process to wallet would have gone through on the weekend, but the entire thing was probably congested.

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tnt4thebrain: 3 days ago I purchased Cyberpunk 2077 + Phantom Liberty bundle - full price

Since then, the game has entered a sale, which there was absolutely no way I could know and foresee.
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BreOl72: For what it's worth: I think usually GOG reacts with a lot of goodwill in that regard.

I've seen quite some comments in the past, where people were in the same position as you and got their money back
(respectively: the difference between full price and sales price).

If you want to make sure that your request didn't get lost somewhere on the way, maybe try and contact one of the blues here in the forum.
They usually forward this kind of stuff to the responsible department.
Thanks BreOl72.
I'll try that!
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kultpcgames: Ok, it seems the support has some problems since 3 years (or some more idk), but I never had any problems with refundings.
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NuffCatnip: Same, I haven't had to refund games that often and in most cases I purchase the refunded titles 'again' after the devs have fixed what has been bugging me, but in almost every case I got my refund within the same day. In one instance it took a bit longer and I had to wait for a few days, which is completely fine as far as I'm concerned.
I agree with you. I use a lot of other platforms and it's common to have to wait a few days if the refund process has to be manually handled by support.
The main issue here - at least for me - was definitely moreso the fact that the auto-refund process isn't been handled within 24hrs as definitely should. It if had, there would be ample time to refund and repurchase before release goes live.
Post edited September 25, 2023 by tnt4thebrain
Posted September 25, 2023
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tnt4thebrain: It's to do with LAWS and RIGHTS. What's hard to understand here?
Which law from which government are you referring to?
Posted September 25, 2023
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rtcvb32: I'll have to say, Steam had a policy where if they had a sale after you paid a higher value (within 2-4 weeks), you'd get the credit of the difference.
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tnt4thebrain: This is honestly the perfect, most effective method.
I remember on Steam when such an unexpected sale happened that you had to do the same as GOG: Auto-refund and wait 24hr for the refund to be processed and available. But there it actually went through within 24 hours.
I'm thinking they were getting tired of manually refunding just so they could repurchase the game during the sale within 24 hours. And it makes sense, customers would have felt cheated otherwise and that would hurt their bottom line more. Though i suppose they could have during payment did the future discounted price and put a 'Ssshhh, this is an upcoming sale price, don't tell anyone... wink' message, which may or may not make a surge in purchases, which is doubtful.

Also internally it would be much easier to backtrack recent sales and make the adjustments automatically, since they are likely to pay publishers on a monthly or quarterly basis, and not having to fight with credit card systems was a plus.
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Community
General discussionWhat the hell is wrong with GOG and its (lack of) refund system??(19 posts)(19 posts)
(19 posts)