I wanted to purchase one set of the purple dye. I tried to make the purchase but I got an error message saying something like “Purchase failed. Try again?”. Feeling cautious, I pressed no, waited a couple seconds, closed the in-game shop and reopened it to try it again. The same happened, so I tried one more time. On the third attempt, it seems that all three purchase attempts went through at the same time. I have ended up losing 6,000 marks as I only intended to buy one set of the dye and have zero intention of using more than that.
I made a support ticket to request a refund due to the other two purchases made by server (NOT user) error, but I was told that they cannot refund the marks. The person who made the ticket also blamed my internet connection? I mean… I play video games, I have to have good, reliable internet for that.
I want to bring this to the attention of support as I highly doubt I am not the only customer affected by this, and refusing refunds because the game’s servers don’t work properly is extremely shady practice and I am considering contacting Steam about it to seek a refund that way.
I’m sorry about the situation with the purchase but when you make a in-game purchase and you get an error, you have to contact Steam because the purchase is through Steam, so if there is a mistake with the purchase and you want a refund, you have to contact them.
I don’t want to give you the promise or confirmation that Steam will be able to give you the refund because all in-game purchases are not refundable In-Game Purchases - Support | Amazon Games
Okay… But I’m talking about a purchase that used marks, the in-game currency, not actual money. I requested the marks, the in-game currency, refunded and the dyes that were bought due to server error removed, as I only wanted one of the dye packs.
I am only considering speaking to Steam if this cannot be resolved by simply removing 10 of the purple dyes from my account and adding the 6,000 marks back.
So for whatever reason I cannot open a ticket with Steam to request help.
Am I going to get any help from you guys? I am still down 6,000 marks and my request is a simple one that many other game companies are willing to complete, especially since my issue is due to the game and/or its servers and not due to any error on my end.
