I demanded a refund from CYBERPUNK 2077 near 12.12.2020 .... the ticket says OPEN after a few automatic names from GOG.TEAM .... it switched to RESOLVED but the money was not returned to me .... plus when I log in to GOG GALAXY and I go to the HISTORY ORDER and click on RETURNED ORDERS ... CYBERPUNK is ticked as if the money was returned .... but the money is STILL NOT RETURNED ... what is the procedure?

No credit in your wallet by any chance?

https://www.gog.com/wallet

Since which time you have played between 50 and 84 hours in the game and completed half the achievements.

If you're lucky, you'll probably get store credit.

no money via GOG GALAXY?

Well, you will be lucky if they give you a refound, you ask for a refound two days after the game was launch but you have played 84hs, clearly you enjoy the product, if they offer you credit in the store it would be generous!!!

According to GOG's refund policy:

You may request a refund for a product up to 30 days after purchase, even if it was downloaded, launched, and played. To apply for a refund, you should contact our Customer Support Team within 30 days of your purchase, and our team will sort it out as soon as possible.

it was well within OP's rights to play and keep playing until the request is processed by support. What's important is the date of opening up and replying to a support-ticket. If it is within 30 days OP is entitled to receive a refund for it.

I know well the GOG's refound policy, it's based on honor and respect, and it seems shady to me if somebody who asked for a refound, keeps playing the game until complete it or even more...

This is like the second or third thread I've seen like this - thank you for pointing it out for "real" customers who might see it and think GoG is pulling a fast one. For some reason it's making me a bit irrationally angry.

This is why I was ticked when GoG was nice enough to give shitbags a 100% carte blanche refund option. Jerk. Dishonest.

Sorry if I'm overly touchy but this is literally the second or third complaint I've seen today of someone who beat the game or played 85 hours or whatever and still feels entitled to a refund.


You're not refunding, you're stealing. You never had any intent to "buy" the game, you knew you were going to play it and now when you get called out you bitch.

No, he's not entitled to a refund. He's only entitled to request a refund.

The VOLUNTARY REFUND policy is clear on this in its very first term:

"We're monitoring the effects of the current update to make sure no one is using this policy to hurt the developers that put their time and heart into making great games. We may refuse refunds in such individual cases."

I would define playing 50+ hours of a game and expecting a refund to be "using the policy to hurt the developers" and completely agree with Ixamakxim. It annoys me when "customers" try to pull rubbish like this on developers - it really is disgusting, takes support time away from real enquiries and is (in my book) as bad as piracy.

Very well put. Thanks for clarifying this point.

Indeed, there have been several threads, and people who complain that refunds are taking long... Now it seems clear that they are making hard decisions about what to do about people that has played a game for more than ten hours, twentey, or like the OP, more than eighty. Commerce requires good faith from both seller and purchaser, not just the seller.

Let us remember that there are short indie games that can be beat in less than ten hours, sometimes in as little as two or three hours if one really wants to.

GOG's policy right now, even with what pds41 quotes, is very generous. Yet I am not sure that they have been praised enough for it (they deserve so). While they are getting flak from people in the same predicament of the OP, and anyone who wants to join the choir, of course.

Some game reviewers, after giving a bad review, end it writing that they asked for a refund, for dramatic effect. Maybe this has been another contributing factor.

Yes. As much as CDPR deserves flak for the Cyberpunk release and also deserves the ton of refund requests they got, in this case the request is not justified. Someone who played >50h clearly got their money worth in game time. Most full price games aren't even half as long. And he can't claim that he didn't enjoy those 50h+ either, since he wouldn't have kept playing if he had been that disappointed in the game that a refund is necessary.

The procedure is don't maliciously and fraudulently exploit a generous refund policy by requesting a refund for a game you completed and clearly enjoyed judging by the playtime you accumulated.

Easy, right?

I guess I got to clarify some things here. I'm not saying that OP got an absolute right to receive a refund. GOG grants him the right to request one which he has obviously made use of. Based on their policy there is no restriction in any way, shape, or form - implicit or explicit - not allowing to play for whatever amount of time.

Does it make OP look shady? Does it look like it's an attempt to strain GOG's voluntary refund policy? Yes and yes.

Reading what OP has written, he applied for a refund, which wasn't processed in a timely manner. Back to the policy granting him to download and even play, he accumulated 50+ hours, which can't be reason not to grant his initial request for a refund.

GOG can very well reject the request but would that be fair? If they don't react in a timely manner, refund requests taking weeks to be processed, whose to blame?

The policy may be based on goodwill and in certain respects it's more lenient than it actually has to be. This weighs heavily in favor of GOG. EU withdrawal right grants 14 day mandatory refund as long as files or other digital goods haven't been downloaded. I mention this because when looking at a way to avoid such cases, where someone plays many hours and still demands his or her refund to be processed, months after an initial request for refund has been handed to GOG, this is what I would suggest.

GOG could change the paragraph informing its customers about that right in the following. We grant you the right to request a refund within the EU 14 day withdrawal period, you are allowed to download and play-test your purchase for x-amount of hours (1 or 2 hours tops), within which you are entitled to receive a refund no questions asked. You are asked to provide proof that you haven't played for more than 1 or 2 hours otherwise we preserve the right to declare this right void and you are bound by rules and regulations set forth in our voluntary refund policy, which gives us the right to decide on a case-by-case basis whether a request for refund will be granted.

It goes without saying that in general GOG is very generous and their generosity really shouldn't be exploited.