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General discussionProblem With Refund Request - No Customer Response(24 posts)(24 posts)
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Posted April 08, 2020
low rated
Hey guys,

I requested a refund and have not heard anything back from the support staff in 10 days. Is this amount of time normal? The game in question is Greefall btw. I have bought the game and requested a refund on the same day of purchase (29th March). So far, I have only played 1h 13m. Until now, I have only heard good things about Gog's refund policy and customer support. Can't say I'm impressed so far.
Post edited April 08, 2020 by DaveOfDestruction
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Posted April 08, 2020
Keep in mind that due to the current world events the GOG staff are working remotely and don't have full access to there facilities. You can resend the support ticket just in case there was an error when it was originally sent.

I have seen some GOG employees on the forums responding to threads like this so keep an eye here and one may show up to help expedite your request.
Posted April 08, 2020
Yes, same here, 10 days with no response to my refund request.
Posted April 08, 2020
I requested a refund during the last sale, got an email that they are particularily busy during that time and then it was processed about 4 days later.
Posted April 09, 2020
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wolfsite: Keep in mind that due to the current world events the GOG staff are working remotely and don't have full access to there facilities. You can resend the support ticket just in case there was an error when it was originally sent.

I have seen some GOG employees on the forums responding to threads like this so keep an eye here and one may show up to help expedite your request.
I do understand that and I am not trying to be unreasonable. However, I think 10 days (now 11) without any reply whatsoever is a tad long.
Posted April 09, 2020
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wolfsite: Keep in mind that due to the current world events the GOG staff are working remotely and don't have full access to there facilities. You can resend the support ticket just in case there was an error when it was originally sent.

I have seen some GOG employees on the forums responding to threads like this so keep an eye here and one may show up to help expedite your request.
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DaveOfDestruction: I do understand that and I am not trying to be unreasonable. However, I think 10 days (now 11) without any reply whatsoever is a tad long.
Did you get that initial automatic mail acknowledging they received your request? I requested to refund Soul Sage (my impression is, it's nearly unplayable right now if anyone wonders) and got the automatic mail 3 days ago and now another one saying the experience heavy traffic and are sorry it takes a bit. You also got a request number for you to check the status of your request.
Posted April 09, 2020
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DaveOfDestruction: I do understand that and I am not trying to be unreasonable. However, I think 10 days (now 11) without any reply whatsoever is a tad long.
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Robette: Did you get that initial automatic mail acknowledging they received your request? I requested to refund Soul Sage (my impression is, it's nearly unplayable right now if anyone wonders) and got the automatic mail 3 days ago and now another one saying the experience heavy traffic and are sorry it takes a bit. You also got a request number for you to check the status of your request.
Yes, i did get an automated message the next day and I have been checking on my ticket regularly but unfortunately there has been no response yet.
Posted April 09, 2020
I'd be patient with them a bit longer. If they don't attend to it within the necessary amount of time, I think it would be fair that, given the circumstances, they give users some leniency temporarily on the time allotted for refunds and then they can change it back once things get back to some sense of normalcy across the globe.
Post edited April 09, 2020 by TheMonkofDestiny
Posted April 09, 2020
Nevermind guys, support has contacted me and will refund the game. :-)
Post edited April 09, 2020 by DaveOfDestruction
Posted December 18, 2020
Requested a refund for a game I played for 10 minutes, within half an hour of purchase. Hollow Knight. Was more difficult and action-like than I was expecting. Got an automated responses asking if I would like a refund to my wallet. Replied "no." Got no response. Asked for a refund again. Got sent the same automated email again. Gave the same answer again. Still no response.

I only tried GOG because everyone said it had the most customer friendly service of all the games sites - now I can't process a refund which would have taken two clicks of a mouse and less than a few minutes to process on either Steam or Epic.

Not cool.
Posted December 19, 2020
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Adam_M._Steiner: Requested a refund for a game I played for 10 minutes, within half an hour of purchase. Hollow Knight. Was more difficult and action-like than I was expecting. Got an automated responses asking if I would like a refund to my wallet. Replied "no." Got no response. Asked for a refund again. Got sent the same automated email again. Gave the same answer again. Still no response.

I only tried GOG because everyone said it had the most customer friendly service of all the games sites - now I can't process a refund which would have taken two clicks of a mouse and less than a few minutes to process on either Steam or Epic.

Not cool.
https://www.gog.com/forum/general/expected_delays_in_support_replies
Posted December 19, 2020
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Adam_M._Steiner: Requested a refund for a game I played for 10 minutes, within half an hour of purchase. Hollow Knight. Was more difficult and action-like than I was expecting. Got an automated responses asking if I would like a refund to my wallet. Replied "no." Got no response. Asked for a refund again. Got sent the same automated email again. Gave the same answer again. Still no response.
Delays are fairly standard this year due to Covid and will only increase due to the Winter Sale for 2020 support activities.

I also requested a refund of a game 3 or 4 days ago.

First email was an automated response acknowledging my request. 2nd email ask to confirm if wallet refund was ok.

I don't know which method you used for your payment, but I used wallet funds I currently have on GOG. So in my case the only option was to have the funds return to my GOG wallet.

These emails arrived the same day of the request. If it's anything like last time, I expect 4-10 business days for the refund to be processed back to my account. I don't know how Steam works, but this is normal for GOG, at least for this year.
.
Post edited December 19, 2020 by gog2002x
Posted December 24, 2020
Refunds should not take ten days to process.....
Steam sends you one email the day of then refunds you then let's you know your funds will return to you payment option within a few days...........

it take GOG or CDPR 10 god damn business days to even reply to you after the the auto email..
shits

WACK
Posted January 09, 2021
I've also submitted a refund request 20 days ago and still no response.

Communication, refunds, emails, all done via the internet so the excuse of "Covid quarantine" doesnt fly.

They just probably have money issues with all the incoming lawsuits, refunds and other problems and doesnt want to give people their money back until they are good. Disgusting

Even with all these covid stupidity is going around, customer services are still operational every where else. As they should be since that can be even done from home.
Posted January 09, 2021
Hey guys, I'm in the same wagon, just asked for a refund because I bought the collectors edition but haven't received a human response, I'm not agree with the wallet funds, I want a refund to my original payment method.

Do you think that if I start a PayPal claim they could attend a simple petition or there could be some kind of recoil such as banning my PayPal account?

I love to buy games from the platform using PayPal I wouldn't want to say goodbye because of this situation...
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General discussionProblem With Refund Request - No Customer Response(24 posts)(24 posts)
(24 posts)