Formido-57: I've placed a support ticket for a refund for a game, and the status is "awaiting your reply" even though I haven't gotten any replies from the GOG team. Is this normal or did I screw something up? Additionally, the ticket has my order number on it but not the name of the game or anything else; there weren't any options to input this information in the orders/payments request box. Do I need to update this to get a proper reply?

AB2012: Apparently you may have to reply to the automated response you get when you first request a ticket in order to "activate" it. Yes it's stupid. In theory it's supposed to reduce GOG's workload. In practise, all it does is create a ton of forum posts asking why their support ticket isn't working...

AB2012: I haven't used the new system since GOG changed it so I don't know for sure what the e-mail says, but "responding" could simply be replying to the e-mail (using your e-mail program / GMail, etc), confirming that you want a refund (and keep the ticket / order number in the subject).

AB2012: Apparently you may have to reply to the automated response you get when you first request a ticket in order to "activate" it. Yes it's stupid. In theory it's supposed to reduce GOG's workload. In practise, all it does is create a ton of forum posts asking why their support ticket isn't working...