I’m sure they mention this because they have a non-stop stream of support tickets complaining about buying something the day before a sale. Steam claims that they reserve the right to restrict a user’s refund privileges if they are abusing the system, but quickly follows up by saying that refunding a game just to re-buy it on sale is not an abuse. While we wait, let’s go over some of Steam’s messaging around refunds and the implications of that messaging. I got an email confirmation a few minutes later that my request is pending. That was easy! It would probably take you longer to find the customer support phone number on your internet provider’s website. Submitting your refund request reinforces that you must wait to be reviewed. Is this nebulousness (it’s a word, I checked) something Steam and developers need to address?įor now, let’s get back to the refund flow. There’s obviously no correct answer Steam is sometimes both, and sometimes it’s neither. What exactly is Steam? Is it a middleman that aims to connect developers to customers and charge a matchmaking fee? Is it a retailer where developers provide inventory that Steam can then sell to its customers? Your opinion of a refund program is colored by where you see Steam on this spectrum. To developers, it’s the difference between getting paid or not. Steam’s own literature on the refund program states "we hope this will give you more confidence in trying out titles that you’re less certain about." Sure you do, Steam, because to you this refund program is a way to increase sales by lowering purchase barriers. Steam’s actually got no skin in the game! They are getting their money no matter what. Steam and developers are not equal partners in offering refunds. You can request other forms of refund, but most users will likely go with the default. So Steam has still made their $6, at least. Nearly any way you spend that $20, Steam is taking their 30% cut or more.
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