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[graywolf323]

you no longer have to go through chat and talk to a rep, definitely an improvement

 

[Plies]

 

[SomeGit]

It's so BS you can't refund after downloading.

 

[Portugeezer]

Better than nothing, but you still don't get to try the thing before asking for refund.

 

[PatientGamer]

It's so BS you can't refund after downloading.

Agreed. A better approach would be to set a timer on the internal clock after the user has started the game post-download. Like they do with game trials, and use that instead to determine when a refund is no longer eligible.

 

[scydrex]

Agreed. A better approach would be to set a timer on the clock after the user has started the game post-download. Like they do with game trials, and use that instead to determine when a refund is no longer eligible.

Exactly or trials or a demo.

 

[vodka-bull]

The email address through which you could request a refund actually had opening hours. I didn't know until now that contact forms could have opening hours, but the greedy bastards at Sony and their shitty refund policy actually managed to lower the already abysmal level of customer service even further.

So I guess, that's better? I don't know, all I know is I'll never again preorder a digital game.

 

[DonkeyPunchJr]

They're preparing for the Marathon launch

 

[ReBurn]

The email address through which you could request a refund actually had opening hours. I didn't know until now that contact forms could have opening hours, but the greedy bastards at Sony and their shitty refund policy actually managed to lower the already abysmal level of customer service even further.

So I guess, that's better? I don't know, all I know is I'll never again preorder a digital game.

There's no reason for me to preorder digital unless there's a discount for doing so, and even then I tend to do it at the last possible moment before the discount expires. Digital preorder bonuses tend to suck.

 

[kevboard]

that's about 5 years late, but better late than never

 

[Bojji]

It's still useless in current form.

There should be AT LEAST 1-2h window of actually playing the game allowed. You can see how it performs etc.

 

[Kacho]

that's about 5 years late, but better late than never

But you're still ineligible if you download it. Sony is so backwards sometimes.

 

[R3TRO]

I didn't realize this was new, I've refunded 3 preorders this week. It's nice they finally came around.

 

[The_Mike]

It's so BS you can't refund after downloading.

Hey, Sony has come this far after all these years.

Maybe they will allow it within the next ten years

 

[SuperC]

did not start downloading

So it still useless

 

[kevboard]

But you're still ineligible if you download it. Sony is so backwards sometimes.

you aren't in europe since they have to refund anything within 14 days with no questions asked.
but I assume this automated way to refund will not work for cases like that here either, and you still will need to call them or use the support chat n stuff to refund after you played it.

 

[mckmas8808]

Agreed. A better approach would be to set a timer on the internal clock after the user has started the game post-download. Like they do with game trials, and use that instead to determine when a refund is no longer eligible.

Yep been out the timer is set for something low like 30 minutes

 

[EDMIX]

They're preparing for the Marathon launch

When's it releasing?

 

[FoxMcChief]

I forgot to cancel my PS+ from renewing, and was able to get a refund. But it felt like I had to go through a bunch of hoops.

 

[Pasta la Vista]

They're preparing for the Marathon launch

Preparing for Steam Console launch

 

[semiconscious]

They're preparing for the Marathon launch

just a gentle reminder: 'buy, but do not download'...

 

[Fake]

Fair, but game$ that you download are still no eligible.

Steam refund are in another level.

 

[Shifty1897]

Well, credit where it's due, this is a step in the right direction.

 

[Gamer_By_Proxy]

So you can buy it, stream the cloud version and then refund since you never downloaded it?

 

[sainraja]

Exactly or trials or a demo.

They do have game trials but not for every title so this must be a publisher thing (they are also a publisher so ).

 

[kazuyamishima]

It's something, now another 5 years to receive a refund even after download the game.

 

[Humdinger]

Well, at least you can easily cancel a preorder now (I think). What a headache that was before. I decided that I would never preorder another game.

 

[DenchDeckard]

Woof. I forgot how bad this is on sonys platforms.

The fanbase should demand more from them. Im kinda shocked that they can still get away with this. I bet Nintendo is just as bad too. Glad I stick to physical where possible.

 

[kat_on_the_roof]

Not what we were hoping for in terms of customer friendliness, but at least it's a small step.
Better than before is still an improvement. Think positive.

 

[xrnzaaas]

They are still way behind what Valve is doing. Simply downloading the game is enough for losing any chance of getting a refund, not to mention when you start the game and instantly find out it's in horrible technical state.

I understand it wouldn't be an easy process, because people could avoid it by playing offline. I'd be down with banning or charging them in the future if they've done that and also applied for a refund. The consoles already track your playtime so that would be caught instantly the next time you're online.

 

[pudel]

It's so BS you can't refund after downloading.

I mean whats the use case here? Who is buying a game and than NOT downloading it, but wants to refund it?

 

[Killjoy-NL]

It's so BS you can't refund after downloading.

They should base it on playtime/completion.

Like no refund after 5% completion for singleplayer (campaigns) and/or 10hr playtime for mp-focused games.

 

[Baemono]

That's the most normal thing I ever saw coming from TLC

 

[jm89]

A good start as you now longer have to go through their abysmal support to get a refund.

Now just allow downloaded games to be refunded with certain hours played or something.

 

[NeonDelta]

I mean whats the use case here? Who is buying a game and than NOT downloading it, but wants to refund it?

I guess for Games that are a glitchy mess or if you download before the game releases but haven't actually played it and want a refund

 

[lh032]

thats a good start

Next is TMR sticks, lets go.

 

[pudel]

I guess for Games that are a glitchy mess or if you download before the game releases but haven't actually played it and want a refund

If you downloaded it, you cannot refund. And how do you find out its a glitchy mess, if you cannot even download it? Its a bit retarded refund policy, sorry. The only useful case would be if you accidentally bought a wrong game or something....but how often does this happen.

 

[Lightbreak]

Steam is and always will be king. Steam is the way to respect customers.

 

[saintjules]

Probably wise to turn off auto download when buying games on PS5 then.

 

[yurinka]

you no longer have to go through chat and talk to a rep, definitely an improvement

It's so BS you can't refund after downloading.

Probably wise to turn off auto download when buying games on PS5 then.

If you downloaded it, you cannot refund. And how do you find out its a glitchy mess, if you cannot even download it? Its a bit retarded refund policy, sorry. The only useful case would be if you accidentally bought a wrong game or something....but how often does this happen.

They should base it on playtime/completion.

Like no refund after 5% completion for singleplayer (campaigns) and/or 10hr playtime for mp-focused games.

They are still way behind what Valve is doing. Simply downloading the game is enough for losing any chance of getting a refund, not to mention when you start the game and instantly find out it's in horrible technical state.

I understand it wouldn't be an easy process, because people could avoid it by playing offline. I'd be down with banning or charging them in the future if they've done that and also applied for a refund. The consoles already track your playtime so that would be caught instantly the next time you're online.

Agreed. A better approach would be to set a timer on the internal clock after the user has started the game post-download. Like they do with game trials, and use that instead to determine when a refund is no longer eligible.

In PSN now -and before- you can refund after downloading, even beyond the 14 days, and unlike Steam not limited to having played maximum 2 hours.

But only in the case of the game/DLC is faulty (faulty doesn't mean that you didn't like that game/DLC).

Better than nothing, but you still don't get to try the thing before asking for refund.

Refunds aren't a demo system. They are to ask your money back in case you bought something is faulty (which isn't the same than asking your money back like a Karen if you didn't like the game).

 

[xrnzaaas]

Faulty isn't a very precise term. I imagine that will only apply if the game or the DLC isn't working at all... but if that's the case it should be removed from the store in the place.

 

[yurinka]

Faulty isn't a very precise term. I imagine that will only apply if the game or the DLC isn't working at all... but if that's the case it should be removed from the store in the place.

In PS4 I bought a Street Fighter V DLC bundle, but one of its items didn't appear in my game, even if the rest of the people had it. I contacted PSN's customer support, they tried to do some stuff on their side and asked me to try to do some stuff in my side.

Nothing worked. They suggested me to do a refund and buy it again to see if it worked doing so. Tried it and didn't work. They refunded me that second payment too but now keeping that DLC bundle in my account.

A few days later, they released one of these PS4 stability updates and fixed the issue, the missing DLC appeared.

 

[hououinkyouma00]

Well, credit where it's due, this is a step in the right direction.

This. It's still complete shit but it's slightly less shit then before.

 

[adamsapple]

They added the option for you to try and get a refund.

Good luck actually getting one from them.

 

[Heisenberg007]

Their refund system is still ass.

 

[Heisenberg007]

I mean whats the use case here? Who is buying a game and than NOT downloading it, but wants to refund it?

It's pretty much accidental purchases only.

 

[dragonyeuw]

A step in the right direction but Valve has the right approach, 14 days and/or 2 hours of gameplay( I think Meta does the same on Quest). No reason Sony can't at least match those terms. It's why my preferred digital platform by far is Steam. I have to be very, very sure that I want a digital game off PSN( same for Nintendo who are even worse. I don't buy anything off the eshop unless it's a $5 Indies title which amounts to buying a cup of Starbuck coffee or IOW throwing away money).

 

[adamsapple]

Their refund system is still ass.

At least they have the clause that if you haven't downloaded something, you can get a refund in 14 days.

The last, and only time I bothered to argue with their support, was on the PS4 when I got two games on a launch window but kinda got cold feet on the purchases and wanted a refund. They didn't do that, I even asked if the amount can be put in my PS wallet instead of refunding so I can use it for something else, they didn't do that either.

 

[Heisenberg007]

At least they have the clause that if you haven't downloaded something, you can get a refund in 14 days.

The last, and only time I bothered to argue with their support, was on the PS4 when I got two games on a launch window but kinda got cold feet on the purchases and wanted a refund. They didn't do that, I even asked if the amount can be put in my PS wallet instead of refunding so I can use it for something else, they didn't do that either.

Yeah it's an objectively bad system - especially before this update, when every request had to be raised to a customer support rep.

Steam has set the gold standard in this regard. Everything else just pales in comparison.

 

[ChorizoPicozo]

For The Payers (that had post nut clarity)