Steam Currently Processing Around 49,000 Refund Requests a Day

Whether actual money is returned is a different issue, but that works out to more than 343,000 requests in a week and almost 18 million in a year.

9

Refunds are usually part of doing business, but with digital products in can be more tricky. Steam started offering refunds in 2015, and there is always is potential for abuse, especially when some devs even use the policy as an excuse not to put out a demo. That said, though, Valve is currently processing more than 49,000 requests for refunds a day.

The number comes from Valve's Steam support page, which shows that the number of refund requests exceeds all other requests by more than 3-to-1. The response time for refund requests runs between 1.35 hours and a 1.53 days, which is only exceeded by the time to process billing and purchase support requests. However, the low end number is the lowest of the four, perhaps indicating the Valve can easily weed out fraudulent or improper refund queries.

Request Category
Submitted Last 24 Hours
  Typical Response Times
 
Refund Requests 49,119   1.35 hours to 1.53 days
Account Security & Recovery 12,366   2.47 hours to 16.64 hours
Game & Steam Technical Support 2,211   3.69 hours to 1.26 days
Purchase & Billing Support 1,776   3.34 hours to 1.64 days

Valve's policy requires that a purchaser play less than two hours of the game and submit a request within 14 days for a refund.

If these stats are somewhat consistent and extrapolated to a week, you get almost 344,000 requests. In a year, that number balloons to almost 18 million. Keep in mind that these are just requests and not actual refunds, but just the customer support needed to process it all without some sort of automation must be incredible.

As for the last 90 days:

Contributing Editor

Filed Under

From The Chatty

  • reply
    May 4, 2017 3:07 PM

    John Keefer posted a new article, Steam Currently Processing Around 49,000 Refund Requests a Day

    • reply
      May 4, 2017 3:13 PM

      I do this all the time, does that make me a bad person?

      • reply
        May 4, 2017 3:14 PM

        I won't judge you but yes

      • reply
        May 4, 2017 3:24 PM

        Nope, if a game sucks and you've played it for less than 2 hours I don't see a reason not to get a refund.

        • reply
          May 4, 2017 3:50 PM

          Yeah, and it's better than buying retail, where a refund is not an option if it has been opened.

      • reply
        May 4, 2017 3:52 PM

        Not at all, but if they decide that you're doing it too much, they can start denying you.

      • reply
        May 4, 2017 3:53 PM

        Nope

      • reply
        May 4, 2017 3:54 PM

        No. I'm firmly behind the ability to return something if you're not satisfied with it, regardless if it's physical or digital.

      • reply
        May 4, 2017 5:15 PM

        Why are you buying so many games you don't like?

    • reply
      May 4, 2017 3:16 PM

      gross

    • reply
      May 4, 2017 3:30 PM

      I bet it's not being abused in the slightest

      • reply
        May 4, 2017 3:55 PM

        What's to abuse? There is a small set of games that you can finish in 2 hours.

        • reply
          May 4, 2017 4:08 PM

          There's probably a certain percentage that are abusing it for steam card drops to inflate their steam level.

          • reply
            May 4, 2017 4:46 PM

            Well then maybe Valve should do something about it. Since they, you know, own the platform.

          • Zek
            reply
            May 4, 2017 5:26 PM

            I doubt the vast majority of those people would ever have bought those games for the Steam cards alone. Plus if you use it too heavily your account gets flagged and you lose the privilege.

          • reply
            May 7, 2017 1:06 PM

            Drops don't start until after the 2 hour mark.

    • reply
      May 4, 2017 3:36 PM

      I don't understand whats the big deal? Do we know how many products they sell each day?

      When did offering refunds become a bad or controversial thing?

      • reply
        May 4, 2017 3:48 PM

        They aren't. But that is a shit load of refunds.

      • reply
        May 4, 2017 10:44 PM

        Who said they were?

    • reply
      May 4, 2017 4:12 PM

      There is also a shit ton of crap on steam as well. I'd love a breakdown of how much of it is short game abuse vs early access returns vs aaa game returns.

      I'd also love to know how much of it is due to complexity of getting good performance on PC due to having to support so many different configurations

      • reply
        May 4, 2017 4:15 PM

        This. The only refund I've ever gotten on steam was because of a game that I couldn't play. Just so happens it was also the shitpile called no mans sky.

    • reply
      May 4, 2017 4:16 PM

      Wish i could return rage and brink

    • reply
      May 4, 2017 5:02 PM

      That seems incredibly excessive?

    • reply
      May 4, 2017 6:06 PM

      almost 50K demos ‎( ͡° ͜ʖ ͡°)

    • reply
      May 4, 2017 6:12 PM

      I have returned 2 games on steam. Within the first 45 minutes I figured out that they were not for me and returned them. I don't feel bad about it, and I'm glad that steam offers this.

    • reply
      May 4, 2017 6:14 PM

      Divided by how many total sales?