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Anonymous's avatar
Anonymous
9 years ago
Solved

Refund not being answered

I requested a refund for dragon age: I, but have had no emails saying anything about it and it has been more than 48 hours. I bought the game on day 1 around 9pm, downloaded and first started game roughly 4pm on day 2, requested refund later that day because I don't really see myself putting much time into this game at all and I could get games I like more with the money. However, I have not had a single email about the refund request, and when I look at my order history it says "refund requested", nothing has been done so far and im starting to wonder if they are even going to look into it. It has been more than 48 hours so now im starting to get annoyed with this. Also, I nolonger can request a refund, so if this hasn't been looked into or for some reason didn't process, am I unable to refund the game?

dragon age inquisition
  • Anonymous's avatar
    Anonymous
    9 years ago

    Hi @jackstorm97,

    No worries, as detailed in the Great Game Guarantee Policy  you will receive your refund within 7 to 10 days if you meet the Great Game Guarantee refund requirements.

    Make sure you have followed the steps below:

    1. Visit the Request a Refund page of EA Help to see if your games are eligible for the Great Game Guarantee.
    2. Complete and submit the Refund Request Form.
    3. Check the status of your refund in your Order History on the order summary page. (Log in to origin.com, and select My Account and then Order History.)
      • If your refund does not appear in My Cases, and the processing time for your payment method has passed, contact us for further assistance.

6 Replies

  • Leora85's avatar
    Leora85
    Hero+
    9 years ago

    @jackstorm97 As it is the weekend, perhaps you should give it until Monday or Tuesday before worrying too much about the lack of response, it's possible they don't process these things on weekends (I could be wrong). If you still don't hear anything, or you don't want to wait, you will need to get in touch with EA, which you can do here. Phone and live chat options are only available at certain times/days, which vary by country (you can select your country using the menu in the upper right corner of the contact page. If your country isn't an option, we suggest selecting the UK, just be sure to take the time difference into account). The estimated wait time on the live chat tends to be unreliable until it gets under 4 minutes. If you're left waiting for live chat for an unreasonable amount of time, try a different browser, clearing your cache or disabling any browser extensions which could be interfering with the chat client. 

    A few questions that might be helpful to answer before contacting EA:

    Does the refund request appear in your 'My Cases'?

    Did you use a payment method which is eligible for refunds? (You should have been informed at checkout if your payment method wasn't eligible for refunds). 

  • Anonymous's avatar
    Anonymous
    9 years ago

    Hi @jackstorm97,

    No worries, as detailed in the Great Game Guarantee Policy  you will receive your refund within 7 to 10 days if you meet the Great Game Guarantee refund requirements.

    Make sure you have followed the steps below:

    1. Visit the Request a Refund page of EA Help to see if your games are eligible for the Great Game Guarantee.
    2. Complete and submit the Refund Request Form.
    3. Check the status of your refund in your Order History on the order summary page. (Log in to origin.com, and select My Account and then Order History.)
      • If your refund does not appear in My Cases, and the processing time for your payment method has passed, contact us for further assistance.
  • Anonymous's avatar
    Anonymous
    9 years ago

    @EA_Zoe Okay I thought it would be fine but apparently not, Still nothing, no e-mails, no money transfers. Tried the support chat about 7 times but all it does is say its trying to connect me to someone in a seperate window and never finds anyone. Left it a few times for about half an hour and still nothing. What should I do? Also it never appeared in my cases, always had it saying that page doesn't exist.

  • Anonymous's avatar
    Anonymous
    9 years ago

    Hi @jackstorm97,

    I would recommend to contact them over the phone tomorrow.

    The Advisors are available to take your call Monday to Saturday, between the hours of 9:00 a.m. and 9:00 p.m. GMT.*

    If you are in the UK, you can dial 0203 014 1818 and if you are outside the UK calling internationally, the number is +44 203 014 1818. If you are in the Republic of Ireland, you can dial +353 91 423786. Depending on your location or network policies, telephone charges may apply. You may be charged when calling from a mobile phone. This number may not be accessible from some mobile network providers. For more information, contact your network provider.

    They will help you with this situation.

  • Anonymous's avatar
    Anonymous
    9 years ago

    Okay thank you.

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