Refunds
Bonus Round: 100 points for each correct answer:
These are refund reason codes you can use.
- No longer wants content/change of mind
- Subscription Cancellation (from purchase)
- Forgot to Cancel subscription
- Accidental transaction/Purchased incorrect content
- Pre-Order Cancellation
- Child Spending
- Multiple charges
- Backwards Compatibility
- Unauthorised Transaction (fraud)
- Failed download/playback/stream
- VR Discomfort
This symbol will display in the Account Management tool transactions if a game is pre-ordered. (Describe it)
Blue Circle with a white "P".
If a Player asks for a refund for PlayStation Plus recurring fee, according to our PS Store Cancellation Policy, we do not offer this.
We do not offer a refund.
Bonus Round: 100 points for each correct answer:
These are the steps in the Process called "Digital Game Launches with Blank Screen".
- Check Calypso for known issues
- Locate account
- Check Play Duration
- Check for TS done
- Ask for error codes
- Update the Game
- Update System Software
- Logged into correct account and Restore Default Settings
- Delete and redownload the game using wired connection
- Delete and redownload the game using different connection
- Check if other users have same problem
- Download on different console (if applicable)
- Check if only happens online
- Check eligibility for a refund
- Escalate
This is where we and our Players find our PS Store Cancellation Policy.
On the PlayStation Website.
The Pre-Order has to have this condition, if we are to be able to refund it.
Not been released yet.
This is what we can offer a Player that asks for a refund for PlayStation Plus recurring fee. (In some situations)
Good-Will-Gesture(GWG)
This is what I would do if all troubleshooting has been attempted, and the game still doesn't work.
Escalate the case, with a good Escalation template.
If the Player has done this with the game, we cannot give a refund.
Downloaded the game.
The In-Game Entitlements have to have this condition, if we are to be able to refund it.
There has to be "uses remaining" in Entitlements.
This is what we will find in the Account Management tool, if a Subscription was a normal purchase.
Platform column has either: PS4, PS5, Web Store or Any other Console.
This is what I would explain a player, if a patch was expected to come from the Publisher, and they had a faulty game.
Please wait for the patch to be released and install it.
Within this period we can accept a refund request.
14 days
This happens if the player purchased In-Game Consumables during gameplay.
They will be delivered immediately, so they will not be able to cancel the purchase.
This is what we will find in the Account Management tool, if a Subscription was billed as a recurring fee.
Platform column has Unknown.
This is what I would NOT do, if a Player asked for a refund for a game that kept crashing.
I would not give him a refund and would not decline his refund request.
This is where we go in the Account Management tool to find out if a PS4 game has been downloaded.
Trophies
Who is never able to solve a refund request for In-Game Entitlements, and we should not refer to them.
The publisher of the game, cannot refund anything, since the Player purchased the product from us.
This is the reason code we would set in the Account Management tool, in case we give a refund for a PlayStation Plus recurring fee.
Forgot to Cancel Subscription
PlayStation has this legal responsibility as a retailer, when it comes to content sold on the PlayStation Store.
Make sure it is functional and not faulty.