Sony’s new PSN refund policy is draconian, but it’s still better than Nintendo’s

Gotta be careful with April Fool’s Day announcements — most companies know just how to push gamers’ buttons and won’t hesitate to do so on the one day a year we’re all supposed to laugh it off. But Sony apparently wasn’t fooling when it quietly changed its refund policy yesterday. It was so difficult to tell because the rules, while mostly reasonable, come with two strict caveats.

[ThinkThink]

"But in order to be eligible for a refund, PlayStation gamers have to follow some pretty strict guidelines. Not only can they not play the game, but they can’t download or stream it either".

So you can return the game and get a refund within 14 days but only if you don't play it? How are you supposed to know if you like the game? If you do qualify for a refund, you can only get PS store credit. I mean, that's not a deal breaker but the fact that you can't even test out the game first to decide if you like it doesn't seem fair.

[Lexreborn2]

Isn’t that why most games have demos?

[Giblet_Head]

Use to be the case. Now it's a rarity.

[annoyedgamer]

I miss those days. Demos actually made me buy games.

[RauLeCreuset]

"So you can return the game and get a refund within 14 days but only if you don't play it?"

Incorrect.

"Digital content that you have started downloading, streaming and in-game consumables that have been delivered, are not eligible for a refund unless the content is faulty."

https://www.playstation.com...

You may still get a refund if "the content is faulty."

People are misreading and trying to make the policy change about something it is not. This is mainly for people looking to cancel a digital preorder. It's a refund policy, not a demo policy.

[JackBNimble]

Since when have you ever been able to get a refund on even a physical copy of a game that you just didn't like?
The only time I was ever given a refund on any game was when it was unopened.
So I don't get why people think they should be able to get refunds on digital games that are not broken just because they don't like them.
Sure if a game is buggy and broken refunds should be given, but people need to suck it up if they buy a game and it turns out they don't like it.

Research your games people.

[ChristopherJack]

I don't think the auto refund is based on whether you like the game or not. More along the lines of whether the purchase was intentional or not.

[JackBNimble]

I set my ps4 up so that when I buy digital I have to enter my password before the purchase actually completed.
I can never accidentally buy any digital game.

Edit.. I did see examples of buying the wrong digital products so I do understand your point. But I do stand by having to put your password in to confirm a purchase.

[rob-GP]

“How are you supposed to know if you like the game”... and here lies the problem with today’s generation, it’s full of entitled people who feel they can have everything for free and only pay for things they want to pay for...

Refunds for digital media have always been based on if the product is faulty. If you get the game but it is broke on release and is causing crashes or just won’t work, you get your money back. If you change your mind, you get your money back. if you play the game but ‘don’t like it’ then tough, the fact you don’t like it (in your opinion) doesn’t mean the game is broke or not as described, it’s just you don’t like it. That’s not a valid stance for a refund, it wouldn’t be in a real shop either.

Yeah, Steam and Xbox allow it but what happens there... people buy the games, do YT or twitch videos, or even reviews, then refund so they got the ad revenue for free. If a sole user, they use it as an entitled trial and won’t pay the developer if it’s a short game or they ‘don’t like it’ meaning the dev could go under or not make back the costs the game came with.

The PS refund is more than fair and meets legal standards in all countries. It’s nothing to do with being ‘fair’ for the entitled generation.

[ThinkThink]

I see your point, but I disagree. Nothing to do with entitlement. It's customer service. Some companies do it better than others. Example: Bed Bath and beyond will take any product back even after it has been opened and used if you're not happy with it. Maybe the commercial oversold it, maybe the person who recommended it to you was an idiot. The fact that I know I can take it back if it's crap, is comforting and it makes me want to give them my business. Same with sending back food at a restaurant, if it's disgusting. Hey, it sounded good. Like I said, it's not a deal breaker but If I'm purchasing a game that i'm iffy about and have to option to buy it from one place that gives me 2 hours to try it first, I'll go with that over an all sales final unless it's broken policy.

[Neonridr]

AND if you don't download it either. Basically if you buy something on the PSN, wait 24 hours to download it. That way if you decide you made a mistake you are eligible. If you are like me and download something the moment you purchase it, you are immediately screwed.

[sampsonon]

i don't think this has anything to do with them seeing if you like the game or not.
i think it's more of a "oops! i bought the wrong version of the game" or if you buy a game and you decide you wish you didn't because people are telling you it sucks.

i find it odd that people want to play a game and if they don't like it after a few hours they want their money back.
kind of like going to the movies, watching a half hour, and then saying to the manager " can we have our money back because we don't like the movie."
i would love to see the look on that managers face lol

[RauLeCreuset]

"i find it odd that people want to play a game and if they don't like it after a few hours they want their money back.
kind of like going to the movies, watching a half hour, and then saying to the manager 'can we have our money back because we don't like the movie.'"

I'd be cool with that as a consumer, but wouldn't make a stink about it if the theater didn't allow it.

[ThinkThink]

Ummm, your movie theater scenario happens all the time. Just talk to anyone that's ever worked at a theater. Theater chains have a policy in place where if you're not happy with the movie, you can walk to the ticket counter and get a free ticket to see another movie. You just can't finish the whole movie.

[septemberindecember]

I haven’t tried getting a refund through Nintendo, but getting s refund through Sony was like pulling teeth originally.

Purchased MGS2 accidentally instead of MGS collection a week ago. Spoke with someone. They said that since I’d had a refund two years ago I wasn’t eligible. Tried again after this news broke and they were able to refund me. Store credit, but it’s something! Glad they changed their policy.

[IanTH]

Because you had a single refund 2 years ago, that made you ineligible? That is the most absurd reasoning I've ever heard. Another example that speaks to buying physical when the option is available, or avoiding digital preorders at the very least.

They'd likely get more full priced sales if they allowed for returns. Instead, people like me just wait for prices to drop. If they want to make demos again, that's one thing. But with no demos and no refund policy, I tend to avoid games at launch/full price. If I don't like a game after reading reviews and grabbing it for $20, no big deal. And by that point, issues tend to be fixed. Silly to pay less for a better product, but that's how they've built their industry.

I guess they have the stats to back up why they do what they do, though...

[septemberindecember]

Yeah, my only other refund was for the dlc for the last of us. I didn’t know that the remastered edition came with the left behind dlc already. They refunded it, but it took a week because they had to investigate.

The one I got after this policy went into effect was way smoother though. Took 15 minutes.

[wonderfulmonkeyman]

Nice deflection, there.
Why not just say the truth; both companies' refund policies suck, and are in need of improvements.
Don't pull the "but at least" card; just say that they both need to change and be done with it.

[King_Noctis]

You are right. Both sucks when it comes to refund policy.

Comparing PSN to the eShop just to downplay it still doesn’t make the PSN refund policy any better.

[badz149]

it is better though. what are you talking about?

[OneEyedSteve]

This isn't new... The 14 day refund policy has been there for years! Over the years ive got about 8 refunds, 3 were Sleeping Dogs, Grid Autosport and Dragon Age Origins that i bought and a few days later they were announced to be on ps plus so i got them refunded.

[motorsport71]

I got a $15 voucher after I bought Shadow of the Tomb Raider full price and it went on sale for $45 two hours later.

[PowerOfTheCloud]

Last year I contacted customer support after i accidently bought a battlefield 1 season pass for 50 Euros. They told me if I didn't start the game it would be no problem to get a refund, so they added 50euros to my psn credit. Don't know if things would have been different if it had been a full game though.

[DanielEndurance]

I can't be the only one, so...

dra·co·ni·an
/drəˈkōnēən/
adjective
(of laws or their application) excessively harsh and severe.

[Razzer]

I was about to about to post the same thing. And...

"Please be sure to read the game descriptions and check out the screen shots available through the Nintendo eShop before making purchases. Parental controls can be set on Nintendo systems that allow parents to set restrictions on Nintendo eShop purchases if applicable. In addition, many websites make reviews available of games which you can use to make your purchasing decisions."

"Oof, that is more than a little condescending."

How is that condescending again?

con·de·scend·i ng
/ˌkändəˈsendiNG/
adjective
having or showing a feeling of patronizing superiority.

[rainslacker]

Thing is, its actually less draconian than it was before. Although their refund policy for pre-orders was always that you could get this refund if you hadn't downloaded it yet.

[JesusBuiltmyHotrod]

Nintendo is constantly the most anti-consumer gaming company, but because they make cute , kiddie games and are Nintendo no one cares. Gross double standard.

[Italiano1234567]

Why we getting on Sony..Its every company. If u go in to a store and try to return it what happens it cant be opened or u wont get your money back.

[Bladesfist]

Maybe in the US, I don't see how that would jam with EU consumer protection rules.

It's actually illegal in my country to even make the statement "We do not issue refunds"

[Majin-vegeta]

You do know this also happens in retail right?If you buy it new and open you dont get your money back you just get a repalcement copy.

[ThinkThink]

Yes, that's one of the perks of buying digital. You don't get the case, the book or the disk but you have to pay the same price. That's the small trade off.

[Italiano1234567]

Most all companies policies suck when it comes to electronics and media ie best buy. Try to go in any store with an opened game cd or dvd. What are they gonna tell u.

[quent]

Nice strawman, so if someone else also does it it's ok

gj

[Destiny1080]

Twice I had to deal with Microsoft and twice they fixed my problem

Microsoft 2/10
Sony 0/10
Nintendo 0/10

[KratosKonundrum]

Nintendo and Microsoft need to step up. Great move by Sony once again.

[Khlydo]

LMAO Microsoft refund policy is better than Sony's by a mile.

[Bleucrunch]

Gamefly, Gamefly, Gamefly....Nuff said!!!

[Deathdeliverer]

To be honest, some of you guys are crazy as hell and I don’t know what you’re expecting. Marathon a game, beat it in a day, refund please. Sorry I don’t like it. You can’t do that when you buy a boxed game, why expect it with a digital one? I am perfectly fine with being able to refund a preorder because I have not “preordered” because I wasn’t 100% sold on a game. Knowing I can switch that money to something else before release is reassuring. Sounds like a lot of you guys need to start redboxing or GameFly.

[ThinkThink]

Nobody said anything about Marathoning a game and beating it in one day, only to return it. 1 or 2 hours would not hurt anyone. I would expect to do it for a digital game as a perk for having to pay the same price as a boxed copy. Those disks, cases, books all have costs, albeit small. Like 1-2 hours small..

[rob-GP]

Might want to clarify this is America only, EU have had this policy for years. Also, the entitled in here saying it’s ‘not fair’, grow up. The terms meet standard laws in the area and more than cover you if the hame is broke or faulty, or you change your mind. Refunding just because you ‘don’t like it’ isnt A valid excuse. Yeah, Steam and Xbox do that but it just hurts smaller indies and it builds an ‘entitled community’ who moan about everything.

Try buying a game in a store. Open it. Play it for a while. Then, go back and say you want your money back because ‘you don’t like it’ - see where they tell you to shove it...

[Bladesfist]

Ah that makes more sense, I was quite confused by how both their past and current policy wouldn't be in breach of EU law.

[Rachel_Alucard]

Every single time I've tried to get money back they've always used the words "As a measure of goodwill we will" Like it's my fault that I want my money back. Their service double charged me for PS+ and they gave me that line. I tried to get a refund on my BFV preoder and they said no, then I found out PSN had sent an e-mail 10 days prior out saying you could refund the game due to the delay, I tried calling back and this time mentioned the e-mail and suddenly it was ok. Again they used those same words like it was my fault. I got paid back in PSN wallet, what's worse is the wallet can't exceed $150. My friends get the same treatment and despise it. Their whole service is way behind everyone else. Not surprising since this is the same company who designed your PSN ID to be locked to your display name rather then some hidden numbers or other name.

[chris235]

what is a nintendo? and by the way it‘s much better to educate yourself about your purchases beforehand and don‘t rely on refunds. no company likes to give back money, so of course their refund system is not consumerfriendly.

[Neonridr]

is this how we deflect now?

"Well.. the policy is better than the competitions, so it must be ok... right?"