I have been asking for the return of the purchase # b9affd6516a9 from the corresponding form on their website for weeks and I do not receive any response. Who do I have to contact to hear me?

Try to PM an employee blue in the attached list if you think it's been too long:

https://www.gog.com/forum/general/forum_regulations

Otherwise, you'll just have to wait; I've never requested a refund from GoG before (I can generally get everything to work, and even if there's a problem, it's been with stuff I only spent a few dollars on), but I've heard that support can get quite overwhelmed (I'd imagine it's worse at the moment because people are playing more games in Corona-lockdown)

Thanks

There is definitely no way, I think I have tried everything.
I have tried to contact by the purchase return form.
I have tried to contact using the technical support form.
Post a message in the forum.

I have been trying for three weeks to return a purchase as detailed in the footer of each game:
*** "Safety and satisfaction. Stellar support 24/7 and full refunds up to 30 days." ***
Is a lie.
It is not for money, it is for dignity. They don't even deign to answer.

The truth is that the image I had of GoG has fallen to the ground.
I thought Gog was an exemplary company, his non-DRM philosophy inspired confidence in me, it was hard to see reality.

Support is very slow at the moment, there is a pandemic ongoing! You got a confirmation that your ticket has been put in, on that it actually says it will take a while to get too. Check the automated response and reply to it to follow up and see how it’s going.

0. Check if you have extensions that can disturb the support form. If you're abusing in you language they might not even bother to answer you.

1. It all depends on what reasons you ask a refund for, and refusing to work with Support will give you nothing.

2. Weeks of waiting isn't unusual right now, you just have to be patient.

3. It's not a lie, you can still get a refund even after months of waiting depending on the circumstances.

4. Did you try to contact one of the blues? (not the community ones, they are just for the forum).

5. Sadly, no, GOG isn't active on this forum themselves. Why would you ever believe that? GOG isn't GOD. Every company that has a support department can and will have trouble at some point, and get swamped due to unforeseen circumstances.

Hi nightcraw1er.488,

I have not received any response, not even the typical one for your request is ongoing.

Best Regards.

Josep.

Thanks for your help Sanscript,

0.- I have tried it with different internet browsers. I don't have native English but if you understood me, I don't see why they won't understand me.
1.- according to the text of the web "" Safety and satisfaction. Stellar support 24/7 and full refunds up to 30 days. "The reasons should not matter in the purchase return.
2.- I have been waiting for more than a month.
3.- I hope so.
4.- the privacy policies of the GoG forums do not allow me to send private messages to "the blue ones"
5.- I don't understand it.

I don't think GoG is God, but his attention or better said, his NO attention after so long has disappointed me a lot.

Best Regards.

Josep.

I've been waiting about two - three weeks on a return request as well, I can't remember since I accidently deleted the e-mail and can no longer access my ticket.

I think they may have a massive support ticket backlog due to combination of covid delays and ongoing issues with purchase failures that are taking precidence over return requests.

I think it was pretty irrresponsible of GOG management to implement that new return policy and basically dump it on their support team without some kind of self-serve system in place. Such as that one auto-refunds to wallet based on certain criteria (has the game been downloaded, how many returns has the customer made recently, etc), and if it fails that critera gets forwarded to a support member for review.

I applied for refund (to GOG Wallet) last Sunday and received wallet funds about 7 hours later. I received two automated email responses from support: "Request received", and a moment later "Follow-up to your ticket" (record-high ticket volumes, links to GOG Support articles ...).
I had to add a reply to my ticket to change its status from awaiting my response to "open".

I didn't want to add yet another ticket to their backlog, but perhaps i'll make another one and put refund to wallet in the title.

[EDIT]

I see what you mean now with the follow-up email. I'm not sure I received that before, or maybe I didn't fully read it if I did. Thanks, now that the new ticket is open I hope they get to it when they can.

There's a dev trying to get in touch with you guys, is there an email or some other way to contact I can give him that's likely to get a relatively quick response?

Exactly what i was thinking after i read this post.... joined 2014 and sofar i had no problems that weren't solved . :D
I understand that some users , maybe newly joined members might fear that things will take longer then expected and the 30 days period might pass.

I trust that GOG will take that into account and will solve the problems and that because of the current things going on the 30 day period will be extended.

Anyway, many users are still here, and like i mentioned before, i had no problems with GOG sofar, and i'm very satisfied with the service and yes during this period things are slower then normal but i am sure they will fix it.
oh almost forgot: everyone is having difficulties, my free mail also mentioned about slowness because of the covid 19 so its slower but they are still working.

Turns out there was some confusion on my part, the support ticket was automatically flagged as waiting for reply. And either I didn't receive the follow-up email or didn't read it fully because i was distracted (probably the latter). Then I cleaned out my inbox at some point and lost access to the ticket.

I made a new ticket, replied to it as per the follow-up and it was already taken care of.