Over the last few days, I have received MULTIPLE reports of users being charged 2-3 times when creating a private server. This has caused substantial issues for us as support has told these users that they are not able to refund them and that they have to contact us. As a result, we are losing out on revenue from Roblox taxes in order to reimburse these users.
I do not know how to reproduce this issue, I am under the impression that it happens when purchasing a brand new private server.
We have identified the issue and are working on some fixes to hopefully prevent this bug from occurring in the future. We’ll update this thread when those are complete.
In the meantime, if you do receive any of these reports from users please redirect them back to our customer support. We’ve clarified with the customer support team that we are responsible for handling refunds for this situation. Hopefully there’s no more confusion but feel free to cite this reply if there is!
I understand how that would be frustrating - I’ve followed up with customer support again on this situation.
Separately, we’ve made a small fix to prevent these automatic duplicate purchases from happening. Going forward this shouldn’t be happening - please let us know if this is not the case.
