Was looking through the refund related threads and didn’t find one that’s quite like my case.
Here is the story. I sell a gamepass that gives access to several civilizations with their own advantages and disadvantages. Two of them fundamentally broke the design of the game and ruined the experience, and dozens of people informed me of this. I looked into it and found that their claims were valid. So I nerfed it to be more balanced.
Now I have two people who bought the gamepass asking for a refund because what they purchased is not exactly the same as it was when they bought it. What I’m doing now is trying to work with them to find some kind of compromise because I understand where they’re coming from, but still, even in that case, it still won’t be exactly the same as it was. If they’re still not satisfied, should I issue a refund? Am I required to? Should I just direct them to the Roblox customer support form so they can try to get the refund through an official channel?
Don’t refund them. Gamepasses are subject to change - that’s part of what you accept when you buy them. If only two people are asking for refund, then frankly ignore them. They bought it.
That sounds harsh😂 I don’t mean it to be. The blame falls both ways here - you changed it, but they bought it. Just add a disclaimer saying they are subject to change
Is it even possible to refund anything yourself? I’m certain that you must contact support or something to get a refund for a gamepass.
Anyways, you shouldn’t revert the gamepass since it’s much better to nerf it if it ruins the experience. Tell the people that want a refund to contact support because it (probably) isn’t possible to refund something yourself.
Here’s a plan: Try observing the gameplay if those features on gamepasses are underwhelmingly underpowered compared to a different one. If despite the playstyle is used to its fullest extent of advantages, buff it back subtly to something that is nearly paralleled in base and ceiling, that the adaptation to the playstyle will be the decisive factor.
It’s in good faith to give players exactly what they purchased for. Balancing out the game isn’t invalidating their purchase, they still got what they paid for and can use it as long as they own the pass. You are not required to issue a refund here and their complaints likewise seem fairly invalid.
Your game sounds like there’s an equal amount of balance and imbalance amongst factions and you have to find the right play style or meta to be really good at the game, but you had an unexpected issue where two factions ended up unintentionally more powerful than the rest, so you corrected that to get balance back in your game. Not your problem.
Players bought that pass, found this unintentional issue, you fixed it. Exactly what entitles them to a refund here? Only thing I see is complaints about not being able to leverage a balance issue.