Hi Bitshift, its me from a week or two ago, I was asking for a refund for an impulsive purchase. I just want to check something. I did get a reply back from support, but they are saying that I downloaded this game 8 seperate times, which I find hard to believe. Is there anyway you can help me figure out what happened?
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Unfortunately there's not a lot I can do. Due to some changes Itch made recently, I as a seller here now have no way to identify a specific purchase: I can really only see date and country. This is great for privacy, but means I don't really have any power to help with things like this. The most I can do is give my blessing to a refund request when/if Itch decides to CC me on the email, but I haven't seen yours in my box yet.
So, Itch isn't going to let me get a refund because their system tells them that I downloaded the same file 8 times, which doesn't make sense, why would I download the same file that many times? This honestly felt like I got scammed. Not by you, I really do like your game and art, but by the people running the site. The ridiculous download amount claim, the fact you can't even look at the specific purchase, the long wait for support to respond, and the fact they're not even trying to reach out to you about the refund.
Sorry, I don't mean to complain, you didn't do anything wrong. It's just, this whole thing just makes me so upset.
Yes, Itch can be frustrating to work with at times, and I'm sorry you haven't had more success. To be fair, to my knowledge they're operating with a fairly small crew, and charge creators VERY little for the use of their service, so to some degree it balances out, but I do wish they gave creators more direct control to make these decisions so it was OUR policy rather than theirs. Still, at least it was only a $10 purchase, and not say, $100 for Starfield :D. For what it's worth I'll reach out to them too, but I wouldn't hold my breath. I will correct myself too: while it is true emails are no longer shown on the purchase screen I used to check them on, it IS still possible to see them elsewhere, and to search purchases by username. So I can see your purchase, and that yes, according to their system you downloaded it eight times. That's not really material to me either way though: you could just as easily have been having trouble downloading, especially since they had CDN trouble recently. Regardless, I'll see if I can get a hold of them.