Does itch have any built-in support for refunds like Steam does?
Thanks, just the information I needed. I'd forgotten about the refunds section on the TOS.
I just bought a tool and its just bad and near unusuable. Ratings are disabled and there is no way to give the developer feedback (no forum and no comments). Its not in the refund / support page you provided. Maybe I'm trying to refund it too quick, but I knew within two minutes it wasn't what I thought it was.
Send us an email from our support page with your purchase information and we can arrange the refund. Thanks
Thanks Leaf. I sent an email. While I'm here I might as well ask... there's one tool I can't seem to purchase. PayPal always refuses the transaction and tells me "We can't process your payment right now, so please try again later. We're sorry for the inconvenience."
Its been a few weeks of trying. I've also asked the developer for assistance via Twitter, but never had a response. Chances are these are all red flags, but I thought I'd ask you.
Here is the tool:
That seller is using our old "direct payments mode" with PayPal, which restricts purchase to however their account is configured. I can reach out to them to see if they'd like to switch to our new mode.
I would like to humbly request that you PLEASE think seriously about some kind of official refund policy. I would love to support this service instead of Steam, but Steam has official, and mostly-guaranteed rules for refunds, which is extremely nice when you decide to take a chance on a game you're not sure about (which tends to be most indie games). My suggestion would be a light, optional client. If the user chooses to purchase it DRM-free, they wouldn't have the same refund options. Anyway, please consider it, because there are a lot of people who continue to purchase on Steam for this one reason. Thanks for the great service!
Since we don't have DRM (and never will), we can't provide an automated solution like Steam. That said, we very rarely block refunds. We would only block them if there's something suspicious going on, or the buyer is clearly trying to rip off the developers off.
Our official refund policy is here: https://itch.io/docs/legal/terms#9-refunds
From the other side of things, I'd really like a way for developers to initiate a refund without going through support. It's a bit awkward to have to tell a customer that I've requested they be refunded but I don't know when it will actually happen. Plus it seems like it's just creating more work for support. I understand if there are fraud prevention concerns but maybe there could be some sort of rule in place (e.g. for every 20 copies you sell you can do 1 automatic refund, past that they get manually reviewed).
Something we definitely need to add! We'll likely make it work like you described, automatic until some limits or conditions are hit.
If you've sent an email to our support team (from this page) then you can generally expect a response within a day. More complicated issues may require some time. Thanks