r/AshesofCreation • u/Okupa070CA • Jul 16 '26
Ashes of Creation MMO Xsolla Refund
Hello Everyone,
6 months ago (around mid February) I started the process to have Xsolla refund the funds I paid for my AoC bundle (https://www.reddit.com/r/AshesofCreation/s/i1MGjoxMlb).
I'm happy to report that today I finally received my money back. For more insights see my original post from February in this subreddit.
Cheers,
A.
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u/TwistedConsciousness Jul 16 '26
I wonder how that even works? Like where they get the money from. I have probably 50 transactions with them for AoC hmmm.
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u/LA_Rym Jul 16 '26
Spawned out of thin air while the aoc account goes in the negative.
Digital money is basically infinite. We just keep a ratio good enough for the perceived value to stay normal.
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u/Okupa070CA Jul 16 '26
No clue. I had just the one transaction
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u/TwistedConsciousness Jul 16 '26
Well happy for you! Think ill give it a try at some point here. How did you go about asking? What was your opening to start the convo?
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u/Okupa070CA Jul 16 '26 edited Jul 16 '26
I basically wrote them an e-mail and then proceeded to chase them every couple of weeks for an update. On my last e-mail I also bcc all the top management that I could find an e-mail for.
I also contacted my Bank and after a lengthy investigation they had agreed to do a chargeback. I communicated that fact to Xsolla as well.
Take a look at my original post https://www.reddit.com/r/AshesofCreation/s/i1MGjoxMlb for a template of my initial e-mail. Its on the last replies.
Cheers,
A.1
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u/Meekin93 Jul 16 '26
Honestly how do you find your records from that far back? I did it through paypal and mine doesnt go back that far.
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u/Okupa070CA Jul 16 '26
I had kept the original transaction e-mail confirmation from Xsolla
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u/Meekin93 Jul 16 '26
big sad, i just went through my email not to long ago and cleared out a lot of shit.
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u/Okupa070CA Jul 16 '26
:(
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u/Meekin93 Jul 16 '26 edited Jul 16 '26
YOOOOO, outlook still had all the emails backed up and found them all.
My refund is now being reviewed and will hear back within 5 days. Let us pray
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u/225x10 Jul 20 '26
You purchased via PayPal and they are reviewing? Are you in the U. S.? Best of luck and please update the outcome.
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u/Kuthian-9 Jul 16 '26
I preordered in 2019, then added more to my bundle a couple years later, all through the Intrepid Studios website. Is there a way I can request a refund the same way you did?
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u/Okupa070CA Jul 17 '26
I don't know. You need to find out who they used as 'merchant of record'. It should be in the e-mail confirmation you received when you made the payments. In my case it was Xsolla.
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u/griffo00 Jul 17 '26
I got the braver of worlds through Kickstarter way back when. I’m screwed 😕
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u/lostwolf128 Jul 18 '26
I did the kickstarter as well but only did the $50 o $60 one. I wish I could get a refund but that is the risk with Kickstarters.
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u/PatReady Jul 16 '26
I wish Steam would look at more then how many hours I left the launcher on for.
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u/ZacTheBlob Jul 18 '26
Hey, this just popped up in my feed.
I submitted my request at about the same time as you and haven't heard from them. Were you in regular contact with them or did they suddenly issue the refund 6 months later unprompted?
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u/Okupa070CA Jul 18 '26
No. I sent chasers regularly. On the last one I bcc all their execs I could find an email for. I also had contacted my bank and they had agreed in principle to do a charge back after a lengthy investigation. I made Xsolla aware of that.
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u/ZacTheBlob Jul 18 '26
Ah, this explains why they did it then. I didn't bother sending chasers, my bank all but laughed in my face when I attempted to chargeback a transaction from 2021. I'm glad this worked out for you.
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u/djulioo Jul 19 '26
I'm happy to see you got refunded finally! I remember we chatted a bit about it as I had rewd your initial post while sitting in the same boat. I'm hoping to get a refund as well soon 😁
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u/Okupa070CA Jul 20 '26
All the best mate! They took their sweet time but it came through at the end.
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u/Ippomasters Jul 20 '26
I'm so glad i got a refund before it hit steam early access. I just didn't have time at the time to play. I do have 1k spent on star citizen though.
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u/Okupa070CA Jul 21 '26
1k!!! Damn. That is a lot. The most I have ever spent on a game was this AoC bundle
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u/ImpulsePie 23d ago edited 23d ago
Very glad for you, OP. 6 months of following up on my refund request for me, still nothing. Support keep fobbing me off saying the request is still with the refund managers. Ridiculous, no decision like this takes 6 months, it's clear they are stalling in the hopes that I just give up. Latest email received today:
"Hello
Our refund managers will take a thorough look and reach out to the email tied to your account once a decision has been made — this process can take some time, so we appreciate your patience.
In the meantime, if you have any other questions, kindly let us know. Xsolla Customer Service Agent"
They've basically said the same thing 3 or 4 times over the 6 months now, and nothing ever happens. No path for escalation (even when requested), they just instantly close the ticket as "solved", when it is clearly not.
I will keep persisting and not accepting their empty responses!
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u/Okupa070CA 23d ago
Yeah keep at it. Also what I did was a search of all their current management team and I starting cc'ing them in my e-mails
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u/ImpulsePie 22d ago
IT CAME THROUGH, I GOT MY REFUND!!! 😄 🚀 thanks for your tips, they worked in the end!
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u/Corrosivelmb 18d ago
Today, I got my refund too! I backed the game in October 2019. I contacted Xsolla about 5 months ago asking for a refund and completely forgot about it. Then today, I got an email from PayPal saying my refund had gone through!
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u/DevaFrog 18d ago
Just got my refund, been in contact twice and took about a week.
Bought in early 2021.
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u/blisstonia Jul 16 '26
what exactly did you tell them?
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u/Okupa070CA Jul 17 '26
Take a look at my original post. in one of the comments I added the template of the e-mail I sent them (https://www.reddit.com/r/AshesofCreation/s/i1MGjoxMlb)
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u/Carrion_Destiny Jul 18 '26
How did you start this process? I also purchased in 2021
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u/Okupa070CA Jul 20 '26
Take a look at my original post. in one of the comments I added the template of the e-mail I sent them (https://www.reddit.com/r/AshesofCreation/s/i1MGjoxMlb)
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u/Lanhai Jul 19 '26
Okay but like what do I actually do to get a refund now that it worked for you I bought the exact same pack as you and have the email but I don't want to go through sending fifty million emails to executives.
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u/Okupa070CA Jul 20 '26
You need to put a bit of work to get your money back otherwise I don't really know how you can think you are going to get anything back. Its not going to happen unless you put some effort in to it.
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u/No-Criticism1250 Jul 17 '26
I think this is shitty. Did you play the game at all? If you did then ya, kinda shitty you asked for a refund.
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u/Zanriic Jul 17 '26
If you pay for a two week trip and the company cancels your whole itinerary on day 2, would you not expect a refund?
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u/No-Criticism1250 Jul 17 '26
That’s a red herring at best. The T&Cs during that time as well as the lead developer(Steven) said don’t buy this game
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u/Okupa070CA Jul 17 '26
I paid for a product that was marketed with specific expectations, and the developer failed to deliver a viable game. Playing it doesn’t eliminate my right to request a refund.
Xsolla reviewed the request and approved the refund. You’re entitled to your opinion, but I don’t feel guilty for holding a business accountable for what it sold.
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u/No-Criticism1250 Jul 17 '26
Yea the expectation was access to Alpha/Beta and if it makes it to live then live. If the company goes bankrupt that is buyer/beware. Not to mention if you had any amount of time in the game then you did Arguably get your time.
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u/Okupa070CA Jul 17 '26
A lot of assumptions there. At the end what matters is that what I paid for was not delivered. End of the story.
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u/theblazedace Jul 28 '26
Oh fuck off
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u/No-Criticism1250 Jul 28 '26
Because your morals are bad doesn’t mean everyone’s is nor should they be accepted.
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u/theblazedace Jul 28 '26
I’m genuinely curious on why you think that attempting to get a refund for something that we were all scammed for means that we have low morals.
In fact honestly if Xsolla his is issuing these refunds, to me, it shows that that business has a high level of morals for doing the right thing by providing refunds for payments that they facilitated which ultimately resulted in people being scammed. They certainly did not have to provide refunds but it seems like they are doing so because they know that it is the morally right thing to do.
I’m not issuing a charge back, I’m not stealing the money back, I’m sending a refund request and I’m allowing the company to decide what to do with it. If they choose not to refund me I’m not going to cry about it. So please explain why my morals are low because Im requesting a refund?
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u/No-Criticism1250 Jul 28 '26
For one, the terms and conditions did not guarantee a final product. It granted a temporary right to access. It purchased “early access”. They also retained the right to alter, pause, or permanently shut down servers and services at any time without liability.
So basically making up reasons to get your refund is lying and stealing. You got what you paid for whether you like it or not. Now the most recent purchasers of the product I can sympathize with but anyone that had the game longer than the steam debut is just morally bankrupt.
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u/theblazedace Jul 28 '26
I see your point. But I also don’t see anything morally wrong which is asking a company for a refund, which they can certainly say no to based on those terms and conditions.
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u/No-Criticism1250 Jul 28 '26
Thanks and ya I guess my core value is around integrity and doing the right thing no matter if someone is watching or not. Here someone is bragging about doing something that is wrong and then bragging about it, if they actually did get a refund.
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u/theblazedace Jul 28 '26
I actually feel the same exact way about morality as you. I think it just comes down to personal perspective. To me, if I owned a company that facilitated payments for a business that ultimately ended up doing a rug pull from people, I would believe that the right thing to do would be to give those people their money back. Even if some contract out there said that they weren’t guaranteed a final product, I think the unique circumstances matter.
The product wasn’t not finished based on good faith errors or mistakes. It wasn’t finished due to underhanded and illicit behavior of the owner of the company.
If I owned a high profiting payment processing company such as Xsolla and could afford to take the financial hit, I would say give people their refunds, because to me, it’s the right thing to do.
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u/BChogfather Jul 16 '26
Sounds like a lot or hassle for $500
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u/Okupa070CA Jul 16 '26
If spending a little time to recover $500 sounds like “too much hassle,” you’re welcome to send me $500 anytime.
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u/n3rv Jul 16 '26
Email and wait? Sure I’ll take 500.
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u/negativeonhand Jul 16 '26
When was the original transaction? I bought AoC bundles in 2020/2021 and I’m not too sure if they can be refunded. I wasted like $500 on this scam.