Support Policy on Accidental Purchases

Community Technical Support Gaijin.net Store, Gaijin Market, Merch Shop,Forum
1

Dear community,

I am reaching out to share my recent experience with the support team regarding an issue that I believe needs broader discussion. I hope to gain some insights or support from fellow players who might have faced similar situations.

The Situation:

  • I accidentally purchased a 7th crew slot in the Israeli tech tree for 500 Golden Eagles while trying to assign a vehicle. The interface did not provide a clear option to cancel or prevent the purchase.
  • Upon realizing the error, the vehicle was automatically assigned to the slot. However, I did not use this crew in any battles.

Actions Taken:

  1. Immediately after the accidental purchase, I opened a ticket with support to request a refund and cancellation of the crew slot.
  2. Despite providing evidence, such as screenshots showing the unused status of the crew (zero experience, default level), my request was denied multiple times.
  3. The support team stated that the crew slot was “used” because a vehicle was assigned, even though this was done automatically during the purchase process.

My Arguments:

  • The purchase was unintentional, caused by an unclear interface that tied the crew slot purchase directly to vehicle assignment.
  • No battles were conducted using this crew slot, as confirmed by the screenshots.
  • I reported the issue immediately after the mistake occurred, showing my intent to resolve it fairly and transparently.
  • The refusal to consider refunds or rollbacks, even in cases like this, feels overly rigid and not aligned with good customer support practices.

Questions for the Community:

  1. Have you encountered similar issues where accidental purchases were tied to interface design?
  2. Were you able to resolve such issues with support, and if so, how?
  3. Do you think the policy of “no refunds or rollbacks” in such cases is fair and justified?

Why This Matters:

Accidental purchases caused by unclear interfaces can negatively impact the player experience. A more flexible and understanding approach from support teams could help maintain trust and satisfaction within the community.

I would appreciate hearing your thoughts and experiences. Thank you for taking the time to read and engage with this issue.

Best regards,
Maxsson9

1 Like
2

Crew slots are not a refundable product likely from a game code perspective.

I’d just bite the bullet and utilize the 7th crew slot in time.

3

That’s a lot of writing effort for 500GE. 7 crew slots is good. I run 8 for most nations. Think of it as a happy accident.

1 Like
4

I get that extra crew slots are useful for some, but for me, 6 slots are enough since I only use 3-4 respawns max. This isn’t just about 500 GE—it’s about how there’s no option for rolling back accidental purchases, even when they’re unused and reported immediately.

It feels unfair that mistakes like this can’t be fixed, and that’s why I brought it up for discussion.

5

Those are rookie numbers. But that isn’t the main point in having more slots. Most games you won’t be using anymore than 1-3. The extra slots let you bring options. Adds flexibility to your line-up. Some vehicles are very situational depending on the map and the circumstances occurring during the battle. Having that flexibility, and the slot space for multiple air and helicopter options is a winner, in my book.

As for your accident. You were prompted with a confirmation message when you clicked on the slot. At the end of the day, we each have to be accountable for our actions. Be thankful it was 500GE. I recently lost $800 to a crypto scam because I wasn’t thinking and didn’t read something properly before clicking.

6

Crew slots are refundable as long as you don’t assign/train any vehicle in that slot.

@Maxsson9 Unfortunately you assigned a vehicle, therefore you lost the requirement to opt for a refund.

1 Like
7

The assigned of the vehicle was along with the purchase of the crew/slot. I didn’t buy the slot separately.
You mean if I bought the slot without assigning, a refund would be possible?

8

Yes, i had a similar experience in 2023 while i was grinding Japan and i accidentally bought the first GE slot, though i never assigned any vehicle to said crew slot. I asked a refund immediately and, despite the reminder to be careful by the employee, my refund was accepted.

9

Trust me when i say this, it is posible since i have seen what they can do on accounts for tournaments

10
  1. they CANT refund that even if they wanted to as they can only refund things bought with real money (or if its a veichal GE that’s the only GE situation they can refund)
  2. BS, yes it does give you a confirmation pop up before you purchase a crew slot so yes you did give you a clear chance to cancle.
11

Is that in both ways that it can be purchased though?

From the hangar you can buy one in that way, but if you’ve just bought another vehicle and you’re in that ‘assign crew’ stage, does it popup when you go through that way?

12

does that when purchased with GE or SL

1 Like
13

It’s about the entry point of that dialogue, does it pop up when you are in the screen after you’ve bought a vehicle, and you’re picking the slot, compared to when it asks you in the hangar…

I’d question if it does, and I’d hardly want to try it currently as I have 6 slots on all nations.

14

it has the popup no matter what its a confirmation that says IIRC “purchase crew slot for xxxxxxxx GE/SL?” and in fact if you try to put something in an repurchased crew slot It actually has 2 popups asking the above as well as the train crew on this slot before that one pops up IIRC