Update - December 14
We appreciate your patience while we sort out what's been happening with refunds for users that purchased The Walking Dead: Betrayal through Steam.
We are aware that a large portion of users have had their refund requests denied based on their purchase date exceeding two weeks. All users that purchased the game are eligible for a refund, and we've been working with Steam to identify what's been going wrong in the process.
While some users have reported having their refund requests re-opened and accepted, many have still not been able to submit successfully. The following is updated guidance on how to submit your request:
If you purchased the game directly through Steam, and have NOT submitted a refund request since December 12...
- Follow this support article to submit your refund request to Steam: https://help.steampowered.com/en/faqs/view/784C-923B-A4A1-C825
- Please wait to receive a response to your request before continuing to the next section. If your request is accepted, you do not need to do anything else.
If you purchased the game directly through Steam, and have had a refund request DENIED since December 12...
- Obtain your transaction ID by navigating to https://store.steampowered.com/account/history/, locating your "The Walking Dead: Betrayal" purchase, clicking on it, and copying the Transaction ID number near the top of the page.
- Submit a ticket to Skybound support at https://help.skybound.com/support/tickets/new. Please inform our support team that you are attempting to refund your The Walking Dead: Betrayal purchase and provide them the transaction ID that you copied in the previous step.
- We will then manually submit your transaction to Steam to be refunded. Our support team is not notified when the refund is complete and aren't able to check on its status once submitted.
- This process typically takes around 3 business days to complete, but could be prolonged as the Steam support team is dealing with a large influx of requests currently. Please be patient and reach back out to us if you don't see the refund completed within a week.
If you purchased the game from a third-party retailer outside of Steam...
- Please contact the customer support of the retailer you purchased through to request your refund.
Further information on the status of The Walking Dead: Betrayal can be found in our recent development update: https://steamcommunity.com/games/1877320/announcements/detail/3893988141066762246
