Beware If you don't receive your items

Feedback Corner
#1

If you don’t receive your items in game what ever you do, do NOT request a refund per the terms that your 3rd party platform has set up for things that happen such as this. Per Blue with ZERO warning or notice will in the coming days or weeks will suspend your account and violate your Consumer rights and take away everything and claim that they can’t give you access back. Furthermore they will block your Google or Apple account so that you can never access the game in any way again. Extremely unfair practice…

I did a purchase on 3/27 and never got the items but was charged. After I asked for a refund through Google cause that’s the only thing I knew I could do. I got refunded several days later, and not long after that my account was suspended.

Per blues terms clearly states: That if you purchase the game from a 3rd party platform example Google play your sole remedy is to request a refund from such platform and consistent with his policies the platform will refund the purchase price for the game to you.

Server 21
Acc name bkiser87
Team Level was 245
Guild Name one little sparks

#2

Terms of use of Perblue

You agree to not dispute or charge back any payments for purchases that have been SUCCESSFULLY credited to your account within the game or otherwise attempt to defraud perblue.
Should perblue receive notice of any payment disputes or charge backs for SUCCESSFULLY completed purchases which have already been credited to Your account, your account MAY be indefinitely suspended.

That said I want to highlight the words “successfully credited to your account” .
The player was banned because he asked for a refund by skipping Perblue and going directly to Google. I am pretty sure that if he knw he would go first to Perblue and there wouldn’t be any issue.

But still, since he didn’t receive the virtual goods he purchased but was still charged, then he didn’t violate the terms of use of Perblue and thus, the action of ban is violating the player’s consumer rights and the contract with Perblue.

Also, pay attention of the date of the purchase. I am pretty sure it was at the time that there were issues with the virtual goods. I was charged at that time 4 times for 1 purchase that I never received the virtual goods. The money were refunded automatically after a day or two.

Even if the whole thing is a honest mistake of the player Bkiser, then we can also use the words from the terms of use " your account MAY be suspended"
“May” ! Which implies that every similar situation should first be researched which I don’t believe happened and not being automatically banned.

We want to continue to play the game because we have created guilds, bonds and are having fun.
But the repeated lack of supporting our problems creates a very negative vibe and makes us feel insecure. We want to feel safe and that we can depend on the company that a lot of us pay to play.

I would be very happy if someone can check this case logically and give this man a chance to continue playing.
That will also give everyone else hope and appreciation.

Heart
Server 22

4 Likes
#3

In isolation it might seem unfair, but it’s been rather well publicised and discussed many, many, many times that we should never request a refund directly without first talking to PB support - for exactly this reason :man_shrugging:

3 Likes
#4

I understand and you are completely right.

But let’s stick to the case that you can’t ask for a refund for a completed purchase!

In this case, BKiser never received the virtual goods.
Thus, he isn’t violating the terms of use!

5 Likes
#5

In other cases I’ve seen of this, PB say that it does violate the terms because the items are still being processed, so if they were to eventually arrive then the player would technically have defrauded them

(yes, it’s a bit silly)

It can be appealed here, if the player has all the details and have not made any other refund requests - like ever - then they might have a chance to recover it

https://perblue.helpshift.com/hc/en/3-disney-heroes/contact-us/

2 Likes
#6

This isn’t right. I understand PB twist things but as the group that plays here we shouldn’t always fall victim to PerBlue

1 Like
#7

What you did is called a “chargeback” and with these we just get a list from Google/Apple for the chargebacks and it automatically will suspend, ban or give warnings for these in the system. I cannot go into more detail on how the suspensions, bans or warnings are given, but these are done once we receive this list DIRECTLY from Google/Apple.

Your account would only have been on that list if a purchase did in fact go through on their end. As mentioned by other players here if you feel you made a purchase and it did not go through properly on our end you need to contact US not Google/Apple as all they will do is chargeback the purchase where we can check in our system if you received a technical error.

Unfortunately, once a chargeback is done you may get banned from making purchases on Google Play Store or Apple as well and we have absolutely no control over that. We also may not be able to reinstate your account.

2 Likes
#8

He waited for a while though. And support says they request players to wait 24h before taking further steps.

This never happened. If Perblue would in fact have sent him this message explaining beforehand to reach out to you if things didn’t work out, none of this would’ve happened…

1 Like
#9

Does that mean that “you” will really try to check and help this case, or not?

Also, the automatically ban/suspend but no way to to reinstate an account is really weird!
Perblue did a great work once when they took back and replaced the deal we bought with things we didn’t want but still let others that used them take advantage of it :relaxed:

You have a policy/terms of use that automatically bans an account for a purchase that was completed and the virtual good are sent to the buyers account…

Since the player Bkiser didn’t receive the virtual goods, thus he didn’t violate the terms of use. Am I wrong here?

Also, if you check the date of his purchase you will see it was during the time that there were issues with the deals.

I don’t understand. What we are basically saying is. Please let us play more and PAY more!
And Perblue refuses?
So it’s better to lose a client and create a bad image for the company that doesn’t try to help his client than just give a fast easy solution and give us an insurance that we are protected and can always ask for assistance.

6 Likes
#10

This! All of this! He literally broke no rules because he did NOT in fact receive the items so he did NOT break your terms or service! I also find it insane that perblue has no way to reinstate an account.

3 Likes
#11

It seems changes in the terms and conditions needs to change from may to will since, from what I’m hearing is nothing is looked into. Clients aren’t valued but instead disposable, ignored, and there’s absolutely no willingness to help past well “our terms and conditions state” (even though no term or condition was broken since this player waited multiple days). This has open my eyes to realize not only how wrong it is for you guys to mess up then refuse to fix the issue, but how wrongly worded your terms and conditions are. The amount of people that shrug and go oh well to this is staggering. What’s even the point of monitoring anything if ban and ignore is always the answer regardless it being a game error. No one checks this stuff out before banning someone? So little time or care given about your customers speaks volumes of your group as a company and shakes my trust in doing further business with you. Fix your mistake perblue.

4 Likes
#12

Why make a game you can’t have control on or full access of is beyond me…

4 Likes
#13

As said above, this is done due to the automatic process on Google Play Store/Apple. This is out of our control. When a chargeback is done via Google Play Store/Apple it can result it an automatic ban, suspension, warning.

This player did not reach out to us so we could not let them know. As said in my previous message ALWAYS message support FIRST before going to Google Play/Apple so we can assist.

1 Like
#14

This is true for all mobile games. No mobile game has access to Google Play/Apple. They do not let us into their systems.

1 Like
#15

I am sorry but correct me if I am wrong…

Perblue suspended the account…
Not Google…

So what are you talking about?
What does google have to do with that?

#16

Looked it up and found this:
Learn about refunds on Google Play

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.

For Europe’s countries:
Learn about refunds on Google Play in EEA countries and the UK

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#17

As said above, we receive a list of payments that have been charged back from Google/Apple and they are automatically then suspended/banned/warned. We do not do the charge backs. If this player had contacted us first we may have been able to prevent their account from being suspended, but they went straight to charge back the payment from Google Play Store and then were in the list of charge backs which is why the account was suspended.

If they had not gone straight to the charge back we may have been able to prevent this. This is why we highly suggest you contact us first instead of charging back payments.

#18

“The developer can help with purchase issues” is correct, but in the many mobile games I have worked on none of them have been able to process our own refunds via Google Play or the iOS store.

#19

Thank you for taking the time to explain that, so now we know it was pushed through by the computer without getting looked into, and knowing the situation I’d assume perblue will be more than willing to help remedy this mistake, and help a active and friendly member of this community get back to playing.

1 Like
#20

This was a first-timer. How can a system justify automatically suspending a player when it’s the first time doing something “wrong”? “Wrong” because even if you read the terms and conditions, this player didn’t do anything wrong. It talks about successfully completed purchases, this clearly wasn’t successful.
I get that the player should’ve gone to you first now, but it was an honest mistake that cost the player 1000’s of dollars as he was VIP18. So as @THE_CAT_RIDER very kindly requested, you’re able to fix it. Please do.

To my knowledge system-settings are controlled by humans. So just a piece of advice for Perblue, change that system. If it’s a first-timer always go for a warning first, instead of immediate suspension/ban/warning, it’s how things worked in kindergarten for you too I assume.

2 Likes
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