Overview
Xsolla is a company that helps video game developers and publishers sell and manage their games worldwide. They offer easy-to-use tools that let game creators launch their games, handle payments from players using many different payment methods, prevent fraud, manage taxes, and take care of refunds and customer support. Basically, they make it simple for game makers to focus on their games while Xsolla handles the tricky stuff about selling and paying for games safely and smoothly.
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The description is based directly on the official Xsolla website content, simplified for a general consumer audience as requested, avoiding complex business terms.
How to Get a Xsolla Refund: Step by Step
If you purchased through Xsolla Wallet:
- Log into your Xsolla Wallet Account on xsolla.com.
- Add your purchase to the Purchases section.
- Click on the payment details of the specific purchase.
- Fill out the refund request form and submit it.
- If the purchase cannot be added to your Xsolla Wallet, contact Xsolla support via live chat in your Wallet account or submit an email ticket with detailed purchase information.
If you purchased through Apple:
- Open a web browser and go to reportaproblem.apple.com.
- Sign in with your Apple ID used for the purchase.
- Find the subscription or purchase related to Xsolla.
- Tap or click "I'd like to," then select "Request a refund."
- Choose a reason that emphasizes angles like:
- The subscription renewed without notice.
- The account or service was unused.
- Submit the refund request and monitor your Apple ID email for updates.
If you purchased through Google Play:
- Open the Google Play Store app on your Android device.
- Tap your profile icon at the top right, then tap "Payments & subscriptions."
- Select "Budget & order history."
- Find the Xsolla subscription or purchase.
- Tap "Refund" or "Report a problem."
- Choose a reason to increase refund chances such as:
- Subscription was renewed without notification.
- The service was unused after payment.
- Complete and submit the refund request form.
If you purchased through PayPal:
- Log into your PayPal account on paypal.com.
- Go to "Activity" to find the Xsolla charge.
- Click on the transaction and select "Report a problem" or "Dispute this transaction."
- Choose the option that relates to unauthorized or unwanted charges.
- Provide details like the unexpected renewal or unused service to strengthen your case.
- Submit the dispute and follow up through PayPal resolution center.
If you purchased through Credit Card (direct on xsolla.com):
- Log into your Xsolla Wallet Account on xsolla.com.
- Add your purchase under the Purchases section.
- Click the payment details and fill out and submit the refund request form.
- If unable to add purchase to Wallet, contact Xsolla support via live chat or email with detailed purchase info.
- Optionally, contact your credit card provider to dispute the charge if Xsolla is unresponsive.
Tips and Tricks for Getting a Xsolla Refund
- Have your transaction ID and purchase details ready before contacting Xsolla to speed up the process.
- Use the Xsolla Wallet account's refund form to submit your refund request if possible; it leads to quicker processing.
- Reach out via live chat support through your Xsolla Wallet account for faster responses (average 1-minute wait time).
- If live chat isn’t available, send an email or support ticket and be patient; expect replies in about 10 hours.
- Be persistent but polite: If initially denied, resubmit your request or follow up consistently until approval.
- Use clear and firm language, e.g., "I am requesting a refund for this transaction due to [reason], please process promptly." Avoid aggressive tones.
- Timing matters: Some users note faster refunds within a day if requests are made early in the week during business hours.
- If direct requests fail, consider disputing the charge through your payment provider (e.g., PayPal) as a last resort.
- Escalate slowly: start with standard refund forms, then chat, then email support, and finally formal dispute channels if needed.
Why Do People Request Refunds from Xsolla
- Refund requests not acknowledged or delayed such as in cases where promised refunds are not processed in a timely manner.
- Refund requests missing from the Xsolla system, causing customers to be redirected repeatedly to support or PayPal disputes.
- Account freezes or blocks due to alleged fraud accusations without evidence, leading to denied refund requests.
- Unhelpful or bot-like customer service during refund processes and investigations.
- Non-functional refund sites making it difficult or impossible to initiate refunds online.
- Long investigation periods for refund requests often requiring at least 5 days, causing frustration.
- Disputes involving unauthorized payments or contested purchases, leading to demands for personal documents to unlock accounts.
- Billing issues and problems with purchased services or products triggering refund requests.
- General dissatisfaction with service or product quality leading customers to seek refunds.
Xsolla Refund Script
Script
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Hello,
I hope this message finds you well. I am writing to address a billing issue I recently encountered. I noticed an accidental charge on my account that I did not authorize. I believe this was a mistake, and I am dissatisfied with the unexpected transaction.
I kindly request a refund for this charge. Thank you for your attention to this matter, and I appreciate your prompt assistance.
Best regards,
Xsolla Refund Policy
Xsolla's refund policy states that refunds are allowed under specific conditions such as non-receipt of items, duplicate purchases, and for pre-orders until content is delivered. However, certain conditions such as dissatisfaction or technical problems may not be eligible for a refund. The policy outlines that the customer is responsible for return shipping costs, and specific guidelines based on the product type are also provided.
The Easiest Way to Get a Xsolla Refund
If you’re frustrated trying to get a refund from Xsolla—or if you didn’t even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or card account, and we’ll take care of the rest.
Start reclaiming your money today with Chargeback
Editorial Note: These articles reflect the opinions of Chargeback's writers. Everyone's situation is unique; therefore, it is important to conduct your own research and note that our self-help tools are not guaranteed to help with any specific problem.
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