The statement ends with a pledge that anyone who purchases a digital copy of Cyberpunk 2077 can refund the game for a limited time through PSN, Xbox, or a local retailer. “If this is not possible, please contact us at helpmerefund @ cdprojektred.com and we will do our best to assist you,” the statement said.
Unfortunately, despite the statement, there doesn’t seem to be any special arrangements for Cyberpunk 2077 refunds on PSN or Xbox. This means that the customer is actually dealing with each store’s standard refund policy and may not be eligible for a refund.
At the emergency board meeting, Michal Nowakowski, CD Projekt Red SVP for Business Development, revealed that Cyberpunk 2077 refunds rely on existing refund policies applied to PSN and Xbox customers.
“It’s important to understand. Microsoft and Sony have refund policies for all products that are digitally released over-the-counter,” says Nowakowski. “Despite some articles I’ve seen that things are set just for us, that’s not really true. These policies are in place and are always in place. . They are not specifically provided for us. “
This may explain why customers, including staff, are reporting struggles to secure refunds. Especially on the PlayStation and PlayStation Store.
So with today’s update, Sony support refused another refund. # Cyberpunk 2077.. They said they wouldn’t do it, even if the developers said they would refund it. I lied about the game being unbroken and lied about what CDPR said. Tl: dr stuck in a broken game, wait for the patch to be applied. Some support. pic.twitter.com/MsyI11VCGO
— Mgs2master2 (@ mgs2master2) December 14, 2020
The PlayStation refund policy is as follows: If you have not started downloading or streaming the purchased game, you can request a refund within 14 days of purchase. Once the download is initiated or the player streams the game, it will not be refundable “unless the content is defective”.
Unless otherwise agreed, PlayStation Cyberpunk 2077 players will be subject to existing refund policies. Also, the strict expression of Sony’s refund policy means that refunds are not guaranteed, and PlayStation users seem to be learning this directly.
On Twitter, users share their experience with PlayStation Customer Support and post a record of conversations with representatives who are refusing to refund.
— Heather (vggsheagurl) (@ Heatherma29) December 14, 2020
@Playstation @AskPlayStation @CyberpunkGame Sony refused to refund because it played Cyberpunk 2077 and said it was outside the scope of the store policy. However, CDPR said digital refunds are okay. What’s happening @CDPROJEKTRED
— Bry (@StrugglerBry) December 14, 2020
Mark Medina of tried to refund a copy of Cyberpunk 2077 on the PS4, but the person in charge said: “According to our records, the content is downloaded / streamed. Sorry for the restrictions stated in the PlayStation Store cancellation policy. This transaction is non-refundable.”
Xbox customers reportedly claim that they can make refunds in the event of a “reasonable situation” that may apply to the current Cyberpunk 2077 situation. The more relaxed refund policy made the experience easier.
Steam, on the other hand, will offer a refund within 14 days to all customers who have played the game for less than 2 hours without any other conditions. However, players who log in with more than 2 hours of game time are unfortunately excluded from refunds.
contacted CD Projekt Red for clarification, but was told that the company would not provide any further statement on this issue. PlayStation is not responding to comment requests.
Cyberpunk 2077 is the last major video game release in 2020, but its release is controversial. Performance issues on the base console and the confusing, messy communication strategy of CD Projekt Red undermined the otherwise highly anticipated launch.
Matt TM Kim is an reporter.