That’s unhelpful, nowhere in the community forums or in the product description does it mention that there’s a in game download that may exceed the 2 hour grace period allowed for a product refund. Or are you simply suggesting I not buy games on Steam unless I already know that I am going to like them? Or that as soon as I see an additional download requirement, I immediately ask for a refund. Seems stupid and ineffectual.

引用自 mtate：

I purchased Elder Scrolls Online and was dissatisfied due to poor controller support. I requested a refund which was rejected due to exceeding the 2 hour playtime. I opened a second refund request explaining that much of that ‘playtime’ is due to the fact that once you download and install on steam, there’s in game launcher has another 100gb download, so playing time is not really playing time. But my second request was also rejected.

So my question to the community is: does anyone actually read support tickets or are they simply processing by some algo?

Go back to your purchase and instead of selecting refund, choose "I have a question about this purchase" and explain what the situation is.

引用自 mtate：

I purchased Elder Scrolls Online and was dissatisfied due to poor controller support. I requested a refund which was rejected due to exceeding the 2 hour playtime. I opened a second refund request explaining that much of that ‘playtime’ is due to the fact that once you download and install on steam, there’s in game launcher has another 100gb download, so playing time is not really playing time. But my second request was also rejected.

So my question to the community is: does anyone actually read support tickets or are they simply processing by some algo?

The refund system is fully automatic. The reason box is just to provide info to the devs. The system does not use it to determine refund eligibility. It only looks at time played and how long you have owned it. If either are over the refund policy of 2 hours played and 14 day owned it gets denied.

For edge cases like this you have to do a manual ticket to speak with support.

引用自 mtate：

Or are you simply suggesting I not buy games on Steam unless I already know that I am going to like them?

Technically yes, you should be doing research on games before you buy them. The refund system is there to protect you from technical issues. Not as a way to demo games to see if you like them.