Guild Wars 2

A few weeks ago while in the middle of re-rolling a few characters I accidentally deleted a character that had three gem store purchases on it. It was three items of gathering tools, although I’m not quite sure which three I had.

I cursed myself for being so stupid and then re-purchased three more items (not sure if they were exactly the same as the ones I deleted or different skins)

I was talking to someone earlier and they said support should be able to check and refund the gems I lost.

Is this worth chasing up or is it just tough luck? I’m more annoyed at how dumb I was, and to be honest I did kind of think the items were account bound so would pop up again (like the golem banker)

Thanks

You can try with the CS Team. It is best if you know the time frame as accurately as possible, so the Team doesn’t have to spend an inordinate amount of time searching through the records.

Good luck.

Yeah .. write a ticket. A friend did the same a while ago and got his gathering tools
back after maybe a week.

Thank you. I’ve just done that. I’m not holding out much luck, but you never know.

I’ve spent a bit on gems when I first got the game so I’m hoping there is some hope as it has put me off a little bit…but we’ll see. Thanks

Well I contacted support but no luck I’ve learnt my lesson I guess lol…but it was worth a shot. Thanks CS for the fast response.

Hm .. what did they say ? Normally they give back stuff that was bought with gems.

Hello *******

Purchases from the Gem Store are seldom refundable, and in this case we are not able to provide a refund of your purchase. We encourage you to exercise care when conducting all your gem transactions and character deletions.

I am sorry that we could not fulfill you request in this situation, but please let us know if you have any other questions we can address.

Regards,

GM Khal

Well, that used to be their policy, then about a year ago, or so, they seemed to be a bit more accommodating. You can read some Dev responses from Gaile about that….

You might consider placing your ticket number in the Sticky, ‘Tickets for Review’ for the CS Team Lead to evaluate. It can’t hurt.

Good luck.

You would think there would be a way to do it. It might be a thought if they make the items harder to remove, like having to actually type in the name of the item to delete, like the HoM portal stones etc.

I probably should have done it at the time (contact support) Ah, well what’s 3000 gems!

Thanks Inculpatus, I might give it a go. I can’t be exact when I deleted it, somewhere between Feb and April… I know I bought a lot of BL keys and goodies as I was new to the game…. But hey, lesson learnt the hard way!

I have looked at the Dev responses from Gaile, and there has been cases of gems restored, so I will definitely pursue this. It seems a little unfair to refund some but not others. I’ve spent close to $2000 on in game items and gems and bits and pieces, so I’m not overly impressed right now!

Then take IC’s advice and post your ticket number in the sticky thread for review by the CS lead.

I think I’ll definitely be doing that. I wrote an email asking on what criteria I am not allowed a refund of gems as I have read several threads on the GW2 forums where gems have been refunded.

But I got a "Unfortunately, we cannot provide you with such information, each case is handled individually and we strongly recommend you to get in contact with us the next time you experience a similar issue.

We truly appreciate your comprehension towards this matter."

So basically the next time I delete something I get in touch and we can have the same discussion and not get a refund?

If there is certain criteria that has to be met, I would like to see how my the merits of my claim have been judged. I can understand if there is a blanket policy of ‘no’, but there seems to be discrepancies on how refunds are handled.

Well, the criteria may be within a certain time period. If you deleted the items months ago, they may not be able to easily find the records.

But, as noted above, you can have the Team Lead take a look….nothing ventured, nothing gained.

Good luck.

All resolved now. I had a nice e-mail explaining their reasons, which was all I wanted really. So a big thank you to the GM’s for listening to my questions and explaining their reasoning.

And I got a nice reminder about using care when deleting characters! Trust me, lessons have been learnt!