About refunds from the devs

Hello, everyone! We wanted to take a minute to let you know about a couple of item types that we’ll be doing refunds for after the feature pack is live. We will be granting refunds for the following items:

Gem refunds for items you are unhappy with due to changes in the way the item functions:

• Tonics that used to be Town Clothes that were purchased in the Gem Store
• Outfits that used to be Town Clothes that were purchased in the Gem Store

Duplicate Gem Store Purchase Refunds:

• Duplicates skins that were purchased in the Gem Store
• Duplicates of Tonics/Outfits that were purchased from the Gem Store

Dye Refunds:

Dyes exclusive to Dye Packs from the Gem Store will be replaced in the event they were applied to multiple characters on the same account prior to the Feature Pack on April 15th. Duplicates of these dyes will be replaced via the in game mail by May 11th. In order to receive replacements for these duplicate dyes:

Log in to every character on your account after the Feature Pack goes live on April 15th and before 12:01 AM on May 6th (PDT).

We will not be able to process any refund requests via Customer Support tickets before May 12th. If you expected to receive dyes and do not receive them by May 12th, feel free to create a Customer Support ticket at that time. The dyes eligible for refund are:

Acid                                  Acrid                                Algae         
Amenity                           Blacklight                        Caustic 
Charred                            Cinders                            Cobolt       
Cyanide                            Deep Glacial Sky            Deep Glacial Teal 
Enameled Crimson         Enameled Emblaze       Enameled Legacy 
Enameled Reign              Enameled Sky                 Flame        
Flare                                  Fling                                 Glacial Sky 
Glacial Teal                      Limonite                          Molten 
Onset                                Perseverance                  Prosperity 
Pyre                                   Recall                               Shiver Sky 
Swampblack                    Toxin                                Vincent     
Violite

All requests for refunds must be submitted prior to July 15, 2014.

As always – feel free to create a ticket with customer support if you’re unsure about an issue. Please be aware that response times may be higher than normal following the Feature Pack. 

Some points to clarify regarding refund requests for items:

Excluding dyes:

All refund requests should be submitted via support tickets starting now. Refunds will be issued in the form of gems to eligible accounts.

Dyes:

If you follow the instructions regarding logging in all characters you will automatically receive your eligible replacement dyes between May 6 and May 12. 
You do not need to submit a ticket for dyes.

To submit a ticket click support at the top of this page.
On the following page click submit a ticket in the upper right corner of the page.

Hrm.  I did not know that they made changes to Town clothing and... Tonics?  I have no idea what a Tonic even is.  o.O

I might have some Gem store skin duplicates though, thanks for the info on refunds, I'll have to sort through my stuff later.

So I purchased a while ago the pirate outfit from the Gem Store, and I got like 4 copies of the same suit, so I opened a ticket, and because I did it in the morning and forgot my coffee I didn't write the ticket number down. Is there a way to check on the status of that ticket? Should I open a new ticket?

No don't open a new ticket. Check your email as you should have got a confirmation that has your ticket number in it. You can reply to it to bump your ticket.

Keep in mind it can take up to a week, week and a half to get a refund as they are processing them as they hit the queue. When you get the refund you will get an email confirming gems have been put in your account. I just got mine yesterday after about 8 days to give you an idea :)

If you still have issues post in the CS forum and Gail will help you out,

What worries me is that I didn't even get the confirmation email :c

Should I post in the CS Forum then?

Yes in that case I would. Odd that you didn't get an an email from them :\

Does anyone know if you get a refund do they also take the item away?  I kinda want to keep my halloween outfits for using the broom and the scepter weapons.  However, I am extremely unhappy that I can no longer mix and match the outfits that were turned into tonics.  I used to wear a combination of my GW2 t-shirt, some normal town paints and shoes, and a mad king head and skeleton hands.  I liked this look a lot.  Now it is full outfit for each or nothing.  But, the thing is, the weapons are not worth the outfit price (I think I would pay a third of what I paid just for the weapons), since I dislike the full outfits.

Also, thank you soooooooooooooooooooooooooooooooooooooo much for posting this, Jessica.  I totally missed it in the dev digest and have really been quite unhappy with the decision to make it impossible for me to continue to look unique in the way that entertains me most with my purchased and won (obviously no refund for the GW2 shirt that I won, but the point still stands) town clothes.  I really hate the full witch outfit in particular but love using some of the individual pieces as a mix and match.  And, well, using the full mad kind just makes me look like everyone else using the mad king and that is boring.

Anytime, I usually check the GW2 forums and the ESO forums every morning to see if the devs have said anything new:) I like to share what I find.

Well, I made a post in their CS forums, I also reviewed that the information for auto-fill is correct and yes, it was the right email... This is very weird and irregular. :/

The Gaile has spoken! My ticket number is 570867, but refunds and dupe refunds are very back in the queue of tickets and that I should wait several days :3>

Hooray!! :D>

Woot! Glad you got everything sorted Kitty :)

yeah I have been waiting since the 23rd but they are seriously backed up right now and having a lot of issues so I plan to be patient:) I posted in the forum and got the answer that they are working on it.

I received my refund yesterday.  They did not take away my outfits, costume brawl weapons, or tonics.  May 12th is exactly on schedule per the original announcement.  Kudos to Anet for doing this to make the part of a change that was unsatisfactory palatable and keeping to their timetable.  For a few days in advance of the 12th without any prompting from me whatsoever I received several updates apologizing for the delay and explaining that my ticket was being moved to the priority queue.

They wont refund items that you have since deleted though will they?  I must have purchased at least six Aetherblade Medium sets for my characters over the course of the game, I think only one set would remain by now though.

It is based on your gem store purchase history.  If you bought 6 duplicates with gems they know you have nothing else but deletion in store for the extras and are being cool about acknowledging that under the new system those are wasted gems.  Submit your ticket if you have not already.