EA introduces refunds on Origin full games

Refunds available on EA full games; DLC, third-party publisher content, and some promotions ineligible.

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Electronic Arts has announced a new feature for its Origin digital marketplace. It's dubbed the Origin Great Game Guarantee, and customers who are unsatisfied with their purchases can now apply for a refund.

Effective from today in 20 countries (the US, the UK, Ireland, Australia, New Zealand, India, Singapore, South Africa, Spain, Portugal, Italy, Mexico, Brazil, Sweden, Norway, Finland, Denmark, France, Belgium, and the Netherlands), and available to all regions by the end of September this year, customers who purchase an EA PC or Mac game through the digital storefront can request a refund for the purchase price of the product.

"The new Origin Great Game Guarantee works like this: You may return EA full game downloads (PC or Mac) purchased on Origin for a full refund--within 24 hours after you first launch the game, within seven days from when you purchased it, or within the first seven days after the game's release date if you pre-ordered it (whichever of these conditions happens first)," the Origin website says.

Requesting a refund is handled through Origin's order history page when logged into the service. EA has stated that successful applications for reimbursement will be processed within seven to 10 days. Once the process has begun, players will have their access to the pending games revoked, meaning that they can no longer be played.

The new system is only applicable for purchases made through Origin, with EA prompting users to return physical goods activated through the service to the retail point of purchase. Certain products, such as DLC, games from third-party publishers, and some promotional products, will not be eligible for refunds, but EA stated that these will be clearly communicated to customers. Software bundles and discounted games will be refunded as a package, rather than as individual elements.

"If something doesn't work out--you aren't riveted by the storyline, or sucked in by the action, or even just if the game doesn't play well with your video card--we've got your back," EA promised in the announcement. Full terms and conditions are available on the Origin website.

Discussion

362 comments
SkytheWiz1
SkytheWiz1

This is probably the single most impressive thing EA has ever done.

Shame that, because of everything else they've done (including Origins itself), I've sworn off their products.
Wish Valve and Steam went this route, though.

vault-boy
vault-boy

Damn, EA. Is it just me or ever since you got a new CEO your starting to not be as shitty? I mean Origin is getting some improvements, the EA Humble Bundle was amazing, were finally getting Battlefront 3, and a few other things that I'm to tired to remember, and now this? Not to say that I have become an EA fan or anything close, but in the last few months I'd say I've seen more decisions I like from EA than decisions I don't, and maybe someday EA will finally be a company I can like again.

Sruppert
Sruppert

24 hours to decide if you like a game? Hmmm, why not 3-days? Not gonna happen lol.

telaros
telaros

"Refunds may not be supported where Electronic Arts detects fraud or abuse of the refund process." 

TOO VAGUE EA! PLEASE EXPLAIN WHAT YOU DEEM IS AND WOULD QUALIFY AS "ABUSE"!

This is what I'd like to know. I smell excuses~

Also, why does it take 7-10 days for refunds? We aren't using checks. And that's 7 to 10 days AFTER the initial 2 days it takes to get a response.

A policy that gives you TWENTY FOUR FUCKING HOURS to play the game and see if you were genuinely happy with it, even if it means you HATE the game for a certain ENDING, that should still not hinder a refund simply because you don't want to live up to your end of the contract!

ALSO! THIS IS IMPORTANT!

They CAN and WILL *UPDATE* the policy *whenever* they please, which mean that when it's edited onto the page of their GUARANTEE POLICY that it will AT THAT POINT IN TIME BE INFORCED EVEN IF YOU'RE IN THE MIDDLE OF A REFUNDING REQUEST PROCESS!


EA. You so clever with your witty little corporate bait and switch scams <3
I love you guys so very much when you try to be this cute <3

You just wanted to win back my vote for worst company, didn't chu~ oh yes you DID oh yes you DID!

Whose gonna be my worst company 3 years running?
YOU ARE! <D

EA is house trained, so you know. Highest pedigree of shit company out there <3

telaros
telaros

New Mission Acquired: BEAT ALL NEW GAMES WITHIN 24 HOURS.

REFUND.

REPEAT.

GAME ON!

Too bad its only for EA games. It means you'll only be using it once in a blue moon.

WillyChong
WillyChong

Wow, its quite bold, and pretty suicidal(I mean, refund a game which cost hundreds of ringgits[dual digits dollars] to get one?) 


Perhaps the days onward is not so shitty after all, but I really hope they don't ask us to download a patch larger than 10gb, which will take 24 hour to download before you even think you can play the game. 


Please release a playable game first, release patches weeks after, so that this sort of policy actually work. Cause Battlefield 3 patches are simply ridiculous to begin with(13 gb patches @@)!

Gaming-Planet
Gaming-Planet

Now just make the Origin client more stable.

hadlee73
hadlee73

EA *really* want people to use Origin by the looks of it. This will probably start their quest to gradually weedle people away from physical media.

Purplekjw
Purplekjw

I disagree. Since you have to submit the game for the consideration before they agree to refund it, they're obviously going to look into the details. One of those details being the time that you have spent playing the game, which, by the way, Origin already tracks. 

I'm assuming that if they look and see that you've played for 15 hours in a 24 hour day, they're gonna be like "Nope. He's trying to cheat us!" And that's exactly what they should do. 


Luis Aguilar
Luis Aguilar

Well, the fact that a company sucked for several years doesn't mean they will always do. Maybe they're starting to invest in the customer department, thing that steam really needs to start thinking of.

bernard978
bernard978

New CEO in EA must really be shaking things up? Origin was better than Steam anyway but the Humble Bundle and this just means they upped their game.

Meanwhile at VALVe: microstations for CS:GO and cards.

Hurvl
Hurvl

EA? Refunds? Whaaaaat!!!??? This is so unbelieveable that the infinite improbability drive in The Hitchhiker's Guide to the Galaxy would explode into 314592653 pieces.

SDBusDriver1979
SDBusDriver1979

You can give your games for a $1 in the humble bundle, you can add in a full refund within 24 hours; I will still not sign up for Origins. Hurry it up and go out of business EA.

noandno
noandno

EA? You're actually LEARNING?

Aj Molitor
Aj Molitor

"Yes can I get a full refund on battlefield 3, sims 3, dead space 1 and 3 and burnout paradise?"

Thanatos2k
Thanatos2k

Keep chasing Steam, EA.

Worst Company in America.

RockySquirrel
RockySquirrel

Welcome to the age of the 24-hour game... *double facepalm*.

Cheapskates rejoice.

vackillers
vackillers

bit too fucking late for those who got suckered in to Sim City though isn't it? now that you've already made your damn money off the shit like Medal Of Honor and Sim City.. EA/Origin will be lucky if I ever buy a product ever again from them at this point. Unless its Fifa I most likely will not buy an EA game again unless its something REALLY fucking special.

skattestop
skattestop

EA trying to do good and people whine like f§(k.....i just dont get it

Chai_Tea
Chai_Tea

Hmm, something that Origin is actually doing better than Steam.

vault-boy
vault-boy

@Sruppert Really dude? Your complaining about this? I'm not an EA fan but this is BIG. Valve hasn't even done this, and that is saying a LOT.

Purplekjw
Purplekjw

@telaros 

Dude...

Where is the downside here? Before this system is put into place, you have absolutely no chance of receiving a refund on a game that either doesn't work well or that you don't enjoy. After the system is in place, even if you apply for a refund and you don't get it, your situation would be no worse than before they introduced the feature.

On the plus side, unless you're abusing their system, you'll receive that refund. 

It's not a scam or a ploy. There is no way that they can steal your cash or manipulate you. 

Sruppert
Sruppert

@telaros Woah, Did EA piss in your cereal? Or are you mad cuz they ruined Mass Effect 3? "why you mad Bro?"

telaros
telaros

@jsmoke03 It shouldn't take you more than 24 hours to decide, on a digital copy of a game, to figure out if you dislike it or not.

Most games only run about 6-8 hours of story mode and completionist is like 12-18 hours at most.

Asking for more time to clear a game so you can exploit the developers is asking for a wee bit much.

The 24 hours activates upon LAUNCHING the game. So watch out.

7 Days without BUYING the game itself is the catch though. I have games I bought and haven't played yet like months ago. So its up to you to pay attention to that if you plan on getting your money back.

dkade
dkade

@jsmoke03 Oh look another self entitled jackass on the internet. What a surprise.

telaros
telaros

@hadlee73 They won't release their games outside of Origin, so eventually, more and more that like their games will put up with their crap and use Origin.

Steam seems to be hard at work with L4D3 and possibly, given their love of doing things in 3's, we'll finally see a new Team Fortress 3 and Half-Life 3. They'll need those to make Steam more appealing as time goes by to catch newer casuals.

telaros
telaros

@Purplekjw They dug a hole for themselves in the whole "GUARANTEE" bit. I'll be sure to dig through their fine prints and see if they judge on that stuff. Because that would go against their policy and it would be worth catching them on it.

In fact, I'll likely install it on my extra PC and buy a game to test this "GUARANTEE" they offer. I'd be sweet to tweet about it and make sure it gets wide exposure <3

I can see a group being made just to try and test EA to see if they stick with it. Have members report in screenshots of their submitting refunds and letters saying why they were denied.

Sounds fun to me honestly ^^

Alexrmf
Alexrmf

@bernard978 what are you smoking? Origin better than Steam? Steam started this and they're doing it right... just look at the Steam game catalog and look at Origin's? isn't something missing? like 90% of the games :)))) the digital distributed games are also way cheaper to sell and Origin never has promotions comparable to those on Steam... so, I really don't know what you're saying. if EA want to compete they need to bring discounts, not refunds ;)

alexmarin99
alexmarin99

@Aj Molitor Those were redeemed keys. You haven't bought them from the Origin Store, so that means no refund. Even if it's 1$. And that is 1$ you gave to charity, not to Origin...

M-S-M-S
M-S-M-S

@Thanatos2k I love Steam and I stopped purchasing EA published games a while back. But I must admit that this is great for costumers, and dare I say EA might be changing its ways.

Hope Valve listens. It needs to do something similar.

neroist
neroist

@Thanatos2k Yeah much worse than banks using predatory fractional loaning taking peoples home and cars. Then getting bail outs from the tax payers pockets? Keep the houses and our money?

Or BP polluting the Gulf of Mexico in the worlds worst disaster. Killing countless life and billions of cost in tourism and property damage. And o yeah the payments are on suspension from them to the effected atm...

EA gives more rights to your games BTW. Don't have to have Origin even installed for alot of games.

Pyromk1
Pyromk1

@RockySquirrel yeah! do you reckon  there'll be a limit on how many refunds you can claim? ive got a 6pack of red bull, an adult nappy and my copy of saints row on pre-order... helloo free gaming!

Evanrocknuma
Evanrocknuma

@skattestop Agreed.  Just because a company was terrible once doesn't mean it will always be that way.  Granted, I personally think Origin needs an entire UI overhaul, but I digress.

Ska-Face
Ska-Face

@skattestop The majority of people thrive on pessimism. I think EA are starting to come around when you look at the Humble Origin Bundle and now this. Its promoting a consumer friendly EA.

neroist
neroist

@Chai_Tea Like phone support. The ablitlity to install games anywhere on PC . Then uninstall Origin and still play most EA games....

Or signing over a game to someone else's account. Yeah Steam hasn't done any of that.

telaros
telaros

@Purplekjw @telaros The downside is you're being mislead. You follow the law to the letter and you are still denied a refund based on analytics and assumptions.

It's misleading, deceptive, gives a false sense of security for those who don't trust the platform or digital games. This can cause those who are very much in the majority of preferring the option of being able to actually own a game and return it for a proper refund, less incentive to buy digital again if they end up screwed by this policy.


You say "If they don't refund you, you're no better off than you were before." and I say, DON'T introduced a half-assed system if you aren't going to back it 100% of the way with full transparency.

The backdoor secret discussions of whether you deserve a refund or not based on analytics and assumptions are just that. It's just not right.

I'm sure Steam will implement something like this. Heaven knows I have a bunch of things I don't play or have installed I'd like to sell back myself, but at least I have the option of selling games on the market or trading for others.

telaros
telaros

@Sruppert @telaros  Nah, I just like catching liars in their track is all.

No, just a matter of principle is all. Their policy is rather rubbish as it is. It's not clear what they define as 'exploiting' or what they deem as worthy of a refund.

Imho, if it didn't say "You must not have completed x percentage of a game, then as long as you report within the 24 hours, you are *owed* a refund. Hiding their reasons for denying you a refund with no explanation despite you following their agreement to a tee, is just deceptive.

Evanrocknuma
Evanrocknuma

@neroist @Thanatos2k I wish people would just call them the worst entertainment company in America, so people don't keep quoting the same Onion post over and over xD

neroist
neroist

@Thanatos2k @neroist HAHA how so? Everything on that list Activision/Blizzard does worse!

 And I liked playing ME1-3 and Dead Space 1-2 (3 not so much). Dragon Age:O.

 I didn't like bailing banks out with my own money...you think that they would bail us out?

Hurvl
Hurvl

@Evanrocknuma @neroist @Thanatos2k Yeah, it's funny that Gamespot chose to add that video to this *particular* article, because refunds aren't something I associate bad companies with. Sure there are limits, but refunds to digital games are practically non-existent. If anyone allowed refunds for digitally bought games before EA, let me now. Otherwise, it would seem like EA was actually the first one to do this and we can't have EA pioneering anything that's customer friendly, now can we?

neroist
neroist

@Thanatos2k@netter99Sure just look up Realms of Arkania: Blade of Destiny... straight unplayable shovelware. It's an alpha build Steam knows it. But will not put Alpha on the store page. And Steam not giving anyone's money back.

$20 for software that will not work more than 20 mins... that's Steam.