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Refunds & Chargebacks
📝 This is a reference translation. In case of any discrepancy, the Japanese version prevails.
This page describes the Game8 Store Refund Policy.
This page summarizes the types of refunds, handling criteria, and the chargeback processing flow.
Table of Contents
When a purchaser requests a refund for a valid reason, Game8 Store responds in accordance with the following policy.
Refund types include refunds issued by customer support, refunds due to legal or terms-of-service violations, refunds due to system errors, and refunds resulting from chargebacks.
Once a refund is confirmed, it is issued to the payment method used at the time of purchase. The timing of the refund depends on the processing status of the payment provider.
2. Refund Types and Handling
Refunds on Game8 Store fall into the following four categories, depending on the reason they occur.
1. Refunds via Customer Support
- We handle cases where a purchaser buys an item by mistake or where there is a defect in the service provided.
- Whether a refund is granted is decided after review by the Game8 Store support team.
2. Refunds Due to Legal or Policy Violations
- If a violation of consumer protection laws or the Terms of Service is discovered, we will issue refunds as necessary.
- If violations continue, the account may be suspended.
3. Refunds Due to System Errors
- If a duplicate payment or an incorrect charge caused by a technical issue occurs, we will process the refund promptly.
- After confirming the details of the error, we will respond according to the scope of the impact.
4. Refunds Due to Chargebacks
- A chargeback is a mechanism whereby a purchaser requests cancellation of a payment through the payment processor, for example due to fraudulent credit card use or a payment dispute.
- When a chargeback occurs, Game8 Store responds appropriately in accordance with the payment processor's instructions.
- We will notify the publisher as necessary and discuss how to respond.
3. Mechanisms to Prevent Chargebacks
Game8 Store has implemented multiple measures to prevent chargebacks and fraudulent transactions. For security reasons, the details of these measures are not disclosed.
4. Refund Workflow Diagram
Diagram source (mermaid)
sequenceDiagram
autonumber
actor user as User
participant S8 as Game8 Store
participant pub as Game (Publisher)
alt Pattern1: Game8 Store Refund Requests
user->>S8: Refund request
note right of user: Purchase ID, refund reason
S8->>+pub: Refund request notification
note right of S8: User ID, purchase ID, refund reason
pub->>-S8: Refund decision notification
note left of pub: Refund approval status, refund amount
alt Refund approved
S8->>S8: Calculate refund amount
S8->>+user: Execute refund
note right of S8: Refund amount, refund method
user->>-S8: Refund completion confirmation
note left of user: Refund completion notice
else Refund declined
S8->>user: Refund declined notification
note left of S8: Provide the reason
end
else Pattern2: Refund Requests via Publisher Support
user->>pub: Refund request
pub->>S8: Refund decision notification
note right of pub: Refund approval status, refund amount, user ID, purchase ID, refund reason
S8->>+user: Execute refund
note right of S8: Refund amount, refund method
user->>-S8: Refund completion confirmation
note left of user: Refund completion notice
end
%% Refund completion notice
S8->>+pub: Refund result notification
note right of S8: User ID, refund status
pub->>-S8: Confirmation complete
note left of pub: Update status
5. Chargeback Workflow Diagram
Diagram source (mermaid)
sequenceDiagram
autonumber
participant card as Card company
participant S8 as Game8 Store
participant pub as Game (Publisher)
# Chargeback Liability Claims from the Card Company
card->>S8: Chargeback claim
note right of card: Transaction ID, chargeback reason, claimed amount
S8->>S8: Calculate chargeback amount
# Look up purchase information
S8->>+pub: Verify purchase legitimacy
note right of S8: User ID, purchaseID
pub->>-S8: Send verification result
note left of pub: Legitimate / potentially fraudulent
alt Game8 Store files a dispute with the card company
S8->>card: Report purchase legitimacy
note right of S8: Return legitimacy confirmation to the card company
end
alt Legitimacy verification successful
card->>S8: Chargeback investigation result notification
note right of card: Card company cancels the chargeback
S8->>S8: Check the card company's investigation results
note right of S8: Update the payment status based on the investigation results
else Legitimacy verification failed
S8->>+pub: Chargeback notification
note right of S8: Chargeback amount, transaction ID, dispute result
# In-game item retrieval process
pub->>pub: Item retrieval process
note left of pub: If retrieval succeeds, delete the item; if it fails, consider monitoring or restricting the user
alt Retrieval successful
note right of S8: Chargeback handling complete
else Retrieval failed
note right of S8: Record as unrecoverable; consider notifying the user or taking additional measures
end
end
# Game8 Store checks the card company's processing result
S8->>S8: Chargeback invalidation or finalization
# Game8 Store bills the publisher (only when the chargeback is finalized)
alt Game8 Store's dispute is denied and the chargeback is finalized
S8->>+pub: Chargeback claim
note right of S8: Chargeback amount, transactionID
pub->>-S8: Execute payment
note left of pub: Payment completion notification
else Card company invalidates the chargeback
note right of S8: Game8 Store and the publisher are not affected
end