I’ve heard that, but once I tried to refund a game at 3 hours and got nothing but an automated response (denial) everytime I requested a refund.
In this specific case it was actually a game I played 2 hours of during a free weekend approximately 4 years before buying it, played one hour after buying it to see if it had gotten better, decided it hadn’t and refunded it. But Steam counts free weekend playtime towards the refund window…
If there’s any actual way to ensure a human reviews it, that’d be neat. 100% it was automatically denied by some code just checking my playtime and seeing it was past two hours.
I know when you’re fighting with Google support as an app store developer, including images in correspondence can get a human to look at it as they can’t properly scan that for automation purposes.
Maybe a url in a claim would be the same for steam? Not sure if you can include images.
I emailed Gabe directly when I had an edge case like that. He forwarded it and it got resolved.