How long have you played Tramsim Vienna for? If it's beyond the 2 hours limit, then a staff will have to manually review the refund quest.

Regardless, given that it is the holiday season, steam's support system is likely inundated with requests (refunds, account assistance, etc) so response time will likely take longer.

My previous support ticket with steam during a previous winter sale took about 5 days before I got a reply. Granted, it's not refund related but it reflects the volume of requests they get during such periods.

If you plan on refunding a game, do not play it anymore.
So long as your TOTAL playtime stays under 2 hours AND it has been less than 14 days since purchase, you will get your refund.
Just be patient.
During big Sales a lot of users are refunding, so refund requests take longer than normal.

Originally posted by Mentally Unstable:

How long have you played Tramsim Vienna for? If it's beyond the 2 hours limit, then a staff will have to manually review the refund quest.

Human support only address refund requests when they are manually submitted by the user. Any refund request made through the automated system will not get seen by a human no matter how many days it's been.

Originally posted by Chika Ogiue:

Human support only address refund requests when they are manually submitted by the user. Any refund request made through the automated system will not get seen by a human no matter how many days it's been.

I was under the impression that all refunds had to go through the ticket system. Wiith the difference being that those who fall within the refund criteria get their tickets automatically (but not necessarily immediately) approved while those who fall outside of it will have to wait till a steam staff comes along to review.

right now since it is the holidays? Maybe a week or 2? They tend to be slower during holidays due to being off, getting swarmed with other people sending in tickets too, and all the people refunding the game from all over the world during this sale.

Originally posted by Mentally Unstable:

I was under the impression that all refunds had to go through the ticket system.

Automatic refunds are not in the same channel as manual refund requests, the support staff are not looking at them. Once the automatic refund system denies you, you have to resubmit as a manual request. I don't remember the exact options for doing that at the moment.

Originally posted by SLG:

Originally posted by Mentally Unstable:

I was under the impression that all refunds had to go through the ticket system. Wiith the difference being that those who fall within the refund criteria get their tickets automatically (but not necessarily immediately) approved while those who fall outside of it will have to wait till a steam staff comes along to review.

There are 2 types of refund requests: automatic and manual. Manually refund tickets are looked at by a real person. The automatic one is based on the 2 hours or 2 weeks rule.

Correct. The manual ones may take longer because a real person who is being paid has to look at it, and during the holidays, there getting swamped.