Here is the transcript of what went down in customer service live chat when I wanted to get a refund on a gift that I sent to my friend.
He hasn't played the game at all and he gave me permission to refund it so I get my money back.
Prashant (08/01/2021, 18:38:51): Thank you for contacting EA HELP, my name is Prashant, may I start with your first name please?
Abizer (08/01/2021, 18:39:20): Abizer
Prashant (08/01/2021, 18:39:52): Hi Abizer nice to meet you!
Prashant (08/01/2021, 18:40:01): How can I help you today?
Abizer (08/01/2021, 18:40:21): I would like to request a refund on a gift that I sent to my friend
Abizer (08/01/2021, 18:40:28): He hasn't played the game at all
Prashant (08/01/2021, 18:41:43): I will surely check the game if it is eligible for a refund or not so that I can help you out.
Prashant (08/01/2021, 18:41:43): Please share the email address linked with the EA Account.
Abizer (08/01/2021, 18:42:39): the email address of my account or the email of the friend I gifted it to
Abizer (08/01/2021, 18:42:50): ?
Prashant (08/01/2021, 18:43:18): Email address of your EA Account.
Abizer (08/01/2021, 18:43:29): ************** (Hidden for privacy reasons)
Prashant (08/01/2021, 18:43:55): Thank you so much!
Prashant (08/01/2021, 18:44:11): Please allow me a minute to locate the account and check.
Prashant (08/01/2021, 18:46:59): I just sent a 6 digit verification code on your email, please share the code with mentioned on the email.
Abizer (08/01/2021, 18:47:21): 567908
Prashant (08/01/2021, 18:48:40): I just checked the date of purchase and it was purchased back on 30th December as per our refund eligibility criteria we cannot initiate a refund you can check the details on the below link.
https://help.ea.com/article/returns-and-cancellations/
Abizer (08/01/2021, 18:49:37): in that page it says I can request a refund within 14 days if the game has not been played
Abizer (08/01/2021, 18:49:46): the game hasn't been played
Abizer (08/01/2021, 18:49:55): and it has only been 9 days
Abizer (08/01/2021, 18:50:13): can you specify the exact reason as to why the refund has been denied
Prashant (08/01/2021, 18:52:36): I will need a log to confirm if the game was launched or not, please ask your friend to follow below steps and share the log files.
Prashant (08/01/2021, 18:52:36): Open a File Explorer window.
Search the C: drive for “Client_log”. If there’s more than one result, choose the one in the folder called AppData/Local/Origin/Logs.
Abizer (08/01/2021, 18:53:40): how do i send u the client log?
Prashant (08/01/2021, 18:55:22): I just sent an attachment request attach the log and let me know.
*At this point I sent him the client log from my friends PC*
Prashant (08/01/2021, 18:58:30): Did you attached client log of your friends PC or your?
Abizer (08/01/2021, 18:58:37): friends pc
*Some time passes and the first agent leaves and a new one starts msging me in the same chat bar*
Elena (08/01/2021, 19:04:26): Thank you for contacting EA HELP, my name is Elena, may I start with your first name please?
Abizer (08/01/2021, 19:04:54): Abizer
Abizer (08/01/2021, 19:07:03): Hello?
Elena (08/01/2021, 19:08:57): Hello! Nice to meet you!
Elena (08/01/2021, 19:09:13): I see that you would like to request a refund.
Abizer (08/01/2021, 19:09:17): yes
Elena (08/01/2021, 19:10:15): I understand, no worries, let me see If we can help with the refund request.
Elena (08/01/2021, 19:10:16): First, I need to verify the account, I will send you an email with a six digit verification code. Can you please provide the code once you receive it?
Abizer (08/01/2021, 19:11:17): 859520
Elena (08/01/2021, 19:13:48): Thank you.
Elena (08/01/2021, 19:14:12): Can you tell me the name of the game you purchased?
Abizer (08/01/2021, 19:14:22): Star Wars Battlefront 2
Abizer (08/01/2021, 19:14:42): I gifted it to a friend
Abizer (08/01/2021, 19:14:58): He hasn't played it even once
Abizer (08/01/2021, 19:15:23): It has been only 9 days since purchase
Abizer (08/01/2021, 19:15:50): He said he doesn't want the game
Elena (08/01/2021, 19:18:46): Do you also play Star Wars Battlefront 2?
Abizer (08/01/2021, 19:20:59): Yes I have Battlefront 2 on my account as well
Elena (08/01/2021, 19:21:19): When have you purchased the game?
Elena (08/01/2021, 19:21:25): On your account.
Abizer (08/01/2021, 19:21:43): I am not asking for a refund for the game on my account
Abizer (08/01/2021, 19:22:04): I am asking for a refund for Battlefront 2 I gifted to my friend
Elena (08/01/2021, 19:22:15): Yes, I understand that.
Elena (08/01/2021, 19:22:31): I was asking you when did you get the game? The one you're playing.
Abizer (08/01/2021, 19:22:59): I purchased the EA pass via Steam
Abizer (08/01/2021, 19:23:10): I did not buy Battlefront 2 specifically
Elena (08/01/2021, 19:23:27): Thank you.
Abizer (08/01/2021, 19:30:50): hello?
Elena (08/01/2021, 19:34:08): Can you please click on the link below and let me know what does it say?
Elena (08/01/2021, 19:34:08): https://help.ea.com/en/refund/
Abizer (08/01/2021, 19:34:45): this link only applies to games that I purchased for myself
Abizer (08/01/2021, 19:34:51): I purchased a gift for my friend
Abizer (08/01/2021, 19:35:03): so it's not on my account
Abizer (08/01/2021, 19:35:56): I know this for a fact because the very day I gifted him the game I checked this website and it still said I didn't qualify for a refund
Abizer (08/01/2021, 19:36:09): He still hasn't played the game
Abizer (08/01/2021, 19:36:38): 14 days from the day I bought the game (if the game has not been played)
Abizer (08/01/2021, 19:36:46): It has only been 9 days
Elena (08/01/2021, 19:42:37): Thank you for waiting. I double checked with my Team and you are not eligible for a refund.
Abizer (08/01/2021, 19:43:43): Can you elaborate on why I am not eligible
Abizer (08/01/2021, 19:44:42): Like I said the term in the refund page said 14 days limit if the game hasn't been played
Abizer (08/01/2021, 19:44:50): The game hasn't been played
Abizer (08/01/2021, 19:45:01): and it has only been 9 days since purchase
Abizer (08/01/2021, 19:45:07): so why am I not eligible
Elena (08/01/2021, 19:46:00): Yes, I've sent you the link on how to check If you're eligible.
Abizer (08/01/2021, 19:46:29): And according to the elgibility criteria
Abizer (08/01/2021, 19:46:32): I am elgible
Abizer (08/01/2021, 19:46:36): like I said
Abizer (08/01/2021, 19:46:42): did you not read what I just said
Abizer (08/01/2021, 19:47:04): According to the page
Abizer (08/01/2021, 19:47:26): I am eligible "Within 14 days from the day you bought it, if you have not launched the game."
Abizer (08/01/2021, 19:47:43): My friend hasn't launched the game even once
Abizer (08/01/2021, 19:47:56): and it has been less than 10 days since purchase
Elena (08/01/2021, 19:54:11): That's what you see on your end. But I checked and there is no option to process the refund, as the gift doesn't qualify for one.
Abizer (08/01/2021, 19:54:40): Why does the gift not qualify?
Abizer (08/01/2021, 19:55:09): can you specify on why the gift doesn't qualify
Elena (08/01/2021, 19:56:20): If it were to qualify, we would have had the option to refund it. It's automatically reviewed by the system and when a game is eligible for a refund, we have the option to refund it.
Elena (08/01/2021, 19:56:32): Unfortunately, we can not help with your request.
Elena (08/01/2021, 19:56:42): Is there anything else I may help you with?
Abizer (08/01/2021, 19:58:05): Why does the system not specify why it cannot refund
*Agent ends the chat without giving me an answer*
