Journey Headstart offer refund/compensation

Hi all,

I just wanted to clarify about refund requests and the Shiny Key mail.

If you are not happy with a purchase made for Gems of War we do encourage you to seek a refund from the store you purchased it from. You will not be banned for making a genuine refund request.

Bans in this situation are only placed in the case of suspected or actual fraud.

There is nothing wrong with requesting a refund and receiving one.
As long as you are requesting it in good faith and not in an attempt to use fraudulent payment methods or abuse the store’s policies in order to attempt to receive things for free, then you won’t have a problem with your Gems of War account.

I can’t speak for the stores themselves if you initate a refund through your payment provider, I don’t know what the store policies are in that regard and I don’t work for or represent them.

Regarding the 20 Shiny Keys we sent out, this was a blanket mail to cover those whose affected Pathfinder Troops had Shiny levels. Due to data storage and privacy laws we don’t retain all your personal information, including receipts, forever, so a lot of this information was unavailable to us when sending the mail so we just sent a blanket mail to anyone with Shiny levels on these Troops to give you a way to get further shiny tokens for Troops for those purchases/upgrades you’d made.

Regarding the most recent Journey event headstart offer compensation mail.

Unfortunately, currently in game we don’t display the upcoming event Troop’s details anywhere in game. This Headstart Offer went live before the regularly weekly scheduled blog post with the Troop details went live as well. We feel it was reasonable to assume Adelwing would work similarly to previous Pathfinder Troops and rather than handle compensation for the Headstart Offer on a case by case basis, we sent the mail out to add additional value to the Headstart purchase to make it nicer.

If you are unhappy with the purchase of the Adelwing Headstart offer and additional Shiny Key and 100 Gems sent for it, please contact your store for a refund as soon as possible.

We’re looking at adding the Troop details to the offer in future even if the Troop isn’t released in game yet so that you know exactly what you’re purchasing before you purchase it.

We’re very sorry this offer went live before the Troop details were published to the blog and that they have never been available in game when this offer goes live in the past.

We’re unable to provide additional in game resource refunds or compensation for these Troops or offers I’m afraid.

The rebalance was a recent decision and communicated as soon as we had the details.

Due to the size of the Troop pool and the age of the game (9+ years currently) we do try to regularly rebalance Troops to keep them balanced and we can’t guarantee that a Troop will always function as it did on first release. Sometimes Troops are buffed and sometimes we do have to nerf Troops as well to maintain some balance.

In those cases we have always provided refunds of the in game resources used to upgrade the Troop which you can self claim through the Collection menu for the affected Troops.

We rarely rebalance a Troop shortly after releasing it unless it causes a bug or behaves in an otherwise unexpected manner that ruins the gameplay experience badly.

Adelwing was a bit of an unfortunate outlier in that it was available in a Headstart offer less than 48 hours before the rebalance information was published and there was no information available about the Troop in game either. Combining that with the fact there was a pattern for the way Pathfinder Troops behaved previously, there was an unofficial expectation set about what the Troop would be like without more timely communication about what those differences would be this time. That was our mistake and we’ll endeavor to not let that happen again.

Gems of War is available on 7 stores including:

Xbox, Playstation, Steam, Google Play, App Store, Amazon Store, Nintendo Online.

I’m sorry you feel the Pathfinder changes has made the ownership of your console redundant but it’s far outside our scope or what’s reasonable to refund a console and associated hardware for 4 Troop rebalances, in a game that is still 100% playable and has over 1000 other Troops to choose from if you don’t like Pathfinders any more. As well as being available on a range of devices, some of which you may have already owned prior to the console purchase.

The other complaints and compensation requests I understand but that one is well outside our scope I’m sorry.

idk it was the second time they asked for it, so at that point I assume there’s some sincerity to the request on some level