DDO Store Point Refunds from 9/22 Rollback

[Cordovan]

UPDATE: Purchases made during the rollback window have been refunded. Additionally, impacted players may see favor granted points returned from the window, twice.

DDO Store point purchases made during the rollback window associated with our 9/22 downtime have now been refunded. Thank you!

[jskinner937]

Again what about astral shard purchases during the roll back?

[Heledore]

I've lost 416 points (on Inventory Space Upgrade). You gave me back only 25...

[thebeast1985]

DDO Store point purchases made during the rollback window associated with our 9/22 downtime have now been refunded. Thank you!

uhm, for the sake of fariness. please change the title from DOWNTIME to ROLLBACK

On which many lost ddo points, and all lost something, and yet, your superiors (not you Cordovan, you are not responsable for this mess, at least i think, correct me if I'm wrong) dosen't care less about us.


So, i think we haven't been treated, how to say, in a fair way, am I wrong?

[Cordovan]

I've lost 416 points (on Inventory Space Upgrade). You gave me back only 25...

Can you provide more detail to me in a private message here? I would like to know what you are using to check these numbers, so we can help determine whether we are talking about partial refunds, refunds happening over a period of time, or specific things not being refunded correctly. Is this statement based on looking at your store purchase history?

[Cordovan]

We are investigating reports that not all of the DDO Store point purchases made during our rollback window last week have been returned. We will make sure you get your points back! As soon as we have more information we will share it, and we apologize for the delay.

[Arkai]

Can you provide more detail to me in a private message here? I would like to know what you are using to check these numbers, so we can help determine whether we are talking about partial refunds, refunds happening over a period of time, or specific things not being refunded correctly. Is this statement based on looking at your store purchase history?

I got the same situation. This was my purchase:

https://scontent-mad1-2.xx.fbcdn.net/v/t39.30808-6/308127250_5974680392556221_4305728464587342262_n.j pg?_nc_cat=111&ccb=1-7&_nc_sid=0debeb&_nc_ohc=S1gYoP9WfocAX91A3_a&_nc_ht=scontent-mad1-2.xx&oh=00_AT81y1LOhJR-70OzwXjDxXT7x1fH4-ms0JomNN6RCNqdbg&oe=6339306F

And this the refund:

https://scontent-mad1-2.xx.fbcdn.net/v/t39.30808-6/308058933_5974680389222888_886707518000260818_n.jp g?_nc_cat=108&ccb=1-7&_nc_sid=0debeb&_nc_ohc=USzk4uR6sGcAX-y4XU0&_nc_ht=scontent-mad1-2.xx&oh=00_AT_rfRlTlOU2Gof8CzACeSmcRdO4EyAZ4x8dloSgxLgI fQ&oe=6338E0DB

I check this at HISTORY, in the DDO Store.

[slarden]

We are investigating reports that not all of the DDO Store point purchases made during our rollback window last week have been returned. We will make sure you get your points back! As soon as we have more information we will share it, and we apologize for the delay.

Nope, I think you might have your time estimate wrong. I am not sure if this represents CST or EST

If it's EST the loss occurred before 7am.



Sep 23, 2022, 5:44 PM
In-Game Purchase
Topaz of Deathblock
?95 DDO Points 9938 DDO Points




Sep 22, 2022, 6:43 AM
In-Game Purchase
Topaz of Deathblock
?95 DDO Points 10033 DDO Points





It's a different account - not this one - I lost nothing on this account , but I lost a topaz of deathblock on another account. I am 100% positive it's gone because I purchased it and immediately slotted it and then put on the gear. It's definitely not there.

I purchased it, lost it during the rollback and purchased it again but didn't receive my refund. All that shows up in my account is points earned in game.



Sep 27, 2022, 5:46 PM
In-Game Points Grant

+25 DDO Points 10153 DDO Points



Sep 27, 2022, 3:36 PM
In-Game Points Grant

+25 DDO Points 10128 DDO Points



Sep 25, 2022, 10:00 PM
In-Game Points Grant

+25 DDO Points 10103 DDO Points



Sep 25, 2022, 10:00 PM
In-Game Points Grant

+100 DDO Points 10078 DDO Points



Sep 25, 2022, 9:34 PM
In-Game Points Grant

+15 DDO Points 9978 DDO Points



Sep 25, 2022, 8:10 PM
In-Game Points Grant

+25 DDO Points 9963 DDO Points



Happy to provide details or put a ticket, but if you are going to fix it globally I don't want you to get bombarded with tickets.

[Heledore]

Where did you find your history of DDO Points? (...) Edit: I found it! (so embarrassing :P)

Yup:
Sep 27, 2022, 09:53 PM
SSG Refund For Downtime 9/22/2022
+25 DDO Points

CEST ;)

[Cordovan]

Again what about astral shard purchases during the roll back?

Astral Shards should have been returned as part of the rollback, the items will not have been purchased. If your experience is different, please let me know, best in a private message with details.

[WaxLyrical]

UPDATE: We are investigating reports that not all of the DDO Store point purchases made during our rollback window last week have been returned. We will make sure you get your points back! As soon as we have more information we will share it, and we apologize for the delay.

DDO Store point purchases made during the rollback window associated with our 9/22 downtime have now been refunded. Thank you!

I bought a true heart of wood to TR and post patch had 27 points remaining. Now after roll back and refund I'm back at level 23 with no heart and have 527 points. I suspect your abacus is broken and you are burning good will of players.

[Lamassut]

We are investigating reports that not all of the DDO Store point purchases made during our rollback window last week have been returned. We will make sure you get your points back! As soon as we have more information we will share it, and we apologize for the delay.
I have several friends who have not received the missing points either. They have asked me to ask what they should do. Wait, post another ticket, explain the situation in the email received after the original ticket?

honestly, I do not know anyone who has received the lost points, and I do know quite a few friends and acquaintances in the opposite situation. I don't know how you automated the process, but it failed big time.

[Cordovan]

I have several friends who have not received the missing points either. They have asked me to ask what they should do. Wait, post another ticket, explain the situation in the email received after the original ticket?

honestly, I do not know anyone who has received the lost points, and I do know quite a few friends and acquaintances in the opposite situation. I don't know how you automated the process, but it failed big time.

At the moment, wait. If we do end up needing people to file tickets we will let you know, but this should hopefully be an automatic refund.

[Lamassut]

At the moment, wait. If we do end up needing people to file tickets we will let you know, but this should hopefully be an automatic refund.
Thanks!

[WaxLyrical]

At the moment, wait. If we do end up needing people to file tickets we will let you know, but this should hopefully be an automatic refund.

Is there some timescale you have in mind because it seems like we're being asked to go to the stores department for a "long stand" or perhaps get some sparks for the grinder. U56 has been a sorry episode which is being matched by your legendary customer support.

[Cordovan]

Is there some timescale you have in mind because it seems like we're being asked to go to the stores department for a "long stand" or perhaps get some sparks for the grinder. U56 has been a sorry episode which is being matched by your legendary customer support.

We are continuing to work on it today and as soon as we have more information to share we will. It's hard to provide an ETA until we are further along in the process.

[Lamassut]

At the moment, wait. If we do end up needing people to file tickets we will let you know, but this should hopefully be an automatic refund.
Two of my friends have received the points already. The third one hasn't connected yet, so I don't know.

Thank you.

[WaxLyrical]

We are continuing to work on it today and as soon as we have more information to share we will. It's hard to provide an ETA until we are further along in the process.

Points are back, thank you.

[Heledore]

Points are back, thank you.
Same:cool:

[Cordovan]

We have begun refunding DDO Store Point purchases made during the 9/22 rollback, and all impacted players should receive their refunds within 24 hours. The "issue" as it were with incorrect refunds yesterday was caused by a process error that actually ended up double-granting points that players had earned in-game during the window of the rollback instead of the intended points spent on DDO Store purchases to players who were in need of refunds. Enjoy the extra points for anyone who received them! That explains the series of 25 point refunds some impacted players reported receiving, while others were not receiving anything.

[slarden]

Nope, I think you might have your time estimate wrong. I am not sure if this represents CST or EST

If it's EST the loss occurred before 7am.



Sep 23, 2022, 5:44 PM
In-Game Purchase
Topaz of Deathblock
?95 DDO Points 9938 DDO Points



Sep 22, 2022, 6:43 AM
In-Game Purchase
Topaz of Deathblock
?95 DDO Points 10033 DDO Points




It's a different account - not this one - I lost nothing on this account , but I lost a topaz of deathblock on another account. I am 100% positive it's gone because I purchased it and immediately slotted it and then put on the gear. It's definitely not there.

I purchased it, lost it during the rollback and purchased it again but didn't receive my refund. All that shows up in my account is points earned in game.



Sep 27, 2022, 5:46 PM
In-Game Points Grant

+25 DDO Points 10153 DDO Points



Sep 27, 2022, 3:36 PM
In-Game Points Grant

+25 DDO Points 10128 DDO Points



Sep 25, 2022, 10:00 PM
In-Game Points Grant

+25 DDO Points 10103 DDO Points



Sep 25, 2022, 10:00 PM
In-Game Points Grant

+100 DDO Points 10078 DDO Points



Sep 25, 2022, 9:34 PM
In-Game Points Grant

+15 DDO Points 9978 DDO Points



Sep 25, 2022, 8:10 PM
In-Game Points Grant

+25 DDO Points 9963 DDO Points



Happy to provide details or put a ticket, but if you are going to fix it globally I don't want you to get bombarded with tickets.

Nicely done, I received my refund today





Sep 28, 2022, 5:52 PM
In-Game Points Grant

+25 DDO Points10298 DDO Points




Sep 28, 2022, 3:52 PM
In-Game Points Grant

+25 DDO Points10273 DDO Points




Sep 28, 2022, 11:04 AM
SSG Refund During Rollback 09-22-2022

+95 DDO Points10248 DDO Points