求助信模板：

Dear Valve Services and Kimi,

Firstly,thanks for your response very much.

I have tried to refund the pre-purchased game Syberia 3 Deluxe Edition three times(Ticket: 案件编号) yesterday,but it's replied that "We will not be granting a refund at this time. The date of the purchase exceeds 2 weeks (our refund policy maximum)".

However, In the "Steam Refunds", it's written that "When you pre-purchase a title on Steam (and have paid for the title in advance), you can request a refund at any time prior to release of that title. The standard 14-day/two-hour refund period also applies, starting on the game’s release date" The game Syberia 3 Deluxe Edition's real release date is 20,April,2017 and I played this game only 11 minutes.I think my situation conform to the refund rules( The standard 14-day/two-hour refund period ).

Thus, could you tell me the reason why my offer to refund this game was refused THREE TIMES clearly ?And Can I refund the PRE-PURCHASED GAME Syberia 3 Deluxe Edition ? How to refund the PRE-PURCHASED GAME Syberia 3 Deluxe Edition acceptably ?

I'm a loyal steam user and I love to play PC games on steam.I always believe that Valve Corporation is the BEST game company in the world.I really want to believe that in the future.I hope your reply to explain and solve my problem sincerely.

That’s all I want to say, Thank you!

Steam ID:

Date:

尊敬的Valve(steam)客服和kimi (具体回复人，说不定还是他处理这事),

       首先，非常感谢你们的回复。

       昨天，我已经三次试图对预购的游戏“Syberia 3 Deluxe Edition”提出退款了(Ticket: 案件编号)，但是被回复道“We will not be granting a refund at this time. The date of the purchase exceeds 2 weeks (our refund policy maximum) ”，也就是认为我的游戏购买时间超过 14 天。

但是根据贵公司的Steam退款政策“预购游戏退款”一条：“当您在Steam预购一个产品时（且已事先付清时），您可以在该产品发售前的任意时间请求退款。标准的 14 天/2 小时退款期也可适用，自游戏发售之日起计时”，结合游戏“Syberia 3 Deluxe Edition”的实际发售日期(real release date)为2017年4月20日，显然今天(4月21日)和昨天(4月22日)在“自游戏发售之日起计时”的14天内，而我仅仅玩了11分钟，这应该是符合贵公司的标准的 14 天/2 小时退款期的规定。

       因此，能否告知我三次退款申请被拒的具体原因？还有我能否对预购的游戏“Syberia 3 Deluxe Edition”提出有效的退款？如何对预购的游戏“Syberia 3 Deluxe Edition”提出有效的退款？

      我是一名忠实的steam用户，我喜爱在Steam上玩PC游戏。一直以来，我认为Valve公司是世界上最棒的游戏公司。我真的希望我将来也一直这么认为。我真诚地期待你们对于我的问题的解释与妥善处理。

       此致

敬礼

                                                                  再次表示感谢！！！

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