A denial stings, but it is often worth a second look. Start by confirming the denial actually matches the published rule: were you inside the window, under the playtime cap, and not in a non-refundable category? The platform policy pages and the eligibility checker let you verify the numbers before you argue them.
If the policy was applied correctly and you simply fall outside it, escalate rather than re-request the same way. Keep a tight evidence file: order IDs, purchase and request dates, screenshots of error codes or crashes, and the denial message. A clear, dated timeline is what turns a generic "no" into a reviewable case. The dispute guide walks the escalation step by step and includes a printable appeal letter you can adapt.
When the denial rests on a faulty or misdescribed product — a game that crashes on launch or doesn't match its store description — your regional consumer-rights law may give you a remedy the platform's own policy doesn't. Check the UK, EU, AU, or Canada page for the relevant right and how it sits on top of store policy.
If the platform still won't move, the card-issuer dispute (chargeback) path is the backstop — but use it as a last resort and after you've documented the attempt, because chargebacks have their own rules and timing. The chargeback guide explains when it fits and how to file it without sinking your account.