Need help with a recently closed support ticket

[mystic sigil]

I recently contacted support because I was double-charged by Apple for the Ghostbusters pack due to an app crash mid-purchase. I reached out to support to request compensation since I know refunds aren’t allowed.

After an initial round of conversation with Mel, Rob informed me that I was auto-compensated, but didn’t give me any details about when or the exact amount of Caprice coins. And the math based on the explanation he did give me doesn’t line up with the amount of Caprice coins I currently have.

The ticket was closed with no response after I raised that concern.

If I was auto-compensated as Rob asserted, I’d like to find out what date that auto-compensation happened on, as well as how many Caprice coins were awarded.

If I wasn’t auto-compensated, I’d like to request compensation for the double charge (preferably in the form of a gem pack if I have a choice in the matter).

Eireann#42112
Conversation ID #407006

[lean sage]

@mystic sigil

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[ashen river]

How many coins do you have right now? Like exact amount

It should be 525 if the whole mega pack was purchased again (a t15 is worth 425, a t4 is worth 100)
If you only gained ~420 it sounds like the t4 didn't refund
But it should have done, like support said there this is an automated system 🤔

[lost verge]

Ooh, I can chime in on this - this was one I was explicitly instructing Rob on!

But yeah, it's an automated process within Shop Titans. Happened as soon as you made the duplicate purchase.

Whenever you buy a blueprint, and your account already has that blueprint, it's automatically substituted with caprice credit on par for the blueprint's tier, so you can pick your own replacement for it

If the claim is that you didn't ever receive the comp for it, then you'd have to reply to your ticket stating as such

Yeah, you definitely got them. I found the analytics right here

[mystic sigil]

Thank you, Tristan. This was the information I was looking for before my ticket was closed.

The charge on my Apple account didn’t go through until November 6, so I was under the impression that was the day the auto-compensation would have happened. From that premise, the fact that I only had 420 antique coins was what made me doubt the auto-compensation.

On a customer service note, I found Rob’s replies to be terse and vague. Combined with closing my ticket without comment after I expressed concerns, I was left with a bad taste in my mouth after the whole exchange.