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What to do when support tickets aren't being responded to?

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PinkRae

I did a giveaway almost a month ago now and the winner never marked the game as Received, even though it's clearly in their game library. Trying to contact the winner hasn't been successful and my support ticket isn't being responded to either. What can you do in a situation like this? Is there a way to contact someone on SG to have the giveaway marked as received?

5 years ago

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5 Comments
thoughtfulhippo

You can comment on one of your winner's past giveaways and politely request they mark received. This is the closest SG has to direct messaging.

Otherwise, just wait. Don't create another support ticket, it won't get dealt with any quicker than the first.

5 years ago
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PinkRae

I'll definitely try that then! Sadly, I don't think it'll help much, seeing that the winner blocked me on steam and never responded to my email either.

5 years ago
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thoughtfulhippo

A lot of people don't like to be contacted at random on Steam, so don't take it badly. Sending them a polite comment via a GA, suggesting they may have forgotten to mark received is your best option. It's also a lot easier for SG support to see, to show you've attempted to contact the winner.

5 years ago
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Mayanaise

Is there a way to contact someone on SG to have the giveaway marked as received?

If you're talking about contacting support staff directly - no. That's what lodging a ticket is for.

Soooo - you can leave a message on one of the winner's old giveaway if they have one.
You can also try adding them on Steam if you haven't already tried.
Emailing them is the last resort.

5 years ago
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WorstShot

What type of ticket did you create? I assume in your case it would be a Request Received ticket but if you created a User Report instead then that would cause an issue since different levels of support deal with different types of ticket.

5 years ago
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Closed 5 years ago by PinkRae.