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No response on support ticket #413961 after 12 days

A topic by hansadventure created 22 hours ago Views: 41 Replies: 2

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Hello,

I am writing to request an update on a support ticket I submitted on October 20th (Ticket ID: #413961). It has been nearly two weeks, and I haven't received a reply yet.

My ticket is about a serious issue regarding a purchase I made. The creator advertised and sold a package as game-ready, handmade assets. However, after purchasing, I discovered that these assets were entirely AI-generated and poorly optimized, making them completely unusable for actual game development.

I feel misled and scammed by this false advertising, which is why I requested assistance/a refund through the official support channel.

I understand the support team is busy, but since this involves misleading product descriptions and a financial transaction, I would really appreciate it if a staff member or moderator could look into my ticket.

Thank you for your time and help.

Here is the link to the purchase, along with a few example images:

/s/181841/tileset-bundle

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Jeremy11 hours ago(+1)

From itch.io's own terms, this sounds like the kind of case they do refund. The Refunds section says support can process a refund when a product "does not accurately represent what was advertised", so a ticket was the right move. Their quality guidelines also say creators must tag generative AI use, and that it's strictly enforced on game asset pages. So if those assets are AI-generated and not marked that way, it's worth using the Report link at the bottom of each asset page too, which goes to moderation separately from your ticket.

Some sellers on older payment setups handle refunds themselves, so messaging the creator directly can't hurt while you wait. Keep your receipt and the example images together so you can add them to the ticket in one go if support asks. Twelve days of silence is frustrating, especially when you paid for something you can't use.

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hansadventure1 hour ago

Thank you; thanks to your recommendation, I will also reach out to the content creator.

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