Dear Epic, Please Update Marketplace Products

[Unreal_Josh (Fab_Josh)]

@SE_JonF

It shouldn’t have even been processed without:

1. Notifying the seller of the refund request per the refund policy

2. Upon making contact with the seller, the seller would have informed the staff that they sent in the updates long ago and are waiting for them to go live and or the staff checks to see if an update for the product is in the queue.

If Epic is refunding products for this, that is beyond unacceptable. This is not in the sellers control, and we shouldn’t be punished for it. Furthermore if they are not contacting sellers about refund requests that is a breach of their own policy. That is *very *concerning.

I looked into this and here’s what I can share:
We don’t issue refunds just because the current seller listing is not up to date with the engine version. We are going out of our way to also double check to see if a seller has an update in the queue when reviewing a refund request. If a seller were to list something as compatible with 4.17 and it is not, that would be considered an inaccurate posting and the buyer would be eligible for a refund.

When a buyer requests a refund, we do contact the seller. If there is an error on the seller’s part, we give them two days to correct it. If it’s buyer’s remorse, the seller makes the choice of if they want to grant a refund. If it’s considered an inaccurate listing or credit card fraud, we will process the refund. In all cases, our process is that notify the seller. If there’s a specific situation where this communication didn’t happen, I’d like to know more. You can let us know privately at [EMAIL=“marketplace-support@unrealengine.com”]marketplace-support@unrealengine.com

Thanks,
Josh