Since its release nearly two years ago, Genshin Impact has become one of the most popular open-world games worldwide, boasting a massive player base. In fact, according to recent stats, Mihoyo, the developer behind this hit, consistently ranks at the top in global game revenue charts. It makes sense given Genshin Impact’s huge appeal. Even without aggressive monetization tactics, many players are still willing to spend big in the game.
Recently, the online community erupted over a refund dispute involving Mihoyo. It all started with an 11-year-old player who spent over 20,000 yuan (about 70 million VND) of his mother’s savings on Genshin Impact. What’s more shocking is that he had only been playing for three days before voluntarily spending such a huge amount on the game. When his mother found out, she contacted Mihoyo to request a refund. According to policy, refunds for players under 18 are allowed, but Mihoyo’s response surprised many.
After investigation, customer service revealed this wasn’t the first transaction on the account. Mihoyo also said it’s difficult to confirm whether the 11-year-old actually made the purchases or if a parent was involved. Because of this uncertainty, Mihoyo refused the refund.
In reality, Genshin Impact requires real-name verification, and many young players have no choice but to use their parents’ information. So when cases like this happen, it’s impossible to tell if the transactions were made by the child or the adult, making refunds tricky. If Mihoyo started allowing refunds in these situations, their customer service would likely be overwhelmed with refund requests.
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