[Notices] Customer Support Improvements and Changes

Notices Jun 15, 2021, 00:00 (UTC) Customer Support Improvements and Changes

Greetings Adventurers,

First off, we want to thank all our Adventurers for the incredible showing of support and love you’ve given us after we began publishing and directly servicing Black Desert Online in North America & Europe on Friday, February 26, 2021.

Yet, partly due to this overwhelming interest and attention, Black Desert Online’s Customer Support was inundated by an unprecedented number of support inquiries. Even with the

help of the entire Black Desert team, we’ve failed to quickly respond to our Adventurers’ inquires since the start of our

service almost 4 months ago. Additionally, we’ve discovered that some of our replies contained errors or mistakes due to our negligence.

As such, we want to take this chance to sincerely apologize to all our Adventurers for our failure to quickly and accurately respond to your inquiries.

Right now, we believe we’ve reached a point where our Customer Support will be able to respond to your inquiries more quickly. We will also work harder to prevent any incorrect or mistaken replies as well.

Furthermore, we’ve received a variety of feedback from Adventurers regarding our Recovery Policy since the service transfer. After reviewing this feedback, we came to an agreement that certain parts required improvements. And so, we’ve decided to amend certain parts of the Operational Policy in order to provide our Adventurers a better service.

The major changes are as follows:

Customer Support Improvements and Changes

Support Category	Before Changes	After Changes
Recovery for Account Owned Mounts	- Limited to once a year per account	- Limited to twice a year per account
Recovery for Guild Owned Mounts	- Limited to once a year per account	- Limited to twice a year per guild
Selected the wrong item after completing a quest	- Recovery is not supported	- Limited to once a month per account - Must not have used the item after obtaining it - Item must be in a state where it can be withdrawn
Selected the wrong optional/selection reward for an event or Challenge	- Recovery is not supported	- Limited to once a month per account - Must not have used the item after obtaining it - Item must be in a state where it can be withdrawn
Crystals destroyed due to a character’s death	- Recovery is not supported unless there is a verifiable reason for recovery	- Limited to twice a year per account - Must send the inquiry within 72 hours of character death - All crystals destroyed during a single death can be recovered - Recovery not possible if the character’s Karma was negative at the time of death - Excluding crystals, other items/EXP cannot be recovered
Items extracted by using the Black Stone Extraction system	- Limited to once a year per character	- Limited to twice a year per character
Items extracted by using the Devour extraction system	- Limited to once a year per account	- Limited to twice a year per account
Items with downgraded enhancement levels from using the Cleanse system	- Limited to once a year per account	- Limited to twice a year per account
Items purchased by mistake/accident from the Guild Shop	- Limited to once a year per account	- Limited to twice a year per guild
Purchased the wrong item(s) from the Pearl Shop	- Must be within 15 days from the date of purchase  - Items must be unopened/unused/unequipped - Items will be recovered to the same character as the character at time of purchase - Items with time-limits will be recovered with the period remaining at time of the recovery date - Coupons used at the time of purchase cannot be recovered - Pearl refunds are not possible for products with bundle discounts, such as set creator discounts - Items with an expiration date/usage period that begins at time of purchase cannot be recovered	- Limited to once a month per account - Must be within 7 days from the date of purchase - Item must be in a state where it can be withdrawn - Items will be recovered to the same character as the character at time of purchase - Items with time-limits will be recovered with the period remaining at the time of the recovery date - Coupons used at the time of purchase can be recovered - Outfit dyes, items used to extract from sockets, socketed crystals, etc. cannot be recovered when recovering outfits - Exchanged pets cannot be recovered - Cannot be recovered if the items have different names, even if they have the same effect (e.g. If you purchased and used a Beast's Draught, recovery will not be possible even if you have an [Event] Beast's Draught in your inventory)
Purchased the wrong item(s) on the Loyalties tab	- Must be within 15 days from the date of purchase - Items must be unopened/unused/unequipped  - Items will be recovered to the same character at the time of purchase - Items with time-limits will be recovered with the period remaining at time of the recovery date	- Must be within 7 days from the date of purchase - Item must be in a state where it can be withdrawn - Items will be recovered to the same character at the time of purchase - Items with time-limits will be recovered with the period remaining at time of the recovery date

* The changes above will take effect after the Operational Policy is amended. The date of the Operational Policy amendment will be announced in a future notice.

* If your recovery was not eligible to be processed before the changes to our policy, please send us another inquiry after our policy is changed and we will investigate the request according to our new policy. Please check the full operational policy prior to re-submitting your request to ensure it meets all the criteria for eligibility.

Once again, we sincerely apologize for the inconvenience caused by our inadequate Customer Support after the start of the service transfer.

We will do our best to provide the highest level of service to our Adventurers. Thank you for your patience and support.

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