According Tencent 2023 financial report, honor of kings top up annual refund requests reach 2.1 million (0.37% total recharge orders), minor occupy 63% (average refund amount 328 CNY). Refund approval rate 74.5% (SD±3.2%), manual review average take 27 hours (compare 2022 shorten 43%), reference《Genshin Impact》2023 refund approval rate 68% industry benchmark. User complaint data show, “virtual item consumed” rejection cases occupy 89% failed applications (72% involve skin fragment synthesis).
Legal compliance dimension, China《Minor Protection Law》require game companies must support full refund for minor recharge, Tencent through “face recognition + guardian confirmation” make this refund process time compress to 9 hours (error ±1.2h), 2024 Q1 minor complaints year-on-year drop 41%. Under EU GDPR, Germany players utilize “14-day cooling period” clause achieve 94% refund success (non-EU regions 58%), but processing cost increase 37% (single refund compliance review cost ~€2.1).
Technical risk control data reveal, 2024 Tencent upgrade “device fingerprint + IP behavior analysis” system make malicious refund detection accuracy rise to 98.7% (false positive rate from 5.3% drop to 0.8%). Example: studio batch register accounts launch honor of kings top up refund fraud (12 requests/device/day), system detect via SOC temperature fluctuation (±0.8°C anomaly) and operation interval regularity (variance <0.2s) intercept rate reach 99.2%.
User rights protection difference significant, VIP9 users (accumulated recharge >50k CNY) emergency refund channel response time 15 minutes (normal users 6 hours), success rate rise to 91% (normal 70%). Brazil market because PIX instant payment, unused item refund arrival time only 47s (error ±3s), but Turkey lira fluctuation cause refund amount deviation up to 12% (trigger manual recalibration probability 83%).
Dispute resolution cases show, 2023 Beijing Internet Court accept 648 game recharge lawsuits, honor of kings top up related win rate only 29% (main loss reason: 87% users cannot prove minor operation). But according《China Consumer News》2024 survey, 63% players think “skin trial period <3 minutes” refund limit unreasonable (actual tech can rollback items in 0.7s±0.1s).