Never ever respond to reviews.
2 exceptions:
* if you want to give tech support
* if you want to inform about an upcoming change/feature
don't beg, don't argue, don't be petty, don't be snarky
A game with 1M wishlists shouldn't have to resort to this. Asking a player to delete their negative review after a refund is just a terrible community management practice.
A bad review is still valid feedback, and bargaining with refunds manipulates the rating.
(They edited their response after getting backlash online β οΈ)