[Update] Restoration Policies 2022

[KurumuGM]

The Restoration Process is a service done by the GM Staff in order to help those players who got their items compromised due to different factors.
Please bear in mind that this process might be long so the more information you provide us, the easier will be for the Staff to restore your items.


To report lost items, please submit a ticket through our Support Platform with the following information:

1. ID and IGN (in-game name) of the affected character and server.
2. Exact time and date (server time) of the incident.
3. Full name, option, and refinement level of the missing items [e.g., Ancient Hero Wings (Damage), XG+9, HP 1%].
4. IGN of the accused player.


*Reporting in the shortest possible time will increase the chances of tracking and fully or partially restoring the items you lost. If a considerable amount of time has already passed (more than 30 days), the GM team will not be able to assist you in recovering your items. Only cases with complete information will be investigated, if the information provided is insufficient, your case may be denied, therefore your items will not be restored.


Here are some possible scenarios to consider before submitting a restore request:

[Case I: Failed Refine]
The GM Team is not allowed to restore items that were broken or lost due to failed refining.

The only exception is if a player has an [Item Recovery Ticket] in their inventory. This item allows players to restore any equipment that was broken during a "failed refining process". This doesn’t include, upgrading to GIN Samael equipments, Spring Successions process, successful G-Refine process, exchanges for Einhorns Transformation Orders, or any other situations where an equipment is deleted as part of a process that differs from failing the equipment refining systems.

If the aforementioned requirement is met, the requested equipment can be restored within 70 days of its destruction using the IRT [Item Recovery Ticket]. To do this, you need to submit a ticket through our support platform. All items retrieved will lose their second option/spring option/enchantment and will be returned as +0. However, it will retain its degree of refinement as (G/DG/XG).

[Case II: Wrong price tag on an item sold by kiosk]
If an item had an incorrect price tag while it was being sold at the kiosk, the GM team will not be able to restore it. Remember to double-check the price of the item before starting any sale.

[Case III: Items/cegels purchased with Rohan Points]
The GM Team will not provide support of any kind for in-game items or services that were purchased through the use of RP Codes.

[Case IV: Sold Item(s) to NPC by Mistake]
Your item can be restored by the GM team after removing the cegels that you obtained from the sold item.
If your cegel balance isn't enough to cover the cost of the item, the GM team may ask you to scrape up enough cegels to cover the cost.

[Case V: Items dropped on ground expiration time]
All items dropped by both bales or characters are set to disappear at a certain time since being left on the ground.
Since this is part of game mechanics, our GM Staff won't perform any restoration or request for claiming those unpicked items under any circumstance.

[Case VI: Dropped Item(s) by Mistake or send through the Mailbox function]
If your item was dropped or sent through the mailbox without any other player picking it up, the GM Team can restore it.
However, if another player picked it up, either from the playfield or from Mailbox, this case would be considered as part of the game and would NOT be eligible for restoration.

[Case VII: Hacked account / Compromised Account Issue]
If an account has been shared between two or more players, the GM Team will not provide support, and any item restoration will be denied.

In order to avoid hacking into your account, we strongly recommend all players to activate google OTP (Two factors authentication) at the following link:
https://portal.playrohan.com/Member/...oogle_Otp.html

[Case VIII: : Item Upgrade/Refinement service or similar]
The GM team does not recommend or endorse these types of services. Each player is responsible for the results that they may obtain when requesting the services of other players.

[Case IX: Scams]
The GM Team will NOT provide assistance in any case involving a breach of trust. Players who voluntarily exchange their items without receiving anything in return are fully responsible for any consequences that may occur.
Fraudsters will be sanctioned in accordance with our policies. However, no restoration will be performed.


*The GM team is not responsible for monitoring the actions/transactions of each player; these are entirely your responsibility. However, we can intervene to provide support according to the situation.


Love Seal! ^^
Seal B.O.D. Team