We run on a skeleton crew on weekends, and during that time we prioritize crucial issues, especially related to account access and billing.

My colleague replied to the best of his knowledge - that we are aware of the problem and have fixed it. I'm not exactly sure what is Steam-like about his reply, and would appreciate some more feedback as to what makes a Support reply a non-Steam-Support-like reply, for my consideration as to whether or not I should implement some new procedures within my department.

I must, however, apologize for my colleague being incorrect in his reply - while our devs are aware of the issue, it hasn't been fixed _yet_. The problem is related to the way our back-end works and fixing it would require considerable effort from our devs. Since we discovered the problem on Friday afternoon, and it isn't a severe issue, it wasn't fixed by the end of the day.

While this issue can be confusing, the original purchase is recognized and can be found in a user's My Account section. As far as I am aware, it shouldn't be possible to re-purchase the same game within a few hours of the original purchase (but please let me know if this hasn't happened by now in your case). What further decreased this problem's perceived severity, is that, to all intents and purposes, the user inflicts this glitch upon himself (as in, repurchasing doesn't occur without a user's knowledge), and we can always remedy such a problem with a quick refund.