《云海之下》客服功能后于充值解锁，《剑与远征》转人工20分钟后响应丨20款手游未保测评2025④

Core Viewpoint - The report evaluates the accessibility and efficiency of customer service for minors in gaming, focusing on the ability to resolve issues such as refunds and recharge disputes, reflecting the commitment of game companies to protect minors' rights [1][2]. Group 1: Customer Service Accessibility - Customer service is a direct communication channel between game companies and minor users or their guardians, with the introduction of smart customer service to reduce costs [2][5]. - In the evaluation of 20 games, 19 provided easy access to customer service within five steps, allowing direct communication or redirection to external platforms [3][8]. - An example of a game needing improvement is "Cloud Under," where customer service is locked behind certain game progress, creating a gap between recharge and customer service access [3][11]. Group 2: Refund Process and Legal Support - The legal framework supports minors in requesting refunds for unauthorized charges, with specific provisions for those under eight years old and those over eight if the charges are disproportionate to their age and consent is not obtained [6][8]. - In the current evaluation, 15 out of 20 games improved their refund processes, allowing users to provide transaction details for refunds directly within the platform [8][11]. - Notably, some games still require external channels for refund requests, although this has decreased from nine games last year to two this year [11]. Group 3: Challenges in Customer Service Interaction - Some games require users to input specific phrases or reach a certain dialogue threshold to connect with human customer service, creating barriers for minors seeking assistance [12][16]. - An example is "Sword and Expedition," where users faced delays and difficulties in reaching human support, highlighting the need for more straightforward access to customer service [12][16].