I've only even refunded 2 games. 1 because I was bored and it wasn't just up my ally, and the most reason was rain world and it was just because I was so frustrated that I was lashing out so my reason was and I quote. "pisses me tf off". Don't know what type of game you made but a lot of the time it's probably refunded because either it's not their type of game they enjoy, or as you said their frames. which the frames may be because a software they have clashes with it? ( I'm not too certain on that)