Declined refund request

sydneyhorn · Dec 8, 2018

My son purchased an "ARK season pass" thinking it was the game. He doesn't own ARK so it is of no use to him.

He bought it 10 days ago and only just confessed his mistake. He works hard for his pocket money and the £23 is not something he can afford.

I went through the refund process and the request was declined - with no reason given.

Do Microsoft really need my sons money that much? He spends almost all his money as it is on his Xbox. Surely they can refund an honest mistake like this?

He says the purchase is no longer "in his queue" so he's not even got what he bought anyway!

Is there anyway to appeal this decision?

:)

XBF Amber M

Hi Sydney,

Thanks for reaching out to us in the forums with this issue. I see that your refund request has been reviewed by our team and at this time we are not able to refund your order. If you have questions about the decision please reply to the confirmation
email sent to you as previously mentioned by Smwutches. They should reply back in about 48 hours. If it still comes back as a denial, then you can always request the refund again to see if you get a different result. Click here to get a bit more
information on How
to complete the refund request form.

I hope this helps a bit more.

WPAK

Hi there,

I'm not sure there is a way to appeal this decision, the only option I can think of to get more info is by contacting Xbox Support via Phone or Support Chat at
http://support.xbox.com/contact-us

But honestly I don't know if they can help at all.

The reason why it's no longer showing in his queue is likely because it was already downloaded, but since it's not a full game, it won't show in the installed games list, if the game would be installed to content would be available, either in the game's
Installed section or via in game menu for that game

Flymonkey102

Be persistent as long as the item is still within the ToS you should be able to get a refund.

XBF Nestor S

Hey Sydney thanks for keeping in touch,

As previously stated by our Ambassador team, reply to the denial email, there is an actual human being behind those not an automated system. The correct way to appeal the denial is to reply to the email and give them a bit of time to get back in touch. Give
it a shot and let us know if we can further assist in this or any other issue.

sydneyhorn

Hello Sydney,

In this case I would request a call back and speak with a support representative.

When you go to
Contact Us to get it to request a callback follow these steps:

Step 1 ----select Xbox One

Step 2 ----select no thanks, then select category system update

Step 3-----gives some troubleshooting or help tips (don't select anything here)

Step 4 ----select request a call from support

Once they call explain the issue and they will be able to help you.

Hope this helps.

Thanks,

Brad

Xbox Forum Team

Thanks for the advice.

It appears the call back is closed for today.

I shall try again tomorrow.

Declined refund request