Gift for Friend via XBox Did Not Work - Refund Refused

Myrm · Jan 17, 2019

Hi

I am hoping somebody can help me understand a response I had from XBox Support a couple of days ago.

Using my XBox I accessed the Games Store and purchased the season pass of Elite Dangerous for a friend. Both of us are in the UK, and both of our consoles are affiliated with the UK store.

On my part the purchase went through smoothly ,and my friend received the notification that I had gifted him the item. However, when he tried to redeem it an error popped up telling him the gift was not eligible for his region. Again, we are both in the
UK and both our XBoxes are affiliated to the UK store.

I read the email I had received when I made the purchase and it showed a key/code for the purchase, so I sent that to him. Same error.

So I contact XBox Support via “live chat”. The support guy was vary helpful and despite his confirming that both consoles are UK based and the code for the purchase was authentic, he was unable to fix the problem. He suggested I requested a refund. He
gave me a support reference number. I was happy with this outcome. In the meantime I went onto Amazon UK and purchased a download code for £10, which I then gave to my friend and he was able to purchase the season pass. I then emailed XBox Support and requested
a refund, providing the support reference number.

A few days later, yesterday in fact, I received an email from XBox Support telling me that my refund request had been rejected as it did not meet the “Terms and Conditions”. No further explanation was provided to explain their reasoning. They closed the
case. I opened it up again and asked them why I was not able to get a refund for an item that did not work. The case was again closed with no further response from XBox/MS.

Can somebody here explain to me why this was not eligible for a refund? Are MS in the wrong here or can they legally refuse to refund me for a product that did not work as advertised?

Many thanks for any help proffered.

:)

Atherza

They should give you a refund, try to contact them again soon.

Myrm

Hi, and thank you for your quick response.

Unfortunately I did reply to the email from support directly, and they immediately closed it again without a response. Should I try again?

XBF Amber M

Hi Myrm,

Thanks for reaching out to us in the forums for this issue. Sorry to hear that your refund request didn't go through initially. Here on the forums we don't have the tools available to assist with refunds; however, you do have the option to respond directly
to the confirmation email you received to dispute the denial.

Note Due to high support activity,
refund response times can be more than 72 hours. Thanks for your patience.

I hope that this helps out!

The Viral Cyrix

You need to speak to support/billing. Unfortunatly no one here would be able to pursue this issue any further

FreeAndSay

Hi there,

Try to ask for a refund again, if they rejected the case, then I suggest to contact the official Xbox support about this by using this link: support.xbox.com/contact-us

Thank you!

Gift for Friend via XBox Did Not Work - Refund Refused