How can I dispute a refund response?

Couve Suave · Apr 25, 2022

I have purchased GTA V - Series X/S version story mode twice.

This version, previously called Expanded & Enhanced, is very tricky to find on the Microsoft store:

It isn't listed as an add-on to GTA V Premium edition
It isn't listed as an add-on to GTA Online
It isn't a game by itself

But it can be found in a bundle that includes GTA V Online + GTA V story mode optimised for X/S

Not keen on playing GTA V online, I purchased the story mode, separately.

To my misfortune, I cannot find it on my games list and a bit of online troubleshooting hinted to me that it was part of GTA V online, and not a game on its own.

I purchase the bundle - hence duplicating the GTA V story mode purchase.

When I request the refund, Microsoft claims I have played it already so it's denied.

I have already bought the GTA V Premium edition by mistake and played it thinking I got the X/S edition, given how hard it is to find this freaking version in the store.

Navigating through the support automated chats brings me on an endless loop without avail. Can some of you veteran Microsoft souls guide me through a solution?

:)

Smwutches

You would need to reply to email you received denying the refund to contact the refund specialists.

Darhyl Amizola

You're welcome and I sincerely appreciate the response.

Unfortunately, that is the only option to dispute a refund. There are no other ways to escalate the refund appeal.

Best regards,
Darhyl

Darhyl Mayte Amizola

Thank you for your response.

As for your refund, you mentioned that your refund request was denied. In order to dispute the results, please reply to the refund results in your email and explain to them that the game is not working. Help them understand that your request should be granted to reconsider their decision.

After submitting your dispute, you will receive an update from the Refund Webform team via email within 72 hours.

Don't worry, I have experienced the same before and had my refund granted after disputing the results.

Darhyl Mayte Amizola

Hey David!

Nice to meet you! I'm Darhyl, a fellow gamer. I'm sorry you are experiencing this. I am here to help.

Nothing to worry, you can still possibly have your refund approved by disputing the refund webform decision.

You will need to reply to the refund email result and help them understand that your refund request should be granted.

Once you have disputed the refund decision, you will receive a response from them within 72 hours.

No worries, I had also a similar issue before and had my refund request granted by disputing their decision.

Thank you so much for your time! I hope you have a great day!

JosefLBohorquez

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.

I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today despite this Kwondissimo

Unfortunately the only way to appeal to a refund denial is replying to the email sent by the refund team :c

Just to confirm, is this the refund for that you sent?

https://support.xbox.com/forms/request-a-refund

The other option is dispute the charge with your bank directly, but keep in mind that this can be have consequences in the future with your Microsoft account (I personally don't recommend that, but if you really need the money back. That's an option)

How can I dispute a refund response?