I bought a game in less than 24 hours realised it was the wrong game asked for a refund and...

Hello there, a few days ago I bought Dragon Ball Z Kakarot on the Xbox one and it turns out I bought the wrong game, I played the game for around 2 hours before I realised my mistake and quickly uninstalled the game and requested a refund however for some reason my request was denied as "they cant refund digital games that have been played or used" which I believe to be utter nonsense as I have refunded digital games before with 0 issue. I simply bought the wrong game and want my money back.

Yeah. If you played it for more than 2 hours then that makes you ineligible for a refund.

You had to have had the game for less than two weeks AND played less than two hours to be eligible for a refund

Thank you very much gerado I will do from the information you have just given me

Hi there Michael, my name is Gerardo, and I'm an Xbox player, just like you. I'll be happy to assist you with any questions or concerns you may have.

If your refund has been denied, and you believe it's an error because you haven't requested any other refund this year, please reply to the email you received informing you of the refund rejection. In your response, explain in detail the reasons why they should reconsider their decision and why you believe they should accept it. This is the only way to appeal the rejection and to get back in touch with the team that originally handled your refund request.

In case you haven't received any email informing you of the refund rejection after 24 hours, even after checking your spam/junk email folder, then I recommend reapplying for the refund using this alternative link:

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

If your refund is denied again this time, you should now receive an email informing you of the denial, as this is the only way they have to communicate this information when the refund is requested through that link. When you receive the email, respond to it as I mentioned before.

Please note that in this public community forum, we are just players like you trying to assist and guide other players. This means we don't have access to other accounts or access to refund information of other users.

Thank you for your understanding, and I wish you good luck.

Kind regards,
Gerardo.

No problem, Michael, it's a pleasure to help.

Kind regards,
Gerardo.

Luckily I was able to get a refund since I bought it less than 24 hours from it becoming free, shout out to Arnold who helped me out!