I need help to complete an order to replacement

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Agnes, this forum is for public viewing and unfortunately as independent consultants we do not have access to some data or your account, we cannot create a service order or follow it up.

Ideally, try contacting Xbox support via chat so they can help you.

In this case, you may need to get the controller replaced. You can request a replacement for your controller by signing in to this link and submitting the controller's serial number:

https://support.xbox.com/help/hardware-network/...

After you have successfully completed the replacement order the shipping label will be sent to you within 24-48 hours.

Thank you for letting me know and I apologize for the trouble. In this case, you may need to get the controller replaced/repaired.

You can create an order for your controller by signing in to this link and submitting the controller's serial number:

https://support.xbox.com/help/hardware-network/...

After you have successfully completed the replacement order the shipping label will be sent to you within 24-48 hours.

That's totally fine and thank you for checking but in this case, we may need to get the console replaced/repaired. You can request a replacement for your controller by signing in to this link and submitting the controller's serial number:

https://support.xbox.com/help/hardware-network/...

After you have successfully completed the replacement order the shipping label will be sent to you within 24-48 hours.

I had this same question. When I completed the order for my replacement, the website told me I needed to send it back before they would send a replacement. They linked a set of instructions on how to package it, and the instructions explicitly stated that
I should not send back accessories. I am confused!