I need help with a refund for a digital order

xboxnips · Apr 17, 2019

I am getting no where with xbox.com/refund. The three times I have called in, support agents agree with me that my issue qualifys for a refund, however when I filled out the form, I didn't make the correct selections, and when I did what I was told by the
support tech on the phone I get no where.

I ordered COD4 on March 24th as a gift for my brother, I called him, he said he couldn't see it on his console, so thinking I did something wrong, I went and ordered it for him again (to the same gamer tag 15 mins later) When I saw my CC statement I was
billed twice for COD4. When I called in, I was told to list this as a duplicate order, it was rejected because the criteria for a douplicate order is a "system glitch" not two orders 15 mins apart. The second ticket I was told to put in as a accidental order,
that one was kicked back because I was now outside of the 14 day refund. I have no clue why the third was rejected. I need to call back in on that. I have all three tickets and a screenshot of the duplicate order.

Does anyone know how to escalate an issue. Once I call into support, it goes through the refund team that you can't seem to contact nor will follow-up with you. I'm left with calling my CC company and disputing the charge at this point. I even tired calling
the local Microsoft building in Philly, and the Store for support..... no help.

:)

PalmettoBling

So the options you have to reach out to direct support would be via
the Official Xbox Support channel here. Alternatively, since it's a digital purchase, if you go to
your Microsoft Account Page, and then click Payments & Billing > Order History, then find the purchase in the list and click "Get order help" that will provide details on how to get
in touch with the billing department for your order specifically based on what you're looking for, here a refund.

xboxnips

I have done all of what you both have suggested. I have begged to speak with a supervisor..... it never happens. I'm on hold again.....waiting to find out why this third attempt was shutdown. This is the worst customer experience to date!. I find it
interesting you mentioned not disputing the charge with my CC, that is exactly what the last tech told me to do. I brought up the concern about my account getting shutdown, he said all that would happen is I can't use that same CC again. So much miss information.

xboxnips

After three weeks of trying one of the local reps called me back and resolved the issue just now.

Smwutches

If you haven't done so already, you would want to reply to the email you received denying the refund in order to get in touch with the refund specialists.

F5 Penguin

Sorry you're having this trouble. The MSFT stores unfortunately don't deal in any stuff like this - it's a totally different department.

Call and ask for Billing, ask for a supervisor, and explain your situation and use your reference or ticket IDs so they can quickly pull up your info. The only thing we can say here is to be persistent and firm but polite.

Definitely don't issue a chargeback because it will affect your status with Xbox and you can have your account suspended.

I need help with a refund for a digital order