Microsoft Support keeps ignoring me on Mistake purchase refund request

SO0510 · Jun 12, 2019

I bought XBox and Fortnite for my 8 years old son.

Once I asked for help from support
and then he recommended buying game-pass costs 1$.
He sent me a link to add Credit Card info on my son's account.

On 8th May, I was noticed that my son bought 100$ item in Fortnite.
I searched and submit the self-service refund.
I went to https://account.microsoft.com/billing/payments
and clicked Remove on Credit Card info.

2 days later refund accepted.
On the next day, I saw my son bought 300$ items.
I did submit self-service refund again and was rejected.

I'm new to online item purchase and didn't know that refund can happen only once.
On the first refund process, there was no warning message that refund is only once in a life-time.

I contacted Microsoft/XBox Support and tried to explain that
my son spent 300$ in the game by mistake.
So far Microsoft Support keeps ignoring me.

I want to claim followings.
- XBox Support suggested me to add Credit Card on my son's account with no explanation about the mistake purchase risk
- I did remove Credit Card info from https://account.microsoft.com/billing/payments
I saw the Credit Card info disappear from the page (But didn't double-check with F5)
- Microsoft didn't notify me that refund can happen only once
(Probably it is on the term of service, but how many of us read it before the problem happens?)

I contacted Microsoft Support and understand that
there is no way to communicate with the refund team.
I just want to hear from refund team, explain to me how they are correct and I'm wrong here.

:)

SpiralOut46and2

On top of contacting Support, I would suggest also trying to fix the issue on the home front in your son having access to purchase in-game content like that. Support will not keep refunding large purchases like that, as it can be heavily abused. People
would start buying lots of content to help in matches that day, then getting a refund the next day, so basically playing with exclusive/high level abilities for free. I would suggest setting parental controls on your Xbox and removing all credit card info
from the console, permanently.

AngelObullets

Hi there SO0510

Sorry that you having this issue, I suggest these things, Passkey on purchases or entering password of email before purchasing ect. https://support.xbox.com/en-US/xbox-one/security/prevent-unauthorized-purchases This
is might be why there are like this keeps happening and some refunds cannot be applied example In game premium currency are very difficult to refund. So this could be the reason why they are not refunding.

The refund team can only be contacted via the self request for a refund, The risks of a child purchasing is high and is explained on the family settings on how to do things and make things secure for yourself and child. Sorry that we cannot direct you how
to get refunded if they have already said no go on that purchase already.

Onyx Is Here

As well as the info listed previously I would also recommend putting parental controls on your son's account. You can turn off the option to purchase items if you are listed as the parent account. You can restrict your son's purchasing ability via this
link https://account.microsoft.com/family/

RandyAU93

If you purchased this using your Microsoft account, the content will be part of your Microsoft account and cannot be transferred. Due to the mistake in purchasing, you may be able to

request a refund for it, or speak to
Xbox Live Support to see what other options may be available.

XBF Diego M

Hi Countdown826,

A refund request for anything purchased by mistake through the Microsoft Store would need to go through the refund solution article and then fill out a

refund request form.

Further information on what to expect after submitting the form can be found
here.

I hope this helps.

Microsoft Support keeps ignoring me on Mistake purchase refund request