New Controller Order Cancelled

Hello, Carolyn. Thanks for reaching out! My name is Lucas. I'm an Independent Advisor and a Microsoft user just like you. I'll be happy to assist you today.

I'm sorry about this. No one here on the forum will know why your order got cancelled. But if it did, your money will be refunded to your. After the refund, try to purchase the controller again. Please check with your financial institution if they cancelled the order on their side and confirm if your Microsoft billing address matches your credit card/bank account address.

https://account.microsoft.com/billing/addresses

Once the order is placed, that's it. Xbox Support can't help with your order and neither can sales.

You can see if sales can cancel the order but if they can't cancel the order then that's it.

Due to the customized nature of the controller, please note that non-defective product returns are not accepted.
https://xboxdesignlab.xbox.com

Good luck with this my controller has been away since 5th dec also chased every week with no joy, my original order has been cancelled and given a new one but you can't search it. Support and service is shocking.

Already cancelled and made a new order didn't do anything

I'll just order a new credit card and cancel the old one, then.