Paid for game but didn't receive it

Very sorry to hear about the issue. We recommend that you continue to reach out to our chat support team, as we are unable to assist with purchase related issues.



To reach our chat team, go ahead visit our
Contact Us page. Hope this gets sorted soon!

Hello Yousha Ahmed,

Welcome to Xbox Forums. We appreciate you for sharing you concern with us.

We understand that you're having trouble receiving your Valorant points after purchasing them. Just to set proper expectation, for billing issues it would be best to discuss this with our billing department. That is if the transaction completed through Microsoft Store. However, if the transaction was completed through game store, this issue must be discussed with the developer of the game. Nothing to worry, since you got me now. We will try and sort things out to see what else we can do best to help address your issue.

Since the transaction is still pending, it's possible that the payment is still being processed. It's also possible that there was an issue with the payment being used that caused it to fail to complete. In either case, the best course of action would be to contact Riot Games support directly. They will be able to look into the issue and provide you with more information on what happened to your payment.



Here's a link to Riot Games' support page: https://support-valorant.riotgames.com/hc/en-us



On the other hand, if the transaction really completed through Microsoft Store, this issue can be discussed with our dedicated Xbox Live Support directly in order to verify the transaction and see what else can be done to sort things out regarding the issue we have.

Once you're on the support page, you can submit a ticket to their respective support team. Be sure to provide as much information as possible, including the transaction ID and any other relevant details. They should be able to help you out from there.



I hope this helps! Let me know if you have any other questions.

Kind regards,



Microsoft Community Moderator

Hello Oskayra,

Thank you for your answer. I have never encountered a problem like this before, so i didn't know if i get the money back easily, or if i needed to call the support. Luckily the problem was in fact an error while purchasing an i got the money back. Still i'm verry thankful for your effort.

Sincerely,

Mark.

Hello Mark M, my name is Oskayra, and I will be happy to help you.

Beforehand, it is important that you keep in mind that this is a public community forum, so we are players like you, we are not employees of Microsoft or Xbox, so we do not have access to any user account or check anything from the forum. All users help each other with common problems.

Remember that this is a possible solution, if it doesn't work for you we can try another one.

I am very sorry for the problem you are going through, with the intention of being able to help you I did an internal search on the Microsoft forum and found a publication by Gerardo C., an independent advisor, where he suggests the following steps to solve the problem:

Check if your first game purchase appears by chance using your account order history:

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

If nothing appears then an error occurred when making the purchase as you mentioned above. In this case, when a purchase has an error and they charge you for the game but do not give it to you, an automatic refund of said money is made. The time it takes for refunds to be reflected is generally between 3 to 5 business days (remember that Saturdays, Sundays and holidays are non-business days). This time may vary depending on each bank, as some take longer to process refund money than others, and there are also some that process refunds faster.

Information Source (Credits): https://answers.microsoft.com/thread/894fec28-7a26-4b83-b57c-988ac4b6048e

Thank you for your patience, I hope everything can be resolved. I will be attentive to your response. Blessings.

Sincerely,
Oskayra.

so i did receive the game but only after the second purchase, but i was told by a friend who went through a similar experience that i must request a refund to get back that R500 that was charged originally when i didn't receive the game, when i submitted the refund i stated a duplicate purchase occurred, and when i was redunded i was only refunded for the one purchase instead of 2

That's my point: You will only get one refund as the error only occured once:

- Purchase 1: Paid for the game, didn't receive it so entitled to a refund

- Purchase 2: Paid for the game, received the game. not entitled to a refund

You requested a refund for the first error and got your refund. The second purchase went through correctly, you paid for the game and you received the game so no refund necessary. The game cost R500, you received the game and got charged R1000 (2 attempts), you received R500 back so you have paid R500 which was the price of the game

Only reason for getting 2 refunds back is if you wanted to return the game without playing it