purchased wrong version of game; trying to get a refund

AnnHunt1 · Jul 8, 2020

I have written Xbox about the accidental purchase of The Witcher 3 GOTY edition instead of the base game. I have been playing the base game through Game Pass and have reached Level 36. I did not know that the base game saved games will not transport into
the GOTY. I downloaded the game, opened it, saw I was unable to transport the saved games into the game, exited the game, and deleted it from my Xbox.

When I requested a refund, with the above explanation included, I received the response that games which have been played cannot be returned. I responded with a second email, explaining again that I did NOT play the game, simply opened it, closed it, and
deleted it. The response to my second email was EXACTLY THE SAME as the response to the first email. I'm pretty confident it was a robot-generated answer.

I do not know where to turn now. Microsoft has disabled all contact with customers except through email. The email suggested I turn to the Community for help, so here I am, asking for anyone to please help me figure out how to get my refund. Purchasing a
game that is not compatible/wrong version is an accident that is probably commonly done, and there should be a quick and easy way to get the refund. BTW, my request for refund was within 24 hours of purchase!

I'm certainly hopeful someone will be able to give me guidance on this issue! Thanks in advance!

:)

AnnHunt1

Thank you for your response! If you read my post carefully, you'll see that I meet all the requirements you mention in order to get a refund. I didn't even play the game. I had it open maybe 5 minutes, trying to see how to get my saved games into it. When
I realized it wasn't going to happen, I quit the game and deleted it.

I would LOVE to TALK TO A CUSTOMER SERVICE REP!!!!!! HOW???????!!!!!! I absolutely cannot find any way to do that. If you have any insight, please let me know!

And again. thanks for taking the time to respond. I so appreciate it!

BarrelBurrito01

https://www.techadvisor.co.uk/how-to/game/get-refund-xbox-one-windows-10-game-3657866/#

Most importantly, you can only claim a refund if you have a legitimate reason to ask for one - either that you purchased the wrong thing by accident, that the game you bought doesn't work, that someone else bought it using your account,
that there's an error with your bill, or just if you want to cancel a pre-order. You may need to talk to a customer service rep to explain or prove the situation, and you can't simply claim a refund because you decided you didn't like a game as much as you
expected.

Games and apps are only eligible for a refund within 14 days of purchase, and only if you've played less than 2 hours across all accounts - you can't sink 40 hours into a massive RPG and then try and get your money back!

Downloadable content, season passes, and add-ons aren't eligible for refunds either, just the base games.

Finally, you'll have to wait at least one day after the game's
release date before you request a refund, and you have to have downloaded and launched the game at least once - they want to make sure you've actually tried it out first.

KindGryphon

Hi,

sometimes purchases have a little delay up to 24h.

But the most often reason that players don't get their GtA cards is, that they purchased them for the wrong version of the game. The cards are not compatible with the other version of the game (Series X/S or XB1)

So check your order history and if you purchased the wrong version request a refund and get the right one.

Only issue is that if they were purchased on March 4th then they are outside of the 14 day refund period.

Rhys_61

My request for a refund is within policy. My child is on a child account. He made an authorized purchase for the wrong game/version. He then purchased the correct version. We requested a refund and Xbox have refunded the version he wishes to keep. The reason for now being a detractor and thinking of moving to a different platform is that the after sales service is terrible. I landed on this thread trying to find out how to get in touch with a person/complain.

[EX]

Hi,

sometimes purchases have a little delay up to 24h.

But the most often reason that players don't get their GtA cards is, that they purchased them for the wrong version of the game. The cards are not compatible with the other version of the game (Series X/S or XB1)

So check your order history and if you purchased the wrong version request a refund and get the right one.

purchased wrong version of game; trying to get a refund