Reembolso de juego [Translate] Game refund

Hi Paola,

You can try these steps to obtain a refund, for additional information check here Returns and exchanges

You can manage returns, exchanges, and more on the Order history page.

To request a return or exchange:

1. Sign in to Order history, and then select Request a return. If you don’t see Request a return, your item may not be eligible for
   a return. For detailed info about the return and refund policy, see Microsoft Terms of Sale.
   
   Note
   
   Items that may be eligible for return, refund, or exchange include physical goods like a Surface, Xbox controller, virtual reality headset, or packaged software. Digital gift cards and service/subscription cards may
   also be eligible for return (see Microsoft gift card terms and conditions). Digital goods like apps, games, add-on content, subscriptions, movies,
   TV shows, and books aren't returnable unless the offer or applicable law states that you're eligible for a refund.
   
2. Follow the instructions on the screen to get a prepaid shipping label for the return. If you can't get a prepaid shipping label for the return, contact support.
3. When we receive your item and find it eligible for a return, we’ll either ship you a replacement or issue you a refund.
   

You can see the status of your return or exchange on the Order history page (learn
more).

Refunds

When you make a qualifying return, we'll credit the full amount, less the original shipping and handling charges. Refunds are generally processed within 3–5 business days after we receive your item and find it eligible for a return. Refunds are applied
to the original payment option.

You can see the status of your refund on the Order history page (learn
more).

Marca a soporte tecnico de tu pais, ellos pueden ayudarte bastante y generan tu caso

[Translate by Mod]

Mark to technical support from your country, they can help you a lot and generate your case

Cómo solicitar un reembolso

1. Inicia sesión en la Solución de solicitud de reembolso de Xbox con tu cuenta Microsoft. Asegúrate de iniciar sesión desde la cuenta utilizada para realizar la compra. Si tienes varias
   cuentas, puedes comprobar el historial de compras de todas ellas para encontrar el cargo y el número de pedido.
   Nota Si no sabes cuál es la dirección de correo electrónico o la contraseña de tu cuenta Microsoft, usa la Solución
   para cuenta perdida o la Solución para contraseña perdida.
   
2. Se te pedirá que compruebes que has iniciado sesión en la cuenta correcta y que tienes los números de pedido de esta compra.
3. Se te proporcionarán descripciones de los diferentes tipos de razones para solicitar un reembolso y la información adicional que se necesita para procesar una solicitud de reembolso. Selecciona el motivo por el que solicitas el reembolso y revisa esta información
   detenidamente.
4. Se te dirigirá al recurso de autoservicio adecuado o se te proporcionará un enlace al formulario de solicitud de reembolso para que lo rellenes.

Nota Si no tienes una cuenta Microsoft, tendrás que ponerte en contacto con tu entidad financiera para pedir un reembolso.

[Translate by Mod]

How to request a refund

Sign in to the Xbox Refund Request Solution with your Microsoft account. Be sure to sign in from the account used to make the purchase. If you have multiple accounts, you can check the purchase history of all accounts to find the charge and order number.

Note If you don't know your Microsoft account email address or password, use the Lost Account Solution or the Lost Password Solution.

You'll be asked to verify that you're signed in to the correct account and that you have the order numbers for this purchase.

You will be provided with descriptions of the different types of reasons for requesting a refund and the additional information needed to process a refund request. Select the reason you're requesting a refund and review this information carefully.

You will be directed to the appropriate self-service resource or provided with a link to the refund request form for you to fill out.

Note If you don't have a Microsoft account, you'll need to contact your financial institution to request a refund.

Sorry to hear it. If you're not seeing the refund form at
https://xbox.com/refund then please contact support for more assistance.
https://support.xbox.com/contact-us

Desculpe ouvir isso. Se você quiser solicitar um reembolso em uma compra digital, precisará preencher o formulário de solicitação de reembolso neste link

xbox.com/refund

Translation:

Sorry to hear it. If you would like to request a refund on a digital purchase you'll need to fill out the refund request form at this link

xbox.com/refund