Refund after paying with Verizon

shoefruit007 · May 2, 2019

Hello,

My son ordered a digital game by accident recently via Microsoft's website. He paid using my Verizon account (the option said he could pay with phone to avoid inputting credit card info). We called Microsoft within minutes to cancel the order and were told
they would call us back. They called us back at 9pm to tell us they were closing for the day and we should try another time.

I emailed them the next day and they said they would happily do a refund but they can't process the refund because they don't see the payment being made even after I supplied them with my son's email address and the order number that is still in his order
history.

I called the next day and explained what took place. The rep on the phone also couldn't see any charge on his account or any of our family email addresses or my phone number. The order number didn't seem to help her.

Can anyone give me advice for helping prove to Microsoft that the purchase was made and is in my son's order history still so they can give us the refund?

Thank you!

:)

XvSUPERvX

I suggest checking the
order history for all the emails that are accessed on your computer\device that the purchase was made on to confirm which account has the purchase. The only way they may help you is if you can access the account that it was purchased on.

Internet Expert

Mobile number payments would mean the charge would show up on your cellular bill. Check your Verizon account online (or call Verizon support) to confirm if your Verizon account had actually been billed for the game.

XBF Javier R

Hello Shoefruit007,

We understand that you're experiencing an issue concerning a refund that you're attempting to get for a digital purchase made on your son's account.

If you do in fact see the purchase within the Microsoft order history, it would be best to request a refund from the refund request team. You can do so using our
request a refund for a digital purchase support article to help guide you in requesting this refund.

Try this for us and then let us know if this helps.

Best wishes!

Smwutches

There should have been an email sent to the email attached to his account confirming the purchase. You can also try signing in on his account at http://commerce.microsoft.com and
it should show the transaction there.

X S Coach

Just an update after talking with Xbox support and verizon support. Using my mobile device wifi hotspot allows limited xbox live connection. After calling verizon, they saw no issues on their end. Since connect is possible, there must be a networking
issue between verizon and xbox. Verizon support told me multiple people have called with the exact same issue.

Refund after paying with Verizon