Refund team refused request for DLC purchased 48 hours back

Speedster996 · Jul 17, 2020

I created this post to express my sheer disappointment in the new refund process.

I play DR2.0 on Game Pass and wanted to get the entire game + all DLC, aka. Game of the Year Edition which is currently going for $17.99.

For some reason, the system purchased Season One Pass for me instead, which is also $17.99. I sent in a refund request, politely explaining and well-articulating what had happened.

After nearly 48 hours, the response I got was "we don't offer refunds for games played"...

Uhh...what?!!

How can you get something refunded that you're trying out on Game Pass? The refund was for Season One Pass DLC which I purchased 2 days ago, and sent in a refund request within 24 hours after realizing it's not the GOTY edition.

How can they deny refunds for DLC purchased just 2 days ago when there's a 14-day refund window? Can a community manager or someone from the Refund Team respond please??

I'm really distraught over this and don't feel like MS deserves my investment as a consumer.

They can't handle a simple request where the system purchased the wrong item for me - both are the same price. I wanted to own the base game + DLC but instead it just purchased the DLC for me!!

:)

steeledwand7664

The only thing that would be done is that if eligible they would refund you the money for the wrong purchase then you would purchase the right product.

Speedster996

I have but responses tend to come late. The offer's about to run out. it's not even a refund request but merely switching ownership from SeasonOne Pass to GOTY ed, which was supposed to be the intended purchase. MS Store still keeps $17.99, so shouldn't
make a difference, IMO.

steeledwand7664

The only thing that you can do is respond to the email that denied your request.

XBF Crystal P

Hey there Kamrin_379,

Thanks for reaching out. I'm sorry to hear about the issue with a recent transaction on the Microsoft Account.

Check out this article for more information:
Request an Xbox digital product or subscription refund

After you submit your refund request

You’ll receive a confirmation email and should get a response from the support team within 48 hours.

To cancel your refund request: Reply to the confirmation email requesting cancellation.
If you don’t hear back from the support team within 48 hours: Reply to the confirmation email requesting an update on the status of your request.
To track the status of your refund request: Check your
Order history.

Hope this helps.

JosefLBohorquez

Thanks, in some cases a purchase can take up to 48 hours to be reflected in your account and in-game
For now the best option is wait this time buddy

If more than 48 hours passed, I can advise you two things:

1. Try reaching Rockstar support to see if they can manually add the currency with this proof of purchase (and also share this feedback with them about shark cards not added properly once purchased)

2. Request a refund for the item filling the form below:

https://support.xbox.com/forms/request-a-refund

Just to let you know, in case your refund gets denied, you can actually file an appeal for the results of the refund.

All you need to do is to reply to the email that was sent to you by the refund team, you can reply with a detailed explanation so they can review your request again and grant you a possible exception.

Refund team refused request for DLC purchased 48 hours back