Requesting a refund on a gift

GlennWigmore · Dec 30, 2020

I've just attempted to use the form to submit a refund request on a gift I sent. The issue is that the user I gifted to was in the U.S., and I'm in Canada. He can't redeem the game.

The form is here:

https://support.microsoft.com/en-gb/supportrequestform/ce13499f-dd3b-8dfc-cc0a-4ab23f66218c

I got a response from Xbox support saying the following:

"We can’t provide a refund to this request.
Our refund policy does not allow refunds for digital game products that have been played or consumed. Thanks for understanding."

Microsoft's own policy states this should be no problem to refund:

https://support.xbox.com/en-CA/help...buy-games-apps/gifting-digital-xbox-game-help

"If the recipient receives the following error message: “Contact the seller to get a code that works in your region. The code was purchased in a different region and cannot be redeemed”, this means that givers and recipients must always be in the same country
or region. If not, you can return the item for a refund."

And of course, now the form I used above is having some issue, where MS says it's a problem on their end and it won't let me submit a new request.

This is compounded by Xbox support now being gate-kept, and you can't speak to them (phone or chat) about these issues.

This is pretty terrible when it's a legit request. Can anyone help or suggest what would be the next step?

:)

Francia J.

You can request a refund by signing in to https://xbox.com/refunds.

However, we can't request a refund for an Xbox Gift Card.

Francia J.

You can definitely request a refund however, in-game currencies can't be purchased as a gift. You can purchase an Xbox Gift card and send it to them so they can purchase it directly on their account.

To request a refund, kindly sign in to https://xbox.com/refunds.

GMS1stLDYCannon

Hello, does it give you option to respond to the denial email. If it does respond there for refund. Dont open up a new request you already have it open. Try from a different browser, laptop, computer, smartphone, tablet or console to go to webpage.

GMS1stLDYCannon

When you purchase a gift it does state the region policy. You need to speak with a rep via phone/chat. As you know they are very scarce and few at the moment so you have to keep trying.

GMS1stLDYCannon

Hello again, correspondence should be sent to the email address associated with your account.

Requesting a refund on a gift