So how do refunds off the xbox store work?

Dan_F · Sep 24, 2020

So here's my situation. I buy a game from the online store and try and play it. I end up getting nauseous in less than an hour of play. I set the controller down and let my stomach settle. I put on my glasses thinking that might be it. I go and start
playing again and end up with the same thing. So I reach out to request a refund and receive this response

Thanks for contacting Microsoft Support for Xbox

I'm following up on your refund request.
We're really sorry we can't give you a refund.

Our refund policy doesn't allow refunds for digital game products that have been played or consumed. Thanks for understanding.

Thanks again,

Ivin

Microsoft Support for Xbox

So if I'm reading this right as soon as you go to play the game you nullify any chance to get a refund, despite issues with the game (assuming in this case frame rate etc). Anyone else have issues like this? Is there an appeals process? Or am I just screwed
here? I've been an xbox customer for probably 15 years and this is my first run-in with something like this. But with the next gen console releases coming up, I can't say this isn't making me second guess my normal routine of just buying the new xbox.

:)

Dan_F

Ironically that is exactly what the general support rep for Xbox told me to do.

[09/23/2020 07:49:19]A.:Hello! Thank you for contacting Xbox Support! This is JM, may I know your name please?

[09/23/2020 07:49:37]A.:Hi pleasure to meet you Dan ! How can I help you out today?

[09/23/2020 07:49:59]Customer:I need to appeal a refund request where i feel I have been treated unfairly.........

[09/23/2020 07:55:45]A.:So here's what I can suggest, I highly suggest to contact you bank to fully dispute the charged that you got. Because we Xbox Support don't have the ability here on our end to
process the refund here on our end. Also, just to give you information our refund team is the only one that is handling all the refund request. Also, I can send you an email to have a proof that you already contacted us regards to this issue.

I just wrapped up a call with my credit card company and they have already credited back the charge to my account while they wait for Microsoft to respond. The only thing they asked is that I retain the chat log the tech sent me in case they
need it. While it's good to have this worked out, I would much rather it had taken a different escalation path than this.
I know Microsoft is Microsoft so having odd customer service issues like this is par for the course. I guess lessons learned and probably will shy away from the online store purchases in the future.
Was really stoked about the new xbox coming out and was about to put my pre-order in. But this has given me some pause about that as well.

ngocphi

If he does this too often it wjll result in a marketplace ban until he is more trustworthy

AND YES abuse of the refund policy is a banablr offence

xSIN1134x

You can always call back and find a more "Helpful" rep that will do the right thing too. It's your money.

Dan_F

If you dont know it doesnt matter which console you choose sonys policy is once you download it. You bought it and there is NO REFUNDS as thousands of the last of us 2 players found out dispite the bugs

So choose yoir console carefully

Dispite what you think refund spolicies are therr for a reason

Ok man thank you for your "sage" advice. Lol.

ngocphi

Thats usually a bad idea

Most card companies want you to work with the company and can take upto 60 days before they render a decision also you are rrsponcible for payments during this period

If paypal its 90days per their policy.

@op you better use anti nausia wrist bands I do

So how do refunds off the xbox store work?