Why can't I see what is refundable on Microsoft?

The current Microsoft Store Terms of Sale are rather clear in stating that refunds are not granted on digital purchases. It is true that Microsoft is reviewing changing the terms to permit refunds on purchases made within the previous 14 days and that have
been played for no more than two (2) hours, but that change has NOT yet gone into effect. Only a subset of Xbox Insider Program participants have been granted the privilege.

I, along with others, do have that privilege, and presuming that the proposed rules do not change in the final release, here is a subset of what you can and cannot refund:

CAN REFUND

-Xbox One games (both AAA and indie games downloaded to your Microsoft account) that have been played for less than two hours and that have been purchased in the past 14 days

MAY REFUND POTENTIALLY

-Xbox One durable DLC (season passes, expansion packs)

CANNOT REFUND

-Xbox 360 games (both AAA and XBLA games) and other content

-Consumable DLC (things like premium currency - VBucks in Fortnite, for instance)

In practice, refundable content will have a link adjacent to it in your
Microsoft account purchase history that says "request a refund". If the link is not present, the content is not (or no longer) refundable.

Again, the key point here is that the rules have NOT changed - when you buy a game, you are agreeing there are no refunds. If one is granted, it is in extreme circumstances (such as how "Fortnite" was released before they made Battle Royale free).

Hello!

Some games may be eligible for a refund as long as it meets certain criteria (such as being played under 2 hours, purchased less than 14 days ago, etc.). You can do this at https://account.microsoft.com/billing/orders

If it is not listed there, you can submit a request for a refund at https://support.xbox.com/en-US/forms/request-refund

If an unauthorized purchase was made (meaning someone whom you don't know accessed your account) you typically would be able to get a refund for those purchases by contacting Xbox customer service.

Look, I appreciate your reply but you describe what the problem is, not the solution.

You can't offer refunds over the phone because of recent changes? So you can't help because the organisation has decided not to help. That is what you are saying.

Why can't you offer refunds over the phone?

Why can't the "person" declining my request for a refund explain why my son has to accept a product that is absolutely of no use without the game?

I don't want to disrespect you but saying "well them's the rules" isn't an explanation.

We can't do a refund because we can't do a refund is a tautology not an explanation.

The bottom line is that Microsoft taking £23 of a child who made an obvious mistake is totally unjustifiable and immoral.

Try contacting xbox support don't see why you can't get a refund

Hi there Tentacled1836, my name is Gerardo, and I'm an Xbox player, just like you. I'll be happy to assist you with any questions or concerns you may have.

If your refund has been denied, and you believe it's an error because you haven't requested many refunds this year, please reply to the email you received informing you of the refund rejection. In your response, explain in detail the reasons why they should reconsider their decision and why you believe they should accept it. This is the only way to appeal the rejection and to get back in touch with the team that originally handled your refund request.

In case you haven't received any email informing you of the refund rejection even after 24 hours, and after checking your spam/junk email folder, then I recommend reapplying for the refund using this alternative link:

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

If your refund is denied again this time, you should now receive an email informing you of the denial, as this is the only way they have to communicate this information when the refund is requested through that link. When you receive the email, respond to it as I mentioned before.

Please note that in this public community forum, we are just players like you trying to assist and guide other players. This means we don't have access to other accounts or access to refund information from other users.

I appreciate your understanding and I wish you good luck!

Kind regards,
Gerardo.