Xbox game refund request

Hello everyone,

I wanted to purchase a game called 'Batman: Arkham Knight’, but accidentally bought a game package called 'Batman: Arkham Knight Season Pass' instead which does not include the game itself (only DLCs). I've never asked for a refund for an Xbox game before, so first I asked an Xbox support manager (through chat) how to apply for a refund. She sent me a link to a refund request form which I successfully filled out and submitted. After some time, I received an email from one of the Xbox refund team members: "Our refund policy limits the number of refunds for which customers are eligible within a year and you have already received the allowed number of refunds this year. Thanks for understanding. For more information check out the Digital Game Purchase Refund Terms." That was weird because it was my first refund request for Xbox game ever. The link to the refund terms was not working, so I decided to ask for a support through chat again. The support manager only informed me that I should reply to that email describing my issue more in detail, that's all she did. I asked if it's possible to resolve this issue directly via the chat by redirecting me to the Refund Team, but she said that it's impossible and I shouldn't worry about it and just respond to the email. I responded to the email with the detailed description of my case, but my email was ignored. Then I decided to apply for a refund again through that form. I submitted the form and after some time I received a notification that my request was approved and I was refunded. I also checked the refund status page on which I also could see that my request was approved. However, I received a couple of emails from the Xbox refund team (with almost the same text as the first one) that informed me that the refund could not be done, and I keep on receiving those emails.

I hope someone in this community knows about those refund limitations for Xbox games per year. If so, may I know how many refunds are allowed to be done per year per customer? Personally, I've absolutely no idea about them and the fact that it's my first refund request ever on Xbox makes it confusing. What if a game (or game content) could not be launched due to technical reasons or what if the purchase is truly accidental? Do those restrictions apply to those cases as well? Could anyone explain the situation? Any help will be highly appreciated.

This is the email screenshot:





This is the page to which the link to Digital Game Purchase Refund Terms goes:





The Xbox support chat history fragment (the reference number is 1523138322):





The refund request confirmation:





:)