Xbox/Microsoft Store Refunds

When I purchased Deus Ex: Mankind Divided- Digital Deluxe Edition just over a week ago now, I was happy to see Microsoft had adopted a more than fair returns policy when I also realised I already owned the game elsewhere.

I checked the refund condition, as far as I understand them, being that you have to have not played it for more than 2 hours and that it has to have been purchased in the last 14 days. That seemed very fair to me. As such, I immediately requested a refund
on the basis I already owned it elsewhere and met those conditions.

My refund has now been denied twice. The first time, even though I provided great detail such as date purchased and the actual name, was denied because I missed one character in the order number. Of course, they didn't actually say that was why in the first
email, so I hopped into chat and it took a wild 37 minutes to gather that info from the agent, who also told me that the refund team was now separate and that I would need to submit again.

I did so immediately and received an email some days later saying "we've checked your request and found it does not meet the Terms of Sale". That's all that was provided, no actual reason (Thanks very much Shawn B). I hopped into chat again and the agent
said my best and only option is to reply to that email and ask for further info. I told him I replied to the last one and didn't get a reply, he reiterated again it was my only choice. So I responded to Shawn B telling him he wasn't very helpful and that I
wanted to know why it did not meet the Terms and conditions. The latest reply I got was just another copy of the same email just from a different agent.

Now, as I said it's been over a week now and I think the chance of getting a refund is now zilch. The poor agents on chat can't actually help as they've split the teams apparently, but they're the ones who I imagine are getting the most
[Mod Removed - Inappropriate] off people. The last agent i spoke to ouright said to me be understands why im anmoyed, the reply is just ouright unhelpful and vauge (his words). Anyway, I can only deduce two reasons why it was denied:

1. I paid with store credit from a previous Amazon 3 month plus £10 credit offer

2. Bundle games can't be returned

Can anyone where confirm if those are reasons why it got denied, if not then I'm just assuming there's some outright just denying eligible people refunds.

Any too any Microsoft rep reading this, sort out communication and ability to communicate between teams!

:)