Xbox said my refund wasn't eligible

Sadly we arent able to assist with refund questions on these forums, I would recommend reaching out to MS Billing Support, they should be able to help you out 😀

You can reply to the email and appeal against the decision, you never know they might change their mind over it. Make sure you tell them exactly why you want the refund, and if the game has any issues that you couldn't fix yourself.

Hi there scott,

Thanks for reaching out. I recommend to try submitting the
request for the refundagain.

After you submit your refund request:

You’ll receive a confirmation email and should get a response from the support team within 72 hours.

• To cancel your refund request:Reply
  to the confirmation email requesting cancellation.
  
• If you don’t hear back from the support team within 72 hours:Reply
  to the confirmation email requesting an update on the status of your request.
  
• To track the status of your refund request:Check
  your Order history.
  

If the issue persist, please keep in mind the
Microsoft Terms of Sale.

16. Return Policy

Some items are not eligible for return; unless otherwise provided by law or by a particular product offer, all purchases
of these types of products are final and non-refundable:

• digital apps, games, in-app content and subscriptions, music, movies, TV shows, and associated content;
  
• gift cards and service/subscription cards (e.g., Skype, Xbox Live, Groove Music Pass);
  
• products that have been personalized or customized;
  
• special order products, if not part of a Store promotional offering;
  
• random access memory ("RAM") products;
  
• services that have been performed or consumed; and
  
• clearance items or those marked with a designation such as "Final Sale" or "Non-Returnable".
  

Hope this helps.

Some developers don't participate in the refund program, and those that do can limit some titles. Just worth mentioning.

It was refused by Hellena T, Microsoft Support for Xbox

I replied and said I wasn't happy, the same person 'performed an additional review and found it's not eligible for a refund'