Xbox shows game refunded, account shows purchase completed

CaptivityOG · Oct 27, 2019

I preordered MW a few weeks ago, last week or so I went to cancel my preorder as I was going to repurchase tonight. Well the $65 came out of my account and my microsoft account shows the transaction as "completed" NOT "refunded". I cannot launch the game,
it did however install weeks ago in advance. Upon trying to start it the Xbox says "This content has been refunded or your preorder was canceled" Which it was suppose to cancel, however the transaction went through and shows completed on both ends. (Microsoft
and my bank account). Ive contacted Activision support, they said it was Microsoft issue so here I am. The money has already been taken so Id rather just be able to download it and play it rather then go through the refund process and rebuying it. Ive uninstalled
the game to see if reinstalling would help (as instructed by Activision help desk) and now the xbox doesn't register that I've purchased the game and wants me to rebuy it. Any help is appreciated.

:)

CaptivityOG

How can I talk to an actual agent? The automated system has given me zero help, I've exhausted all resources up until this point.

I found the actual chat, apparently you have to talk to the robot enough for it to recognize it cannot help you. So I'll be getting a call in two hours...awesome right..

XBF Ezra G

Hi CaptivityOG,

Thanks for your post. I understand you are experiencing an issue with your pre-order for Call of Duty: Modern Warfare. Please use the
Contact Us portal so an agent can assist with viewing your account and orders to ensure to purchase is properly recognized on your account.

I hope this helps.

steeledwand7664

In your order history does it still show the game purchase as being complete or does it show as being refunded?

If it is still showing as complete then you would need to contact xbox support again to find out what happened.

If it is show as refunded the money would go back on to the payment instrument that originally purchased the game. I know paypal can take up to 30 days for them to show back on your paypal account.

If it is showing as refunded in your purchase history then it is out of MS hands at that point and up to your bank to put the money back into your account.

You can look at your order history by signing into the account that purchased the game at https://account.microsoft.com/billing/orders

steeledwand7664

When you look at the order history at account.microsoft.com what does the status show:

Completed: sale completed and should still have the license on that account.

Refunded: sale was refunded for some reason and you would need to purchase again. This is why it is showing that you do not have the license.

Charged Back: This means the purchase was disputed with your bank and MS gave the money back to your bank and took the license for the game away from the account because of this. This would be another reason that it would show that you need to purchase again
in the MS store.

If it shows the sale as completed in the order history and showing that you need to purchase the game again in the store that means that you are not signed into the same account at both places.

steeledwand7664

If the game is not showing up in your order history at account.microsoft.com then the account that you are signed into at that site is not the account you used to purchase the game.

If it is showing up at that site on that account it should show the status for the order.

Completed: means the order was completed and you should still have access to the game

Refunded: Order was refunded for one reason or another and you would not have access to the game and would need to repurchase it.

Charge back: Someone disputed the purchase with the bank the payment option is drawn off of and Microsoft refunded the money back to the bank and you would lose access to the game and would need to repurchase it.

Xbox shows game refunded, account shows purchase completed