Request for Xbox/Microsoft game refund: Order history, status check, consultation method

This is information for those who want to receive a refund for games or items purchased through the Xbox / Microsoft Store. First, check the actual seller of the receipt and follow the steps to submit it to the account you purchased it from. We've even outlined how to inquire when you don't see the refund button and how to check the results.

1. Check if my purchase is eligible for a refund

Xbox Digital Games generally reviews requests for purchases that are within 14 days of purchase and have not accumulated significant play time. It shouldn't be explained by a policy like Steam that applies a 2-hour standard to all products. The list of possible applications on the refund page and the actual screening results are the criteria, and the request itself does not guarantee approval.

2. Changes by game, DLC, and subscription

We distinguish between Xbox console games, Microsoft Store PC games, and subscriptions like Game Pass. For PC games, Microsoft's official guidance also links to the Xbox digital game refund path. Canceling subscription auto-renew is different from refunding a game that has already been paid for. Only one bundle component cannot be returned separately, and codes purchased from other retailers are subject to the actual retailer's regulations.

3. Materials to prepare before application

Order number, payment date and time, product name/edition, amount/currency, actual payment destination, account country, execution/use status are organized in one note. If there is an error, write down the error code, when it occurred, and what action you have already tried. Attach only the part of the receipt screen that shows your account email and order to official private inquiries and do not post it in public comments.

4. Proceed with refund application step by step

1. Sign in with the Microsoft account from your purchase receipt and open your order history.
2. Go to Xbox Support's Digital Game Refunds page. If your child made a purchase, check the account on which the actual order was placed.
3. Select a game from the list of available orders and click Request a refund.
4. Enter the reason and explanation for your application and select Next. If it is an error, write down how to reproduce it, the error code, and the device type.
5. Confirm that the order/refund reason is correct and submit it with Submit.
6. Check the results in the Refund status tab on the same page and in your email. Microsoft advises that it may take up to 72 hours to process your request.

5. When it is not on the list or the money is not visible after approval

If you don't see the game in the list, check your order account, payment confirmation status, and place of purchase. Some markets do not support online returns, so don't automatically conclude that a menu item is not available for a refund. If it has already been approved but you do not see the money, check the original payment method and card cancellation indication and consult with the order number. For games played using Game Pass, you must first check whether there is a separate purchase price for the game.

6. Contact customer support

In Xbox Support, go to Contact Us and select Payment/Purchase Issues. We use actually available methods, such as consultation and callback provided on the page, and there is no need to find a means of contact that is not available in your area. If you dispute the rejection result, please use the instructions in the existing results email and supplement with evidence of technical issues. Instead of resubmitting a rejected request on the same page, reply to the resulting email with your objection. Although you can make a request within 90 days, we do not guarantee approval for purchases made beyond the normal 14-day threshold.

7. Inquiry that can be rewritten as is

The sentence below is an example of an inquiry message sent to customer support and is not a method of bypassing approval. Replace the parentheses with actual information and erase anything that does not apply to your situation. In particular, whether it is used or when it is first run is stated truthfully.

Title: [Xbox / Microsoft Store] Purchase Refund / Payment Inquiry
Order number: [Order number on receipt]
Product Name/Edition: [Game / DLC / Subscription Name]
Purchase date/amount/currency: [Date and actual amount]
Purchase place/account country: [store and country]
Run/Use: [Play time / Not used]
Problem: [When it occurred and the actual reason]
Actions already attempted: [Actions and Results]
Request: [Refund availability / Confirm order / Check processing status]
Existing application number: [Enter if available]

8. Check after submission

Save the application completion screen and confirmation email and check the status of your request first. Reviewing, approval, rejection, and waiting for payment company reflection are different states. If denied, check what conditions were applied and supplement the original request as new evidence becomes available. Even if a refund is approved, check separately whether automatic renewal has been canceled. The process is completed by confirming the final return method and changes in game/item usage rights.

Source and verification criteria

Written by the TroubleMaker operations team based on the original instructions confirmed on October 7, 2026. The images below are schematics I created to explain the procedure and are not actual account screens or proof of application completion. Menu names and terms of provision may vary depending on account country, product, or update, so please check the original page as well.

Xbox Digital Game Refunds

Microsoft Store PC Game Refunds

Microsoft Order History

Xbox Contact