Refund request

To identify and address an unknown Microsoft charge and request a refund if appropriate, follow these steps:

1. Sign in to the Microsoft account that might be billed and review services/charges:
   • Go to the Services & subscriptions or payments area of the Microsoft account to see active subscriptions and recent billing. This helps confirm what product the charge is for and which account is being billed.
2. Investigate the billing charge details:
   • Use the guidance in How to investigate a billing charge from Microsoft to match the charge on the bank/credit card statement with an order, subscription, or service in the Microsoft account.
   • If the charge is not recognized after checking all Microsoft accounts that might belong to the household, contact the bank to report it as a potentially fraudulent or unauthorized charge.
3. Check if the subscription/charge is eligible for a refund:
   • Use How to get a refund on a Microsoft subscription to see refund eligibility and the steps to request a refund once the specific subscription or order is identified.
   • In some regions, refunds may be processed automatically when a subscription is canceled, according to the local prorated-refund rules.
4. If the charge still cannot be identified or self-service options do not resolve it, contact Microsoft Support:
   • Go to the Microsoft Support contact page.
   • Choose the product category related to Microsoft 365/Office or billing.
   • Select a billing or subscription category (for example, “Billing and Payment updates” or “Manage my subscription”).
   • Use the Chat with a support agent in your web browser or request a callback. Support can securely review the account and charges and advise on refund options.

If the support team and the account review still cannot locate the charge in any Microsoft account, the bank or card issuer should be engaged to dispute the transaction and, if needed, block or replace the card.

References:

• Get an exchange or refund on devices bought from Microsoft
• Request a refund - Microsoft Q&A
• I need a refund on the Microsoft 360 - was just charged for it, and the instructions are unclear on how to get a refund. - Microsoft Q&A
• Request refund - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• Get a refund for apps and games purchased from Microsoft Store
• Cancel an order or pre-order from Microsoft Store