Cannot contact microsoft suppoet

Because the controller was sent to the wrong address and returned to sender, and there is no refund option in Order history, the next step is to work directly with Microsoft Store Sales support so they can either re‑ship or process a return/refund on their side.

Use one of these paths based on how the order was placed:

1. If the order was placed while signed in with a Microsoft account
   1. Go to the Order history page: https://account.microsoft.com/billing/orders
   2. Locate the controller order.
   3. If Request a return is available, select it and follow the steps to start a return or exchange.
   4. If Request a return is not available and there is no refund option, contact Sales support directly using the Microsoft Store purchases support page: contact Sales support. Explain that the shipment was returned to sender and there is no online return/refund option.
2. If the order was placed as a guest (no Microsoft account sign‑in)
   1. Check the order number. If it starts with “G”, it was a guest checkout.
   2. Go to Guest Order Lookup: https://go.microsoft.com/fwlink/?linkid=2243216
   3. Enter the email address used and the order number.
   4. If available, select Start a return and follow the instructions to process the return.
   5. If a prepaid return label or return option is not available, use the contact support link on that page or go directly to Microsoft Store Customer Support and provide the guest order details.
3. Important notes for this scenario
   • If the product has not been received (because it was returned to sender), do not initiate a standard product return shipment from your side; instead, contact Sales support so they can handle re‑shipping or refunding once they confirm the return in their system.
   • Refunds, once approved and processed after Microsoft receives/records the returned item, are generally applied to the original payment method within 3–5 business days.
   • Microsoft will not process returns for items purchased from another retailer; the above steps apply only if the controller was bought directly from Microsoft Store.

If phone support keeps redirecting back to the website, use the web support flow on the Microsoft Store purchases support page to reach an agent (chat or call‑back) and reference the specific order number so they can manually resolve the re‑ship or refund.

References:

• Get an exchange or refund on devices bought from Microsoft
• Guest checkout
• Cancel an order or pre-order from Microsoft Store