Refund for fradulent purchases

To address fraudulent Robux purchases made after the account was hacked, take two parallel actions: recover and secure the Microsoft account, and request investigation/refunds for the charges.

1. Recover and secure the hacked Microsoft account
   1. Use the official compromised-account guidance: go to How to recover a hacked or compromised Microsoft account and start the recovery flow using the Start button. This tool will walk through verifying identity, resetting the password, and reviewing security info.
   2. If sign-in or recovery is failing, use the Sign-in Helper tool from the I can't sign in to my Microsoft account article for additional troubleshooting.
   3. After regaining access, review and remove any suspicious security info, devices, or sign-in methods, and follow the guidance in How to help keep your Microsoft account secure (linked from the sign-in help article) to prevent future compromise.
2. Investigate the billing charges
   1. Sign in to the Microsoft account dashboard and open Manage your payments or Order history to identify each Robux/Xbox charge and confirm they are unauthorized.
   2. If there are unrecognized charges and it is unclear what they are for, follow the steps in How to investigate a billing charge from Microsoft (linked from the sign-in help article) to see details of each transaction.
3. Request refunds for the fraudulent Xbox/Robux purchases
   1. For Xbox digital purchases (including Robux), use the Xbox refund process: go to Request a refund for digital games from the Get a refund for apps and games purchased from Microsoft Store article.
   2. Sign in, select the relevant Xbox/Robux items, choose Request a refund, provide the reason (account was hacked and purchases are fraudulent), then select Next and Submit.
   3. Refund requests may take up to 72 hours to process; status can be checked on the Refund status tab.
   4. If the Cancel Item option is not available for these digital orders (because they were already billed), follow the guidance in Cancel an order or pre-order from Microsoft Store: for Xbox orders, use the Request an Xbox refund webform referenced there.
4. If needed, contact Microsoft Store/Xbox Support
   1. If online refund options are not available in the region or the items do not appear, contact Microsoft Store Support using the help with Microsoft Store purchases link from the refund or cancel-order articles.
   2. Provide order numbers, dates, and amounts of the fraudulent Robux purchases and explain that the account was compromised.
5. Coordinate with the bank or payment provider
   1. If the bank has already opened a dispute (chargeback) or is asking for confirmation, note that Microsoft treats repeated misuse of chargebacks as potential fraud. The What is a chargeback? article recommends contacting Microsoft Support first to resolve issues with game/app purchases and refunds.

Once refunds are approved, they are generally processed within 3–5 business days and applied to the original payment method.

References:

• Get a refund for apps and games purchased from Microsoft Store
• Cancel an order or pre-order from Microsoft Store
• How to recover a hacked or compromised Microsoft account
• I can't sign in to my Microsoft account
• What is a chargeback?
• fraud charges on microsoft account - Microsoft Q&A
• investigate a billing charge - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A