How to return an unopened Surface Pro with a return label?

Question

How to return an unopened Surface Pro with a return label?

Klaus 0

Ordered 2 new Surface Pro on line recently. First one we were charged and then the unit was cancelled by Microsoft on the day of the quoted delivery date. Unusual with no indication?

The second Surface Pro was re-ordered, charged and payment was then reversed by Microsoft. No indication on why. However, the unit has now arrived 3 days later and we were charged again by Microsoft. In the meantime we purchased another Surface Pro independently and it was delivered quickly. Our intent is to now return this second Surface Pro unit (unopened). However, there is no Return Label button indicated in our Microsoft account to complete the return. Please advise on next steps to return the unit and credit our account.

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Answer 1

Self-service return eligibility is tied cleanly to a normal order → ship → deliver record. Your second order has an unusual history, and Microsoft's own support forums confirm that when an order's billing/fulfillment record is irregular like this, the system often doesn't expose the return button even though the item is well within the return window. This is a known gap — the standard advice is to go straight to a live agent rather than trying to force the self-service flow.

Best approach

Keep the Surface completely unopened.
Contact Microsoft Support

Call 1-800-642-7676 rather than continuing to look for the button. When self-service returns aren't available on an order, this is the official channel Microsoft directs people to — phone reps can manually initiate a return and issue a prepaid label even when the web flow won't show one.