Refund failed after cancelling Microsoft 365 Family; I want to switch to Business Basic

Question

Refund failed after cancelling Microsoft 365 Family; I want to switch to Business Basic

Mohamed Hamdi 0

I purchased Microsoft 365 Family on 27 August 2026 for €129 (order number [Moderator note: Personally Identifiable Information removed]). I cancelled it because I need Microsoft 365 Business Basic for my company instead.

I requested a refund, but my order history shows “Refund failed” and I have not received the money. How can I have the refund processed, and how do I set up Business Basic for shared Excel files in SharePoint while keeping our company email with Google Workspace?

I have gone through the entire account menu but cannot find a way to resolve this. I would appreciate your guidance on what to do next. Thank you very much for your help.

EmilyS726 266.7K Reputation points Independent Advisor

2026-09-13T15:14:51.6066667+00:00

Hello,

This is a public forum, so for your privacy and security, we can’t help with billing issues here. Also, no one in this forum has access to your account or payment information.

To get help, open the "Get Help" app on your computer (just search for it in the Start menu). or go to https://support.microsoft.com/contactus, Type "Billing" and press Enter. On the next screen, click "Contact support" at the bottom of the page, then choose "Microsoft 365" > "Manage my subscription". You’ll then see the option to chat with a Microsoft support agent who has access to your account to help review the issue.

You can reference this detail step by step instruction with screenshots I posted in this thread: https://learn.microsoft.com/en-us/answers/c/2714817

2 answers

Your answer

EmilyS726 266.7K Reputation points Independent Advisor

2026-09-13T15:14:51.6066667+00:00

Hello,

This is a public forum, so for your privacy and security, we can’t help with billing issues here. Also, no one in this forum has access to your account or payment information.

To get help, open the "Get Help" app on your computer (just search for it in the Start menu). or go to https://support.microsoft.com/contactus, Type "Billing" and press Enter. On the next screen, click "Contact support" at the bottom of the page, then choose "Microsoft 365" > "Manage my subscription". You’ll then see the option to chat with a Microsoft support agent who has access to your account to help review the issue.

You can reference this detail step by step instruction with screenshots I posted in this thread: https://learn.microsoft.com/en-us/answers/c/2714817

Answer 1

Hi @Mohamed Hamdi,

Based on your description, it sounds like there are two separate topics here: the failed refund for Microsoft 365 Family and setting up Microsoft 365 Business Basic for SharePoint collaboration.

For the payment-related issue, I think the most effective next step would be to reach out to Microsoft's consumer billing support team. They can review the order and refund status in greater detail and provide guidance specific to your account.

You can reach them using the following steps:

Visit this website: Contact - Microsoft Support
Type Contact in the search box.
Now click Get help, and Select Contact Support or Sign in to contact support below.
Go to the Products and services tab, and choose either Microsoft 365 and Office category.
On the Category tab, choose Billing and Account Profile questions
Go to Confirm.

User's image

You can now choose the option of Chat with a support agent on your web browser.

Important Note: The Chat support team only works at certain work times, (Monday to Friday: 9am to 6pm. Saturday and Sunday: 10 a.m. to 6 p.m.) so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Regarding the Microsoft 365 Business Basic setup, you can follow the steps below to get started with SharePoint-based file sharing and collaboration while continuing to use Google Workspace for email:

Purchase the required licenses and complete the guided setup in the Microsoft 365 admin center. Then add users and assign each user a Business Basic license: Set up Microsoft 365 Business Basic.
Create a SharePoint Team site, add the required members, and upload the Excel files to its document library: Create a team site in SharePoint.
Users can open and co-author the files using Excel for the web. Note that Business Basic provides web and mobile Office apps, not the desktop Excel application.
If you would like to verify your company domain in Microsoft 365 while continuing to use Google Workspace for email, you can do so by adding a TXT record for domain verification. Each user will then have two separate accounts, even if both use the same company email address: a Google Workspace account for email and a Microsoft 365 work account for SharePoint, OneDrive, Excel for the web, and Teams if included in the selected plan.
Be sure to keep your existing Google MX records and not replace them with Microsoft's MX record, as doing so would redirect incoming company email from Google Workspace to Exchange Online.

I hope this helps you connect with the right support team for the refund issue and provides a useful starting point for your Business Basic deployment. If anything remains unclear, feel free to reply, I'd be happy to share any additional thoughts based on the information available.

Best of luck with both the refund request and the migration to Business Basic.

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Aetherin 1,725 Reputation points Independent Advisor

2026-09-14T08:14:00.3633333+00:00

Hi @Mohamed Hamdi,

I’m just checking in to see whether you’ve had a chance to review my previous response. If you have any questions or need any clarification regarding setting up a Microsoft 365 Business subscription, please don't hesitate to let me know.

I'll be happy to clarify anything further if needed.

Answer 2

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