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Requesting a Refund for a digital-gift that can't be redeemed

๐‘Œ๐‘’๐‘  ๐ผโ€™๐‘š ๐ด ๐บ๐‘–๐‘Ÿ๐‘™, 0 Reputation points
2025-10-17T23:01:42.68+00:00

As the title says, I bought a digital game for a friend of mine but came to find out that they can't redeem it. I look in my order history, and I cannot refund it either. I get sent to the AI beta assistant, and they tell me the following

  • Request a refund for an unredeemed code within 14 days of purchase. (Bought the game an hour ago)
  • If the code has been redeemed, unfortunately, a refund cannot be processed. (Game gift cannot be redeemed)
  • Check if both the giver and recipient of the code are in the same country or region. (Different regions)
  • If they're not, return the item for a refund by going to your order history page and selecting 'Refund information.' (The only things that come up in the order history page are "Print order" and "help".)

This is where I need help. It says the game is not eligible for a refund. I purchased the game over Xbox, to a friend also on Xbox. But the gift code hasn't been redeemed. We (my friend and I) are from completely different regions, and I cannot get a refund on this item. It was a $90 game, and it cannot be redeemed. Please help.

Windows for home | Other | Gaming

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  1. matthew kutun 0 Reputation points
    2025-11-15T01:12:03.84+00:00

    I bought my friend black ops 7 and he never received it

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  2. Haytham-C 4,210 Reputation points Microsoft External Staff Moderator
    2025-10-20T07:44:15.1966667+00:00

    Hello ๐‘Œ๐‘’๐‘  ๐ผโ€™๐‘š ๐ด ๐บ๐‘–๐‘Ÿ๐‘™,
    Thank you for posting question to Microsoft Q&A Forum.

    According to this issue, please check on this link: https://support.xbox.com/en-US/help/subscriptions-billing/buy-games-apps/refund-orders
    May I know if you have accessed to the link above and raised the refund request via that link? Did you try this link previously and get the result that "the game is not eligible for a refund"?
    Based on Microsoft's Gift Terms: https://www.microsoft.com/en-us/store/b/giftterms - If you and your friend are in different regions, the gift code cannot be redeemed. Microsoft recommends gifting only within the same region or using region-specific gift cards.

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    You could also try to raise the ticket to via this link: https://support.microsoft.com/en-us/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAsโ€ฆ As I am forum moderator, I do not have access to the Microsoft internal system to help you with this. Contacting Microsoft Support Team or Xbox Support Team directly is only the way.

    I hope this information is helpful and you will get your refund as soon as possible (if refund is confirmed to be eligible by the Support Team).

    If the answer is helpful, click "Accept Answer" and kindly upvote. If you have additional questions about this answer, click "Comment".

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