Need a refund

Question

I have been charged twice in February for Microsoft products I did not order.

The first was only $9.99 and it was an AI type program.

But the second was just last night and it was for Ultimate--which I think might be 365 Office. I just recently purchased the Home Office on my new computer and declined the trial. Now am being billed for the subscription. I canceled the subscription but was a refund for the charge of $39.99

Answer 1

Hello, good day and thanks for your question. As you have an existing subscription, you will need to double check if it has been really cancelled and then you can go to https://account.microsoft.com/services/microsoft365/billing and try it from there or try to turn off the recurring billing at https://go.microsoft.com/fwlink/?linkid=2277073 and you can also follow the guided steps indicated from the link below.

https://support.microsoft.com/en-us/account-billing/turn-recurring-billing-on-or-off-for-a-microsoft-subscription-66f40aee-2317-f74b-40f9-2be7e92f0167

https://support.microsoft.com/en-us/office/cancel-a-microsoft-365-subscription-46e2634c-c64b-4c65-94b9-2cc9c960e91b

You can also request a call back by going to https://go.microsoft.com/fwlink/?linkid=2168171 in case you are having trouble cancelling and getting a refund.

Answer 2

To request a refund and stop further charges, follow these steps:

1. Confirm and cancel the subscriptions
   1. Go to the Services & subscriptions page: https://account.microsoft.com/services and sign in with the same Microsoft account used for the purchases.
   2. Locate each unexpected subscription (for example, Microsoft 365, Copilot/AI-type product, or other Microsoft subscriptions).
   3. Select Manage next to each one.
      • If you see Turn on recurring billing instead of Manage, that subscription is already set to expire and will not be charged again.
   4. On the Manage page, select Cancel (or Upgrade or Cancel) and follow the on-screen steps to complete cancellation.
2. Check who billed the subscriptions
   • If the charges came through Google Play or Apple App Store, the refund must be requested from them:
     • For Google Play: see Learn about Google Play refund policies.
     • For Apple App Store: request a refund from Apple support.
3. Request a refund from Microsoft (if purchased directly from Microsoft)
   • For Microsoft 365 or other Microsoft subscriptions purchased directly from Microsoft:
     1. After cancelling as above, refund eligibility depends on region and timing. Some countries/regions (such as Canada, Denmark, Finland, Germany, Israel, Korea, Netherlands, Poland, Portugal, Turkey) may allow prorated refunds when cancelling; others may require cancelling within a specific window.
     2. If the subscription is eligible, the refund option will appear during the cancellation flow. Follow the prompts to submit the refund request for the $39.99 and the $9.99 charges.
4. If there is no clear refund option or you suspect duplicate/unauthorized charges
   1. Investigate the charges using the Manage your payments page from the Microsoft account dashboard (linked from the refund article) to see what each charge is for.
   2. If you still believe there are duplicate or unauthorized charges, or if the self-service refund option does not appear, contact Microsoft Support:
      • Go to Contact Microsoft Support.
      • Sign in with the affected Microsoft account.
      • Select the relevant product (for example, Microsoft 365).
      • Choose a billing-related topic (such as Billing and Payment updates) and then select Chat with a support agent in your web browser or a callback option.
   3. Provide the dates and amounts ($9.99 and $39.99) so the agent can review the account and process any eligible refunds.
5. If you continue to see charges after cancellation
   • Verify that cancellation was completed more than 2 days before the billing date; cancelling too close to the billing date can still result in one more charge.
   • Confirm that the correct Microsoft account was used when checking subscriptions; multiple accounts can cause confusion.

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References:

• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• Cancel an order or pre-order from Microsoft Store
• Request a refund - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• overcharged for microsoft 365 family classic - Microsoft Q&A
• investigate a billing charge - Microsoft Q&A
• Request refund - Microsoft Q&A