Double Billed for 365

Question

I paid to download 365, but the first download failed. The following day I started over and the download was successful. But now I have been charged for two downloads. Order number 9336352591, and a second: 1266572451. I don't want to read endless user submissions that don't give results. I don't want to be charged twice. Oh wait! My issue is going to be added to an endless loop posts?

Answer 1

Please note that you are not communicating with Microsoft here, only with your fellow users.

  

I paid to download 365, but the first download failed. The following day I started over and the download was successful. But now I have been charged for two downloads.

If you ordered a subscription twice using the same e-mail, the two subscriptions would have been added together. Your account at https://account.microsoft.com/services will show you that info.

If you prefer to cancel the subscription, you should be able to do that as well from your account. See also https://support.microsoft.com/en-us/account-billing/cancel-your-microsoft-subscription-c2c6b0e3-cab3-cb98-d83e-c9ad54620530 .

Answer 2

Double billing and refunds cannot be fixed from a forum; they must be handled by Microsoft Billing using secure tools.

Based on the scenario (two separate Microsoft 365 orders for the same product), the next steps are:

1. Confirm both charges and orders
   • Go to the Microsoft account order history page: account.microsoft.com/billing.
   • Sign in with the same Microsoft account used for the purchase.
   • Select Payment & billing > Order history and filter by the relevant date range.
   • Verify that both order numbers (9336352591 and 1266572451) appear with status Completed or Redeemed and confirm both corresponding charges on the bank/credit card statement.
2. Check for duplicate/close-together charges
   • If both charges appear in order history for the same product and time period, this is effectively a duplicate/accidental second purchase.
   • If one of the charges does not appear in order history, it may be associated with a different Microsoft account or card. In that case, go to Payment options in the Microsoft account dashboard and use Investigate to search for other accounts using the same card, as described in How to investigate a billing charge from Microsoft.
3. Request a refund / resolve the duplicate charge
   • For duplicate charges for the same order, Microsoft Store guidance is to contact Microsoft Store Support directly. Have the Microsoft account sign-in email and both order numbers ready and then contact Microsoft Store Support so the billing team can review and reverse the extra charge if eligible.
   • If the duplicate charges are tied to different subscriptions or accounts, follow the same process but clearly state that there were two separate orders for the same Microsoft 365 purchase after a failed download, and that only one license is needed.
4. If the charge is considered unauthorized or accidental
   • For accidental or unauthorized purchases, Microsoft’s process is to use the refund/returns flow: Returning items you bought from Microsoft for exchange or refund.
   • If there is any suspicion that someone else used the account or card, follow the account security guidance in the same article to secure the Microsoft account.

In summary, verify both orders in order history, then contact Microsoft Store/Microsoft Billing Support with both order numbers and request that the second, duplicate purchase be refunded or canceled.

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References:

• I've been charged twice
• Cancel an order or pre-order from Microsoft Store
• How to investigate a billing charge from Microsoft
• View your Microsoft Store order history
• Request a refund - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A
• How to resolve being billed on 2 separate charge accounts for the same thing - Microsoft Q&A