I need help with scheduling a retake and with a refund

Rachael Bassey 0 Reputation points
2026-03-11T10:06:55.5+00:00

Dear Microsoft Certification Support, I recently took the AB-730 AI Business Professional certification exam on Monday, 3/9/26 at 6:30 PM and unfortunately did not pass on my first attempt. It has now been over 24 hours, but the system still does not allow me to schedule a retake. Additionally, while trying to reschedule my retake yesterday, for Thursday, March 12, 2026 at 7:00 PM, I mistakenly purchased a second exam. I cancelled the appointment shortly afterward, but I have not yet received a refund. Could you please assist me with the following: 1. Enabling my ability to schedule a retake of the exam. 2. Confirming and processing the refund for the cancelled exam purchase. Thank you for your assistance. I appreciate your help in resolving these issues. Kind regards, Rachael Bassey

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  1. Julian Sharp 40,601 Reputation points
    2026-03-11T11:11:18.4366667+00:00

    There are no free retakes, you must pay and book each exam attempt

    You can use the second purchase for your retake

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  2. AI answer

    2026-03-11T10:07:19.7066667+00:00

    For scheduling a retake and for any refund on a Microsoft Certification exam purchase, direct assistance must come from the official Credentials Support and/or the exam delivery provider (Pearson VUE). Community and documentation resources cannot access accounts, modify exam eligibility, or process payments.

    To move forward, use these two support paths:

    1. Enable scheduling a retake
      Exam retake timing and eligibility are controlled by the certification system and the exam delivery provider. If the portal still does not allow scheduling a retake after the normal waiting period, open a support request with the Microsoft Credentials Support team so they can review the exam record and correct any issues:
    2. Refund for the cancelled second exam purchase
      Refunds for certification exams and vouchers are handled by the billing/support channels, not via self-service documentation. Because the appointment was cancelled after purchase, the applicable refund depends on the official reschedule and cancellation policy and the provider’s rules:
      • Microsoft’s general policy: if an exam is cancelled or rescheduled with less than 24 hours’ notice, the entire exam fee (or voucher) is forfeited. If cancelled at least 24 hours before the scheduled time, the fee is not forfeited.
      • Since this involves a specific transaction and timing, contact support so they can check eligibility and process any refund:

    When opening the support ticket, provide:

    • Full name as it appears on the certification profile.
    • Exam ID (AB-730) and exam name.
    • Date/time of the original failed exam.
    • Order/registration ID for the second (cancelled) exam.
    • Date/time when the second exam was scheduled and when it was cancelled.

    Support can then:

    • Verify the exam result and retake eligibility and, if needed, correct the record so a retake can be scheduled.
    • Check the cancellation time against the reschedule and cancellation policy and confirm whether a refund is due, then process it or direct to Pearson VUE billing as appropriate.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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