Never received order

Question

I was playing Fortnite and I bought the battle pass as a gift for a friend, but he never received it. I bought it and the game started at the same time. The payment went through, but the product didnt. (Purchased 03/22/2026)

Answer 1

As an option if the purchased product is still not reflecting on the game and the account, you can go to https://account.microsoft.com/billing/orders and check if you will be able to request a refund from there or you can go to the link below and process it from there and then afterwards you can try to make a purchased again and you can try to do it directly from the game's website at https://store.epicgames.com/p/fortnite--crew?lang=en-US.

https://support.xbox.com/en-us/help/subscriptions-billing/buy-games-apps/refund-orders

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Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information.

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Answer 2

Hello, good day and thanks for your question. Sorry to know about this and to add to the above, you may check and follow the directive to check if the order has reflected on your account and get your friend to logout and login to the game again. If the issue still happens, you may try to check and see if you will be able to request and be granted of a refund as "Some Products are not eligible for return or refund; unless otherwise provided by law or by a particular offer, all purchases of these types of Products are final and non-refundable. Products ineligible for return and refund include, but are not limited to, the following:"

Digital apps, games, in-app content, in-app subscriptions, movies, TV shows, and associated content except Digital Game Products and Microsoft Subscription Services.

Third-Party subscription services billed through Microsoft.

gift cards and service/subscription cards (e.g., Skype, Xbox Live)

products that have been personalized or customized

special order products, if not part of a Store promotional offering.

random access memory ("RAM") products.

services that have been performed or consumed.

clearance items or those marked with a designation such as "Final Sale" or "Non-Returnable".

Reference links: https://support.microsoft.com/en-us/account-billing/get-a-refund-on-apps-and-games-bought-from-microsoft-81629012-aa4f-f48b-2394-8596f415072b

https://www.microsoft.com/en-us/store/b/terms-of-sale

Open the link below on a browser and you can go through the refund process from there.

https://support.xbox.com/en-us/help/subscriptions-billing/buy-games-apps/refund-orders

Answer 3

Since the payment went through but the gifted battle pass was not received, the next steps depend on what exactly was purchased and where:

1. Verify the order completed
   • Go to the order history page while signed in with the account used to buy the gift.
   • Confirm the order shows as completed (not Pending or Cancelled).
2. If the order is missing or still pending
   • If it shows as Pending, it may require updated information or a change of payment method. Follow any prompts shown there.
   • If it does not appear at all, the purchase may not have completed and no item would be delivered.
3. If the order is completed but the item is not delivered
   • For game content (like a battle pass), confirm the correct account was selected as the gift recipient and that the friend is checking the right account in-game.
   • If the content still does not appear after confirming the order is completed, contact Microsoft Store/Xbox support with the order details so they can investigate delivery of the digital item.
4. If a refund is needed
   • If the gift cannot be delivered or used, sign in to the same account and use the refund/request options associated with that order in order history, or follow the refund guidance for Microsoft games and apps.

For any refund already issued but not yet visible on the payment method, check the refund status on the Xbox order history page and allow a few days for the bank to process it.

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References:

• Track your order from Microsoft Store
• Check the status of your Microsoft Store return or refund