Request refund

Question

I want to report an issue with a charge on my credit card. There are payments for Microsoft 365 Business Standard that I didn't make, and I am not subscribe to it. Can you help me with this?

Answer 1

Dear @Marissa Kenio,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, you mentioned that a charge for Microsoft 365 Business Standard that you did not authorize and you are not subscribed to this service, you can follow the steps below to protect your payment method and request assistance.

Since the charge was not made by you, we recommend first contacting your bank or credit card provider and requesting that they temporarily block or lock your card. This helps prevent any additional unauthorized transactions that may occur beyond your control while the issue is being investigated.

Next, contact the Microsoft Support team and provide all relevant details about the unrecognized charge, including the transaction date, amount, and any reference information available from your bank statement. The Microsoft Support agent will collect the case details and escalate it to the Billing team for further review. After verification, the Microsoft Billing team will investigate the charge and assist you with the refund process for the amount that was incorrectly charged to your credit card, if the transaction is confirmed as unauthorized.

You can use this link to find the appropriate contact number: Global Customer Service phone numbers - Microsoft Support   

Besides that, here are some references

How to get a refund on a Microsoft subscription

How to investigate a billing charge from Microsoft

Note: Please understand that as forum moderator, my primary goal is to provide helpful guidance and support through general troubleshooting steps. While I don’t have access to internal systems or test devices required to resolve backend issues, I truly appreciate your understanding of these limitations. I genuinely hope the information I share helps guide you in the right direction, and I'm always here to assist as much as I can within my scope.   

I hope information above can help you resolve the issue, if you have any other questions, please leave the comment below so I can support you more effectively.

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Answer 2

Follow these steps to handle the unrecognized Microsoft 365 Business Standard charges and request a refund:

1. Investigate the charge
   • Go to the Manage your payments section of your Microsoft account dashboard using this article: How to get a refund on a Microsoft subscription.
   • Use it to identify which Microsoft account and subscription the charge is associated with.
2. Check who the subscription was purchased from
   • If the Microsoft 365 subscription was purchased through a third-party retailer (for example, Amazon, Apple App Store, Google Play, Best Buy), Microsoft cannot cancel or refund it directly.
   • In that case, contact the retailer’s support and request cancellation/refund. For example:
     • For Google Play: use Learn about Google Play refund policies.
     • For Apple App Store: request a refund from Apple support.
   • Details are in: Manage your Microsoft 365 subscription purchased through a third party.
3. If the subscription is billed directly by Microsoft
   • Sign in at https://account.microsoft.com/services with the Microsoft account that shows the charge.
   • Locate the Microsoft 365 subscription and select Manage.
   • Choose Cancel (or Upgrade or Cancel) and follow the on-screen steps.
   • After cancellation, use the refund guidance in How to get a refund on a Microsoft subscription to check if the charge is eligible for a refund. Not all cancellations result in a refund, and eligibility can depend on country and subscription status.
4. If cancellation options are missing
   • Follow the troubleshooting in Unable to cancel your Microsoft subscription:
     • Confirm you are signed in with the correct account.
     • Confirm the subscription is not already set to expire (if you see Turn on recurring billing, it will end on the shown date).
     • Make sure there is no overdue balance; overdue amounts must be paid before cancellation.
5. Contact Microsoft Support if the charge is still unexplained
   • If the charge is still not recognized or the subscription cannot be found, contact Microsoft Support using the contact path described in the Q&A examples in the context (Products & Services → Microsoft 365 & Office → Manage my subscription / Billing issue → Chat with a support agent).
   • Explain that the Microsoft 365 Business Standard charge is not authorized and that there is no corresponding subscription.
6. Coordinate with the bank if needed
   • If Microsoft and any third-party retailers cannot locate or reverse the charge, work with the bank/credit card provider to dispute the transaction as potentially fraudulent and request a chargeback, as suggested in the Q&A examples.

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References:

• How to get a refund on a Microsoft subscription
• Manage your Microsoft 365 subscription purchased through a third party
• Other
• Unable to cancel your Microsoft subscription
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• Request refund - Microsoft Q&A
• investigate a billing charge - Microsoft Q&A
• I need a refund on the Microsoft 360 - was just charged for it, and the instructions are unclear on how to get a refund. - Microsoft Q&A