How do I return an order

Question

I ordered a surface pro and a laptop came. We need a tablet and keyboard. It has been delivered but on Microsoft it still says delivery pending and we are unable to click to return it. Can you send instructions on how to return it and cancel the protection plan on it?

Answer 1

Hello Donna Newman,

Until the order is registered as delivered in Microsoft's order system, the Request a return option may not become available. Since your Microsoft account still shows Delivery Pending, that would explain why you cannot currently initiate the return yourself. In this case, I recommend contacting Microsoft Store Support directly:

• Refer to: Help with Microsoft Store purchases
• Find the phone number to your region to reach an agent.
• When contacting support, have the following information available:
  • Order number
  • Microsoft account used for the purchase
  • Tracking information showing the item was delivered.

Note: If you're located in the United States area, and having troubles with the phone services, you can also contact Sales and Customer Support via an online chat session. Go to the Microsoft Store and select the chat pop-up in the lower right corner.

I wish I can help more directly, but payment-related issues often involve personal information, while this is just a user-to-user support forum. Contributors and moderators cannot access orders, create return requests, cancel Microsoft Complete plans, or update delivery status records.

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

What is the contact number for sales?

Answer 3

The option for request a return is not there.

Answer 4

To return the incorrect device and request a refund or exchange, and to cancel the protection plan, use the Microsoft account pages for orders and services.

1. For the Surface device return/exchange
2. Go to your Microsoft account Order history page: https://account.microsoft.com/billing/orders and sign in.
3. Find the order for the Surface Pro that resulted in the wrong device being delivered.
4. If the item is eligible for online return, select Request a return and follow the on‑screen instructions to:
   • Get a prepaid shipping label.
   • Send the incorrect device back.
5. When the returned item is received and found eligible, a replacement or refund is processed. Refunds are generally processed within 3–5 business days and applied to the original payment option.
6. If Request a return is not shown (online returns are not available in all markets or the order state does not yet allow it), contact Sales support using the Sales support link in the article to have them correct the shipment and arrange the return.

If the order still shows “delivery pending” but the device has arrived, do not initiate a product return from that page; instead, contact Sales support so they can correct the order status and assist with the wrong item.

2. If this was a Surface service/repair order (not a store purchase)

If the device was part of a Surface service or replacement order rather than a store purchase:

1. Go to Microsoft account | Devices and sign in.
2. Select the Surface device associated with the service order and expand it.
3. Select Check status next to Service Orders.
4. From there you can:
   • Track the order.
   • Print or locate a shipping label.
   • Cancel an active service order by selecting Cancel order (if still allowed).
5. Cancel the protection plan / subscription

If a protection plan (for example, Microsoft Complete or another subscription) was added and needs to be cancelled:

1. Go to the Services or Subscriptions section of the Microsoft account (for example, via https://account.microsoft.com/services).
2. Locate the protection plan associated with the device.
3. Use the manage/cancel options provided there to turn off auto‑renewal or cancel, following the steps in the subscription cancellation guidance linked from the billing support articles.
4. If the plan was purchased through a third party (such as a retailer), cancellation must be done through that third party’s billing/support channel.

If any of the above options are unavailable or do not match what is seen on screen, contact Microsoft Sales or Billing Support using the “Sales support” or “Contact Support” options in the referenced articles so they can:

• Correct the order status (from “delivery pending” to delivered),
• Initiate the return/exchange for the wrong device, and
• Cancel or adjust the associated protection plan.

---

References:

• Get an exchange or refund on devices bought from Microsoft
• Cancel an order or pre-order from Microsoft Store
• How to get service or repair for Surface
• Check the status of a Surface repair order, cancel the order, or print a shipping label
• How to connect with Help and Support - Microsoft Q&A
• Request refund - Microsoft Q&A
• refund please - Microsoft Q&A
• i have been charged twice - Microsoft Q&A