AI loop blocking support ticket creation for multi-payment/chargeback refund. Any workaround?

Question

Hi everyone,

I am trying to submit a refund request for an Azure transaction, but I’ve hit a wall with Microsoft's new AI support system and am completely stuck in a loop.

When I select the specific transaction, the system displays a message saying I need to contact the support team directly because the payment involved multiple methods

The problem is that every time I try to open a ticket, the portal navigation continuously circles back to square one. I also tried calling customer support, but the phone AI agent does the exact same thing and loops me back to the beginning without letting me speak to a human or submit a form.

Has anyone found a reliable way or backdoor link to bypass this AI loop and get a ticket through to a human billing agent?

Thanks for any help or insights!

Answer 1

Hello Nhat, we understand that the “contact support directly” loop sounds really frustrating, especially when you’re trying to request a refund tied to a specific transaction. Here are the steps you can follow to create support requests:

• Go to Azure portal > Search for Help + Support or https://portal.azure.com/#view/Microsoft_Azure_Support/HelpAndSupportBlade/~/overview
• Click on Create a Support Request.
• On right-side panel, enter Billing and click Go > select the issue with "Billing" > select your Subscription then click Next.
• Do not click on refund request button or any suggested articles instead click on the Create support request on top of the panel.
• Select the Issue type as Billing and, select the summary, problem type and problem subtype as per your issue like below > then click on Next.
• Do not click on refund request button or any recommendation solution/article, instead click on the Return to support request then click Next.
• Fill all the required information and provide a clear description of your issue and click Next.
• Review and create as submit the support request.
• You should receive an automated email within a few minutes and then be contacted by support team.

Kindly check the below documentation for more details: How to create an Azure support request - Azure supportability | Microsoft Learn

Hope this helps! If the information was useful, please consider accepting the answer and upvoting. Feel free to reach out if you need any further assistance. Thank you.

Answer 2

Hi,

Please create a free Billing support request by carefully following my instructions below to avoid getting stuck in endless loop. Please add a comment below if you have trouble creating case.

1. To start the process, please navigate to below link:

https://portal.azure.com/#create/Microsoft.Support

2. Issue type: Billing, Problem type: Credit request, Problem subtype: <choose most appropriate>, similar to below screenshot:

3. Click Next. There will be a delay, then some Solutions will be displayed. DO NOT CLICK on any of these, instead click Return to support request in upper left corner.

4. Click Next to advance to Additional details tab. For Issue Category, select Azure - Billing Issue, if you don't have paid support plan choose Basic, continue filling out form, click Next, review information, click Create to submit case. You should receive an automated email within minutes and be contacted by support within 1 business day.

Please click Accept Answer and upvote if the above was helpful.

Thanks.

-TP