Microsoft

Reclamar dessa empresa

Rio de Janeiro - RJ

22/07/2026 às 02:50

ID: 254521073

No dia 21 de julho de 2026, fiz uma compra na loja do Xbox (*****), e após cerca de 1h de jogo (já no dia 22 de julho), não gostei da experiência e apliquei para um reembolso e devolução do jogo, o que para minha surpresa foi negado instantaneamente. Ao contactar o chatbot da Microsoft, fiquei mais chocado ainda ao ver que a empresa se posiciona [Editado pelo Reclame Aqui] (artigo 49 do CDC), que garante o direito de arrependimento em até 7 dias após a compra.

O valor da compra foi de *****. Preciso desse valor estornado no método de compra.

Sobre a negação do reembolso:
*****
*****

Segue o diálogo com a ferramenta:

EU:
as per brazilian law, online purchases are eligible to refund no matter the reason

Chatbot:
I understand youre referring to Brazilian law, but refund eligibility for XBOX digital purchases is handled according to Microsofts refund policy. That policy does not guarantee refunds for every online purchase for any reason.

For XBOX digital games, refunds are typically considered when:

The request is made within about 14 days of the purchase.
You have not accumulated a significant amount of play time on the game.
For single-use items (like in-game currency or consumables), the item has not been redeemed or used.

Refund decisions are reviewed under this policy and are final once made, and Microsoft may limit refunds if it appears the policy is being abused.

If you tell me what you bought (game, DLC, currency, or subscription) and roughly when, I can help you understand how that specific purchase fits these eligibility rules.

Important notes:

Refunds are typically issued for requests made within 14 days of purchase and with limited play time.
Single-use items are usually only eligible if not redeemed or used.
All refund request decisions are final.
Microsoft may stop offering refunds if refund requests appear to be abused.

Learn more:
Refund orders
[Editado pelo Reclame Aqui]

Youre right that consumer legislation matters. Microsofts refund policy does recognize that and notes that refunds can be limited except where legally required.

However, for XBOX digital purchases, the standard review still uses Microsofts eligibility rules (such as timeframe since purchase, play time, and whether items were already redeemed). If, after that review, your request was denied, that decision is considered final within the XBOX refund process.

From the XBOX policy perspective:

Refunds for digital games are usually considered only within about 14 days and with limited play time.
Single-use items (like consumables and in-game currency) are generally only eligible if they havent been redeemed or used.
Microsoft may stop offering refunds if it appears game refunds are being abused, except where legally required.
All refund request decisions are final, though you can reply to the decision email to appeal within that same process.

I can help you understand how your specific purchase fits these XBOX rules (date of purchase, what was bought, and how much it was used), but I cant interpret or apply Brazilian law directly here.
Learn more:
Request a refund for digital games
i have not played it for over an hour

Not playing for more than an hour definitely helps your eligibility, but it doesnt guarantee that a refund will be approved.

For XBOX digital games, refunds are reviewed using several factors, including:

Whether the request was made within about 14 days of the purchase date.
That you havent accumulated a significant amount of play time (your under an hour fits this part, but its only one factor).
Limits on how many refunds and how much compensation can be provided to a purchaser in a given year.
Whether the item was a single-use consumable or virtual currency (these are generally not refundable once purchased or used).
Whether the purchase appears correctly in your order history and meets the eligibility rules shown when you review the order or subscription.
Whether refund activity on the account appears to be abusing the refund policy.

Because of these other factors, a refund can still be declined even if you played very little. All refund request decisions are final within the XBOX process, although the policy notes you can appeal by replying to the decision email.

If you tell me:

Exactly what you bought (game, DLC, currency, or subscription), and
When you purchased it,

[Editado pelo Reclame Aqui]
Learn more:
Request a refund for digital games