Shipping Label for return went to an unknown email address.

Reprint the shipping label from the order online, then contact Microsoft Support to correct the service-order email address because changing your Microsoft account email may not update an existing order.

For a Surface repair or service order

1. Go to Microsoft account | Devices.
2. Sign in with the same Microsoft account used to create the service order.
3. Expand the Surface associated with the order.
4. Next to Service Orders, select Check status.
5. Open Print shipping label and print or save the label.

This page also provides the tracking number and order status; a newly created order may take a short time to appear. ^1^

Correct the incorrect email address

Because customer support entered an unknown address, contact Microsoft Support and ask the agent to:

• Correct the email address on the existing Surface service order.
• Resend the service instructions to the correct address.
• Confirm whether the original label should be replaced or invalidated.

Have the service-order number and the Surface serial number available, but do not post either publicly. Microsoft states that repair updates go to the email address provided when the service order was created and directs customers with unresolved order questions to support. ^2^

Before shipping, verify that the device serial number matches the service order, and retain the carrier receipt and tracking number. ^3^

If this was a Microsoft Store purchase return instead

Open the Order history for the account that purchased the Surface and print another label for that return request. Microsoft’s Store return guidance specifically provides Order history as the way to obtain a new return label. ^4^

References

1. Check the status of a Surface repair order, cancel the order, or print a shipping label | Microsoft Support
2. FAQs about Surface service and repair | Microsoft Support
3. Packing and shipping instructions for Surface devices | Microsoft Support
4. [Work account](https://support.microsoft.com/accounts-billing/manage/get-an-exchange-or-refund-on-devices-bought-from-microsoft#refunds)