Product key scratched but not redeemed

Dave Eglinton 0 Reputation points
2026-10-30T15:20:12.43+00:00

I bought Office Home 2024 at Walmart and scratched off the key but did not redeem it. I found that it will not work on a Chromebook. I need proof it was not redeemed to get a refund.

Microsoft 365 and Office | Install, redeem, activate | For home | Other
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  1. DaveM121 946.1K Reputation points Independent Advisor
    2026-10-30T15:59:12.2866667+00:00

    No-one here can provide proof the product key was not used, this is just a user to user forum, if you have scratched off the key card to reveal the product key, most likely Walmart will not accept the keycard back for a refund.

    You could try contacting Microsoft Support directly, but they also may not be able to provide proof the product key is unused, try using this method to contact their support.

    Go to this link: https://support.microsoft.com/contactus

    Select Microsoft 365

    Click 'Get Home Support'.

    In the box provided, type billing.

    Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

    Navigate to Microsoft 365 and Office - Manage my Subscription.

    Select the 'Chat with support agent in web browser' option

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  2. AI answer

    2026-10-30T15:21:14.87+00:00

    Ask Walmart’s return department what evidence it will accept, because Microsoft does not document or guarantee a “not redeemed” certificate for third-party retail keys.

    What to do

    1. Do not enter the key at an Office setup site.
      Scratching off the foil only reveals the 25-character key; it does not redeem it. Redemption occurs when the key is entered online, associated with a Microsoft account, and the redemption prompts are completed.^1^ ^2^
    2. Return to Walmart with:
      • The Office package and unscratched/unaltered key card other than the opened foil
      • The original receipt or Walmart order record
      • The payment method used
      • A printout or screenshot of Microsoft’s Chromebook compatibility guidance
      Explain that the key was exposed but never entered or associated with a Microsoft account. Ask the returns desk or store manager which evidence its software-return policy requires.
    3. Use Microsoft Support only as a supporting step if Walmart requires key-status verification.
      Open Microsoft Contact Support through the Contact Microsoft support link on the product-key support page and request assistance determining whether the retail key has been redeemed.^1^ Provide the key only through the official private support interaction—never post it here or in a public forum. Ask whether the agent can provide:
      • Written confirmation of the status,
      • A support-chat transcript, or
      • A case number Walmart can reference.
      Microsoft’s published guidance offers product-key assistance but does not promise that Support can inspect an unused Walmart key or issue written proof of non-redemption. Confirm what Walmart will accept before relying on this route.

    Chromebook compatibility

    Office Home 2024’s desktop applications are supported on Windows 11 and supported macOS versions, not ChromeOS.^3^ Microsoft also states that the desktop PC or Mac versions of Office cannot be installed on a Chromebook; browser or supported mobile-app options are separate from the Office 2024 desktop package.^4^

    Because Walmart received the payment, Walmart must ultimately approve and process the retail refund. Microsoft Support can potentially assist with the key-status question, but cannot guarantee that Walmart will accept its response.

    References

    1. Using product keys with Microsoft 365
    2. Where to enter your Office product key | Microsoft Support
    3. Office suites for individuals and families | Microsoft Support
    4. [Office for home](https://support.microsoft.com/office/lifecycle/officeinstall/troubleshoot-installing-office)
    AI-generated content may be incorrect. Read our transparency notes for more information.

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