Cancel duplicate charges for Office 2024

Question

Cancel duplicate charges for Office 2024

Brian Kenner 5

I have been charged for multiple copies of Office 2024. I only need one. I never intended to order more than one.

I want a refund for all but the one copy I have downloaded.

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Pavan Kumar Verma 0 Reputation points

2026-11-01T16:16:33.38+00:00
Sign in to the Microsoft account that was used for the Office 2024 purchase.

Open Order history and check whether there are actually two separate Office 2024 orders/transactions. Microsoft specifically directs customers to Order history to review Office 2024 orders.

If there are two completed purchases, contact Microsoft Support and request cancellation/refund of the duplicate Office 2024 order. Microsoft’s Office guidance directs customers to Microsoft Support when purchase/licensing issues cannot be resolved through the account.

Answer recommended by moderator

Brian Kenner 5

I finally hit the AI assistant and got the same advice so I asked for a human. And now it's 120 minutes wait time.

Thanks. Human Arlene was able to get the problem resolved for me.

0 comments

1 additional answer

Pavan Kumar Verma 0 Reputation points

2026-11-01T16:16:33.38+00:00

Sign in to the Microsoft account that was used for the Office 2024 purchase.

Open Order history and check whether there are actually two separate Office 2024 orders/transactions. Microsoft specifically directs customers to Order history to review Office 2024 orders.

If there are two completed purchases, contact Microsoft Support and request cancellation/refund of the duplicate Office 2024 order. Microsoft’s Office guidance directs customers to Microsoft Support when purchase/licensing issues cannot be resolved through the account.

Answer 1

John Jefferson Doyon 90,550 Independent Advisor

Hi, @Brian Kenner

This forum is public.

Where did you purchase Office 2024? Was it directly from the Microsoft Store or through another retailer?

If you purchased directly from the Microsoft Store, I recommend contacting Microsoft Support through the following link to request a billing investigation and refund for the duplicate purchases:

Here is the link: https://support.microsoft.com/home/contact
Type this keyword and press Enter: Contact Support.
At the bottom, click "Sign in to contact support" and sign in with your Personal Microsoft account (Not work or school account), or click "Contact Support" if you're already signed in.
In Product and services, select "Microsoft 365 and Office".
In Category, select "Manage my subscription".
Click "Chat with a support agent in your web browser".

If you ever find yourself stuck in a loop, please use the keywords "Contact Support" or "Live Chat" (without the quotes) and click "Contact Support" at the bottom.

Click "Add comment" to let me know.

Thanks!

John Jefferson Doyon 90,550 Reputation points Independent Advisor

2026-10-31T20:33:43.8066667+00:00

Hi @Brian Kenner does the issue persist? Did the steps did not help you?
Brian Kenner 5 Reputation points

2026-10-31T20:33:58.85+00:00

I have been all around the MS website and dealt with their AI in multiple ways. The directions it gives me don't work. My order history doesn't have the cancel or refund options it describes. I finally got the AI assistant to refer me to a human, but there's a 65 minute wait time. WHAT A CLUSTER.
Brian Kenner 5 Reputation points

2026-10-31T20:34:51.7866667+00:00

And yes, I did purchase it directly from the website.
John Jefferson Doyon 90,550 Reputation points Independent Advisor

2026-10-31T20:35:52.7933333+00:00

This is a public forum, users here can only recommend steps.

Is your ticket, earlier, still open?
John Jefferson Doyon 90,550 Reputation points Independent Advisor

2026-10-31T20:41:41.92+00:00

And yes, I did purchase it directly from the website.

Sorry, could you be more specific? Did you buy it directly from the Microsoft Store?

Thanks!
Brian Kenner 5 Reputation points

2026-10-31T20:42:31.23+00:00

And yes, I did purchase it directly from the website. And now it's up to 93 minutes to communicate with a human.
Brian Kenner 5 Reputation points

2026-10-31T20:44:03.2833333+00:00

The Microsoft Store on the Microsoft website.
John Jefferson Doyon 90,550 Reputation points Independent Advisor

2026-10-31T20:44:51.8266667+00:00

Just to be more precise, did you follow the steps earlier about live chat, or are you currently on a phone call?
Brian Kenner 5 Reputation points

2026-10-31T20:49:07.6433333+00:00

I went through various AI question/answer sessions and each one gave directions that didn't work. I paid with PayPal and each order was listed as completed, except for the one I had downloaded. It always told me to go to Order History and use the cancel option or refund option, they weren't there for these purchases, and only led me to more AI about how to cancel or get refund, which gave me the same directions that don't work. I finally hit the AI assistant and got the same advice so I asked for a human. And now it's 120 minutes wait time.

I believe I'm waiting for an online human assistant.
John Jefferson Doyon 90,550 Reputation points Independent Advisor

2026-10-31T20:54:08.1+00:00

Since it is currently the weekend, live chat support may have limited agent availability, which could explain the long waiting time.

I highly recommend trying again Monday through Friday during regular business hours, when more support agents may be available.
Brian Kenner 5 Reputation points

2026-10-31T20:55:11.5+00:00

Actually I just got a human. Thanks though. Have a good weekend.
John Jefferson Doyon 90,550 Reputation points Independent Advisor

2026-10-31T20:56:35.33+00:00

Glad to assist!

If all is resolved, feel free to mark the answer for this thread.

Otherwise, if anything related to this issue is still unresolved, please let me know.

Thanks!