Refund on double deductions

Use Microsoft account → Payment options → Investigate to identify both R839 transactions, then request the refund against the matching order or subscription rather than opening another general support enquiry.

1. Identify both deductions

1. Sign in to Manage your payments using the Microsoft account associated with Microsoft 365: https://go.microsoft.com/fwlink/?linkid=2246882
2. Select Investigate and search for both R839 charges.
3. Review the account’s order history for two purchases of the same amount close together.
4. If only one appears, repeat this check for every personal Microsoft account that might use the card, including accounts belonging to family members.

Microsoft notes that two entries can represent a delayed payment followed by the regular payment, or charges associated with separate Microsoft accounts. The order history and recent bank statements establish whether there were genuinely two payments.^1^

Also ask the bank whether either entry is merely a pending authorization hold, rather than a completed transaction. Such holds typically clear within three to five business days.^2^

2. Request the refund

If the duplicate is tied to a second Microsoft 365 subscription purchased directly from Microsoft:

1. Open Services & subscriptions under the purchasing account.
2. Select the duplicate subscription.
3. Choose Manage → Cancel or Upgrade or Cancel.
4. Continue through the cancellation page. Microsoft displays whether that subscription qualifies for a refund and provides the next steps.

Refund eligibility is determined during cancellation; not every cancellation produces a refund.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft 365")

Because these deductions occurred during the past week, the published policy may cover the latest recurring charge: Microsoft generally permits a refund of the most recent recurring charge when the subscription is cancelled within 30 days, limited to one refund per Microsoft account and subscription product.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

Do not cancel the only valid subscription unless the cancellation page identifies it as the duplicate and shows the intended refund outcome.

3. Escalate the existing unresolved case

Since ordinary support contact has already produced no reference number, escalate with a compact evidence package:

• Screenshots or PDF statement showing both completed R839 deductions
• Dates, transaction descriptions, and the last four card digits
• Both Microsoft order numbers, if available
• The account email used for the purchase
• A statement that the requested refund is R1,678 for two unauthorized/duplicate charges
• Dates of previous support contacts and a request for a written case/reference number

Use Microsoft’s official support page and choose Get Help for an account and billing issue; it can route the request to chat.^5^ If chat does not produce a case number, the same official page lists South African telephone support options. Request transfer to Microsoft Store/Microsoft 365 billing, and do not end the interaction without recording the case number.

Conditional branches

• If the payment investigation identifies Apple, Google Play, Amazon, or another retailer as the biller: that retailer must process the refund; Microsoft cannot refund money it did not receive.[^6^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support")
• If Microsoft Support cannot locate either completed transaction under any account: return to the bank with that result and open a formal card dispute. If the payment details may have been compromised, ask the bank to block or replace the card; disputing charges alone does not prevent further unauthorized deductions.^7^

Do not post bank statements, full card numbers, account email addresses, or transaction identifiers publicly in Microsoft Q&A.

References

1. I've been charged twice | Microsoft Support
2. How to start shopping with your work account at the Microsoft Store | Microsoft Support
3. [Microsoft 365](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
4. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
5. Contact Microsoft customer support | Microsoft Support
6. [Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
7. How to investigate a billing charge from Microsoft | Microsoft Support