Order sent back to sender, but still "Return in progress" after 2 mons

Hi Jinlong,

Thanks for sharing your experience and the screenshot — I understand how frustrating it must be to wait this long for a refund, especially after trying multiple support channels.

Based on the tracking details in your screenshot, your order was successfully returned to VENLO, NL on May 22, 2025, and received by MARK. However, your Microsoft Store order still shows "Return in progress", and no refund has been issued.

What You Can Do Next

1. Contact Microsoft Store Support with Proof of Delivery

Goal: Provide Microsoft with evidence that the item was successfully returned so they can manually process the refund.

Steps:

1.	Go to https://support.microsoft.com.

2.	Scroll down and click “Contact Support”.

3.	Choose “Microsoft Store & Billing” as the support topic.

4.	Select “Returns and Refunds”.

5.	When prompted, sign in with the Microsoft account used to place the order.

6.	In the support form or chat:

	•	Provide your order number.

	•	Include the return tracking number (e.g., 1Z9R5F460420593968).

	•	Mention the delivery confirmation (e.g., received by MARK on May 22, 2025, in VENLO, NL).

	•	Attach or link to the Proof of Delivery from your screenshot.

7.	Request that the refund be manually processed since the return is complete.

2. Use the Refund Request Form

Goal: Submit a formal refund request through your Microsoft account.

Steps:

1.	Visit https://account.microsoft.com.

2.	Sign in with the Microsoft account used for the purchase.

3.	Click on “Payment & Billing” > “Order History”.

4.	Locate the order for the Microsoft Surface Touchpad.

5.	If available, click “Request a Refund”.

6.	Fill out the form:

	•	Explain that the item was returned and received on May 22, 2025.

	•	Mention that the order status is still stuck on “Return in progress.”

	•	Include the tracking number and delivery confirmation.

7.	Submit the form and wait for a confirmation email.

3. Escalate via Support Chat

Goal: Reach a higher-level support agent who can escalate the issue internally.

Steps:

1.	Go to https://support.microsoft.com.

2.	Click “Contact Support” and choose “Microsoft Store & Billing”.

3.	Select “Returns and Refunds” and start a chat session.

4.	If the chat closes prematurely:

	•	Try using a different browser or device.

	•	Clear your browser cache and cookies.

	•	Use an incognito/private window.

5.	Once connected:

	•	Ask to escalate the issue to a supervisor or billing specialist.

	•	Provide all relevant details (order number, tracking info, delivery confirmation).

	•	Request a manual override of the stuck return status.

4. Document Your Attempts

Goal: Keep a record of all your interactions in case further escalation is needed.

Steps:

1.	Create a simple log or document with the following:

	•	Dates and times of support calls or chats.

	•	Names of agents you spoke with (if available).

	•	Screenshots of chat transcripts or email confirmations.

	•	Tracking and delivery details.

2.	If needed, use this documentation to:

	•	Escalate to Microsoft’s customer advocacy team.

	•	File a complaint through https://support.microsoft.com or your local consumer                                   protection agency.

Please update us here once you've contacted support again — hopefully, they’ll resolve it quickly now that the return is confirmed. If this answer was helpful, kindly click "Yes" below to help others in the community.

Best regards,

Carl

Microsoft community team