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Microsoft Store and billing help

Cancel an order or pre-order from Microsoft Store

If you purchased something from Microsoft Store, you can cancel your entire order or an item in an order before it enters the billing or shipping process.

Note: These steps cover how to cancel orders and pre-orders from Microsoft Store. If you want to cancel a Microsoft subscription instead, see Cancel or turn off recurring billing for a Microsoft subscription. For other topics related to returns, cancellations, and orders, see Related Topics, below.

  1. Sign in to your Order history with your Microsoft account. If you have more than one Microsoft account, sign in to each one to check your order history.

  2. Do one of the following:

    • If you want to cancel the entire order:
      Find the order or pre-order you want to cancel, and select Cancel item next to the order.

    • If you want to cancel an item in an order:
      Find the order or pre-order you want to cancel, select Cancel item next to the item, select the check box next to the item, and select the Cancel item button.

  3. Check your email inbox for an email confirming the order was canceled. If you don't see the cancellation confirmation in your inbox after a few minutes, check your spam or junk mail folder. If you still don't see a cancellation confirmation email after waiting awhile, contact Microsoft Store support.

Still need help?

Select the questions below to see answers to some of the most common questions about canceling an order or pre-order.

Depending on what type of order you're trying to cancel, here's some info about why you can't cancel your order because you don't see the Cancel Item option.

Orders or pre-orders that are shipped to you

If you don’t see the Cancel Item option to cancel an order or pre-order, it may be because you've been billed for the order or because the order has already shipped. 

In this scenario, see Returning items you bought from Microsoft for exchange or refund to request a refund. To see your refund status, go to Get the status of your return and refund from Microsoft Store.

Orders or pre-orders for digital goods

If you don’t see the Cancel Item option for an order for a digital good (such as apps, movies, TV shows, and books) it may be because you've been billed for the order. 

If this is the case, contact Microsoft Store Support. For more info, see the Microsoft Store help page.

Xbox orders or pre-orders

If you don't see the Cancel Item option to cancel an Xbox purchase (such as a game), it may be because you've been billed for the order or because the order has already shipped.

In this scenario, go to the Request an Xbox refund webform.

If there’s an accidental or unauthorized purchase on your account, you can Returning items you bought from Microsoft for exchange or refund.

If you let your child use your credit card or other payment method to buy stuff on their account, you can Keep track of your child's Microsoft Store purchases. Get more info about how to require kids to ask a parent before buying stuff in Microsoft Store on Windows 10 and Xbox One devices.

If you think someone else is using your account, learn how to get back into your Microsoft account if it's been compromised and how to help protect your Microsoft account.

If you were charged more than once for the same order, have your Microsoft account and order number available and contact Microsoft Store Support. Get more info on the Microsoft Store help page.

  • For digital downloads, you're charged immediately after your purchase.

  • For items we ship to you, you're charged when the order is sent to the warehouse.

  • For info about when you're charged for pre-orders, see Pre-orders for Microsoft Store.

Pre-orders are canceled if your payment method can't be authorized at the time of the product's release. For example, this can happen if your credit card expires before the item becomes available.

If this is the case, we'll send an email asking you to update your payment info so you can re-order it before the release.

Related topics

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