I returned my order #[moderator's note: PII removed] but did not receive a refund?

Since your order number was included in the public post, I have covered/redacted it to help protect your personal information and account-related details. 

Hello Sandra Weber, 

I understand how frustrating this situation must be, especially since you returned the keyboard from order, and received a refund for another keyboard returned at the same time, but not for this item. 

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, cannot directly intervene in Microsoft product orders, refunds, returns, or access Microsoft back-end systems. My role is limited to providing general guidance for reported issues, requests, or ideas. 

For Microsoft Store hardware returns and refunds, please check the refund status directly from your Microsoft account Order history page using the official Microsoft Support guidance below: Check the status of your Microsoft Store return or refund - Microsoft Support 

Please sign in with the Microsoft account used to place the order, open your Order history, locate your order, and check the return/refund status for the keyboard. 

If the refund shows as issued but the money has not appeared in your payment account, it may take a few days for the payment provider or bank to process the refund.  

I hope the information above helps you locate the refund status for the returned keyboard and better understand where to check the return record. Wishing you a smooth experience in reviewing the refund details through your Microsoft account and getting this matter clarified soon. If you have extra questions about this answer, please click "Comment". 

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Refunds for devices and accessories bought from Microsoft are generally processed within 3–5 business days after Microsoft receives the returned item and confirms it is eligible. The refund is then applied to the original payment method, and the status can be checked online.

Take these steps:

1. Go to the Microsoft account Order history page and sign in with the account used for order #9808351362: Open Order history.
2. Locate order #9808351362 and select the keyboard item that was returned.
3. Check the status shown for that item:
   • If it shows a refund has been issued, allow a few more days for the bank or payment provider to post the credit, as processing can take a few days after Microsoft issues it.
   • If it does not show a refund or shows no return processed, the return may not have been completed correctly.
4. If there is no Request a return or refund status for that keyboard, or if online return options are unavailable, contact Microsoft Sales support directly and provide:
   • Order number #9808351362
   • Original purchase receipt
   • Shipping/return receipt and date of return (April 24, 2026)
5. If the item does not appear in Order history (for example, if the purchase was made as a guest), use the Guest Order Lookup tool referenced in the documentation, then follow the return/refund steps or contact Sales support from there.

Because another keyboard refund from the same date was processed, focus on confirming that this specific keyboard is listed as returned and eligible in Order history, then escalate through Sales support with the receipts if no refund status appears.

References:

• Get an exchange or refund on devices bought from Microsoft
• Check the status of your Microsoft Store return or refund