Overview:
This article offers a comprehensive guide on how to return a Microsoft Subscription order through Xvantage. The procedure for returns may differ based on the type of order.
Process:
1. Microsoft NCE Subscription Orders
Microsoft NCE subscription Orders can be returned within 168 hours (7 days) of the purchase or renewal date.
Within this return window, customers can perform:
Full subscription order cancellations
Partial quantity reductions
Refunds are calculated based on the unused portion of the subscription term.
Full Return (Cancel Subscription Order)
Log in to Xvantage.
Navigate to My Business > Subscriptions.
Search for the subscription you wish to cancel.
Click the subscription number.
Select Change in the upper-right corner.
Click Cancel Subscription.
Select a cancellation reason.
Click Confirm.
Once completed, the refund will be processed automatically based on the unused portion of the subscription term.
Partial Return (Reduce Licenses)
Log in to Xvantage.
Navigate to My Business > Subscriptions.
Search for and open the desired subscription.
From the Change menu, select Plan or Quantity.
Reduce the quantity using the minus (-) button.
Review the estimated refund amount and click Next.
Select Use an Existing Microsoft CSP End Customer Account.
Click Next.
Review the order summary.
Click Place Order to submit the return.
Note: If you attempt to reduce more licenses than are eligible for return, the system will display a warning indicating the maximum returnable quantity.
Once completed, the refund will be calculated based on the unused portion of the subscription term.
2. Microsoft Perpetual Software Licenses (PER)
Perpetual software licenses (one-time purchases such as Office LTSC) follow a different return policy than NCE subscription orders.
Return Policy:
Full refund available within 30 calendar days of purchase.
Refunds are not prorated, as perpetual licenses are one-time purchases rather than recurring subscriptions.
After 30 days, cancellations and refunds are generally not permitted.
If a perpetual license is cancelled, associated product keys and download rights are revoked and the software can no longer be used.
3. Microsoft NCE Upgrade Subscription Orders
Microsoft does not have a separate return policy for NCE upgrade orders. Upgrades follow the standard NCE cancellation rules.
Important:
When an NCE subscription order is upgraded:
The upgraded subscription order inherits the cancellation window of the original subscription.
A new 168-hour cancellation period is not created.
If the original cancellation window has expired, the upgraded subscription order is generally not eligible for cancellation or refund.
The customer remains committed for the remainder of the subscription term.
Duplicate Licensing Exceptions
In cases where an upgrade results in unintended duplicate licensing, Microsoft may review cancellation requests on a case-by-case basis. Such exceptions are outside the standard NCE policy and typically require a support request and vendor approval.