Need information about a service order you’ve submitted for your Xbox console or Kinect sensor? See the following topics.
After you submit a service order request, you’ll receive a confirmation email with an order number and information about packing and shipping the product to our service center. If after 24 hours you haven't received the confirmation email, check your email program's junk folder or spam filter. If you don't find the email in junk or spam, contact Xbox Support.
Print a shipping label online: If you submitted your service order request though the Xbox Online Service Center, you can access your shipping label online at any time. Sign in to the Xbox Online Service Center, go to Orders, and then click Reprint Shipping Label.
Print a shipping label using a link emailed to you: If you contacted Xbox Support to request service, you’ll receive an email that contains a link to the shipping label. If after 24 hours you haven't received that email, please check your email program’s junk folder or spam filter. If you want to change the email address where the shipping label is sent, see “Change or cancel a service order” below.
In the email you receive, click the Print label yourself link to access your label and print it. You can also view drop-off and pickup options. You can print or reprint your shipping label within five days of accessing the Print label yourself link. Alternatively, you can print the label at a FedEx Office Store by scanning the barcode attached to the email and viewed on a mobile device.
To check your order status at any time, go to our Xbox Online Service Center. Either sign in with your Microsoft account or click Check the status of a service order, and then enter the service order number from your confirmation email, along with your postal code. You’ll see a status statement similar to one of the following:
Tracking the shipment from your location to the service center
Use the proof of shipment or tracking number you received at the time of shipping to check the shipment status at the carrier’s website, or contact the carrier for more information. Once we receive your product at our service center, we will notify you by email.
Tracking the shipment from the service center to you
When we ship your serviced product from our service center, you’ll get an email that includes a tracking number. Use that tracking number to check the shipping status at the carrier’s website, or contact the carrier for information.
Note It can take up to seven days for the shipping status to update on the carrier’s website. If you don’t see any status changes on your shipment after this time, contact Xbox Support.
You can change or cancel an existing service order up until the day you send the product to the service center. First, sign in at the Xbox Online Service Center and go to Orders to confirm that the order status is either Order in progress or Packing material received by customer.
To print a receipt upon the completion of your service order, go to our Xbox Online Service Center. After signing in with your Microsoft account, select Orders from the top menu bar. You can select any completed order and click the Print Receipt button for a copy of the receipt.
If the list of service orders does not list the one you’re looking for, select Check the status of an order from the Home page and then enter the service order number from your confirmation email, along with your postal code. Completed orders will offer the option to print a receipt.
We returned the product without service
The service center inspects your product upon arrival. In the following circumstances, there will be no service performed (repair or exchange), and we’ll return the product as is:
The product is damaged or not working
If you receive a damaged serviced product or one that’s not working, contact Xbox Support immediately. Do not return the product to the service center without first reporting the issue.
The product is incorrect, incomplete, or missing
Contact Xbox Support for help in these cases.
Note Microsoft is not responsible for the loss of any additional products or accessories (such as a power supply, controller, or game disc) that you included with the product when you sent it in for service.
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