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Help with your existing Xbox or Kinect service order

Help with your existing Xbox or Kinect service order

Need information about a service order you’ve submitted for your Xbox console or Kinect sensor? See the following topics.

Topics

Order confirmation

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.

Shipping instructions

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.

Check your service order status

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:

  • Service order in progress (the order was just created)
  • Order in progress (the order was submitted successfully)
  • Packing material received by customer
  • Product received
  • Product repaired
  • Product shipped or Fulfilment shipped
  • Product delivered
  • Order cancellation in progress
  • Order cancelled

Track a shipment

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.

Change or cancel a service order

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 cancel the order, click Cancel Order. Allow 24 hours for the cancellation to be processed. If a refund is due, we’ll post the refund to your account within 72 hours after confirming the cancellation.
  • To change the email address used or the return delivery address, you’ll have to cancel (see the previous bullet) and then resubmit the order. Click your name in the upper-right corner of the page, and then click Profile to access and modify the information.
  • If you’ve already sent in your Xbox console or Kinect sensor and find that you need to have it delivered to an address different from the one listed on your order after you’ve shipped it, contact the shipping provider.
  • If you’ve already sent in your controller, power supply, or other accessory, or have paid for an item to be sent directly to you, and you find that you need the replacement sent to a different address, contact your shipping provider.

Notes

  • If the service center has already received your defective product or shipped out a replacement, you can’t cancel the order, and we can’t issue a refund.
  • A service order and the associated shipping label (if applicable) are valid for 30 days from the day you submit the request. If your service order expires after you’ve already shipped out the product, contact Xbox Support.

Print a service receipt

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.

Issues with a product after servicing

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 service center finds no fault with the product.
  • The product has been tampered with or modified.

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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