What are some specific examples of marketplace theft?

Marketplace theft includes, but isn’t limited to:

Purchasing content from illegitimate third-party websites

Getting, asking for, or using redemption codes illegitimately

Attempting to abuse Microsoft refund policies

Gaining refunds (“chargebacks”) through a bank or other financial institution for the purposes of circumventing Microsoft refund policies

Using a system glitch or loophole for financial gain

Successfully using a redemption code or other content and then claiming that the code or content didn’t work

Participating in behavior that unfairly financially harms Microsoft or its partners

What are some examples of trustworthy places to purchase content?

The Microsoft Store, accessible through the web, Windows, and your Xbox console, is a trusted one-stop shop for Xbox games and other digital content. Some games, especially those that sell consumable content such as loot boxes or items bought with in-game currency, may have their own trusted digital storefronts operated by the game’s developer or publisher.

What are some signs of a fraudulent seller?

Purchasing a game online and receiving an account or e-mail address and password.

Whether you’re attempting to purchase a game, downloadable content, or consumables such as loot boxes or in-game currency, a legitimate store will never supply content in the form of an account. Selling Xbox Live accounts is a violation of the Code of Conduct, and many sold accounts are stolen, “hacked” from unsuspecting players, or funded through illegitimate means. If you receive an account after purchasing a game or content, don’t use it.

Seeing a website consistently sell content well below market value.

While it’s great to take advantage of sales, if you encounter a store consistently selling games for considerably less than the rest of the market it could be a sign that the content was acquired illegitimately. For example, if a brand-new game is available from a seller for 50% less than other stores, and it doesn’t appear that the price is because of a sale, it may be a risky website to purchase from. Remember, if a deal looks too good to be true, it probably is.

I purchased something from a fraudulent seller. Is my account at risk?

The only one who benefits from buying fraudulently-obtained content is the fraudster. It harms other players by supporting the theft of accounts and personal information, and it harms content creators by undermining their hard work and denying them the revenue they need to keep making great games. Because of this, purchasing from unauthorized sellers is considered fraud and can result in enforcement action.

Purchasing from fraudulent sellers can also lead to phishing and other risks to your own online safety. You should never provide personal information to a website that you don’t know to be trustworthy.

Is it possible for redemption codes to be fraudulent?

Sometimes, fraudulent sellers will provide redemption codes for games, subscriptions, or other content. While these codes may look legitimate, the seller may have stolen them from a trustworthy retailer or purchased them using a stolen credit card for resale. Keep in mind the signs of a fraudulent seller, and always purchase content only from trustworthy retailers.

What’s a chargeback, and why isn’t it okay?

A chargeback refers to a refund processed directly through a bank or credit card company, rather than the retailer that sold the goods being refunded. If you encounter a specific issue with a game or otherwise have reason to request a refund, it should be approached through Microsoft. Chargebacks that circumvent Microsoft refund policies harm content creators and undermine the integrity of the Microsoft Store, and can be considered a form of fraud.

How can a refund be fraudulent?

We strive to provide every player with enjoyable products that they are proud to use. While there are situations that can allow for refunded content, attempts to abuse Microsoft refund policies are considered a form of fraud. This can include efforts to deceive Xbox customer support representatives by falsely claiming that content doesn’t work, falsely claiming that an account didn’t receive content that it should have, or repeatedly contacting customer support to achieve a different outcome following an unapproved refund request.

Why does Xbox care?

Developers make awesome games and other content, and we want Xbox to be the best place for you to use that content. To do that, we need to protect customers by providing them with a safe and secure place to purchase and play their favorite games, and we need to support developers by providing them with a vibrant marketplace that rewards their efforts. Fraud is a serious topic that affects everyone, and in addition to the Xbox Live Code of Conduct most developers and publishers have their own rules pointing out the dangers of buying and selling fraudulent content.