Issue refunds

User-initiated refunds

After purchasing your product, users can apply for a refund if their request complies with the Alibaba Cloud Marketplace refund policy. For more information, see Apply for a refund.

When a user applies for a refund, the system creates a refund request in the Service Provider Console and notifies you by SMS or email. You can then log in to the Service Provider Console to view and process the request.

1. Log on to the ISV portal of Alibaba Cloud Marketplace.
2. In the left-side navigation pane, choose Orders > Refund Management. The user's refund request appears in the list.
   In the Status column, the request status is under review.
3. In the Actions column, click View to see the refund details, user information, and the associated order.
   • If the request does not meet your refund criteria, click Reject Refund in the upper-right corner. We recommend that you communicate the reason for the rejection to the user.
   • If the request meets the refund criteria, click Confirm Refund in the upper-right corner. In the Confirm dialog box that appears, click OK. After confirming the refund, the refunded amount is automatically transferred to the buyer's account, and the system automatically releases the associated resources.

     On the refund request list, the Status column now shows refunded.

   Note If you do not process the request within three days, the system automatically approves the refund.

Provider-initiated refunds

After reaching an agreement with a customer, you can proactively initiate a refund, bypassing policies such as the five-day unconditional refund. This is useful for handling disputes or providing compensation during project delivery.

1. Log on to the ISV portal of Alibaba Cloud Marketplace.
2. In the left-side navigation pane, choose Orders > Service Management.
3. In the service list, find the target service and click View in the Actions column.
4. On the Service Details page, in the Refund Processing section, click Process Refund and fill in the required refund information. After submitting the request, Marketplace support will review it. If the request is approved, Alibaba Cloud Marketplace issues the refund to the user.

   Parameter	Description
   Refund type	The refund can be a full refund or a partial refund. Select the applicable option.
   Refund amount	This field is required if the Refund type is set to partial refund.
   Instance release type	The instance can be set to release immediately or do not release. Select the applicable option. If you select release immediately, the service is terminated, and the user can no longer use the product. If you select do not release, the service is not terminated and continues to run until its expiration date.
   Reason for not releasing	This field is required if the Instance release type is set to do not release.
   Refund reason	Provide a detailed reason for the refund. Marketplace support will review this reason.