Contracts, invoices, and renewals FAQ-Marketplace(Marketplace)-阿里云帮助中心

Contracts, invoices, and renewals

1. How to cancel or replace an incorrect invoice?

If the invoice status is Invoicing: Please contact the service provider. If the invoice has not been issued, the service provider can cancel it. You can then submit a new request with the correct information.
If the invoice status is Invoiced: First, contact the service provider. The service provider can process an offline return and issue a credit memo. To return the invoice in the Invoice Console, submit a ticket to Cloud Marketplace. In the ticket, provide screenshots of your communication with the service provider confirming the offline return is complete.

2. Outstanding invoice for a refunded order

Submit a ticket to Cloud Marketplace. In the ticket, include screenshots of your communication with the service provider confirming the offline return or cancellation is complete.

3. Error downloading an electronic invoice

Log in to the Cloud Marketplace Console, click Invoice Management-Invoice Download and Return in the left-side navigation pane, and in the Merchant Remarks/Rejection Reason column, click Details to view the service provider's notes. If you have any questions, contact the service provider.

4. "Closed" invoice request status

Log in to the Cloud Marketplace Console, click Invoice Management-Invoice Download and Return in the left-side navigation pane, find the relevant invoice record, and in the Merchant Remarks/Rejection Reason column, click Details to view the service provider's notes. If you have any questions, contact the service provider.

5. Change the name on an electronic contract

The name on a Cloud Marketplace electronic contract comes from your account's real-name verification information. To change the name on the contract, go to the Account Center to update your information before submitting the contract.

6. Electronic contracts for unpaid orders

After you submit an unpaid order, log in to the Cloud Marketplace Console, navigate to My Orders > Unpaid Orders, and click Intent Contract Preview to view a draft. This preview is for informational purposes only and allows you to review the order details and contract framework before the transaction. The official contract is generated after the transaction is complete.

7. Validity of direct renewals with service providers

The validity period of a Cloud Marketplace order is extended only for renewals that are submitted through the Alibaba Cloud Cloud Marketplace Console or for payments that are completed online, such as successful auto-renewals. If you pay a service provider directly through an offline transaction, Cloud Marketplace cannot recognize the renewal. As a result, the system will not extend the validity period of your order, and the transaction is not covered by the Cloud Marketplace secured transaction service. For the security of your business, do not make offline transactions.