Refund Process

I. Non-image products

1. Log in to the Alibaba Cloud Marketplace new console/old console.

2. In the left-side navigation pane, choose Refund Management. This action redirects you to the Billing Management page.

3. On the Resource Unsubscription (new console)/Unsubscription Management (old console) page, select the Marketplace Product tab.

4. Find the product you want to unsubscribe from, and in the Actions column, click Unsubscribe.

5. Confirm the product information, the Alibaba Cloud Marketplace refund rules, and the refund amount. Click Unsubscribe Now, select a reason for unsubscription, then click OK. Click Unsubscription Records to view the unsubscription status. A status of "Pending Approval" indicates that the service provider is reviewing the request. After the provider approves the request, the status changes to Unsubscribed, completing the refund.

6. Refunds are issued to your original payment account. For orders paid through online banking, the refund may take 2 to 3 business days to arrive due to bank processing times. For more information, see Refund Destination Details.

II. Image products

1. Scope:

(1) Subscription-based image products from Alibaba Cloud Computing Co., Ltd. stores, Alibaba Cloud Marketplace Featured stores, or third-party service provider stores that support a 5-day unconditional refund.

(2) For image products marked with 5-day unconditional refund on the product page: If you request a refund within five days of a new purchase, you receive a full refund for the purchase order. If you renew the subscription within the same five-day period, you receive a full refund for both the new purchase and renewal orders.

2. Procedure:

(1) Log in to the Alibaba Cloud Marketplace new console/old console.

(2) In the left-side navigation pane, choose Refund Management. This action redirects you to the Billing Management page.

(3) Identify the ECS instance that you want to refund. If the console displays a message such as "This ECS instance is associated with a paid image and does not support self-service unsubscription. Contact customer service", and the instance meets the preceding refund conditions, go to the ECS console. Find the instance that uses the image, stop the instance, and then click Replace System Disk.

(4) Confirm the operating system replacement. Choose a suitable public image or marketplace image to replace the system disk.

(5) The platform automatically triggers a refund request for the image product order. If the product order meets the refund conditions, the refund is processed after approval.

3. Cases where refunds are not supported

(1) The image product supports a 5-day unconditional refund, but the request is made more than five days after the initial purchase.

(2) The image product does not support a 5-day unconditional refund. These products are marked with "5-day unconditional refund not supported" in the Alibaba Cloud Marketplace Service Guarantee section on the product details page.

(3) Bills generated for pay-as-you-go images.

III. Check unsubscription status

You can view your unsubscription status or cancel a pending request on the unsubscription records page.

1. Log in to the Resource Unsubscription (new console)/Unsubscription Management (old console) page. Select the Marketplace Product tab and then click Unsubscription Records.

2. In the Status column, you can view the current status:

• If a product's status is Pending Approval, you can click Cancel in the Actions column to cancel the unsubscription.

• If a product's status is Unsubscribed, click View Refund Order. Find the relevant refund record and click Details to view the refund destination and refund account.