Find answers to common questions about ordering and using the Cloud Expense product.
Ordering and purchase FAQ
1. How is Cloud Expense sold?
A: This is an annual subscription service.
2. How do I purchase Cloud Expense?
A: Log on to the ScenarioFinConnector product homepage using an Alibaba Cloud account that has completed identity verification. Then, click Buy Now.
Usage FAQ
1. The Owning Company or Owning Department in my Travel Request is incorrect. How do I change it?
A: The Owning Company or Owning Department is set by your company's administrator in the management console based on company rules. To request a change, contact your administrator.
2. When I try to book a flight, hotel, train ticket, or car in Cloud Expense, I receive a message that my personal identity information is missing. What should I do?
A: Personal identity information is set by your company's administrator in the management console. If your information is missing, contact your administrator. The administrator can add it in Employee Management under Organization Information Management.
3. Where can I find the Travel Policy?
A: On the Cloud Expense home page, click Travel Policy in the Basic Services section at the bottom of the page.
4. When I book a flight, hotel, train ticket, or car, I am required to link my personal Alipay account that has completed identity verification. Is my information secure after I link the account?
A: You are required to link a personal Alipay account that has completed identity verification to confirm your relationship with the company and to secure payments. Your information is encrypted during this process in compliance with Alipay's privacy policy.
5. I booked a hotel, but when I arrived, the hotel staff informed me that no rooms were available and I was unable to check in. What should I do?
A: Find the corresponding order by navigating to My > Hotel Orders. On the Order Details page, find the supplier's customer service phone number and call the supplier to resolve the issue.
6. I requested a refund for my flight, hotel, train ticket, or car booking. When will the refund be credited to my account?
A: The refund will be issued to your original payment account within 1 to 5 days. The refund amount is subject to the refund policy of the order. You can find the specific refund policies as follows:
For flights, view the refund policy on the Flight Order Details page.
For train tickets, call 12306 to confirm the refund policy.
For hotels, view the refund policy on the Hotel Order Details page.
For car services, call the supplier to confirm the refund policy.