Product refunds in AWS Marketplace - AWS Marketplace
Refund request types for AWS Marketplace productsAWS Marketplace product refund policy and approvalsRequesting a product refundRequesting a bulk refund

Product refunds in AWS Marketplace

Note

If you transact through an Amazon Web Services EMEA operator, only verified users can process refunds, amend Know Your Customer (KYC) information, and change financial information such as bank account details. Verified users are KYC verified users and secondary users who complete verification. For more information on the KYC process, refer to Complete the Know Your Customer process.

All paid products in AWS Marketplace, regardless of pricing model, must have a stated refund policy for software charges. The refund policy must include the terms of the refund, and a method of contacting the seller to request a refund.

As a seller, the details of the refund policy are up to you. However, we encourage you to offer buyers some manner of refund for usage of the product. You must comply with your posted refund policies. This topic provides information about the types of AWS Marketplace product refund requests, the related policy and approvals process, and how you can submit a refund request for a buyer.

Refund request types for AWS Marketplace products

Buyers can request different types of refunds for AWS Marketplace products. For AWS Marketplace products sold by AWS, refer to the refund policy page and then submit the contact support form using the AWS Support Center Console. If a buyer requests a software refund directly from AWS, we instruct them to contact the seller using your posted support contact information for the product in question. Refunds of any AWS infrastructure charges are up to the discretion of AWS and are handled independently of software refunds.

For products sold by a third-party, buyers must view refund policies on the product detail page. Software charges for AWS Marketplace subscriptions are paid to the seller of the product, and refunds must be requested from the seller directly. Each AWS Marketplace seller is required to include a refund policy on their AWS Marketplace page.

AWS Marketplace product refund policy and approvals

The following list describes the AWS Marketplace refund policy and whether your approval is needed:

  • Free trials

    If you list your software as a free trial product, AWS can issue refunds on your behalf for software charges accruing within seven days of a conversion from a free trial to a paid subscription. Refunds issued in connection with free trial conversions require no action on your part. By enabling a free trial on a product, you agree to this policy.

  • Private offers

    All refunds for private offers must be authorized by you before AWS can process them.

  • Software metering refunds

    If you use the AWS Marketplace Metering Service to meter the usage of your software, AWS can issue refunds on your behalf for software charges resulting from software metering errors. If these errors are common across multiple buyers, AWS reserves the right to determine an appropriate refund for each buyer and apply it directly to each buyer. Refunds issued in connection with the AWS Marketplace Metering Service must be confirmed with the seller one time, but does not require the seller to confirm each individual refund. By using the AWS Marketplace Metering Service with a product, you are agreeing to this policy.

  • Subscription cancellation within 48 hours of purchase

    If a buyer cancels their subscription within 48 hours of a non-private offer purchase, AWS issues a full refund (cancel with 100 percent refund). Refunds issued in connection with cancellation within 48 hours of purchase require no action on your part. After 48 hours, such buyer request is at your discretion. By listing your product on AWS Marketplace, you agree to this policy.

  • Subscription upgrade

    If a buyer replaces an existing non-private offer subscription with a more expensive subscription or a subscription of equal value, AWS can issue refunds on your behalf for the lower-tier subscription. This is a two-step process for the buyer: Buy a new subscription and then request cancellation of the old subscription with a refund.

  • Subscription downgrade

    All downgrade subscription refund requests must be authorized by you before AWS can process them.

All AWS authorized refunds are processed automatically and require no action on your part.

Requesting a product refund

Use the following procedure to request a software refund for an external buyer or an internal testing account.

To request a software refund

  1. Gather the following information:

  2. Sign in to the AWS Marketplace Management Portal.

  3. Choose Support.

  4. Choose Request Refund.

  5. Enter the subscriber's AWS account number, product ID, and billing period.

  6. In the Additional comments (optional) field, enter a brief description of the request, including the product ID, refund type, and invoice number (if available). For example:

    Cancel the buyer’s subscription to <product-ID> and <offer-ID> and process a full refund for invoice <invoice-number>.

  7. To submit a request for a refund, upgrade, or downgrade of an annual subscription, do the following:

    1. Verify the buyer has purchased an annual subscription using the agreements and renewals dashboard or billed revenue dashboard.

    2. In the Additional comments (optional) field, enter the subscription cancellation date and specify if the buyer is requesting a refund, upgrade, or downgrade.

  8. Submit the form. We'll be notified and will begin to process the refund and issue it to the buyer.

  9. To manage the refund request, the AWS Marketplace buyer support team will create a corresponding support case in the Support Center Console. The status of the refund will appear in the subject line of the support case. The status can be one of the following:

    • Completed – The refund was processed and no further action is required.

    • Pending – The refund will be processed once the current billing cycle ends.

    • Action Required – The request could not be processed, and we need additional information from you. You can respond directly to the support case; however, you will also need to submit a new refund request form.

    A refund will appear in the buyer’s account within 24–48 hours. However, it can take up to five business days for the funds to appear in the buyer’s financial account.

Requesting a bulk refund

The following steps explain how to create refund requests involving 20+ invoices or 20+ accounts, This process streamlines large-scale refund requests and ensures that you provide the necessary information.

To request a bulk refund

  1. Gather the following required information:

    • The seller's AWS account ID (12 digits)

    • A list of all buyer AWS account IDs (12 digits each). You can enter multiple buyers, or single buyers for multiple billing periods.

    • All product IDs

    • Offer IDs where applicable

    • All invoice IDs

    • The billing periods for each invoice

    • The AWS Marketplace Refund Ticket Reference ID

  2. Compile the required information into a CSV spreadsheet with the following columns:

    • Seller Account ID

    • Subscriber Account ID

    • Payer Account ID

    • Billing Period

    • Invoice ID

    • Targeted Amount

    • Product ID

  3. Sign in to the Support Center Console as the root user.

    Note

    You can't complete these steps unless you sign in as the root user.

  4. Create a support case to Account and billing and select AWS Marketplace.

  5. In the subject line, enter Request Bulk Refund.

  6. Under Additional Comments, enter the following:

    • Total number of accounts affected

    • Total number of invoices

    • Total refund amount

    • Business justification for the refund

    • AWS Marketplace Refund Ticket Reference ID

  7. Attach the CSV file and create the support case.

  8. The support case is routed to the next available agent for assistance.