AWS marketplace documentation change
Summary
Major rewrite of AWS Marketplace refunds documentation, transitioning from manual refund requests to self-service workflows for agreement cancellations and billing adjustments. Adds new sections on tracking, notifications, API usage, Channel Partner Private Offers, and legacy process deprecation.
Security assessment
The changes introduce security requirements for Know Your Customer (KYC) compliance and Multi-Factor Authentication (MFA) for billing adjustments in certain countries, but there's no evidence this addresses a specific security vulnerability. The update primarily documents new self-service workflows and policy clarifications.
Diff
diff --git a/marketplace/latest/userguide/refunds.md b/marketplace/latest/userguide/refunds.md index 87c087c7f..3555f4504 100644 --- a//marketplace/latest/userguide/refunds.md +++ b//marketplace/latest/userguide/refunds.md @@ -5 +5 @@ -Refund request types for AWS Marketplace productsAWS Marketplace product refund policy and approvalsRequesting a product refundRequesting a bulk refund +Refund request types for AWS Marketplace productsAWS Marketplace product refund policy and approvalsRequesting an agreement cancellationRequesting a billing adjustment (refund)Tracking cancellation requestsTracking billing adjustmentsNotificationsUsing the AWS Marketplace APIsChannel Partner Private Offers (CPPO)Requesting a bulk refundLegacy refund request process @@ -7 +7 @@ Refund request types for AWS Marketplace productsAWS Marketplace product refund -# Product refunds in AWS Marketplace +# Refunds and cancellations in AWS Marketplace @@ -9 +9,3 @@ Refund request types for AWS Marketplace productsAWS Marketplace product refund -###### Note +All paid products in AWS Marketplace 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, you are responsible for defining the terms of your refund policy. However, we encourage you to offer buyers a refund option for usage of the product. You must comply with your posted refund policies. @@ -11 +13 @@ Refund request types for AWS Marketplace productsAWS Marketplace product refund -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](https://docs.aws.amazon.com/marketplace/latest/userguide/registration-process.html#complete-kyc-process). +AWS Marketplace provides self-service tools for sellers to initiate agreement cancellations and billing adjustments (refunds) directly from the **Agreements** page in AWS Partner Central (formerly AWS Marketplace Management Portal) or through the AWS Marketplace APIs, without requiring AWS Customer Service involvement. Billing adjustments are processed automatically after validation and do not require buyer approval. Cancellation requests are sent to buyers for approval with a 7-day response window. @@ -13 +15 @@ If you transact through an Amazon Web Services EMEA operator, only verified user -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. +###### Note @@ -15 +17 @@ All paid products in AWS Marketplace, regardless of pricing model, must have a s -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. +In AWS Partner Central, refunds are referred to as _billing adjustments_. Both terms refer to the same process of returning funds to a buyer or reducing the outstanding balance on an invoice. @@ -23 +25,13 @@ As a seller, the details of the refund policy are up to you. However, we encoura - * Requesting a product refund + * Requesting an agreement cancellation + + * Requesting a billing adjustment (refund) + + * Tracking cancellation requests + + * Tracking billing adjustments + + * Notifications + + * Using the AWS Marketplace APIs + + * Channel Partner Private Offers (CPPO) @@ -26,0 +41,2 @@ As a seller, the details of the refund policy are up to you. However, we encoura + * Legacy refund request process + @@ -32 +48 @@ As a seller, the details of the refund policy are up to you. However, we encoura -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. +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 a support case using the [Support Center Console](https://console.aws.amazon.com/support/home?). If a buyer requests a software refund directly from AWS, we instruct them to contact the seller using the support contact information you provided for the product in question. Refunds of any AWS infrastructure charges are at the discretion of AWS and are handled separately from software refunds. @@ -34 +50 @@ Buyers can request different types of refunds for AWS Marketplace products. For -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. +For products sold by a third-party seller, buyers must refer to the product detail page to view the refund policy. Software charges for AWS Marketplace subscriptions are paid to the seller of record, and refunds must be requested from the seller directly. @@ -40 +56,41 @@ The following list describes the AWS Marketplace refund policy and whether your - * **Free trials** + * **Free trials** — If you list your software as a free trial product, AWS can issue refunds on your behalf for software charges that accrue within seven days of converting 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. 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. + + * **Subscription downgrade** — All downgrade subscription refund requests must be authorized by you before AWS can process them. + + * **Seller-initiated billing adjustments** — As the seller of record, you can initiate billing adjustments (refunds) for any agreement through the **Agreements** page in AWS Partner Central or through the Billing Adjustments API. Billing adjustments don't require buyer approval and are processed automatically after validation. Refunds are irreversible after they've been processed. + + * **Seller-initiated cancellations** — As the seller of record, you can initiate agreement cancellation requests through the **Agreements** page in AWS Partner Central or through the Cancellation API. Cancellation requests are sent to the buyer for approval. If the buyer doesn't respond within 7 days, the cancellation is automatically approved and the agreement is canceled. + + + + +All AWS-authorized refunds are processed automatically and require no action on your part. + +## Requesting an agreement cancellation + +You can initiate an agreement cancellation request from the **Agreements** page in AWS Partner Central. Cancellation requests are sent to the buyer for approval. The buyer has 7 days to approve or deny the request. If the buyer doesn't respond within 7 days, the cancellation is automatically approved and the agreement is canceled. + +###### Important + +Cancellation only cancels future invoices that have not been issued. It doesn't automatically refund existing open invoices. If you also need to refund past charges, you must submit a separate billing adjustment request. See Requesting a billing adjustment (refund). + +### Prerequisites + + * You must be the seller of record for the agreement. For Marketplace Private Offers (MPPO), this is the ISV. For Channel Partner Private Offers (CPPO), this is the channel partner (CP). + + * The agreement must be active. + + * There must not be an existing active cancellation request for the same agreement. + + * No related agreement should exist for the agreement being canceled. For instance, a usage agreement can't be canceled if it has an associated annual discount agreement. + + + @@ -42 +98 @@ The following list describes the AWS Marketplace refund policy and whether your -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. +### To request an agreement cancellation @@ -44 +100 @@ If you list your software as a free trial product, AWS can issue refunds on your - * **Private offers** + 1. Sign in to [AWS Partner Central](https://aws.amazon.com/marketplace/management) and navigate to the **Agreements** page. @@ -46 +102 @@ If you list your software as a free trial product, AWS can issue refunds on your -All refunds for private offers must be authorized by you before AWS can process them. + 2. Select the agreement you want to cancel and choose **Request cancellation**. @@ -48 +104 @@ All refunds for private offers must be authorized by you before AWS can process - * **Software metering refunds** + 3. Review the agreement information (Buyer account ID, Agreement ID, Offer ID). Choose a cancellation reason from the dropdown. In the **Additional details** field, you can optionally include a message to the buyer. @@ -50 +106 @@ All refunds for private offers must be authorized by you before AWS can process -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. + 4. Choose **Submit request**. @@ -52 +108 @@ If you use the AWS Marketplace Metering Service to meter the usage of your softw - * **Subscription cancellation within 48 hours of purchase** + 5. Upon successful submission, you'll receive a link to the buyer response form. You can optionally expedite the process by sharing the response form link with the buyer directly. You can also copy the link later from the **Cancellation requests** tracking table. @@ -54 +109,0 @@ If you use the AWS Marketplace Metering Service to meter the usage of your softw -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. @@ -56 +110,0 @@ If a buyer cancels their subscription within 48 hours of a non-private offer pur - * **Subscription upgrade** @@ -58 +111,0 @@ If a buyer cancels their subscription within 48 hours of a non-private offer pur -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. @@ -60 +113 @@ If a buyer replaces an existing non-private offer subscription with a more expen - * **Subscription downgrade** +### Withdrawing a cancellation request @@ -62 +115 @@ If a buyer replaces an existing non-private offer subscription with a more expen -All downgrade subscription refund requests must be authorized by you before AWS can process them. +You can withdraw a pending cancellation request from either the **Cancellation requests** tab or the request details page. To withdraw a pending request from the **Cancellation requests** tab, select the request you want to withdraw and choose **Withdraw request**. In the dialog box, provide a withdrawal reason. @@ -63,0 +117 @@ All downgrade subscription refund requests must be authorized by you before AWS +## Requesting a billing adjustment (refund) @@ -64,0 +119 @@ All downgrade subscription refund requests must be authorized by you before AWS +You can initiate billing adjustments (refunds) from the **Agreements** page in AWS Partner Central. Billing adjustments allow you to either refund buyers for charges on existing invoices, or reduce the outstanding balance on invoices that have not yet been paid. Billing adjustments don't require buyer approval and are processed immediately upon successful validation. @@ -65,0 +121 @@ All downgrade subscription refund requests must be authorized by you before AWS +###### Important @@ -67 +123 @@ All downgrade subscription refund requests must be authorized by you before AWS -All AWS authorized refunds are processed automatically and require no action on your part. +If the billing adjustment you want to apply is dependent on cancellation of the agreement, submit the cancellation request first and wait for approval before submitting the billing adjustment. @@ -69 +125 @@ All AWS authorized refunds are processed automatically and require no action on -## Requesting a product refund +### Prerequisites @@ -71 +127 @@ All AWS authorized refunds are processed automatically and require no action on -Use the following procedure to request a software refund for an external buyer or an internal testing account. + * You must be the seller of record for the agreement. For Marketplace Private Offers (MPPO), this is the ISV. For Channel Partner Private Offers (CPPO), this is the channel partner (CP). @@ -73 +129 @@ Use the following procedure to request a software refund for an external buyer o -###### To request a software refund + * To adjust invoices issued in countries with Know Your Customer (KYC) compliance requirements, you must first complete secondary user verification and enable multi-factor authentication (MFA). To become KYC-verified, see [Complete the Know Your Customer process](https://docs.aws.amazon.com/marketplace/latest/userguide/complete-kyc-process.html) and [Managing your secondary user for KYC](https://docs.aws.amazon.com/marketplace/latest/userguide/managing-secondary-users.html) for more information. @@ -75 +130,0 @@ Use the following procedure to request a software refund for an external buyer o - 1. Gather the following information: @@ -77 +131,0 @@ Use the following procedure to request a software refund for an external buyer o - * Buyer AWS account ID (12 digits) used to subscribe to the product. If the buyer is the payer of their organization, obtain the AWS account ID of the linked account used to subscribe. @@ -79 +132,0 @@ Use the following procedure to request a software refund for an external buyer o - * The buyer’s email address that is associated with their AWS account. @@ -81 +134 @@ Use the following procedure to request a software refund for an external buyer o - * Seller AWS account ID (12 digits). +### To apply a billing adjustment @@ -83 +136 @@ Use the following procedure to request a software refund for an external buyer o - * Product ID. You can find the Product ID in the [agreements and renewals dashboard](./agreements-renewals-dashboard.html) or [billed revenue dashboard](./billed-revenue-dashboard.html). + 1. Sign in to [AWS Partner Central](https://aws.amazon.com/marketplace/management) and navigate to the **Agreements** page. @@ -85 +138 @@ Use the following procedure to request a software refund for an external buyer o - * Offer ID. You can find the Offer ID in the [agreements and renewals dashboard](./agreements-renewals-dashboard.html) or [billed revenue dashboard](./billed-revenue-dashboard.html), **Offers** tab, or **Agreements** tab in the [AWS Marketplace Management Portal](https://aws.amazon.com/marketplace/management/homepage). + 2. Select the agreement you want to adjust and choose **Apply billing adjustment**. @@ -87 +139,0 @@ Use the following procedure to request a software refund for an external buyer o - * Billing period. @@ -89 +140,0 @@ Use the following procedure to request a software refund for an external buyer o - * Invoice number from your [billed revenue dashboard](./billed-revenue-dashboard.html). @@ -91 +141,0 @@ Use the following procedure to request a software refund for an external buyer o - * Pre-tax refund amount. @@ -93 +143 @@ Use the following procedure to request a software refund for an external buyer o - 2. Sign in to the [AWS Marketplace Management Portal](https://aws.amazon.com/marketplace/management). +The billing adjustment wizard guides you through four steps: @@ -95 +145 @@ Use the following procedure to request a software refund for an external buyer o - 3. Choose **Support**. +**Step 1: Provide details** @@ -97 +147 @@ Use the following procedure to request a software refund for an external buyer o - 4. Choose **Request Refund**. +Review the agreement information (Buyer account ID, Agreement ID, Offer ID). Choose a billing adjustment reason from the dropdown. In the **Additional details** field, you can optionally include a message to the buyer. Choose **Next**. @@ -99 +149,65 @@ Use the following procedure to request a software refund for an external buyer o - 5. Enter the subscriber's AWS account number, product ID, and billing period. +**Step 2: Select invoices** + +In the **Available invoices** table, select the invoices you want to adjust. You can filter invoices by either invoice date or billing period. Choose **Next**. + +**Step 3: Adjust billing amounts** + +You can either start from zero and manually enter custom adjustment amounts for each selected invoice, or you can start from the maximum adjustment amount per invoice and optionally modify individual amounts as needed. The value you enter must be a positive number and can't exceed the maximum adjustment amount for that invoice, and is exclusive of taxes. If the maximum adjustment amount is less than the original charge amount, this indicates that a partial adjustment was previously applied. In this case, the maximum adjustment amount represents the remaining balance. After you've made your adjustments, choose **Next**. + +**Step 4: Review and apply** + +Review the details of your billing adjustment to ensure that all the information is correct. Next, choose **Apply billing adjustment**. In the confirmation window, provide written confirmation by typing the total adjustment amount. + +###### Important + +Billing adjustments are irreversible after they have been processed. For unpaid invoices, adjustments are deducted from the total amount due. For paid invoices, adjustments are applied as either credit memos or cash refunds. + +The buyer is notified by email and Amazon EventBridge event when the billing adjustment is processed. + +## Tracking cancellation requests + +You can track all cancellation requests from the **Cancellation requests** tab on the **Agreements** page. + + 1. Sign in to [AWS Partner Central](https://aws.amazon.com/marketplace/management). + + 2. Navigate to the **Agreements** page. + + 3. Choose the **Cancellation requests** tab. + +