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Refunds and Cancellations

AWS Marketplace now offers sellers a streamlined self-service process for refunds and agreement cancellations, reducing the time and effort required to process these requests. This new capability eliminates the need to file support tickets, and gives sellers full visibility into the latest status of each request.

Overview​

With this launch, sellers can:

  • Request refunds or cancellations directly from the Entitlements page in the Suger portal
  • Pre-populated requests — Refund and cancellation requests are automatically pre-populated with agreement and invoice data
  • Track every request from submission through completion
Availability

Seller self-service refunds and agreement cancellations are available in all commercial AWS Regions where AWS Marketplace is supported.

Seller Self-Service Refunds​

Sellers can now process refunds directly without contacting AWS support.

How It Works​

  1. Submit refund request — Sellers request refunds from the Entitlements page in the Suger portal

  2. Automatic processing — Billing adjustments are processed automatically

  3. Flexible options — Sellers can:

    • Refund charges on paid invoices
    • Reduce outstanding balances on unpaid invoices

    Refund request in Suger portal

Irreversible

Refunds are irreversible once processed by AWS. Double-check the amount and invoice before submitting.

Agreement Cancellations​

Sellers can now submit cancellation requests directly.

How It Works​

  1. Submit cancellation request — Seller submits a cancellation request from the Entitlements page

  2. Buyer notification — The buyer receives a notification and has seven (7) days to respond

  3. Auto-proceed — If there is no response within 7 days, the cancellation proceeds automatically

    Cancellation request in Suger portal