Suger

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

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

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

Submit a Refund or Cancellation via the AWS Refund Form

If you cannot use the self-service flow above, refunds and contract cancellations can also be handled by the AWS Customer Service team through the AWS refund/cancellation form.

As the seller (the ISV for a standard private offer, or the channel partner for a CPPO), you initiate the refund and/or contract cancellation request via the AWS refund/cancellation form. A walkthrough video covers the entire process.

Enter the following details on the form:

  • Buyer account ID — Found in the offer detail or on the Billed Revenue Dashboard. This must be the subscriber account ID.
  • Seller account ID — The seller’s AWS account ID used to create the private offer.
  • Product ID — Found in the offer detail or on the Billed Revenue Dashboard (Legacy Product ID column).
  • Billing date — Found in the offer detail or on the Billed Revenue Dashboard (Usage Begin Period column).
  • Refund amount — If a refund is not required, set this to $0.
  • Additional details — For a contract cancellation, include text such as Please cancel account X's subscription to offer-X. For a refund, specifying the buyer’s AWS invoice ID here helps Customer Support (for example, This refund targets invoice ID 123) — it is helpful but not mandatory.