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Refund and cancel active Google Cloud orders

Buyers can self-request to cancel and a refund of a Google Cloud purchase within the buyer's remorse window.

Leslie avatar
Written by Leslie
Updated over 2 months ago

Sellers can submit a cancellation request for a subscription from the Service Desk Portal, and no explicit customer approval is required in this initial request.

Important

All billing related support cases should be submitted by a Billing Administrator.

If a case is submitted by a non-Billing Administrator, the Billing Admins will receive an email from Google Cloud Support ([email protected]) stating “Action Required: Authorize a User for Support on Your Billing Account [Billing Account Name]“, to reply granting consent for continuation of support.

Non-Billing Admins that submit billing cases will experience delays getting those cases resolved while the Google Cloud Support team seeks the necessary approvals from your Billing Admin(s).

Prepare for the cancelation

To efficiently process the cancellation and/or refund request, you will need to provide the following information using the below template:

Cancellation request template

  • Order/entitlement id can be found on the Tackle order notification.

  • Provider id:

  • Customer account id (form “E-...“) or billing account id (form “123456-123456-123456”) can be found on the Tackle order notification.

  • Has the seller explicitly approved this request? The answer must be yes, and you must attach evidence to this request, such as affirming your consent to the request.

  • If this order is being canceled to replace it with a new one: Does the partner/ISV understand that they will receive a PubSub cancellation notification for the Order, and have they confirmed this will not adversely delete the customer's data? This is not applicable if the buyer and you are terminating your relationship.

  • Is a refund required after cancellation?

  • Cancellation reason:

  • Is a refund required after cancellation? [If yes, please provide the following information]

    • Solution name:

    • Refund start date:

    • Refund end date (Optional. All charges after the start date are refunded if unspecified):

    • Refund amount (Optional. All charges after the start date are refunded if unspecified)

Submit the request

  1. Submit a cancellation or refund request using the template above to Service Desk Portal🔗. This triggers an email notification to the buyer's Billing Account Administrator indicating that the order is ready for cancellation.

  2. The buyer can follow the instructions🔗 in the email to cancel the order themselves in the Your Orders section of the Marketplace page on the Google Cloud Platform Console.

  3. The buyer will have a 30 day window to cancel the order. A reminder is sent 7 days before the expiry of the cancellation request, if no actions are taken by the buyer.

  4. Once the order is canceled, the buyer will receive a confirmation email confirming the cancellation.

  5. If the buyer fails to approve the cancellation after 30 days, the cancellation request will expire. The process would have to be re-initiated if the cancellation is still needed.

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