You can cancel an active subscription (an offer that’s already been accepted) or provide a refund to your buyer for other reasons including:
Buyer accidentally subscribed to the wrong private offer or at public offer pricing
You need to amend an existing agreement in the AWS Marketplace, but your buyer is not on invoicing terms
Buyer accidentally auto-renewed their subscription
A private offer was created with incorrect terms and accepted by the buyer
AWS Marketplace now provides a self-service process for submitting refund and cancellation requests.
Important
AWS no longer accepts cancellation or refund requests submitted through the AWS Marketplace Support Center console, and Tackle no longer routes these requests through the AWS Management Console Agreements page. Submit cancellations and billing corrections directly from the Contracts page in Tackle.
Cancel a contract
Use this when you need to cancel an active subscription (for example, accidental auto-renewal, or a private offer accepted with incorrect terms).
To cancel an active AWS Marketplace contract:
Go to Contracts and open the contract you want to cancel.
Select Cancel contract.
Enter a reason for the cancellation.
Select Submit cancellation request.
After you submit, your buyer is notified and has 7 days to accept or reject the request. If they don't respond within 7 days, the request is automatically accepted.
To withdraw a pending cancellation request before the buyer responds:
Open the contract with the pending cancellation request.
Select Withdraw request.
Confirm the withdrawal.
The contract's status reflects where the cancellation request stands: Pending, Accepted, Rejected, or Auto-accepted.
Submit a billing adjustment
Use this to correct a prior invoice (for example, a pricing error or overage) rather than cancel the contract outright.
Note: Billing adjustments are issued as AWS credits, not cash refunds. Processing can take up to 72 hours after AWS receives the request.
To submit a billing adjustment:
Go to Contracts and open the contract that needs an adjustment.
Open the Invoices tab.
Select the invoice you want to adjust, then select Adjust invoice.
Enter the adjustment amount and reason. The adjustment amount cannot exceed the balance of the invoice.
Select Submit.
After you submit, the request shows as PENDING on the invoice until AWS finishes processing, then updates to a terminal state such as Approved or Rejected.
For cases not covered by the Contracts page workflows above — for example, a full cash refund rather than an AWS credit — see Refunds in AWS Marketplace for AWS's eligibility requirements and self-service process.