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
You can cancel and process refunds through the AWS Marketplace. Cancel any accepted (active) order by completing the Refund Request Form in the AWS Marketplace Management Portal.
Note
A cancellation may or may not be accompanied by a refund request.
Prepare for the cancelation request
You'll need the following information to process a cancellation or refund:
Note: If you don't have access to the info already, follow the steps below.
AWS Account Number is located in the Tackle Data Feeds Customer Subscriber Report🔗
Product ID (Product Code) is located in the Tackle Data Feeds Customer Subscriber Report🔗 or in the Order Notification
Billing Period(s) for Refund is located in the Tackle Data Feeds Daily Fees Report🔗
If you cannot locate the subscription using the above, refer to the Agreements tab🔗 in the AWS Marketplace Management Portal.
Important
Once a request for a cancellation and/or refund has been submitted to AWS Marketplace, it cannot be rescinded
Refund and cancel orders
Confirm that a cancellation is necessary. If there is no agreement found, then the customer may not be subscribed and may not need a cancellation or refund. Contact Tackle Support🔗 if you are unsure of what to do next.
Go to the AWS Marketplace Management Portal > Refund Request Form🔗.
Note: You can submit refunds for $0 if you only require the cancellation to be processed.Complete the form with the collected Identifiers.
For Additional Comments, include these items:
If canceling the agreement, select Please cancel this agreement on this <Date>.
Reason for the cancellation or refund. For example:
The Public Order customer is unable to be identified in order to fulfill the order.
The customer is being refunded for a Public Order and moving to a Private Offer.
Customer needs to accept a new Private Offer to upgrade/downgrade/change terms of the agreement.
Submit the form and record the Refund Request Ticket ID.
An outbound case will be created in the AWS Support Center Console with the refund status. The refund status will state one of the following:
Completed: The refund was processed and no further action is required.
Pending: The refund will be processed once the current billing cycle ends.
Action Required: The request could not be processed and additional information is needed. A response can be sent directly to the support case. A new refund request form will need to be submitted.
Once a refund is successfully processed, it will be reflected on the customer’s AWS billing account within 24-48 hours. However, it can take up to 5 business days for the funds to appear in the customer’s bank account.
Note
Tackle does not typically have access to the AWS Support Center Console, so you will have to monitor the status of the request.