You can request a full refund for a purchased SSL certificate when specific conditions are met. This topic describes the conditions and steps on how to request a refund in the SSL Certificates Service console.

Refund conditions

You can request a refund for a purchased SSL certificate in the SSL Certificates Service console when specific conditions are met.

Notice
  • You must submit a refund request at least 15 business days before the SSL certificate expires. Otherwise, you may fail to complete the refund process and receive the refund before the SSL certificate expires.
  • If you purchased an SSL certificate by using a voucher, you cannot refund the voucher.
  • If an unsigned SSL certificate cannot be refunded, you can continue to use the certificate.
  • You cannot refund a free DV SSL certificate no matter whether it is valid.

The following table describes specific conditions for refunds.

Whether an SSL certificate is signed Duration Whether the SSL certificate is submitted for approval Refund Refund amount Remarks
Unsigned No more than 5 calendar days after purchase Not submitted or submitted but not approved Supported Full refund Manual approval is not required. You can immediately receive the refund after you submit the refund request.
Unsigned More than 5 calendar days after purchase to 15 calendar days before expiration Not submitted or submitted but not approved Supported Full refund Manual approval is required. The approval process requires up to 15 business days, but it is usually completed within 5 business days. You can immediately receive the refund after approval. For more information about how to view the expiration time of an SSL certificate, see What to do next.
Unsigned Within 15 calendar days before expiration No matter whether the SSL certificate is approved Not supported None
  • Manual approval is required. The approval process requires up to 15 business days, but it is usually completed within 5 business days. You can immediately receive the refund after approval.
  • If you submit a refund request within 15 business days before the SSL certificate expires, the request may not be approved before the expiration, and therefore the refund fails.
Signed Revocation completed within 30 calendar days after signature Approved Supported Full refund Manual approval is required. The approval process requires up to 15 business days, but it is usually completed within 5 business days. You can immediately receive the refund after approval.
Signed (more than 30 calendar days after signature) Not expired Approved Not supported None None
Signed or unsigned Expired No matter whether the SSL certificate is approved Not supported None None
In the Signed section, you can check when an SSL certificate is signed.Signed

Refund procedure

  1. Log on to the SSL Certificates Service console.
  2. Find the target SSL certificate for the refund request and then click Refund.Refunds
    Note You can search for the target SSL certificate in the Signed and Unsigned sections. If an SSL certificate in the Signed section has been signed for more than 30 calendar days, the system does not display the Refund button for this certificate.
  3. On the Refund application page, specify Refund reason.

    The following reasons are supported.

    Reason Operation
    I failed to apply for or install the certificate, and do not know where to get help. Click Next to determine whether to seek technical support. If you require technical support, enter your DingTalk information or mobile number on the Refund application page. Alibaba Cloud technical support will contact you in a timely manner.
    Note Make sure that the DingTalk information and mobile number you enter are valid.
    The certificate application process is stuck in the Verifying or Verification Failed state. This affects my business. Click Next to determine whether to seek technical support. If you require technical support, enter your DingTalk information or mobile number on the Refund application page. Alibaba Cloud technical support will contact you in a timely manner.
    Note Make sure that the DingTalk information and mobile number you enter are valid.
    The type of the renewed certificate is inconsistent with that of the original certificate. I want to claim a refund and purchase a new certificate. Perform Step 5.
    I no longer need the certificate. Perform Step 5.
    Other Enter your feedback or suggestions.
  4. Click OK.
    After you submit the refund request, the status of the SSL certificate in the SSL Certificates Service console changes to Verifying.
    Note The approval process requires up to 15 business days, but it is usually completed within 5 business days. The refund is returned to the Alipay account, online bank account, or Alibaba Cloud account that you used to pay for the purchase order.

    After you submit a refund request, you can cancel the refund request, view the refund progress, or check the validity period of the SSL certificate. For more information, see What to do next.

What to do next

  • Cancel a refund request

    If you want to cancel a refund request, find the SSL certificate on the Overview page in the SSL Certificates Service console and click Cancel refund.

    Note You can cancel the refund request only for an SSL certificate in the Verifying state.
  • View the refund progress

    If you want to view the refund progress, filter the SSL certificates that are refunded in the SSL Certificates Service console. If the refund request is rejected, the system provides further details.

  • Check the validity period of an SSL certificate
    • Signed

      If the SSL certificate is signed, you can check Expire On in the Signed section.

      Certificate validity period
    • Unsigned

      The validity period of an SSL certificate starts from the date when the certificate was signed. If an SSL certificate is not signed, it does not expire. In this case, the SSL certificate is in a state other than Signed, such as in the Paid or Application review state.

References

Billing