This topic describes how to request a refund after you purchase the services of Certificate Management Service.
If you purchased the services during promotional events, you must follow the refund policies that are specified for the promotional events.
You can request a refund only for the amount that you paid to purchase or renew SSL certificates or place service orders. You cannot request a refund for the amount that is offset by vouchers or coupons.
If a refund fails to be returned to the original payment account, the refund is returned to your Alibaba Cloud account.
Refund policies for services that are not used within seven days
If you do not perform any operations within seven calendar days after you complete the payment, you can perform the following steps to request a full refund:
Log on to the Certificate Management Service console.
In the left-side navigation pane, click Manage Orders.
On the Manage Orders page, find the required service order and click Refund in the Actions column.
In the Refund Application panel, click Refund.
After the refund is returned, the status of the order changes to Refund successfully.
Refund policies for private certificates
Log on to the Certificate Management Service console.
In the left-side navigation pane, click Private Certificates.
On the Manage Orders tab, find the required order and click Refund in the Actions column.
In the Refund Application panel, click OK.
After the refund is returned, the Status of the root CA or intermediate CA changes to Refunded.
Refund policies for services that are used within seven days
This section describes how to request a refund for related services that are used within seven calendar days after you complete the payment. The related services are SSL certificates, the private certificate authority (PCA) feature, and the HTTPS acceleration gateway feature. If you use other services, you cannot request a refund.
SSL certificates
If you used the certificate quota in an order to apply for a certificate, the Certificate Management Service console prompts you that you cannot request a refund for the order. You must cancel the certificate application that you submit or revoke the issued certificate before you can request a refund for the order.
Request a refund for an order in which a one-year certificate is purchased or renewed
Log on to the Certificate Management Service console.
In the left-side navigation pane, click SSL Certificates.
On the Manage Certificates tab, perform the required operations based on the certificate state.
Certificate state
Required operation
Pending Application
Find the required certificate and click Cancel Apply in the Actions column.
In the Note message, click OK.
After you perform the operations, the certificate is removed from the certificate list, and the certificate quota consumed by the certificate is restored.
Validating Application
Find the required certificate and click Withdraw in the Actions column.
In the Note message, click OK.
After you withdraw the certificate application, the status of the certificate changes to Pending Application.
Click Cancel Apply in the Actions column of the certificate.
In the Note message, click OK.
After you perform the operations, the certificate is removed from the certificate list, and the certificate quota consumed by the certificate is restored.
Validation Failed
Find the required certificate and click Modify in the Actions column.
In the Apply for Certificate panel, click Submit.
If you receive a prompt such as "The selected contact does not contain the required ID number information.", modify the information based on the prompt and click Submit.
After you submit the certificate application, the status of the certificate changes to Validating Application.
Click Withdraw in the Actions column of the certificate.
In the Note message, click OK.
After you withdraw the certificate application, the status of the certificate changes to Pending Application.
Click Cancel Apply in the Actions column of the certificate.
In the Note message, click OK.
After you perform the operations, the certificate is removed from the certificate list, and the certificate quota consumed by the certificate is restored.
Issued
Find the required certificate and click
> Revoke in the Actions column. In the Revoke Certificate panel, confirm the revocation request information and click OK.
WarningA revoked certificate cannot be restored. If its refund period has elapsed, you cannot request a refund. To ensure that your service can run as expected, we recommend that you proceed with caution.
In the Note message, click OK.
After you revoke the certificate, the status of the certificate changes to Validating Revocation. Wait until the revocation request is approved, which requires up to five business days. If the status of the certificate changes to Revoked, the certificate is revoked. Then, you can perform the next step.
ImportantIf you click Renew in the Actions column to renew a certificate in advance, you cannot request a refund for the renewal order that is generated in the Certificate Management Service console. You must contact Alibaba Cloud technical support. For more information, contact your account manager.
In the left-side navigation pane, click Manage Orders.
Find the required order and click Refund in the Actions column.
In the Refund Application panel, click Refund.
After the refund is returned, the status of the order changes to Refund successfully.
Request a refund for an order in which a multi-year certificate is purchased or renewed
If you placed an order to purchase or renew a multi-year certificate and you used the certificate quota in the order, perform the following steps to request a refund:
Log on to the Certificate Management Service console.
In the left-side navigation pane, click SSL Certificates.
On the Manage Certificates tab, find the required certificate and perform the following operations to remove the certificate from the certificate list:
If the first certificate is in the Pending Application, Validating Application, or Validation Failed state, perform the required operations to remove the certificate from the certificate list. The following table describes the operations. After the first certificate is removed, the second and third certificates are automatically removed.
Certificate state
Required operation
Pending Application
Find the required certificate and click Cancel Apply in the Actions column.
In the Note message, click OK.
After you perform the operations, the certificate is removed from the certificate list, and the certificate quota consumed by the certificate is restored.
Validating Application
Find the required certificate and click Withdraw in the Actions column.
In the Note message, click OK.
After you withdraw the certificate application, the status of the certificate changes to Pending Application.
Click Cancel Apply in the Actions column of the certificate.
In the Note message, click OK.
After you perform the operations, the certificate is removed from the certificate list, and the certificate quota consumed by the certificate is restored.
Validation Failed
Find the required certificate and click Modify in the Actions column.
In the Apply for Certificate panel, click Submit.
If you receive a prompt such as "The selected contact does not contain the required ID number information.", modify the information based on the prompt and click Submit.
After you submit the certificate application, the status of the certificate changes to Validating Application.
Click Withdraw in the Actions column of the certificate.
In the Note message, click OK.
After you withdraw the certificate application, the status of the certificate changes to Pending Application.
Click Cancel Apply in the Actions column of the certificate.
In the Note message, click OK.
After you perform the operations, the certificate is removed from the certificate list, and the certificate quota consumed by the certificate is restored.
If the first certificate is in the Issued state, perform the following operations:
Find the second and third certificates that are in the Not Activated state, and click Cancel in the Actions column.
In the Note message, click OK.
Then, the certificates that are in the Not Activated state are removed from the certificate list.
Find the first certificate and revoke the certificate.
Find the required certificate and click
> Revoke in the Actions column. In the Revoke Certificate panel, confirm the revocation request information and click OK.
WarningA revoked certificate cannot be restored. If its refund period has elapsed, you cannot request a refund. To ensure that your service can run as expected, we recommend that you proceed with caution.
In the Note message, click OK.
After you revoke the certificate, the status of the certificate changes to Validating Revocation. Wait until the revocation request is approved, which requires up to five business days. If the status of the certificate changes to Revoked, the certificate is revoked. Then, you can perform the next step.
In the left-side navigation pane, click Manage Orders.
Find the required order and click Refund in the Actions column.
In the Refund Application panel, click Refund.
After the refund is returned, the status of the order changes to Refund successfully.
Private certificates
If an enabled private root CA or private intermediate CA is reset within seven calendar days after you place an order, you can request a refund for the order.
Log on to the Certificate Management Service console.
In the left-side navigation pane, click Private Certificates.
On the Private CAs tab, find the private CA that you want to reset, and click Reset in the Actions column.
In the dialog box that appears, confirm the reset information, select Confirm that the reset operation deletes all data., and then click OK.
On the Manage Orders tab of the Private Certificates page, find the required order and click Refund in the Actions column.
In the Refund Application panel, click OK.
After the refund is returned, the Status of the root CA or intermediate CA changes to Refunded.
HTTPS acceleration gateway
If you add a domain name to an HTTPS acceleration gateway instance and the purchased gateway resource calculation quantity (GRCQ) quota is not consumed, you can reset the instance within seven calendar days after you place the order. Then, the refund is returned. The GRCQ quota contains the number of website visits and volume of outbound traffic.
Log on to the Certificate Management Service console.
In the left-side navigation pane, click HTTPS Acceleration Gateway.
On the Domain Name Management tab, find the required HTTPS acceleration gateway instance and click Reset in the Actions column.
In the left-side navigation pane, click Manage Orders.
On the Manage Orders page, find the required order and click Refund in the Actions column.
In the Refund Application panel, click Refund.