Refund policies of Certificate Management Service - Certificate Management Service

This topic describes how to request a refund after you purchase the services of Certificate Management Service.

Important

SSL certificates are certificate authority (CA)-issued services. You can request refunds for certificates that are purchased within seven days.
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.
A refund that fails to be returned to the original payment account will be returned to your Alibaba Cloud account.

Refund policies for services purchased within seven days - Unused services

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, choose Comprehensive Management > Order Refund Management.
On the Order Refund Management 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, choose Certificate Management > PCA Certificate Management. On the PCA Certificate Management page, select the region where your PCA resides.
On the Order Refund Management page, find the required service order and click Refund in the Actions column.
In the Refund Application panel, click OK.
After the refund is returned, the value in the Status column of the root CA or intermediate CA changes to Refunded.

Refund policies for services purchased within seven days - Used services

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 applied for a multi-domain wildcard certificate or a hybrid certificate by combining multiple certificates, you cannot request a refund for the certificate.

If you used the certificate quota in an order to apply for a certificate, you must cancel the certificate application that you submitted or revoke the issued certificate before you can request a refund for the order. Otherwise, the system prompts that you cannot 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, choose Manage Certificates > SSL Certificate Management.

On the Official Certificate tab, perform the required operations based on the certificate status.

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 operation, 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 operation, 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 an error message such as "The selected contact does not contain the required ID number information", modify the application information based on the error message 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 operation, the certificate is removed from the certificate list, and the certificate quota consumed by the certificate is restored.
Issued	Find the required certificate and choose > Revoke in the Actions column. In the Revoke Certificate panel, confirm the revocation request information and click OK. Warning A revoked certificate cannot be restored. If its refund period has elapsed, you cannot request a refund. To ensure that your business can run as expected, we recommend that do not revoke a certificate unless required. 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. Important If 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, choose Comprehensive Management > Order Refund Management.
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 consumed 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, choose Manage Certificates > SSL Certificate Management.

On the Official Certificate 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 operation, 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 operation, 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 an error message such as "The selected contact does not contain the required ID number information", modify the application information based on the error message 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 operation, 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:
1. Find the second and third certificates that are in the Not Activated state, and click Cancel in the Actions column.
2. In the Note message, click OK.
  Then, the certificates that are in the Not Activated state are removed from the certificate list.
3. Find the first certificate and revoke the certificate.
  1. Find the required certificate and choose > Revoke in the Actions column.
  2. In the Revoke Certificate panel, confirm the revocation request information and click OK.
    Warning
    A revoked certificate cannot be restored. If its refund period has elapsed, you cannot request a refund. To ensure that your business can run as expected, we recommend that do not revoke a certificate unless required.
  3. 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, choose Comprehensive Management > Order Refund Management.
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.

PCA

If an enabled private root CA or private intermediate CA is reset within seven calendar days after you place the order, you can request a refund for the order.

Log on to the Certificate Management Service console.
In the left-side navigation pane, choose Certificate Management > PCA Certificate Management. On the PCA Certificate Management page, select the region where your PCA resides.
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 Order Refund Management 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 value in the Status column 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 the volume of outbound traffic.

Log on to the Certificate Management Service console.
In the left-side navigation pane, choose Certificate and Domain Application Services > 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, choose Comprehensive Management > Order Refund Management.
On the Order Refund Management page, find the required order and click Refund in the Actions column.
In the Refund Application panel, click Refund.