If you want to refund all or part of one of your customer's Google Cloud Marketplace transactions, you can create and manage the refund request for your customer.
When Cloud Marketplace issues a refund or credit for your customer, Google computes the portion of those charges that were previously paid to you, and offsets that amount against your future payments. We summarize the adjustment in the Charges and Usage report and Disbursement report for the month when we issued the customer credit. If the offset is such that, based on your recent monthly payout rate, it would take more than four months to pay back, we might request that you wire the funds back to us.
To refund a transaction for a software as a service (SaaS), Kubernetes, or other non-virtual machine (VM) product as a credit towards future Google Cloud purchases, you can submit a refund request in Producer Portal. For details, see Submit a refund request in Producer Portal, following on this page.
If the transaction that you want to refund is for a VM product, or if you don't want to refund the transaction as a credit towards Google Cloud purchases, you must use Partner Support Desk to request the refund. For details, see Submit a refund request by using Partner Support Desk, following on this page.
Before you begin
Ensure that you have the following Identity and Access Management (IAM) role:
- Commerce Business Enablement Rebates Admin
(
roles/commercebusinessenablement.rebatesAdmin) (Preview), for the Google Cloud project that you use to access Producer Portal.
Submit a refund request in Producer Portal
To create and submit a refund request in Producer Portal, complete the following steps:
In Producer Portal, click Refunds.
To create a new refund request, click Submit a request.
In the Order ID field, enter the order ID of the order for which you want to issue a refund.
Click Next. You see the order ID you entered, the order's current status, the start date and cancellation date for the order, and the specific product that the order was for.
In the Start date and End date fields, specify the start date and end date of the period of time for which you want to calculate a refund.
Click Calculate. Cloud Marketplace might take a few minutes to calculate the eligible refund amount, but the process continues if you exit the tab. If you come back and start the refund request again, the calculation uses the result of your previous request, so it should finish faster.
After Cloud Marketplace has finished calculating the refund amount, you see the customer's total spend and the amount that's eligible for adjustment.
In the Adjustment amount field, enter the amount of credit that you want to refund to your customer. This adjustment amount must be less than or equal to the amount that Cloud Marketplace calculated as eligible for adjustment.
Under Reason for adjustment, use the drop-down menu to select the reason that most closely matches your reason for requesting a refund.
Optionally, you can use the Attachment (optional) field to attach a relevant invoice or other supporting document.
Optionally, you can include additional details or context in the Additional information field.
To submit the refund request, click Submit.
After you've submitted your refund request, before Cloud Marketplace processes the request, you can cancel the refund request if you want to. For steps to cancel a refund request, see Cancel a refund request, following on this page.
Check the status of a refund request
After you've submitted your refund request, you can visit the Refunds tab of Producer Portal to view the status of the request. The following table lists statuses that you might see for your requests:
| Request status | Description |
|---|---|
| Requested | Cloud Marketplace has received your refund request. While the status is Requested, you can cancel the refund request. For more information, see Cancel a refund request, following on this page. |
| Processing | Cloud Marketplace is processing your refund request and preparing to issue the refund to your customer. |
| Processed. | Cloud Marketplace processed your refund request and issued the refund to your customer. |
| Denied | Cloud Marketplace processed your refund request and rejected it. |
| Canceled | You canceled your refund request before it was processed. |
Cancel a refund request
After you've submitted your refund request, before Cloud Marketplace processes the request, you can cancel the refund request if you want to. To cancel a refund request, complete the following steps:
In Producer Portal, click Refunds.
Click the refund request that you want to cancel.
Click Cancel.
In the dialog that appears, click to confirm that you want to cancel your refund request.
Submit a refund request by using Partner Support Desk
If you want to refund a transaction for a VM product, or if you don't want to refund the transaction as a credit towards Google Cloud purchases, use Partner Support Desk to request the refund. When you request the refund, provide the following information:
One of the following ID numbers, to identify the customer:
The offer ID.
The entitlement ID.
The procurement account ID.
The Cloud Billing account ID.
The dates for which you want to refund the customer.
The expected refund amount, if you know it.
Whether the customer requires a refund or if a credit that can be used for other Google Cloud charges is acceptable.
After you've requested the refund, Google verifies what we actually charged your customer for those dates and tells you the credit amount through your Partner Success Desk ticket.