Hello,

I’m trying to request a refund for a Redis Marketplace charge that was billed through Vercel, but I’m currently unable to get assistance from either side.

I first contacted Redis support regarding the refund. Redis informed me that because the payment/invoice was processed through Vercel, they cannot modify or refund the charge themselves. They told me that refunds for Marketplace purchases processed through Vercel must be handled by Vercel.

I then contacted Vercel support and explained the response I received from Redis. I was directed to create a Vercel Support Case.

However, when I try to create a support case under Billing > Marketplace Invoice, the form prevents me from submitting it and displays the following message:

“Support cases for Marketplace integrations cannot be submitted through this form. Contact the Marketplace Partner that owns the integration using the support contact on the integration's Marketplace page.”

This puts me in a situation where:

• Redis says the refund must be processed by Vercel because Vercel issued/processed the Marketplace invoice.

• Vercel’s support system directs me back to the Marketplace provider.

• Vercel support also confirmed that my current plan does not allow me to submit a Marketplace billing support case and recommended that I post here in the Community.

I would like to request a refund for this Redis Marketplace charge.

Could a Vercel staff member please help escalate this to the appropriate Billing/Marketplace team or advise me on a way to have the refund reviewed?

I can provide the invoice number, transaction details, screenshots, and the response from Redis support privately if needed.

Thank you.

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