Working with reseller related requests

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2. Handbook
3. Support Team Handbook
4. License & Renewals
5. License & Renewal Workflows
6. Working with reseller related requests

• Overview
  • Identifying whether a customer purchased through reseller
  • Handling the ticket

Overview

When a customer purchases through a reseller we follow a different workflow to WebDirect or Sales purchases. Note the following for a customer purchase through a reseller:

1. The customer will have NO access to Customers Portal
2. Additions or modifications to the existing subscription made through a reseller must go through the reseller, unless specifically allowed by the reseller

Identifying whether a customer purchased through reseller

Check if a subscription was purchased through reseller by locating the Invoice Owner in the customer account on Zuora.

1. Searching for the customer account in Zuora
2. Click on the relevant subscription in the Subscription Number column
3. The reseller should be listed in the Invoice Owner field in the subscription page

Note: Sometimes you can also see Partners section in the end-user's SFDC account.

Handling the ticket

Tickets from customers who purchased through resellers are often seen in the following scenarios:

• Cannot sign into to Customers Portal or Resetting password for Customers Portal is not working
• License cannot upload because there's true-up

To move the ticket forward gather any license or subscription information relevant to the ticket, and then follow the working with sales workflow and pass to Sales team.