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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:
Check if a subscription was purchased through reseller by locating the Invoice Owner in the customer account on Zuora.
Note: Sometimes you can also see Partners section in the end-user's SFDC account.
Tickets from customers who purchased through resellers are often seen in the following scenarios:
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.