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.
Subscription Number
columnInvoice Owner
field in the subscription pageNote: Sometimes you can also see Partners section in the end-user's SFDC account.
Important: Do not send a license file to the reseller partner.
If a reseller partner needs to have the end-user contact details updated (who should receive the license), you have the following options:
To assist a customer who requests to renew their subscription directly with GitLab instead of through their reseller, follow the working with sales workflow and ensure you mention that the customer first had a Reseller purchase. Sales Support will correct the account details in CustomersDot afterwards.
Do not activate the CustomersDot login, as that would allow the customer to make purchases on behalf of the reseller (who then gets charged).
If a customer with a reseller purchase decides to make a new purchase on a different account, their subscription would be a new purchase instead of a renewal. The license generated would therefore not include the previous subscription counts. Follow the troubleshooting license upload errors workflow to move the ticket forward.
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.