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:
The customer will have NO access to Customers Portal
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.
Click on the relevant subscription in the Subscription Number column
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.
Git is a trademark of Software Freedom Conservancy and our use of 'GitLab' is under license
