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.
Invoice Ownerfield in the subscription page
Note: 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.
Do not activate the CustomersDot login until the Sales-assisted purchase is processed. See Enabling CustomersDot login
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.
Once a reseller customer renews directly with GitLab, we can restore login access to their CustomersDot account. To do this:
SSPChannelis set as
Invoice Owneras an extra confirmation step.
Edittab of the CustomersDot 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.