Customer account management
Learn all about customer account administration, including managing customer details in VIP Marketplace, migrating customers from VIP to VIP Marketplace, ordering and returns, renewals, and using Adobe price lists.
With VIP Marketplace, resellers place an order through their direct partner’s marketplace platform. Contact your direct partner for specifics on pricing and ordering processes, including returns.
Note: Unlike VIP, resellers are not copied on the order confirmation email — Adobe does not communicate with the resellers directly. The reseller can check the order status within the direct partner’s platform when the order is completed.
An order can include more than one product. Each product is specified as a line item. If an order includes more than one product, you may return the entirety of a line item within the return period. Adobe currently doesn’t support partial line-item cancelations. If partial quantity of a line item needs to be cancelled, the reseller must cancel the entire line item and place another order with the corrected product quantity.
An order can be returned within 14 days from the date of the order. You cannot cancel orders or licenses after 14 days from the date of order or if any consumables have been used. The subscriptions requested via that order will remain active for the current term.
When a reseller requests an order cancellation via the direct partner’s marketplace platform, the platform will trigger an API call ,which returns the RMA order number provided by Adobe.
Add-on orders
Add-on orders can be placed at any time during a VIP Marketplace member’s subscription period. When add-on orders are placed, the subscription cost is prorated to the member’s next anniversary date.
Daily proration of orders
Orders that were placed after the anniversary date will be prorated daily to the next anniversary date. See Daily Proration in this guide for more information.
Auto-renewal
By default, all subscriptions within an order will have the auto-renewal turned on unless the subscription was already marked to not auto-renew by the partner. If a customer does not want auto-renewal, this feature can be disabled within the partner’s platform. Note: Adobe Stock credit packs do not auto-renew and do not co-term at the anniversary date.
Important: VIP Marketplace orders are placed and managed through a direct partner’s marketplace platform. Due to more streamlined and automated processes, VIP Marketplace allows you to manage your customers’ Adobe licenses along with the rest of their portfolio of other software vendors’ licenses. After you migrate your customers to VIP Marketplace, their VIP Marketplace agreement and order details will be available in the direct partner’s marketplace platform, so the Reseller Console and LWS are no longer necessary. (Note that the actual user experience is dependent on each direct partner’s marketplace platform design.)
Licenses added in the Admin Console
VIP Marketplace members may add licenses for immediate use in the Admin Console. When this occurs, the reseller must place an order within 7 days. When a member adds licenses through the Adobe Admin Console, the direct partner will receive an email notification that there is a new pending order that must be processed. Failure to place an order within 7 days will result in the licenses being deactivated. As a fraud-prevention measure, if licenses are added by the member in successive requests without any orders being placed, the Admin Console will block the ability to continue adding licenses within the Admin Console. Licenses added in the Admin Console are similar to a purchase authorization in VIP only in that they allow the member immediate access before an order is placed.
How customer orders are billed
Orders are billed to the direct partner based on the VIP Marketplace member’s anniversary date. Products are billed based on the date they were ordered and are prorated daily to the next anniversary date.
Invoicing
Adobe invoices at a direct partner level at the beginning of every month for the transactions that occurred the previous month. Direct partners must provide their billing contacts during their initial setup for invoice notification and delivery.
- The billing contacts are notified via email as soon as an invoice is generated. The email will include a copy of the invoice.
- The billing contacts can also access a reconciliation file corresponding to an invoice via the Adobe Customer Info Site (ACIS) portal.
- The ACIS portal will allow billing contacts to view and download invoice and reconciliation files.
When returns occur, a direct partner will receive a credit memo as part of the monthly summary invoice identified as credit.
Download examples of a summary invoice and a reconciliation file and the ACIS user guide.