Providers and resellers can transfer customer accounts between their resellers in the classic Provider Control Panel (PCP) and Reseller Control Panel (RCP). The user selects an account and initiates the transfer wizard. In the wizard, they specify the new reseller, customer notification parameters, and whether to preserve the customer’s payment methods and the history of accepted Terms and Conditions during the transfer. The latter should be decided based on the possible legal implications of the account transfer. If the two resellers are different legal entities, sharing customers' sensitive information between them may be prohibited. In this case, you will need to transfer the customer account without its payment methods and Terms and Conditions acceptance history. During the transfer operation, a transfer order is created. After the account is transferred, its status becomes Transferred Out.
Account Transfer: Customer's AR Documents
All account related AR documents and orders stay under the old vendor. Customer's balance is zeroed by a memo with appropriate description under the old vendor and transferred as a new memo of initial balance amount under the new vendor.
When the currency is converted during the account transfer procedure, new prices are always applied. The conversion rate influences only the balance through credit and debit memos and is displayed in the wizard.
Account Transfer: Customer's Subscriptions
Customer's subscriptions are moved together with the account:
- The plan is switched to the new one (which should be delegated from the same ancestor).
- Plan-default (for the new plan) service terms get assigned to the subscription.
- The price freezing option is saved unless the currency is converted during the account transfer procedure.
- The promoted prices remain the same until next synchronization unless prices are "Frozen".
- Subscription prices remain unchanged until next synchronization, which may occur in the following cases:
- The subscription is renewed by the provider or customer.
- The subscription is switched by the provider or customer to a new plan or subscription period.
- The provider manually synchronizes the subscription from the control panel.
- Plan-default (for the new plan) notification schedule gets assigned to the subscription.
- In case contact replacement is configured (see the Adjusting Contacts Replacement Settings Per Domain Registrar section of this guide), a domain remains linked to the same user (which belongs to the original vendor), however the new vendor cannot view the user's information or change it. They can only see the ID and the name of the user.
- Transfer of a domain subscription does not change domain NS records on the registrar side. If a domain hosted in Operations is moved under a different brand, it will still be resolved using the name servers of the old brand as long as the old brand operates. When the old brand is removed, a customer will have to adjust DNS records on the registrar side.
Account Transfer: Customer's Payment Methods
Customer's payment methods can be either invalidated (if the user selected the Transfer subscriptions only option), or moved together with the account (the Transfer subscriptions, T&C acceptance history, and payments methods option). In the first case, after account transfer the payment methods will be displayed as Disabled for the vendor. As for the customer, he will have to enter credit card details again in their control panel.
If a payment method for the same payment system exists under the target vendor (even if processed through a different gateway), customer's payment methods are remapped to the corresponding payment method.
Example:
The original account owner uses Visa payment system processed through PayPal. The target vendor processes Visa through Stripe. The customer being transferred has a Visa credit card saved in the system. During the account transfer, the Transfer subscriptions, T&C acceptance history, and payments methods option is selected. During the transfer, the system re-maps customer's credit card to the payment method configured under the new vendor. So after the transfer, the customer continues to use the same Visa credit card but it gets processed through Stripe.
In the same example, if the Transfer subscriptions only option is chosen, the customer's Visa card gets disabled by the system. So the customer doesn't see its credit card in the CCP anymore and have to register it again in order to use it for payments.
Account Transfer: Customer's Terms and Conditions
Customer's terms and conditions (the list of accepted versions) can be moved together with the account (the Transfer subscriptions, Terms&Conditions acceptance history, and payments methods option). After the transfer, the items of T&C acceptance history are copied and re-linked to the corresponding plans/resources under the new vendor. I.e., terms and conditions linked to purchased products are automatically accepted in their versions actual on the date of last acceptance of original terms under the "source" vendor. Otherwise T&Cs related to the existing customer’s subscriptions will be considered not accepted.
Example: When subscribing to a plan “.com Domains” under the provider, the customer accepted associated T&C version 2.0, whereas at that time a reseller had T&C version 4.0 configured for the plan “.com Domains”, which is a delegated copy of the provider’s plan. The customer account is transferred to the reseller. During the account transfer, the Transfer subscriptions, T&C acceptance history, and payments methods option is selected. After the transfer, the customer’s subscription gets relinked to the reseller’s delegated copy of “.com Domains” plan. And T&C acceptance history displays that the customer has already accepted the T&C version 4.0.
Account Transfer: Miscellaneous
During account transfer, the account sales person is reassigned using the Default sales persons rules under the new vendor. As for sales branch, it is not transferred. Tax zone is assigned using the Tax Zone Assignment rules configured under the target vendor. Customers get the default customer class defined under the target vendor. Customer's tickets in Trouble Ticket System are not transferred unless both source and target vendors use provider's TTS (External Helpdesk Setup enabled = Off at System > Settings > Helpdesk for both vendors). After the move, customers get Full Access role and customers' users retain their privileges.