FAQs

 

VIP Marketplace FAQs for Resellers

  1. Is a reseller account required for me to create a VIP MP customer account?ClosedYes, a reseller account needs to be created before creating a customer account.

  2. Can the same reseller be part of more than one marketplace?ClosedYes, resellers can be part of more than one marketplace and they need to create separate accounts in each of them.

  3. Can resellers place orders for themselves using the customer account's details (name, email...)?ClosedYes, a reseller can create a customer account with the same details as the customer account.

  4. Can a reseller contact Adobe for support-related questions?ClosedNo, unlike VIP, in VIP Marketplace, resellers are part of the partner marketplace and are managed by the partner.

  5. Can the resellers continue to use the VIP reseller console for VIP Marketplace?ClosedNo, VIP Marketplace customers will not show up in the VIP Reseller Console, and VIP Marketplace resellers cannot log in to the VIP Reseller Console.

  6. What kind of communication does Adobe have with a reseller?Closed Adobe will not communicate directly with resellers. Resellers just need to accept Adobe Terms and Conditions through the marketplace.

  7. Can I increase and decrease the number of licenses of different SKUs in the same transaction?ClosedUpsizing and downsizing in the same transaction is not allowed and the order will fail.

  8. If you cannot find a customer in the Adobe Admin console, please follow these steps:

    1. Make sure that you are logged in to the end-customer Admin Console, and not the Reseller Admin Console, since VIP Marketplace subscriptions are not displayed there. You can manage all of your customers with the same login using the end-customer console.

    2. Copy the hyperlink of the Get Started banner in the email you received from Adobe. The email is sent to the Admin contact that you specified when you placed the order. Open this URL in an incognito browser tab.

    3. Log in to the console using the email address you specified when placing the order. Use MFA to log in.

    4. Click Join team and then select the Business Profile, not the Personal Profile.

    5. Click the Search option on the top right corner of the page to see all the customers associated with the login credentials.

VIP Marketplace FAQs for Customers

  1. Can a reseller add more than one admin to a customer account?ClosedYes, the “Create Customer” API accepts more than one admin.

  2. Can a customer administrator’s welcome email be triggered via APIs?ClosedYes, a change in the customer admin email address will cause the welcome email to be resent. Please follow these steps using the “Update customer account” API:
    • Change the current customer admin name to a temporary name.
    • Update the temporary name to the customer admin name. Note: We intend to simplify this process in the future with an API call.

  3. What is the external id within the customer account?Closed This is a pass-thru field from Adobe’s perspective. It is intended for partners to have their unique customer identifier. Adobe will not update or remove this id and it is not a required field. Adobe includes this id in the “Get Account” API call as well as in the reconciliation file.

  4. When is the customer’s anniversary date set?Closed The customer anniversary date is set when the first order for that customer is placed.

  5. What are the scenarios in which a customer creation may fail?Closed This may happen when the same customer (combination of organization name and admin) already exists in VIP Marketplace or in VIP. Another reason may be that one of the customer attributes sent during the customer creation failed the validation check.

  6. Can I delete a customer permanently? ClosedThis is currently not supported via API. Partner marketplaces are expected to contact Adobe VIP Marketplace support team for assistance.

  7. What is customer account-based renewal? ClosedCustomer orders are billed based on their anniversary dates and all the orders of a customer have the same term. Products are billed based on the date they were ordered and are pro-rated daily to the next customer anniversary date.

Order FAQs

  1. Can an order be created with more than one product?Closed Yes, an order can include more than one product, which will be included as line items.

  2. What is the external ID in the request body for the order?ClosedThis is a pass-thru field from Adobe’s perspective. This is intended for partners to have their unique order identifier as part of the order. Adobe will not update or remove this ID and this is not a “required” field. Adobe includes this id in the reconciliation file that comes along with the invoice.

  3. Can an order be returned? ClosedYes. An order can be returned within 14 days from the date of the order.

  4. If an order includes more than one product, can we return one product within the return period? Closed Yes, during the 14-day return period, you will be allowed to complete either a full order return or just return one of the line items that the order consists of. For example, let us say that the licenses in a subscription (10) were purchased through two different orders with 3 and 7 licenses each and the order with 3 licenses contains two line items (2 licenses of Adobe Acrobat Pro and 1 license of Adobe Creative Cloud). If you want to return the order with 3 licenses, for example, you could either return the full order (3 licenses) or just return one of the line items in the order, for example, 1 license of Adobe Creative Cloud.

  5. What happens if a partner attempts to return an order after the 14-days period?Closed Nothing will happen. You cannot cancel orders/licenses after 14 days from the date of order. The subscriptions requested via that order will remain active for the current term.

  6. How is the pro-ration of orders done?ClosedOrders that were placed after the customer anniversary date will be pro-rated daily to the next anniversary date.

  7. Do we need to turn on auto-renewal for the orders?ClosedBy default, all the subscriptions within an order will have the auto-renewal turned on unless the subscription was already marked to not auto-renew by the transacting partner.

Subscription FAQs

  1. What is a subscription?ClosedAdobe creates a subscription for every unique product/offer used by a customer. Seats and auto-renewal settings are managed at a subscription level.

  2. What happens when a customer orders additional seats/licenses for an already existing product?Closed Seats will be added to an existing subscription. The renewal date will be aligned with the customer anniversary date and the seats/licenses will be prorated daily to that date.

Renewal FAQs

  1. Who controls auto-renewal?ClosedThe partners control the auto-renewal for customer subscriptions. By default, all marketplace orders have auto-renewal turned on, unless the subscription was already marked by the partner to not auto-renew.

  2. When can the partner modify the auto-renewal settings?ClosedA partner can modify the auto-renewal settings at any time by using the subscriptions APIs.

  3. Are the partner marketplaces expected to place an auto-renewal order? ClosedNo, Adobe initiates the auto-renewal order on behalf of the partner on the customer’s anniversary date. Adobe creates a customer account level internal renewal order based on the renewal settings specified by the partner. The partner is not expected to place an order for it.

  4. Can the partner marketplaces view the auto-renewal order? ClosedYes, the order history API can be used to view the auto-renewal orders created by Adobe.

  5. What is expected from the partner in relation with the auto-renewal settings? ClosedPartners and the marketplaces are expected to communicate with the customers about their subscriptions’ renewal settings and to set the auto-renewal settings based on the customers' preferences.

  6. Will an order be placed when using the Subscription APIs to change the number of seats? ClosedThe subscription APIs are used to specify the number of seats to be renewed on the next renewal date. You can change the number of seats as many times as you like, but it will only take effect in the next renewal.

  7. When a customer opts out of auto-renewal, and the current date is within 30 days before the anniversary date, is it necessary to manually place an order using "new" SKUs? ClosedIf the auto-renewal is disabled, the renewal order will need to be placed by the partner. In Marketplace, Adobe uses only “new” SKUs for both new accounts and renewals. The order needs to be submitted within 7 days of the anniversary date to be processed as a renewal order.

  8. When a new order is processed on Marketplace, will the reseller or distributor receive an email from Adobe to confirm that a new order has been processed?ClosedThe distributor/direct partner can use the API to check the status of the order at any time. Adobe will not send the order confirmation email to them. Only customers will receive the confirmation email.

Marketplace FAQs

  1. How many marketplaces can a distributor or direct partner have?ClosedA distributor or direct partner may have more than one marketplace. It is common for partners to have different instances of marketplaces across different regions.

  2. How many API Keys are provided to a Marketplace?ClosedAdobe provides one API key per marketplace.

Pricing FAQs

  1. How do partners get Adobe pricing lists? ClosedAdobe shares monthly pricing lists with the partner to whom Adobe sends monthly invoices.

  2. Are the pricing lists specific to the marketplaces?ClosedYes, the pricing lists may vary depending on the region and the currency supported by the marketplace.

  3. Is there an API to get the offers' price list?ClosedNo, the price lists must be obtained manually by following a process, as it is done for VIP.

Billing FAQs

  1. How are customers and orders billed? ClosedCustomer orders are billed based on their anniversary dates. All the orders of a customer have the same term. Products are billed based on the date they were ordered and are prorated daily to the next customer anniversary date.

Invoicing FAQs

  1. Who will be invoiced? ClosedAdobe invoices at a partner marketplace level. If a partner has more than one marketplace, one invoice per marketplace will be issued. This can be based on region or country, currency, financial entity, etc.

  2. How frequently will a partner marketplace be invoiced?ClosedAdobe issues an invoice for the previous month at the beginning of the following month.

  3. Who is notified of an invoice and how is it delivered?ClosedA partner marketplace is expected to provide their billing contacts during their initial setup. Once it is set up, the billing contact is 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 ACIS portal, where billing contacts can see and download invoices and reconciliation files.

Migration FAQs

  1. What are the prerequisites for a migration?ClosedA Reseller must exist in VIP Marketplace. Additionally, the reseller needs to have the customer’s VIP membership ID.

  2. What are the general eligibility criteria to move a customer from VIP to VIP Marketplace?ClosedFirst, the partner must work with the customer to communicate all the details related to the move to VIP Marketplace. The partner must have access to the customer’s VIP Membership Id. Then, the partner runs the preview API to ensure the customer account is eligible for the move. The customer must not have any active transactions in VIP and all of the customer’s VIP offers must have a matching offer in VIP MP.

  3. When a VIP contract is migrated to VIP Marketplace, are the SKUs automatically updated to Marketplace SKUs?ClosedYes, during the migration, the VIP standard offers will be mapped to VIP Marketplace offer SKUs.

Admin Console FAQs

  1. Who can manage licenses in the Admin console?ClosedCustomer Administrators can manage licenses in the Admin console.

  2. What is the Admin console used for?ClosedThe admin console allows a customer admin to perform the following actions: see the products and the number of licenses purchased by the customer, add users, assign licenses to a user within the customer organization, and add products or licenses to show intent to purchase and follow it up with a partner.

  3. No, orders can only be placed through the marketplace.

    • Adding products or seats through the admin console is only for a 7-day temporary license, which will allow a customer to try a product or to immediately enable a seat, but eventually all the orders must be placed through the marketplace.

    • When a user adds a product or a seat, Adobe will send an email to the corresponding marketplace. The marketplace can then reach out to the reseller and/or customer to place an order.

    • Adobe will also notify the customer via email and the admin console to inform that the license is only valid for 7 days, unless an order is placed.

    • When the 7-day period ends, the license will expire with immediate effect if no order has come from the marketplace.

Licensing FAQs

  1. Why is the return window only 14 days compared to 30 days for VIP?Closed The return window for VIP Marketplace has a shorter term of 14 days, which is the same period that many other marketplace vendors offer. Having the same return window allows partners to easily manage returns across multiple software vendors. Because VIP Marketplace is a fully automated system, there are no ordering errors requiring returns. However, if for some reason a return is required, it will now take seconds instead of days.

  2. What happens if the customer wants to return the licenses after 14 days?Closed Please make sure that any required return is completed within the 14-day return window. Returns outside of the return window are not accepted.

General FAQs

  1. Do the Create APIs return a response immediately?ClosedYes, the Create API calls (Reseller, Customer, Order, and Transfer) create an object that can then be used to monitor or control. Those objects should be returned within 200ms. However, there may be additional asynchronous processing that will take place after the create API returns a response. As a transacting partner, you can place the corresponding GET API call to check the status of the object that was created.

  2. To inform customers about product usage (customer support) and license life cycle (license creation, license expiring), Adobe will send the following communications to customers:

    • Welcome email – Sent to the customer admin when a customer is added, or an admin is modified.

    • Order confirmation or cancellation email – Sent with all the new orders and cancellations.

    • Loss of access notifications – Sent when customers express their intention to purchase in the Admin Console but do not place the order, and when a customer opts out of auto-renewal.

    • Migration – Sent to inform the customer admin that they are now enrolled in VIP Marketplace.

  3. How will I be able to see my customers’ purchase history?ClosedAll VIP purchases remain in the Licensing website (LWS), whether the customer has moved to VIP Marketplace or not. However, once they migrate to VIP Marketplace, all VIP Marketplace purchases will be visible only in the marketplace platform. Historical VIP purchases (prior to migration) will be accessible on LWS; however, no VIP Marketplace purchases will be shown in LWS.

  4. VIP customers sometimes purchase from different resellers using the same VIP agreement number. Can they do the same with VIP Marketplace?ClosedCurrently a VIP Marketplace customer can be associated with only one reseller and one distributor. If the customer wants to purchase from a different reseller, they will have to initiate a new VIP Marketplace agreement.

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