Managing Adobe Products on the CloudBlue Marketplace and Adobe Commerce Platform

Adobe products are handled differently on the CloudBlue marketplace compared to the Adobe platform.

• CloudBlue Marketplace: On the marketplace, Adobe's portfolio may consist of a single subscription for licenses, a single subscription for consumables, a single subscription for Adobe API services and one or more subscriptions for Stock Credit Packs.

• Adobe Platform: The same portfolio is managed at the order level, based on all the orders placed (new orders, transfer orders, or cancellation orders).

  • Adding licenses: Adding new licenses to orders is allowed throughout the commitment term.

  • Return and Cancellation Policy: Adobe allows order returns during the 14-day return window. During this 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.

    Note: When a renewal takes place, a renewal order is created by Adobe, which can be returned following the same policy explained above.

  • Scheduled changes: After the 14-day return window, you will not be allowed to place an order return. When the number of licenses is reduced after the 14-day return window, a scheduled change order will be placed, and changes will take effect on the renewal date. In this case, you will be able to reduce the number of licenses in the orders without restrictions.

Related Articles

• Completing an order return

• Placing an Order to Reduce the Number of Licenses in a Subscription

• Placing an Order to Increase the Number or Licenses or to Add New Products

Managing Adobe Products on the CloudBlue Marketplace: Order Returns, Upsizing, Downsizing

Order Return	Adobe offers a 14-day return window. Placing an order return during the return window will generate a refund. However, canceling the subscription for the Adobe product in CloudBlue will not generate a refund. Instead, an order return should be placed within the 14-day return window. The process for placing an Order Return will depend on the CloudBlue Commerce version. See the following topics for a detailed description: Order Return with Automated Refund (available in CloudBlue Commerce 21.18 or later versions) Order Return without an Automated Refund (CloudBlue Commerce versions earlier than 21.18)
Cancellation	Cloud Marketplace allows the cancellation of Adobe subscriptions but with the following critical caveats: Cancellation is still allowed after the 14-day window, and this is considered a mid-term cancellation. A mid-term cancellation will not result in a refund. A mid-term cancellation will turn off auto-renewal, which means that the respective subscriptions under your Adobe account will expire on the renewal date. Customers can continue to use purchased licenses until the renewal date in case of a mid-term cancellation. Cancellation of Adobe Cloud products cannot be reverted in the Cloud Marketplace. Important: The CloudBlue subscription represents your Adobe agreement. If the CloudBlue subscription is canceled, the connection between your Adobe agreement and CloudBlue will be lost. For this reason, the recommended procedure is either to place an order return within the 14-day return window or to change the renewal quantities. Note: To obtain information on how to cancel subscriptions with a 3-year commitment, see the following section: Managing Adobe VIP Marketplace Subscriptions with a 3-year Commitment.
Upsizing	Increasing the number of licenses or adding new products to the subscription is allowed at any time.
Downsizing	Adobe offers a 14-day return window, which allows you to return a full order during that period. After this period, you can downsize the subscriptions at order level and reduce the number of licenses in each order by any amount. However, this will be a scheduled change order which will only take effect on the renewal date. This is because even during renewals, new orders are created in Adobe.
Renewals	There are a few business scenarios due to which renewal dates might be misaligned between CloudBlue marketplace and Adobe. To avoid confusion, please refer to the renewal date mentioned on Adobe's platform, as only that will be considered valid for all business purposes.

Note: Increasing and decreasing the number of licenses of different resources in the same transaction is not supported after the 30-day period before renewal, and within this period, it is only possible by placing a scheduled order. This can only be done in different orders (one order to increase the number of licenses of one resource and another one to reduce the number of licenses of a different resource).

In the following table, you can see different use cases based on how Adobe platform manages the products purchased through the CloudBlue marketplace.

Use Case	Action on CloudBlue Marketplace	Action on Adobe Platform	Remarks
Net New Order The customer wants to purchase a new Adobe product.	A new Sales Order (SO) for the product is placed on the CloudBlue marketplace.	A new order will be created on Adobe's platform for the product.	The order for buying the product will be successful.
Migration The customer wants to migrate an end-customer's Adobe product to the CloudBlue Marketplace.	A new migration order (MO) is created in the CloudBlue marketplace with the tool available in the reseller's UX1 control panel to import the customer's Adobe products.	A transfer order will be created on Adobe's platform, including all the products and the number of licenses.	The order for migrating the entire Adobe portfolio will be successful.
Partial Migration The customer wants to transfer only a part of the existing Adobe products of an end-customer to the CloudBlue marketplace.	N/A	A partial transfer order cannot be created.	Adobe handles products based on orders. Due to this reason, the transfer order can only be created if it includes all the products.
Add new products The customer wants to add new products to the Adobe portfolio.	A change order (CO) is created.	A new order will be created for the additional products.	The order for buying additional products will be successful.
Upsize The customer wants to increase the number of licenses for an Adobe product.	A change order (CO) is created.	A new order will be created only  for the additional licenses.	Buying the additional licenses will be considered as a separate order by Adobe. It will handle this new order independently from the order placed to buy the existing product.
Order Return (within the 14-day return window) The customer wants to decrease the number of licenses for an Adobe product within the 14-day return window of the order.	A scheduled change order (CO) is created for the exact number of licenses bought in the order that must be returned. This type of change order is known as an order return request.	A cancellation order will be created against the order created to purchase the product. This must be done within the 14-day return window for the order.	As Adobe manages products/licenses at order level, downsizing during the return window will only work if an order can be canceled fully. For example, if the downsize request is for 4 licenses, the order return request must identify the order or orders placed with Adobe that either have 4 licenses or collectively add up to 4 licenses.
Downsize after the return window and before the renewal The customer wants to decrease the number of licenses for an Adobe product after the cancellation period is over but before the renewal date of the order(s).	A Change Order (CO) is created, which schedules the reduction of licenses on the renewal date of the order. This must be done before the renewal date of the order.	A new order will be created for the reduced number of licenses.	Adobe creates new orders during the renewal. This is why licenses can be downsized to any number during the renewal of an order. For example, if we placed a new order on 1/1/2022 for 10 licenses, we can change the number of licenses to 8 for the renewal on 1/1/2023.

Adobe Business Rules

• Adobe subscriptions can only be managed either at the order level or updating the subscription information.

• Adobe does not allow changes in the subscription 3 days before the anniversary date.

• Orders of any type (renewal, new, etc.) can be returned with a refund up to 14 days after placing the order. To do this, it is necessary to place an order return.

  Important: It is important to ensure that the CloudBlue subscription is not canceled, since this will never generate a refund even if this it is done within the return period. The CloudBlue subscription represents your Adobe agreement. If the CloudBlue subscription is canceled, the connection between your Adobe agreement and CloudBlue will be lost. For this reason, the right procedure is to place an order return within the 14-day return window. To do this, follow the guidelines provided in the following articles: Order Return with Automated Refund (available in CloudBlue Commerce 21.18 or later versions) and Order Return without an Automated Refund (CloudBlue Commerce versions earlier than 21.18)
  

• The orders can be canceled up to 14 days after the purchase, but the vendor will not refund.

• If the subscription has already been renewed in Adobe, it is impossible to "renew with a license reduction". This must always be scheduled before the renewal is executed.

• Active customers with no active subscriptions cannot be transferred and this is not supported by CloudBlue. In this case, it is necessary to create a new customer account.