Channel Order Application FAQ - Create COA Orders

I need help submitting my orders.

If you need help submitting an order, please reference our existing COA Order Submission Video Tutorials section of our Partner Community page. We have a video to assist you with each order type.

What if I need additional training?

Check out our COA course in Partner Learning Camp or in Trailhead!

I have an ISVForce customer that will start using our services soon. When should I submit the COA order?

Partner must submit each such Service Order within one (1) business day of Partner’s receipt of the Customer order for the applicable Partner Application subscriptions. The COA accepts orders with current and future start dates. Please align the submission with the start date of the customer’s service, or submit a future dated order. Please note: ISVForce orders can only be submitted against Active production orgs. 

Where can I find my Customer’s Org ID?

You should be able to locate the Org ID in your License Management Application on the customer’s license record which is generated once the package is installed. If you don’t use the LMA, please reach out to your Customer. You can share the below resource should they need it: Customer Tenant ID Guide.

I have spun up a new Org. Which Data Center is the Customer Org linked to?

Please refer to the current instances and the data Center location(s) from which each instance is served in the Article Where is my Salesforce instance located?.

What is the difference between Renewal and Upgrade order?

An upgrade order is a renewal order with an overall contract value increase. As opposed to the renewal order, upgrade orders have a flexible service start date. Please refer to Difference Between Upgrades and Renewals.

I would like to submit a multi-year term order. How can I do it?

A multi-year order means that you have signed a multi-year contract with your customer, however there are no multi-year terms orders in the COA. The COA will default to the standard terms which are monthly terms for ISVForce and annual terms for OEM. Both will auto-renew at the renewal date.

For example, for a two-year contract that was signed by your customer, this would translate in the COA as a one-year term contract that is auto-renewed once if OEM or one month contract auto-renewed twenty-four (24) times if ISVForce. If by the end of the two years the customer no longer wishes to renew, you will have to submit a cancellation request prior to the end of the 2nd year term.

What should I do if I am not able to submit an order through the COA?

For a list of common COA errors, what they mean, and how to resolve, please refer to the Channel Order App - Error Messages and Troubleshooting Guide. If you are still not able to submit the order after reviewing the Guide, please log a case in the Partner Community:

• Product: ISV Billing & Order Support
• Topic: Channel Order App Setup & Product Catalog Setup
• Case Description: Provide details to the issue and any relevant screenshots or error messages you may be encountering 

Do Add-On orders have the same contract anniversary?

Yes, all add-on orders co-term with the existing licenses/initial order.

What does co-term with my contract mean and when does this apply?

Co-term applies for all Add-on Service Orders for a particular Customer during the term. Add-ons are coterminous with the initial Service Order which means they have the same expiration/renewal date. They do not define a new contract anniversary date.

For example: Initial order submitted on April 1st 2022 will define the next contract anniversary date to April 1st 2023 for OEM. The Add-On order submitted on May 5th will begin at this date and aligns with the contract anniversary date on April 1st 2023. 

What is the service term for ISVForce orders?

ISVForce orders are set on a monthly term, default to renewable automatically.

What is the service term for OEM orders?

OEM orders are set on an annual term, default to renewable automatically.

Should I enter an annual price on my order submission?

No. COA orders should never include an annual price. All COA orders must be submitted with the monthly price per month regardless of how you've constructed your sale with your end customer.

How do I cancel an Order if my ISVForce customer is already inactive?

The Channel Order Application can’t accept cancellation orders for ISVForce customers which are no longer active. Please submit a Case in the Partner Community with customer name and Org ID and Salesforce will cancel the contract upon the next contract renewal date.

Please keep in mind, it is the partner's responsibility to confirm with the customer whether they intend to renew their subscription and cancel the contract if applicable as Salesforce will not backdate.

How do I transfer licenses between two Orgs or swap licenses?

A license transfer/swap can be performed for the same customer. Please log a case in the Partner Community:

• Product: ISV Billing & Order Support
• Topic: License Swap/Transfer
• Description: Provide originating and destination Org ID, quantity and licenses, including add-ons to be transferred as well as any other relevant detail

Also, please refer to Learn the difference between swaps and transfers.

Which Org Edition can I submit an order against?

For OEM, the end customer’s Org can be an Active Org with Enterprise Edition (EE), Unlimited Edition (UE) or Performance Edition (PXE) or Trial org.

Once the licenses are provisioned, the Trial Org will become Active Production Org.

For ISVForce, the Org must be an Active Production Org. 

I am unsure of the order type during order submission.

Please refer to the COA Order Submission Guide.

I have multiple Cloud offerings for the same end customer. What shall I do?

Please refer to COA New Cloud FAQ.