Channel Order Application FAQ - COA Billing & Invoicing

When will Salesforce invoice me?

Salesforce will issue an invoice for each end customer on the billing cycle date which is defined by the initial service start date. For example, if the customer’s service start date begins 11th of November, then you will be invoiced each month on the 11th.

Additionally, new partners are automatically enrolled to also receive a consolidated monthly account statement at the end of the month. The statement contains all the customer invoices for the previous month.

How does Salesforce invoice me?

Salesforce bills on a monthly basis and will issue monthly invoices in accordance to your contract terms. Please take it into consideration when submitting your orders.

How am I being taxed?

A Tax will be placed against all your COA orders. The Tax rate is based on your shipping address. If you are eligible for a tax exemption, be sure to submit proper documentation to Salesforce prior to transacting within the COA. If Partners transact with Salesforce prior to providing the necessary tax exemption documentation, their invoices will include all applicable taxes and they will be due as invoiced. If your tax information has changed, please reach out to your Partner Account Manager for guidance on the next steps.

How are exchange rates determined?

When calculating fees due to SFDC under the PNR pricing model in which a Customer has paid Reseller in other than U.S dollars, Reseller shall convert the fees under the applicable currency to U.S. dollars prior to deducting any applicable withholding taxes, using the following spot conversion rates: WM Reuters official daily closing rates London close, as of the day prior to Resellers’ s submission of the applicable initial Order Form for Customer’s then current subscription term and updated upon each subscription renewal by such Customer.

Why do I receive multiple invoices per customer in one month?

Each transaction will trigger separate invoices and you may receive multiple invoices per customer due to additional add-on orders. When a new Service Order is created, you will be invoiced for the off-cycle billing period to the next billing date that aligns with the Contract renewal. At the next billing cycle, the new order will align with the normal billing cycle.

How long do I have before I am required to pay my invoice?

The required payment date is listed on the copy of the invoice and can also be referenced in your contract.

Partners are required to pay Salesforce for services provided to end customers via wire transfer. For key information on wire transfer practices based on the partner’s region and country of origin, please refer to Salesforce Billing Department.

Why is my invoice different from previous months?

It’s possible certain reoccurring monthly charges you are anticipating from Salesforce may change in value from month to month due to potential proration and timing of your service orders submitted in the COA. These rates are calculated by how many days are in each particular month rather than calculated on a flat rate divided evenly across each month. All predetermined annual rates will eventually equal the agreed upon fee at the end of the 12 month billing period.

There is an error in my invoice. How do I dispute my charges?

Please keep in mind that per your contract terms, all service orders are non-cancelable after acceptance by Salesforce. It is your responsibility to correctly submit service orders within the COA.

If you notice a discrepancy on your invoice, please log a case. Any dispute must be initiated in writing, within thirty (30) days of the date on which the applicable payment was due as per your partnership agreement.

Please submit the following case in the Partner Community:

• Product: ISV Billing & Order Support
• Topic: Billing Disputes
• Case description: Please include the customer org ID, invoice number and the dispute in question, along with any relevant details and justification, subject to internal review and approval.

How do I request changes to billing information not related to a Merger & Acquisition and/or Legal entity change?

For billing information change such as address relocation, billing email or VAT number please log a Partner Community case:

• Product: ISV Billing & Order Support
• Topic: Update Billing Information/Payment Application
• Case description: Please provide any relevant detail regarding the change to billing information.

My company is being acquired, how do I request a billing and/or contract change?

Please reach out to your Partner Account Manager who will engage with Partner Operations.

My application name has changed. How do I request the modification?

Please reach out to your Partner Account Manager who will engage with Partner Operations.

My tax information has changed. How do I request the modification?

If your Tax information has changed and you operate under the same group please log a Partner Community Case:

• Product: ISV Billing & Order Support
• Topic: Update Billing Information/Payment Application

If your Tax information has changed because of a merger or acquisition please reach out to your Partner Account Manager.

I would like to convert my Product Catalog to another currency.

Partners are required to adhere to the currency selected upon signing the Partnership Agreement. Salesforce does not support Product Catalog currency conversions.

The implications of not supporting currency conversions mean that partners will need to carefully consider the currency they select at the time of signing the Partnership Agreement. They will need to ensure that the currency they choose aligns with their business needs and goals.

What if an end-user purchases in a different currency than USD?

The current currency and product that a Partner is approved for can be found in your Product Catalog in the COA. This is the currency that the Partner must use when entering orders into the COA and the currency in which the Partner will be invoiced.

Have other questions? Check out our other COA questions outlined here:

• Channel Order Application FAQ: Getting Started with the COA
• Channel Order Application FAQ: Create COA Orders
• Channel Order Application FAQ: COA Order Accuracy & Tracking