Salesforce Credit Memo FAQ

What is a Credit Memo?

A credit that is generated whenever service is reduced or canceled, usually through a replacement of a contract or swap of licenses from one org to another.

Will the credit cancel the contract in total?

SFDC provides a pro-rated credit that will cancel the “unused” portion of the services reduced/canceled on the original contract. 

What is the service period being credited?

The credit will cancel services starting from the service start date of the replacement order to the end date of the original contract. Please note, the legal start date is on or after the date of signature.

How do we avoid paying a delta between the invoice and credit dates?

Either the replacement order must be countersigned and returned to SFDC before the start date of the original contract or a 30-day contract extension should be requested. A new 30-day invoice will be generated for the extension if requested.

When can we expect to receive the credit?

The credit is generated and issued 24-48 hours from when the new contract order is converted.

Who receives the credit memo?

The billing contact is referenced on the original contract. Contract billing contacts may be revised if requested. Please follow up with your SFDC billing contact for more information. 

Note: Multiple contacts can be added to the distribution list. Reach out to your AE/Collector for more details.

Can we have a copy of the credit memo document?

Yes, SFDC would just need the credit memo number or order number and the credit document can be provided.

Can we have a copy of the invoices generated from the replacement order?

Yes, SFDC can provide the invoices triggered from the replacement order. We would just need the credit memo number or replacement order number.

Is the credit automatically applied to my SFDC account?

Yes, the credit is automatically applied to the contract, which is reduced or canceled. If the original contract was paid in full, the credit case amount is transferred to invoices triggered from the conversion or the replacement contract.

Can we request a refund of the credit?

Yes, a refund can be requested if the original contract is paid in full and all open invoices on the account are not delinquent.

How do we request a refund?

Please contact SFDC billing directly via email at billing@salesforce.com. Salesforce will need your bank wire information to issue a refund.

What happens if both the original and replacement contracts are paid in full?

The credit cash amount remains on the account as unapplied cash which can be refunded or put towards other open invoices.

What PO is the credit related to?

The PO referenced on the original contract.

Why is the PO number not listed on the credit memo document?

The PO is provided to SFDC externally and therefore does not automatically populate on internal documents.

We can manually include the PO number on the credit memo if requested.