Reseller Billing Change Process

Partner Billing Change Process

This article is designed to provide Resellers with an overview of the process for moving a tenant from one Crayon Indirect Reseller to another Crayon Indirect Reseller. The movement of a tenant will include any subscriptions Seat based; Azure; Software Subscriptions; License-Based Marketplace etc. Within the below process, task ownership is highlighted in green and bold. Within the article the following terminology will be used: 

• Acquiring Reseller - the reseller who will gain ownership of the tenant
• Relinquishing Reseller - the reseller who is losing ownership of the tenant

Prerequisites

• Both resellers must be located in the same country/region as the Reseller acquiring the subscription.
• The end customer must have an active Tenant in PRISM with the status Normal. Please see this guide here for connecting a tenant to PRISM.
  
  
• Ensure that as a Reseller, you have a active and valid CSP agreement with Crayon, including a working MPN account (not on credit hold due to non-payment with Crayon)
• Ensure that GDAP is established for Crayon.

Transfer Process

To move a tenant from one Crayon Indirect Reseller to another Crayon Indirect Reseller, please use the following process:

1. End Customer to provide written authorisation that they wish to be billed by the Acquiring Reseller and agree to pay the Relinquishing Reseller up until the effective date of the transfer.
2. Acquiring Reseller is to submit a ticket via email to [e-mail] with the following information:
   • End Customer Name and .onmicrosoft.com domain.
   • Relinquishing Reseller Company Name.
   • Acquiring Reseller Company Name and Microsoft ID 
   • Copy of End Customer written authorisation to change resellers
   • Transfer date with timezone if specific date is required
3. Acquiring Reseller to complete AzureConnect process for the tenant (even if the tenant doesn't contain an Azure subscription).
4. Crayon Partner Support will validate the information over a 72 hour period and once deemed valid, will contact the Relinquishing Reseller, providing a 48-hour notice for the Relinquishing Reseller to deny transfer request.*
5. Relinqhuising Reseller: may take one of the three possible actions:
   1. 1. Approves End Customer Move Request by replying in writing to Crayon Partner Support Team. (proceed to step 6)
      2. Doesn't respond within 48 hours to Crayon Partner Support Teams. (proceed to step 6)
      3. Denies End Customer Move Request by replying in writing to Crayon Partner Support Team. (proceed to step 7) 
6. Crayon Partner Support will submit an update the tenant and subscriptions via Partner Centre to the Acquiring Resellers MPN ID
7. Crayon will respect the decision made by the Relinquishing Reseller and Crayon Partner Support will notify Acquiring Reseller of Relinquishing Reseller's response after which will proceed to close the original ticket.
8. PRISM will then resync the tenant/subscription/s to the Acquiring Resellers PRISM account, which will generally show within 1 hour.
9. PRISM will then invoice the Reseller for the subscription on the next invoice for usage from the start of the usage period. For example, for a transfer completed on the 20th of September 2023, the Acquiring Reseller will be invoiced for usage from the 1st to 30th of September 2023. 

Note: Crayon Partner Support will let resellers know if there will be any issues with the release of the tenant from the Relinquishing Reseller.

*Please note if a request needs expediting, please ask the end customer to contact their Relinquishing Reseller to get the approval sent back Crayon Partner Support.