Office 365 Billing FAQ for Partners

http://partnersupport.microsoft.com/en-us/mpnpartnermem/forum/mpnpartpq-mpnpmaction/office-365-billing-faq-for-partners/6945b43b-b223-4ca2-8f7f-bea24f6f313f


Q: How does my customer update their credit card information?


 


A:  


1. Login to Office 365 Admin Center .
2. Go to the subscription page.
    -For Small Business plan users: Click Manage and purchase subscriptions under licenses.
    -For Midsize or Enterprise plan users: Click licensing in the left navigation.
3. Click the subscription name.
4. On the Subscription details page, under Payment details, click Edit.
5. On the Change payment details Page, follow the instructions to update the credit card and click Place order at last.


 


Note: If a subscription was purchased by another admin at your organization, you will not be able to update the credit card information for the subscription. If that credit card is about to expire and the other administrator is not able to update the information, you can prevent service interruption by adding a different credit card for the subscription.


 


If you cannot update the credit card information by the steps above, please contact your Regional Service Center to help you on the issue. **Please see note at the end of this post for steps on how to contact your Regional Service Center.


 


For more information go here.




 


Q: Can I pay on behalf of my customers?


 


A: Paying on behalf of clients is strictly in breach of the Microsoft Online Services Partner Agreement (MOSPA). Unfortunately, paying on behalf of customer would be out of compliance.


 


For more information go here and log in with the Microsoft Account associated to your Partner Account.


 


 


 


Q: Where does my customer find invoices/bills in the Microsoft Online Portal?


 


A: You can view your billing statement or invoice for information about your Office 365 subscription charges. Your bill will appear in one of two ways. Please refer to the steps that match your experience in the Office 365 portal by clicking here.


 


 


 


Q: How does my customer switch from invoicing to credit card or vice versa?


 


A: To change the Office 365 Payment Method, please contact your Regional Service Center.


**Please see note at the end of this post for steps on how to contact your Regional Service Center.


 


For more information go here.


 


 


 


Q: How does my customer switch from annual billing to monthly billing or vice versa?


 


A: To switch a subscription from monthly paid to annual paid, please follow the steps below:
1. Contact your
Regional Service Center to change the current subscription to a disabled state.
2. Purchase the annual paid subscription in Office 365 admin center.
    Go to Office 365 admin center -> click Manage and purchase licenses under licenses ->purchase services -> Add to buy the annual paid subscription.
3. After the new subscription shows up in the portal, the Representative will cancel the monthly paid one.


**Please see note at the end of this post for steps on how to contact your Regional Service Center.


 


For more information go here.


 


 


 


Q: When does my customer receive an invoice and when do they need to pay it?


 


A: Your customer will receive the invoice the day after the initial purchase. On that mark, the invoice will be generated each 30 days. Once the invoice is generated, it is required to make the payment 10 days after receiving the invoice. Payment terms are net due in 30 days. Your invoice will include details about your options for making a payment.


 


If the Payment Method is Credit Card, the charge will occur automatically.


 


For more information go here.


 


 


 


Q: If my customer’s subscription is disabled due to late payment on an invoice, can they pay the bill with a credit card?


 


A: Unfortunately no. Once a Payment Method is selected, all past dues will need to be paid with the selected payment method. If you’d like to change the payment method for subscriptions from invoice to credit card, please contact your Regional Service Center to help you. When this is done, the future bill can be paid via a credit card while the previous bill still needs to be paid via invoice.


**Please see note at the end of this post for steps on how to contact your Regional Service Center.


 


For more information go here.


 


 


 


Q: Can my customer get a refund for their subscription?


 


A: Please contact your Regional Service Center to request a refund and provide the cancelation reason. Unfortunately, within the first 30 days refunds do not apply. Please be aware that your Regional Service Center will submit the request for your refund but it cannot be guaranteed.


**Please see note at the end of this post for steps on how to contact your Regional Service Center.


 


 


 


Q: Can I purchase a subscription on my customers account through Delegated Administrative Privileges?


 


A: No. Delegated Admin Rights are utilized to manage the Office 365 subscriptions, users and existing licensing. DAP does not have the right to modify billing or license counts.


 


For information on what can you do with Delegated Administrative Privileges, please go here.


 


 


 


Q: How does tax exemption work?


 


A: Each customer’s State Sales Tax Exemption has legal guidelines that are specific to that State Department of Tax Revenue (or similar department) and has to be managed accordingly. This means that while most states have blanket certificates which are renewed annually, there are states that may renew at two or more years. The customer can verify this information by either checking their Certificate or by checking with their State for the appropriate renewal dates.


 


Please contact your Regional Service Center to submit the Tax Exemption Certificate.


**Please see note at the end of this post for steps on how to contact your Regional Service Center.


 


 


 


Q: Why is my customer being charged tax after increasing or decreasing their licenses when they are tax exempt?


 


A: When Tax Exemption is submitted, it is applied to the current license count and subscription the customer has. If any changes are made to that subscription, tax will be charged. To correct this, please contact your Regional Service Center.


**Please see note at the end of this post for steps on how to contact your Regional Service Center.


 


 


 


Q Why was my customer’s subscription canceled?


 


A: There could be different reasons why this can happen: Auto renew option disabled, Non Payment, Fraud, User Request


Auto renew option disabled: When a subscription comes to the end date, it comes with an option to auto renew. This option can be disabled. If it is, the subscription will automatically be disabled.


Non Payment: When the client does not pay for the subscription, the subscription will go to a disabled state.


Fraud: There are certain scenarios where concern of fraudulent activity may cause a subscription to be disabled in order to protect your account security. Such as, when there are two accounts with the same address or if there are multiple accounts using the same credit card. As soon as these scenarios are identified, the subscription will go to a disabled stated.


User Request: This happens when the Partner of Record or Customer contacts the Regional Service Center and requests a service downgrade.


 


Please feel free to contact your Regional Service Center for additional questions.


**Please see note at the end of this post for steps on how to contact your Regional Service Center.


 


 


 


Q: My customer can’t understand their invoice as it’s difficult to read. How can we understand the bill?


 


A: Please refer to the following article where you will find details on how to read your bill. If you have any


further questions, please contact you Regional Service Center for support.


**Please see note at the end of this post for steps on how to contact your Regional Service Center.


 


For more information go here.


 


 


 


**Note: To contact your RSC, you may follow the steps below:


  1. Sign in to the Partner Portal with the Microsoft Account (formerly known as Windows Live ID) you use to access the Partner Membership Center.
  2. Select from the options in the dropdown menus with the category that best suits your inquiry.
  3. You will receive a list of resources to address your concern, please select the “Call An Agent” option at the bottom of the page and you will be provided with the contact information.

4 Thoughts on “Office 365 Billing FAQ for Partners

  1. The most delayed billing statements (weeks), delayed charges to credit card (months), and terribly difficult to understand invoices I have ever seen!

  2. Thomas Nielsen on June 15, 2014 at 1:40 am said:

    And that is why we and many of our clients prefere to use MOL instead of the standard online licesensing in Office 365. Not to mention the fact that we continue to make about 15% every year when selling it this way over about 4% in the online version from year 2.

  3. Does anyone know if it possible (and how to) move from Standard Online licensing to MOL?

  4. Thomas Nielsen on June 29, 2014 at 6:01 pm said:

    @DS you might need to wait until the next time your online licenses are to be renewed :-( It is typically once pr. year. Be aware Microsoft will charge you 25% of the remainder of the agreements time of the Online Licenses, if you chose to cancel them premature. When the company I work for (in Denmark) changes the license model from online licensing to MOL we disable the automatic renewal in the portal and wait to add the MOL licenses right before normal renewal time.
    You can add MOL licenses to your current tenant here: http://www.office.com/setup365, sign in with your global admin account and add the key(s)

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