The Adobe products are represented in our system as add-ons. However, Adobe Sign products have their own actual add-ons. Overall, the add-ons are an essential part of an Adobe subscription, and when your customers/partners place an order for an Adobe add-on(product) or an Adobe Sign add-on via the Adobe container product, a new record is created in our platform for managing and invoicing purposes.

This page explains all the relevant information you and your partners may need to manage the Adobe add-ons and Adobe Sign add-ons.

Managing Adobe Subscriptions in Storefront

Your resellers can access the Adobe Subscriptions with the add-ons they have purchased from the Subscriptions section that is in the Billing area of your Storefront by locating the Adobe active Subscriptions.

Your resellers will be redirected to the list of the Subscriptions they purchased by clicking on the respective link.

The details page of an Adobe Subscription in Storefront includes all the information our system keeps.

Adobe Extra Details - Section

In the Adobe Extra Details section, resellers can access critical information directly from Adobe regarding their end customers' subscriptions, enabling them to make informed business decisions and manage these subscriptions efficiently.
This section contains non-editable information along with a date and time ribbon at the top-right corner, indicating the last time the data was loaded. The included information is as follows:

Subscription Current Level/Tier: Displays the discount Level and Tier assigned to the end customer by Adobe.
Estimated Level/Tier on Subscription Renewal: Displays the designated Level/Tier for each renewed subscription.
- Informative tooltip (of Estimated Level at Renewal): When hovering over the icon, the reseller receives additional information about the “Estimated Level at Renewal" based on the current subscription usage.
Market Segment: Displays the business category or industry classification of the end customer (e.g., Commercial, Education, Government).
Product Name with Used Quantity: Displays the total number of active Licenses/Consumables currently in use for that subscription.

In case there is an issue with the communication between our platform and that of Adobe's, the following error message is displayed which informs resellers about the unavailability of the aforementioned data to be displayed and the means to retry to retrieve them by clicking the Retry button:

Managing Adobe Add-ons in Storefront

The Adobe add-ons are always located within their corresponding Adobe subscriptions and can be accessed either by navigating to the Subscriptions' list and clicking on the + icon of a subscription or by navigating to a Subscription's View page.

Ordering New Add-ons(Products)

The reseller can purchase one or more Adobe add-ons (actual products) for an existing Adobe subscription by clicking on the I Want To... button and then choosing the option “Buy add-ons“.

After the add-ons are chosen from the pop-up window that appears, displaying all the relevant add-ons, the checkout process can be initiated by clicking on the respective button.

Please note that the aforementioned button ("Buy add-ons") is used only for purchasing non-purchased add-ons and it has nothing to do with the purchase of additional add-on licenses/consumables. The analysis of increasing the licenses/consumables for a purchased and active add-on follows below.

Ordering New Adobe Sign Add-ons(Add-ons of Adobe Sign Products)

The reseller can also purchase Adobe Sign add-ons for two specific Adobe Sign products (namely, the Acrobat Sign Solutions for business, and the Acrobat Sign Solutions for enterprise) by clicking on the I Want To... button and then selecting the option Buy Add-ons.
More specifically, in the products Excel file, downloaded from the Adobe Portal, these Sign add-ons are marked as Phone Authentication Add On under the Excel column Additional Details. However, these add-ons have the two aforementioned Adobe Sign Solutions products as prerequisites for purchasing them. This means that a BSS or Storefront user can add the Sign add-on to a new Adobe order, which must also contain the relative Sign base product in order to execute the order successfully.

However, the user should follow a different process in order to purchase a Sign add-on for an existing Adobe subscription. More specifically, the Adobe Sign base product should be re-ordered and included with its respective Sign add-on in the same Adobe order.Please note that only a Storefront user can order a Sign add-on for an existing Adobe subscription. In order to do that, the Storefront user must locate the correct Adobe subscription and increase the quantity of the existing Sign base product by one.

After that, the Storefront user must return back to the Subscription details view page, click the I Want To… button, and select the option Buy Add-ons, to add the respective Adobe Sign add-on, and submit it to the basket.

Eventually, the basket will include both of these products, meaning the Adobe Sign add-on along with the (prerequisite) base Adobe Sign product (increase).

This outcome, having the Sign base product increase and a new Sign add-on into a single order, can not be done via BSS.

Increasing the Licenses/Consumables of an Existing Adobe Add-on

For increasing the licenses/consumables of an existing Adobe add-on, the Storefront user must look at the “WHAT YOU PAY“ section of the subscriptions view-page and under the product’s subscription, the purchased add-ons are visible and unified. When the Storefront user clicks on the … (three-dot) action button next to an add-on, the add-on's quantity can be increased via the pop-up window that appears.

Immediate Cancellation of an Adobe Order

To cancel an add-on immediately, in the Storefront, select I want to... and then Cancel Adobe Order.

Select the order in the pop-up, select Proceed and a dialog box will ask for confirmation. Only orders which are eligible for cancellation are displayed in this list, which is retrieved from Adobe.

The pop-up window contains the following columns:

Order ID - The Adobe OrderID
Customer ID - The Adobe CustomerID
Created Date (UTC) - The order creation date in UTC
Days left to cancel - The remaining days for which the order will be eligible for cancellation

Each order can be expanded to display the following:

Product - The description of the product
Offer ID - The SKUID used by the interworks.cloud platform to provision the Adobe service, which also contains the level/tier purchased
Quantity - The number of licenses/consumables in the order

Alternatively, you may go to Active Subscriptions, select … and then select Cancel Adobe Order.

Before the cancellation is completed, a confirmation message is displayed for the user to verify that they want to cancel this order.

Once the user selects Yes, the order is successfully canceled, and the following message is displayed.

After the successful order cancellation, the subscription view page is refreshed, and the quantities are updated.

If the canceled order refers to a full add-on cancellation, the addon’s status will also change to Canceled.

Possible Errors During Cancellation

By selecting the Cancel Adobe Order option, all orders which are eligible for cancellation, are retrieved from Adobe.

If there no cancellation orders are displayed, then the following message appears: There are no orders eligible for cancellation within the past 14 days.
If the order cannot be retrieved from Adobe because of a communication error, the following message appears: An unexpected error was received from Adobe during the order cancellation (----Adobe Returned Error----). Please try again later.
For any other unexpected error, the following message appears: An unexpected error occurred. Please review the Adobe Service Manager logs for more details.
If, however, the user selects one order to cancel and then selects proceed, the two last unexpected errors (#2, #3), may appear as well during this step.

Also, the following error messages are displayed after the user clicks on Proceed in the pop-up window of Cancel Adobe Order.

Depending on the platform, either BSS or Storefront, different messages appear since in BSS there are more specific messages that explain what actions the distributor should do, and in the Storefront, there are more generic messages for the reseller to not be confused.

	BSS	Storefront
Error 1	The selected order with ID "orderid" cannot be canceled. SKU ID(s) "skuid" is not found. Please fill in the missing SKUID(s) "skuid" in the add-on product page.	The selected add-ons of the order with ID "orderid" cannot be cancelled. Please check if add ons with SKU “skuid1,skuid2“ have already been canceled, otherwise, contact your Adobe Distributor because these SKUs are not found.
Error 2	The selected Adobe Order with ID "orderid" cannot be canceled. Price for the product(s) "productname1, productname2,….." was not found.	The selected Adobe Order with ID "orderid" cannot be canceled. Price for the product(s) "productname1, productname2,….." was not found. Please contact your Adobe Distributor.
Error 3	The selected Adobe Order with ID "orderid" cannot be canceled. An existing cancellation request was found for the product(s) "productname1, productname2,…..". To proceed, please revoke the cancellation request.	The selected Adobe Order with ID "orderid" cannot be canceled. An existing cancellation request was found for the product(s) "productname1, productname2,…..". To proceed, please revoke the cancellation request.
Error 4	The selected Adobe Order with ID “orderid” cannot be canceled. The sync status of the product(s) “productname1,productname 2, productname3…“ within the subscription in turned to “failed”. Please use the button “retry” in the Addon section of the subscription to try again.	The selected Adobe Order with ID “orderid” cannot be canceled due to a sync problem of the subscription products. Please contact your Adobe Distributor.
Error 5		An unexpected communication error with Adobe occurred (Line item has already been returned). Please try again later.

Regarding subscription cancellation, please see the Cancel Adobe Subscription section below.

Schedule Licenses/Consumables Cancellation

To cancel an add-on from an active Adobe subscription or decrease the licenses at the end of the billing period, select I want to, in the subscription view, and then select Cancel an add-on. In the pop-up, select the add-on to cancel or decrease licenses and select End of Billing Period.

Selecting Immediate under Cancellation Type, results in an error message. The section below describes how to perform an immediate cancellation.

Managing Adobe Subscriptions in BSS

The Adobe subscriptions can be found in our BSS by navigating to BSS > Billing > Subscriptions module or from the subscriptions section that is available on the account details page.

Cancel Adobe Subscription

The Cancel the subscription button is not available for Adobe subscriptions. Canceling an Adobe Subscription creates the possibility of a mismatch in the billing cycle dates between Adobe and interworks.cloud, if a new shell subscription is purchased for the same customer. For this reason, the functionality has been disabled.

Managing the "Automatic Renewal" of Adobe Subscriptions

When an Adobe subscription is created on our platform, the “Renew Automatically” field is set by default to enable in both our system as well as in Adobe's system. This feature automatically renews the Adobe subscriptions on the next billing cycle (annually) and offers your resellers reduced churn. However, if the end customer of a reseller does not wish to have his Adobe subscription(s) renewed, both users of the BSS platform and the Storefront can deactivate the automatic renewal. Specifically:

The BSS user can navigate to the Shortcuts menu of the Adobe subscription in BSS and click on the dynamic toggle Deactivate auto-renew button, so that the services won’t be renewed in Adobe on the next billing cycle.

The Storefront user can navigate to the subscription view page and from there either click on the I want to... button to choose the Disable auto-renew option, or click on the Auto-renew toggle button.

Deactivate Auto-Renew in Storefront via the Button Option	Deactivate Auto-Renew in Storefront via the Toggle Button

By deactivating the auto-renewal of the subscription, the provisioning is executed, and the statuses of the BSS subscription & add-on(s) change to Inactive at the end of the billing cycle, while In Adobe, the related services will be canceled at the end of the billing cycle.

"Automatic Renewal" Difference for Imported Adobe Subscriptions via our Migration Tool

The logic of "Automatic Renewals" is different between created Adobe subscriptions from within our system and imported Adobe subscriptions to our system from Adobe.
Specifically, as previously mentioned, when an Adobe subscription is created inside our system then the auto-renewal feature is be default turned on to mirror the default renewal option of Adobe whereas when an Adobe subscription is imported to our system, then the auto-renewal feature value is retained based on the value it had before the import. The same logic that applies to the Adobe VIP MP Migration Tool concerning the "auto-renewal" value, applies also to the Adobe Reseller Change Tool.

Reactivation of Expired Subscriptions (in BSS)

In the case of an Adobe subscription that is already inactive (deactivated the auto-renew function), the user can re-activate it from the related BSS shortcut button, after the end of the billing cycle, by navigating to the Subscription view page and clicking on the Activate button.

Upon re-activation, the following actions are performed:

The BSS subscription will continue to the next billing cycle,
The auto-renew flag will change to (),
A zero-amount renewal invoice will be generated,
The existing inactive add-on(s), whenever applicable, will be marked as canceled.

After selecting the aforementioned shortcut button, a new window will pop-up in order to choose() the correct activation date of the subscription.

By default, the second choice will be selected (End of Billing period [date]), which is the correct option. Please always select the second option called End of Billing Period.

This action will transition the BSS subscription to the next cycle, based on the customer’s coterm date in Adobe.

Managing Adobe Add-ons in BSS

For every Adobe add-on (product) purchased by a reseller for him or one of his end customers, our system creates an add-on record under the Adobe subscription. This record is accessible through the BSS > Billing > Subscriptions and from the Adobe Subscription's view page in BSS, you can locate the Add-on section.

The same rules apply to managing the Adobe add-ons in Storefront.

To manually add another add-on inside an existing Adobe subscription, you have to create a new Order and relate it with the existing Adobe subscription.

After the creation of the Order, the BSS user can open it and by selecting the Products tab and clicking on the edit marker button (green highlight), they can choose to relate a subscription from the first drop-down menu and on the next drop-down menu, select the name of that subscription. Lastly, to save the changes, please click on the Save button.

Applying a New Price list on an Existing Adobe Subscription

To apply a price list to an existing subscription, the price list must be defined in both the subscription and the add-on.

Step 1: Apply the price list on the subscription by selecting the Edit pricing Info, button.
Step 2: Apply the price list on the add-on by selecting Edit, button.

Canceling Adobe Orders in BSS & Storefront

Adobe products have been designed to support “partial charges” in their pricing rules. This means, that cancellations within 14 days happen in a prorated way on our end. So if an order is eligible for cancellation, the credit invoice is created to represent the billing cycle not used from the effective date of the cancellation until the end of the billing cycle.

However, Adobe returns to their distributors the full amount of any returned order if it is eligible for cancellation. Currently, our system does not have a way to support this method yet.
Consequently, while the distributor is compensated with the full amount, the credit invoice of the reseller will contain the same amount or less since only the unused days are compensated.
A workaround that can be applied at this point is to manually create a credit invoice for the rest of the amount.

Example:

This is a customer’s invoice for purchasing the Adobe services shell product, with Acrobat Pro. Acrobat Pro has an annual billing cycle of: 14/11/2021-13/11/2022 and its unit price is 197.76€.

On 18/11/2021 the user cancels the 5 licenses of Acrobat Pro. The following credit invoice is created:

Since a fewer number of days is compensated (18/11/21-13/11/22) the unit price is 195.59€.

In order to cover this difference in amounts (2.17€ / license), the BSS user can manually create a new credit invoice. Then, via the Import from Invoice action, they can select the debit invoice of the original purchase.
When the pop-up window opens, the BSS user can select the invoice item they wish to compensate and add its new unit price (which will be the difference between the two previous invoices).

Partial Order Cancellation

Concerning the partial cancellations, our system will contact Adobe via the external pricing module to receive the purchase price for the requested licenses, and then proceed with the partial cancellation of those Adobe add-on licenses. Depending on the Level of volume discount that these licenses were purchased in the past (historically kept), our system will utilize the exact same prices to calculate the credit invoice, even if the customer has changed Level in the process, or a new Excel file has been uploaded with different prices. Therefore, the calculation of the partial cancellation will always be the exact same price that was used to purchase the licenses (irrespective of current Level or updated prices), which in turn translates to the final credit invoice.

Please note that for renewed subscriptions, the price is retrieved from the current Excel file based on the renewed offer id. The customer's level is not taken into account in this case.

Example with Levels:

Customer B purchases 2 Photoshop licenses at Level 1. Then purchases 150 Presenter licenses at Level 4.

If the customer wants to cancel the first 2 licenses (of Photoshop) the following will take place:

The customer remains at Level 4 for any new purchases.
The amount that is going to be compensated is 2 licenses at Level 1, which is the Level at which the customer purchased the licenses and not their current level.

For our system to handle partial cancellations, we keep certain details, such as the Offer ID that Adobe responded to us as the correct level of this service, and we also keep the Excel file from which the price was retrieved during the actual purchase. Consequently, when our system retrieves all the necessary information that was used during the purchase, the correct price is returned to our external pricing module for completing the partial cancellation and creating the credit invoice.

Please check the following two tabs on how you can perform a partial cancellation of an order in BSS and Storefront.

Adobe Grace Period

Adobe provides a Grace Period that allows the use of their services even if the customer has not renewed their subscription for another year. The time-permitted window is usually 30 days (depending on the service) without excluding the fact that this number can change at any time by Adobe. This means that an Adobe service can be utilized for about 30 more days after the subscription end date. However, our systems do not manage nor display the grace period information since this feature is only offered by Adobe. On our side, an Adobe subscription during the grace period is considered either expired or canceled, so the subscription’s status is either inactive or canceled. If the user wants to reactivate an expired subscription during the grace period, they should create a new order.

Adobe Subscription Renewal

Upon renewal, the billing service runs for each organization independently, and it runs based on the time zone of the organization. The billing service changes the cycle of the subscription and triggers the external pricing mechanism to request the subscription renewal amounts from Adobe.

The Adobe Service Manager will return the following error message when external pricing fails to retrieve prices from Adobe upon renewal:

The billing service will continue to retry for the failed subscription for 10 days. For this duration, you may retry manually by selecting the Retry option under the ribbon with the error message, without waiting for the billing service to run. If the retry is successful, the renewal invoices will be generated. Otherwise, if the subscription still fails to synchronize, this means that it has not been renewed on the side of Adobe.

Adobe Services for Tenant Resellers via Backordering

For information on making available the Adobe VIP MP services to Tenant Resellers by enabling the backordering functionality between a root organization and a tenant reseller, please continue to the Adobe VIP MP Services for Tenant Resellers page.

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