If you've turned on reselling for your Cloud Marketplace products, you might see requests from your customers to transfer their orders of your products in one of the following ways:
Changing which Cloud Billing account they're using for an active order.
Changing an active order with a reseller into a direct order from you.
Changing an active direct order to go through a reseller.
Changing which reseller an active order goes through.
For a customer's entitlement transfer request to succeed, it must be approved by all of the following parties:
The customer who's requesting the entitlement transfer.
You, the independent software vendor (ISV) selling your products through Cloud Marketplace.
Any involved reseller.
Overview
The following sequence describes how a customer entitlement transfer request works:
Your customer tells you that they want to transfer an order in one of the following ways:
Changing an active direct order to go through a reseller.
Changing an active order with a reseller into a direct order from you.
Changing which reseller an active order goes through.
Changing which Cloud Billing account they're using for an active order.
After you've decided to approve your customer's request, you use Partner Support Desk to request an entitlement transfer for your customer.
Google processes the entitlement transfer request internally.
Google sends emails confirming details of the entitlement transfer to all involved parties.
Each involved party responds to the email to approve the entitlement transfer.
After all involved parties have approved the entitlement transfer, Google completes processing the transfer, moving the entitlements as requested.
After the entitlement transfer is complete, Google sends you an email to let you know that the transfer completed successfully.
Request an entitlement transfer for your customer
After you've received a request from a customer for an entitlement transfer, and you've decided to approve the request, complete the following steps:
Visit the Overview page of Producer Portal.
In the Overview page, click Contact Marketplace support to visit Partner Support Desk.
Under Summarize your issue, in the field, enter a summary of your request.
Click to select Entitlement transfer - Google Cloud Marketplace.
From the list of products that appears, select Google Cloud.
In the field that appears, add a detailed description of your customer's request. Your description must include the following information:
The company name of the customer requesting the entitlement transfer.
The entitlement ID for the customer's currently active entitlement.
The offer ID for the customer's currently active order.
The Cloud Billing account ID that Cloud Marketplace is using for the customer's currently active order.
The Cloud Billing account ID that the customer wants Cloud Marketplace to transfer their order to.
Click Next.
In the Partner company reporting issue field, select the most relevant name that you see.
Add the names and emails of any contacts that you want to keep updated on your request.
Click Submit.
If you don't include all of the necessary information in your initial request, Google might contact you to request remaining details.
Approve an entitlement transfer for a customer
After Google processes the customer's entitlement transfer request, Google sends you an email confirming details of the entitlement transfer and requesting that you reply to the email to approve the transfer. For the transfer to proceed, you must reply to the email with your approval of the transfer request.
After all of the entities involved have replied to approve the transfer, the transfer proceeds.