CX Documentation
Umbraco Documentation

Table of Contents

Accounting and Administration

General Payments and Invoicing

What to do if a customer asks for a discount?

Discounts are handled on a case-by-case basis.

Umbraco Cloud Discounts:

  • Generally, customers with more than 10 projects qualify for a discount as they are considered a "Cloud Powerhouse."
  • We want to encourage customers to create more projects on Cloud. For example, if a customer has 3 projects and requests a discount for their 4th, consult with the accounts team (Adriana) before proceeding.

Discounts for Licenses, Training, and Other Products:

  • A good rule of thumb is: the more a customer buys, the larger the discount. For instance, if a customer purchases 4 Forms licenses, offer a 10%-20% discount on the 5th license.
  • In such cases, you will need to create a discount code for the customer.

Special Cases:

  • For MVPs, friends of the company, or other special cases, discuss the discount with your immediate leader before making any decisions.

Invoicing Guidelines

  • Existing Projects: Only create an invoice request if an existing project wants to switch from credit card to yearly payment by invoice.

  • New Projects/Customers: For new customers or projects, use the designated form and send it to the suits team. In the "description field," include the following details:

    • Name
    • Phone number
    • Email
    • Company address
    • Country
    • Registration/VAT ID
    • Invoice email
    • Contact person name/email
    • Product or plan they’re interested in

  • Project Activation: You don’t need to wait for the suits team to contact the customer. If the project is needed urgently, change the payment state and add a comment:
    “Enabling project so customer can work. This has been forwarded to suits [your name].”

Important

  • Cloud Customers: Customers who pay through the Cloud shop should remain on automated monthly or annual billing. There is no price difference between the two, so no one loses out by sticking with automated billing. This does not apply to partners.

  • Exception: If a customer has issues with credit card payments or cannot use the shop for any reason, switching them to annual billing is allowed.

Refund and Credit nota request

If a customer reaches out to us and asks about credit nota or refunds please redirect them to accounts@umbraco.dk - Fishtank will handle those mails
Just bear in mind that refunds don't happen overnight but can take time to process and the customer needs to be informed about that.

I have written a response for those who is reaching out about refund, credit notas or other accounts stuff:

“Hi there! It looks like you need some help with an accounts issue. If you would like assistance with this, our accounts team is more than happy to help you out. You can reach out to them at accounts@umbraco.dk. Our team will do their best to answer any questions you have and be sure to reply to them to keep the conversation going.

The refund process can take some time, so please feel free to reach out to our accounts team for updates regarding your refund.

Thank you!”

However, for specific circumstances such as DDO attacks or something similar, we can request refunds on the behalf of the customers.

Refund requests should be posted in the #umbraco-refunds channel. The accounts team will add a checkmark to your message once the refund has been processed.

Please include the following information in your refund request:

  • Order number or invoice number
  • Amount to be refunded
  • Reason for the refund


Procedure for Downgrades and Refunds

1. No Refunds for Downgrades
We no longer provide refunds for downgrades, even if the customer was upgraded due to maxed-out usage. If needed, you can refer customers to the Umbraco Terms and Conditions for further clarification.

Terms Condition.png

2. Refund Policy for Upgraded Projects
Currently, we do not offer refunds for upgraded projects, even when a downgrade is requested. This policy is stated in our **Terms & Conditions**.

3. Exception: End-of-Month Downgrades on Weekends
If the last day of the month falls on a weekend and we process the downgrade at the beginning of the next month, a refund will be issued **for that month only**—not for the previous month.

4. Timing of Downgrades
To avoid billing issues, always process downgrades **at the end of the month or the beginning of the next month**. If a project is downgraded within the same month it was upgraded and then upgraded again, the customer will be charged again.

This issue will be resolved in the new shop. Until then, please advise customers to wait until the end or start of the month for the downgrade. Otherwise, we may need to issue a refund for the duplicate charge.

5. Key Takeaways
- No refunds for downgrades, except in cases where the downgrade was delayed due to a weekend.
- Downgrade projects at the **end of the month or the beginning of the next month** to prevent unnecessary recharges.
- If a project is downgraded and then upgraded again in the same month, the customer will be charged again.
- If needed, refer customers to our **Terms & Conditions** for further details.

 

 

When Can I Change the Payment State of a Project?

The only payment state you are allowed to use is "invoice." You can apply this if a customer wants to switch to yearly payment, allowing them to start working on their project while accounts handle the invoice.

In all other situations, do not change the customer’s payment state. If you encounter an exception or edge case, consult with your nearest leader before proceeding.

MVP and free sites

Free sites

MVP = most valuable person

If any MVP reach out and they want a allowed free MVP site then they need to reach out to mvp@umbraco.com.
The Dev-Rel team will handle and create a new site for them. The reason why we shouldn’t create any sites for them is due to we do not know when they are a MVP or not. If someone loses their MVP title then they aren’t allowed to a have free site anymore.

Organizations

Creating organizations

The customers do not have the possibility to create the organizations for themselves. 

Because of that, we will have to help them with this. 

To do so, you have to:

  1. Gather the information regarding the Organization which needs to be created and inform the customer in regarding to the steps required for the creation of the organization:
  2. First, we need organization details:

Name (Name of Company)
Address (Address of Company)
Extended Address (Optional)
Zip Code (Zip Code for Company)
City (City)
Country (Country)
Company VAT No. (Company VAT No.)
Company Website (Company Website Url)
Name of Organization Owner (Owners name)
Email of Organization Owner (Owners email)

Note

It is important that the email used should be linked to a Cloud account so they can log in and see the organization. If they want to use an email that is not yet associated with a cloud account, they will have to access this link and create an account with the email specified earlier.

  3.  What type of payment they plan to use Invoice, Credit Card and Credits. 

When you have gathered all this information, you simply have to Atlas:

https://www.s1.umbraco.io/atlas/organizations/create

Add the details, and voila, the organization has been created. 

Delete an organization

The path for deleting the organization can be done here. 
https://www.s1.umbraco.io/organizationsupport/{organization-alias}/manage

Existing organization

If the organization already exists, delete the organization if and only if the organization does not have any active project(s):https://www.s1.umbraco.io/organizationsupport/{organization-alias}/manage

When the duplicated organization has been deleted. You can update the organization via this path:
https://www.s1.umbraco.io/organizationsupport/{organization-alias}/information