Customize opportunities

📝 Note: If the AppDirect logo appears in the upper-left corner of the page, when Manage > Marketplace appears in this topic, click the grid icon > Switch to | Store, instead.

The Opportunities feature is enabled when a New Lead or Purchase button appears in the upper-right corner of the page at Manage > Marketplace > Orders.

❗ Important: Only AppDirect can enable the Opportunities feature. Contact your AppDirect technical representative to request it.

Marketplace Managers, Sales Support Representatives (SSRs), Reseller Managers, and Resellers can customize opportunities as sales discussions evolve, until they submit the opportunities for approval or finalize them to complete the assisted sales.

To customize purchases for customers, users can edit, for example, prices, contract terms, and service and billing start dates.

Edit access

The information that users can edit is dependent on user roles, marketplace settings, role permission settings (see Configure opportunity role settings), and opportunity status:

Edit access by role and opportunity status

Role	Open	Pending Review	Closed
Marketplace Managers	Yes	Yes	No
Sales Support Representatives (SSRs)	Yes	No	No
Reseller Managers	Yes	Yes	No
Resellers	Yes	No	No

Opportunity status definitions

• Open—The opportunity can be edited. It is not yet finalized or submitted for approval.
• Pending Review—An SSR submitted the opportunity to the Marketplace Manager, or a Reseller submitted it to the Marketplace Manager and Reseller Manager, to review, potentially edit, and finalize it. SSRs and Resellers cannot edit the opportunity.
• Closed—The opportunity was finalized, the assisted sale is complete, and the product price and other purchase terms no longer appear on the opportunity details page. No users can edit the opportunity.

Customizations

Opportunities can include the following information, which users can add and edit. Familiarize yourself with the following details:

Payment methods

Users with permission to edit payment methods for customers can perform the following actions:

• view, add, and replace the payment methods, such as credit cards and bank accounts
• select a new or existing payment method as the customer's default payment method

Users can manage payment methods for customer accounts from several places in the user interface (UI). The payment method that users add or select for a customer on the opportunity details page, or any other location in the UI, becomes the customer's default payment method for all future transactions including assisted sales, self-serve checkout purchases, upgrades, and recurring subscription invoices. The following example illustrates this concept:

• January 1: A customer's only saved payment method is a bank account so it is the customer's default payment method.
• January 2: To Opportunity #1, a user adds a credit card payment method for the customer. It is now the customer's default payment method.
• January 3: A recurring subscription fee is charged to the customer's credit card because it is the default payment method.
• January 4: For Opportunity #2, a user selects the bank account as the payment method. It is now the customer's default payment method so Opportunity #1 also displays the bank account as the selected payment method.
• January 5: On the user details page Payment methods tab, a user updates the customer's expired credit card information. The updated credit card is the customer's default payment method. Opportunities #1 and #2 display the credit card as the selected payment method.

Shipping addresses

After users add physical good or hardware services products to opportunities, the Shipping Address section appears. Users can choose the billing address as the shipping address but shipping addresses must be for countries to which the vendor ships the products. All products are shipped to the same billing address.

:memo> Note: The Hardware Service product type is available for existing European and US members of the Early Adopter Program (EAP) who provide feedback for features before they are generally available. Only AppDirect can enable this feature. European and US EAP members can contact their AppDirect technical representative to request it. Although the features are limited to European and US EAP members, hardware service products can be shipped internationally.

Custom prices

To customize the prices that customers are charged for each unit, Marketplace Managers and Reseller Managers, and SSRs and Resellers with permission, can edit the Unit selling price. For more information, see Opportunities pricing.

Custom contracts

To customize contracts for product subscriptions, users with permission can edit contract terms such as contract duration, renewal behavior, termination fees, and grace periods. You can edit the default contracts that Developers configure for some products or create your own. You can also reset custom contract terms to restore default contracts.

Default contract terms that appear on opportunities are populated by the contract terms that Developers set when they configure products at Manage > Billing and Distribution or Developer > Products > Product name | Edit > Editions > Edition name. If you are a Marketplace Manager with Developer access and you want to trace a default contract term setting that appears on an opportunity to the Developer's contract configuration, refer to the following table. The first three columns define the contract term settings and values that appear on opportunities, and the fourth column names the Developer's product setting that maps to each one.

Contract term settings

Opportunity contract terms	Opportunity contract term value names	Opportunity contract term and value descriptions	Default product contract setting names
Contract length		The minimum contract duration. The opportunity displays the appropriate unit (days, months, years). Contract terms, such as termination fees, might be configured to apply during this period.	Minimum contract duration
Renewal		Whether the contract is renewed and, if so, how.	Autorenew by default after the end of the contract period
	Autorenew (default)	The contract is renewed for the same duration.	Yes/Will renew with contract duration contract
	Month to month	The contract is renewed for one month every month until the customer cancels it.	No/Continue subscription with no contract
	Suspend	The contract is suspended until the end of the grace period, if one is configured, and then canceled.	No/Cancel contract
Cancellation period		The period before the contract ends during which the customer can no longer cancel the contract and the contract renewal configuration applies.	Cancellation period limit
	None (default)	There is no cancellation period for this contract, so the customer can cancel until the contract ends.	null value
	Fixed (days)	The customer must cancel on or before this many days before the end of the contract, or the contract renewal configuration applies.	Number of days entered
Termination fee		The fee charged to the customer when they cancel the contract after the risk free period ends.	Termination fee
None (default)	There is no fee for canceling the contract.	No termination fee
	Fixed	If the customer cancels the contract after the risk free period ends, they are charged this amount.	Flat termination fee
	Percentage	If the customer cancels the contract after the risk free period ends, they are charged this percentage of the remaining contract value.	Percentage of remaining subscription
Risk free period		The period after the contract starts during which no termination fee is charged if the customer cancels.	Grace period
	None (default)	If the customer cancels the contract, they are charged a termination fee.	null value
	Fixed	If the customer cancels the contract within this number of days of the contract start date, they are not charged a termination fee.	Duration entered
Grace period		The period after the contract ends during which customers can resubscribe before their account and data might be deleted.	End of contract grace period
	None (default)	The subscription account and data might be deleted when the contract expires.	Zero value entered
	Infinite	The intent is to save the subscription account and data indefinitely.	null value
	Fixed (days)	The subscription account and data are kept for this duration and then might be deleted.	Duration entered
Contract restrictions		Subscription changes that the customer cannot make during the contract.
	Restrict edition upgrades for subscriptions with active contracts		Block edition upgrades for subscriptions with active contracts.
	Restrict edition downgrades for subscriptions with active contracts		Block edition downgrades for subscriptions with active contracts.
	Restrict switching to shorter contract		Block switch to shorter contract.
	Retain remaining contract duration on plan change		Keep remaining contract duration on plan change.
Contract unit restrictions		Unit changes the customer cannot make during the contract.
	Restrict user from increasing units		Block user from increasing units.
	Restrict user from decreasing units purchased with original contract		Block decreases on units purchased on original contract.
	Restrict user from decreasing units		Block decreases on units purchased for subscriptions with active contracts.

Custom provisioning and billing dates

To customize when services and billing for the services start, users set the Date control settings:

• Request service on date—The date on which the system sends a request to the vendor to ask them to start (provision) the customer's service. (The service activation date might be after the service request date because the vendor might not start the service on the same day that the request is sent.) You cannot edit this setting for add-on products; add-ons inherit parent product Request service on dates. Users select from the following options:
  • Immediate (default): Immediately after a user finalizes the opportunity.
  • Fixed date: The date that the user selects. It must be three or more calendar days after the current date.
• Billing effective on date—The date that the system starts to calculate charges for the service (this date also appears as the Billable start date on purchase orders). When this date results in a partial billing period of service, the system calculates prorated charges. Add-on products inherit parent product Billing effective on dates unless you set custom Billing effective on dates for add-ons. Users select from the following options:
  • Service activation (default): The date that service starts, which is the date on which the vendor activates (provisions) the service. For example: The service request is sent August 14, and the vendor activates the service on August 16. On August 16, immediately after the vendor confirms that service is active, the customer is invoiced for August 16-31.
  • Next billing cycle: The date on which the next billing cycle starts. For example: The service request is sent August 14, and the vendor activates the service on August 16. The next billing cycle starts on September 1. The customer receives free services from August 16-31, the first charges are calculated for September 1-30, and the customer is invoiced for them on September 1.
  • Fixed date: A past or future date that the user selects. When users select a fixed date that results in free service before billing starts (see the future-dated example), the free period overrides any free trials configured for the edition. When users select past fixed dates, billing occurs immediately after users finalize opportunities. Examples:
    • Past-dated example: A past fixed billing effective date of August 1 is selected, the service request is sent August 14, the vendor activates the service on August 16, and the next billing cycle starts September 1. On August 16, immediately after the vendor confirms that service is activated, the customer is invoiced for August 1-31.
    • Future-dated example: A future fixed billing effective date of August 20 is selected, the service request is sent August 14, the vendor activates the service on August 16, and the next billing cycle starts September 1. The customer receives free service from August 16-19, the first charges are calculated for August 20-31, and the customer is invoiced for August 20-31 on August 20.

Microsoft Customer Agreement information

To purchase Microsoft products, Microsoft sometimes requires information for the Microsoft Customer Agreement. Users enter the information including the name of the person who has signing authority to consent to the agreement and the date they gave consent off-platform.

Add-on products

Users can include add-on products on opportunities.

Add-on products (add-ons) complement other products, known as parent products and they can only be purchased with parent products. For example, a database parent product might be offered with a report generation add-on, and the report generation add-on cannot be purchased separately. Add-ons are always optional.

After users add products to opportunities for which add-ons are available, a list of the add-ons appears in the parent product details pane. Users can select one or more of the add-ons.

Users can edit and customize add-on products as they can other products with the following exceptions:

• Provisioning request dates—Users cannot edit Request service on dates for add-ons. Add-ons inherit parent product Request service on dates because parent product provisioning must occur at the same time as or before add-on provisioning.
• Billing effective dates—Add-on products inherit parent product Billing effective on dates unless you set custom Billing effective on dates for add-ons.

Discounts

Discounts that Marketplace Managers configure to automatically apply are applied to qualifying products on opportunities. The discount appears in the product chargeable line items and in the summary in the right pane.

To manually apply discounts to opportunities, users enter one or more discount codes. They are automatically applied to all products for which they are valid.

When users apply more than one code to opportunities, the last code that is valid for a product overrides discounts that were previously applied to the product.

When users apply discounts configured with a maximum number of redemptions and the number of products on the opportunity exceeds the remaining redemptions, the discounts are not applied to any products on the opportunities.

How to customize opportunities

Depending on your role and marketplace configuration, the page elements and editable options referenced in the following procedures might not appear.

To customize opportunities

1. Go to one of the following locations:
   • Manage > Marketplace > Opportunities. All opportunities that you have permission to view appear.
   • Manage > Companies > Company name > Billing. All opportunities that were created for the selected company appear.
   • Manage > Companies > Reseller company name > Assisted sales. For Marketplace Managers, all opportunities that were created by the selected company for its customers appear.
2. Do one of the following, depending on your role:
   • SSRs: Click on an opportunity in Open status.
   • Marketplace Managers: Click an opportunity in Open or Pending Review status.
3. Continue with the following procedures.

To edit Opportunity titles and details

1. In the Details section, click Edit.
2. (Recommended) Edit the Opportunity name. The default name for opportunities is Untitled Opportunity.
3. (Optional) To edit the Purchase effective date, select a date from the drop-down calendar.
   The date you enter is the date on which you estimate the opportunity will be finalized (when customers will approve the purchase). It is for user convenience and reference only. No automated processes reference it. It has no impact on order, subscription, billing, or other dates.
4. More editable fields appear if the vendor requires additional information when customers purchase this product. Enter the information.
5. Click Save.

To manage payment methods

1. Click Edit. If there are saved payment methods for the customer's account, a default badge appears next to the default payment method.
2. (Optional) To view the billing address for a payment method, click the down arrow icon next to a payment method.
3. If more than one payment method type tab appears, click on the payment method type that you want to manage or select as the payment method for this opportunity.
4. The payment method that you select for this opportunity also becomes the customer's default payment method for all future transactions: assisted sales through other opportunities, self-serve checkout purchases, upgrades, and recurring subscription invoices.
5. Do one of the following:
   • To replace a payment method, click Replace.
   • To add a payment method, proceed to the next step.
   • To choose the selected payment method for this purchase, skip the next step.
6. Complete the payment method and billing address fields.
7. Click Save.

To add Microsoft product information

You must fill in all of the required fields before you can finalize an opportunity.

1. In the Product information section, click Edit.
2. Enter the required information. It might include the name of the person with signing authority to consent to the Microsoft Customer Agreement and the date of consent.
3. Click Save.

To add products and add-ons

To perform assisted sales that include domains, email products with domains, or bundles, you cannot use opportunities. Instead, see Buy domains and bundles on behalf of customers.

1. In the Products section, do one of the following:
   • Click in the search field and press Enter to view all products.
   • In the search field, enter a product name.
2. Click the product. The following outcomes occur:
   1. The product is saved to the opportunity.
   2. The product details appear in a product pane.
   3. If add-on products (add-ons) are available for the selected product, an 'Include an Add-on' drop-down list with one or more options appears in the product pane below the pricing details.
3. (Optional) If a product pane displays an Add Add-on drop-down list:
   1. Select an add-on from the drop-down list. The add-on is saved to the opportunity and it appears in a product pane below the parent product.
   2. (Optional) If more add-ons are available, repeat the previous step to select one or more additional add-ons.
4. (Optional) To add more products, repeat this procedure.

To manage shipping addresses

To ship products to a billing address

Do one of the following:

• In the Shipping section, select Same as the billing address to ship products to a billing address.
• Do the following:

1. Click Edit.
2. Select Same as billing address.
3. Click Save.

📝 Note: The customer company is added to the name in the shipping address.

To add and edit shipping addresses

1. In the Shipping section, click Edit.
2. Enter the recipient's name and address.
3. Click Save.

To choose product plans and customize prices

1. Click Edit next to the product that you want to edit. When you add products that have multiple plans to opportunities, a default plan is automatically selected.
2. (Optional) Select a different plan from the Plan drop-down list, which appears when the product has more than one plan. Editable product fields appear if Marketplace Managers configured purchase or subscription custom attributes for the plan. For information about custom attributes, see Create custom attributes.
3. (Optional) Edit the fields above the chargeable line items, such as quantity, if any appear.
4. (Optional) Edit the Unit Selling Price. For more information about prices, see Opportunities pricing.
5. More editable fields appear if the vendor requires additional information when customers purchase this product. Enter the information.
6. Click Save.

To manage custom contract terms and restrictions

1. Click Edit next to the product for which you want to edit a contract.

   If there is no contract or if the default contract applies to the product, the Add custom contract button appears. Proceed to the next step.

   If custom contract terms are defined, the custom contract terms appear. Skip the next step.

2. To add a custom contract or edit default contract terms, click Add custom contract.

3. Edit the contract terms and restrictions:

   • Contract length—The minimum contract duration. Enter a value.
   • Renewal—Whether the contract is renewed and, if so, how. Select one of the following values:
     • Autorenew (default)—The contract is renewed for the same duration.
     • Month to month—The contract is renewed for one month every month until the customer cancels it.
     • Suspend—The contract is suspended until the end of the grace period, if one is configured, and then canceled.
   • Cancellation period—The period before the contract ends during which customers can no longer cancel the contract and it is renewed. Select one of the following values:
     • None (default)—There is no cancellation period for this contract.
     • Fixed (days)—The customer must cancel on or before this many days before the end of the contract, or the contract is renewed. Enter the number of days.
   • Termination fee—The fee charged to the customer when they cancel the contract after the risk free period ends. Select one of the following values:
     • None (default)—There is no fee for canceling the contract.
     • Fixed—If the customer cancels the contract after the risk free period ends, they are charged this amount. Enter the termination fee amount.
     • Percentage—If the customer cancels the contract after the risk free period ends, they are charged this percentage of the remaining contract value. Enter the termination fee percentage.
   • Risk free period—The period after the contract starts during which no termination fee is charged if the customer cancels the contract. Select one of the following values:
     • None (default)—If the customer cancels the contract, they are charged a termination fee.
     • Fixed—If the customer cancels the contract within this number of days after the contract start date, they are not charged a termination fee. Enter the number of days.
   • Grace period—The period after the contract ends during which customers can resubscribe before their account and data might be deleted. Select one of the following values:
     • None (default)—The subscription account and data might be deleted when the contract expires.
     • Infinite—The subscription account and data are permanently saved.
     • Fixed (days)—The subscription account and data are kept for this duration and then might be deleted. Enter the number of days.
   • Contract restrictions—Subscription changes that the customer cannot make during the contract. Select one or more of the following options:
     • Restrict edition upgrades for subscriptions with active contracts.
     • Restrict edition downgrades for subscriptions with active contracts.
     • Restrict switching to shorter contract.
     • Retain remaining contract duration on plan change.
   • Contract unit restrictions—Unit changes the customer cannot make during the contract. These settings are only applicable when units are configured for the product. Select one or more of the following options:
     • Restrict user from increasing units.
     • Restrict user from decreasing units purchased with original contract.
     • Restrict user from decreasing units.

4. (Optional) To delete a custom contract, click Remove custom contract. One of the following outcomes occurs:

   • If there is a Developer-configured default contract for the product, the contract terms reset to the default settings.
   • If there is no Developer-configured default contract for the product, the contract term settings disappear and no contract remains.

5. Click Save.

To customize service provisioning and billing dates

1. To choose the service provisioning request date, click one of the following options:
   • Immediate (default)—Send the vendor the request to start the customer's service when a user finalizes the opportunity.
   • Fixed date—Send the vendor the request to start the customer's service on the date that you select. It must be three or more calendar days after the current date.

The date that the vendor starts the service might be later than the service request date. You cannot edit this setting for add-on products; add-ons inherit the parent product's Request service on date.

2. Click one of the following Billing effective on options to set the date on which billing starts.
   • Service activation (default)—The date that service starts, which is when the vendor provisions the service.
   • Next billing cycle—The date on which the next billing cycle starts.
   • Fixed date—Select a date from the calendar.
     An add-on product inherits the parent product's Billing effective on date unless you set a custom Billing effective on date for the add-on.
3. Click Save.

To apply discounts

1. In the Apply a discount code field in the right summary pane, enter a discount code.
2. Click Apply. A message displays the successfully applied discount and the number of products to which the discount is applied.

To delete discounts

In the right summary pane where discounts are listed, click the X beside the discount you would like to remove. A message displays the successfully removed discount and the number of products to which the discount is applied.