Sales FAQ
What forms of payments do you accept?
We accept payment by credit card only (Visa, MasterCard, or American Express) for site plans and
Partner plans.
How does billing work for customer sites, and who is responsible?
It's entirely up to you how billing should work. Some Partners do not want the hassle of billing
customers. In those cases, when you upgrade the site you can choose for Adobe Business Catalyst to
have the billing relationship with your customer. In this scenario your customer will be aware of Adobe's
role since the customer will receive invoices with the Adobe brand on it, charged at the scheduled rate.
You will need to obtain the customer's credit card details before upgrading the customer from a trial site
to a paid site.
Alternately, you can have the billing relationship with your customer. You will be billed at the scheduled
rate for each site and will be solely responsible for any billing and collection of payments between you
and your customer. Premium partners will have access to some great tools to help manage customer
billing, including the ability to set up consolidated billing for your customer sites.
Can I mark up the Business Catalyst prices?
Yes, if you bill the customer directly. It is highly recommended that if you markup pricing, you provide
value-added services on top of platform hosting.
Can I upgrade a Partner plan from Standard to Premium?
Of course. In this case you would only pay the $1000 price difference between the two plans.
How do I redeem my commissions?
 A 20% commission accrues to Standard and Premium partners on hosting sales. For more
information, refer to the buying guide.
 A 10% override commission accrues to Standard and Premium partners on hosting sales of referred
Standard and Premium partners.
 Commissions may be redeemed and paid into your PayPal account once the balance of a given
currency that you earn commission in reaches the value of US$500 or more.
I've redeemed my commission, how long does it take before I receive it?
For more information on how our commissions work please refer to the Adobe Business Catalyst
Knowledgebase article:
http://kb.worldsecuresystems.com/877/cpsid_87759.html#main_Business_Catalyst_Commission_Paym
ents
Do you offer any payment plan options on the Partner sign-up fee?
No. A payment plan option is not available for the Partner sign-up fee.
Once I have signed up as a Partner and paid my fee, can I cancel my Partner
sign-up and get a refund at any time?
No. The Partner sign-up fee is not refundable once it has been processed and your included Partner site
and Partner portal have been activated.
Is there a cost to set up a customer trial site?
There is no cost for trial sites. As a Free, Standard or Premium partner, you may create as many trial
sites as you need. It can often be effective to create trial sites when presenting the Adobe Business
Catalyst solution to new prospects. You pay only when you decide to upgrade to a paid site.
Can I upgrade a client site?
Of course. If you chose yearly or 2 year billing, we will only charge the price difference between the two
plans for the remaining time until the next invoice date.
In case you decide to downgrade a site, the price difference paid in advance will not be refunded.
What extras can I add to a site?
You can add additional users/email accounts, disk space, SMS, and extra newsletters. Purchasing any of
these extras is done via the Partner portal > Clients tab > System Usage. All extras purchased are set up
on recurring billing, with the exception of extra newsletter credits purchased on a one-time basis and
valid for use up to 12 months from the date of purchase. To view a list of extras, please see the pricing
guide.
Can I transfer hosting fees from one site to another site?
If you have a site which has been upgraded from trial to live & is being billed, the invoicing from this site
is not transferable to another site if this initial site is no longer required. In this case you would need to
cancel this site via your Partner Portal. We confirm that any paid invoices for this cancelled site are not
available as a refund, credit or transfer to another site.
This policy also applies to any new trial site that has been built to replace an existing client site on the
Business Catalyst platform. Once again the invoicing is not transferable between sites whether it is the
same site for the same client or a totally different site. In this case you would need to cancel this site via
your Partner Portal and upgrade the new site to live as required. This policy applies both for sites setup
on monthly or annual billing.
Therefore, the procedure would be for you to backup your existing paid site, & upload the new trial site,
into the paid site that you currently have.
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Can I put a site on hold?
Business Catalyst cannot pause a paid site for a period of time and then resume its activity at a later
date. Both paid and trial sites take up resources and for this reason we cannot keep sites on hold for
resumption at a future date. If you want to pause a site due to unpaid fees to you by your client, as the
Partner you have a number of options available to you.
1. You can remove the user/s of a site and add them once more when you have received their payment.
However, please note that if the user is using our POP email removing a user will delete their email
account. Before you proceed with this we recommend that you back up their email account.
2. You can change the start page that their domain is pointing to. You can do this under Start Page >
Website > Web Pages > Uncheck the Enabled check box > Save & Publish
3. Finally, you could change the permission of the user/s so that they do not have access to the
Webpages.
Since pausing a site is not possible and it's likely that you will require your site again in the future you
might consider downgrading it to lower cost plan in order to avoid permanent deletion of the site
(please keep in mind that data and functionality from a site on a plan higher is lost once the plan is
downgraded to a lower plan).
Does Adobe take a portion of my client's online sales?
No. Adobe does not take any portion of your client's online sales. However, the payment gateway or
bank may charge a fee to process payments.
Can I cancel a paid site at any time?
Yes, as long as all invoices are up to date with payments, you may cancel a site and no further billing will
occur.
Will a payment be refunded if I cancel a site?
Please note we do not provide refunds or credits for the following: Incorrect billing frequency chosen (e.g. Annual instead of Monthly)
 Incorrect site upgraded from Trial to Live
 Site now not ready to go Live
 Site now needs to be canceled
 Wrong site plan chosen
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