If you need to correct a sales order, such as make an update to a renewal, fix incorrect payment agreements, or adjust billing, you have a reprocessing request. Reprocessing requests can be initiated by your Samsara account representative.
Once a reprocessing request is initiated, you may be required to provide serial numbers, as well as a net new signature on an order form for the corrected invoices. A new signature is required for the corrected devices, and once complete, your original order will be voided and refunded or a credit will be issued.
Reprocessing can take up to 90 days to complete, depending on the nature of your request. If you accrue or have any outstanding balance with Samsara, it will still be due until the reprocessing request has been completed.
All reprocessing requests are subject to review by multiple Samsara teams. Some approved reasons can be rejected based on context.
The following lists are examples of commonly approved and rejected reprocessing reasons and are not exhaustive:
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Approved Reprocessing Reasons
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Order was co-termed to the incorrect contract
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Incorrect discounts were applied
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Order was processed under incorrect payment terms due to internal error
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Units were sold to the wrong account
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Need to consolidate billing with merged or split Samsara dashboards
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Rejected Reprocessing Reasons
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Swapping units between accounts as outlined in Section 4 of Samsara Terms of Service
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Changing payment terms
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Any opportunities involving Third Party Financing
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Downsizing license counts
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Purchasing units from another Samsara customer
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Payment negotiations outside of first purchase for discount or payment terms
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To open a reprocessing request, please reach out to your Samsara account representative.
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