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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 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.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-28 UTC."],[],[],null,["# Request customer entitlement transfers\n\nIf you've\n[turned on reselling](/marketplace/docs/partners/resell/set-up-reselling) for\nyour Cloud Marketplace products, you might see requests from your customers\nto transfer their orders of your products in one of the following ways:\n\n- Changing which Cloud Billing account they're using for an active order.\n\n- Changing an active order with a reseller into a direct order from you.\n\n- Changing an active direct order to go through a reseller.\n\n- Changing which reseller an active order goes through.\n\nFor a customer's entitlement transfer request to succeed, it must be approved by\nall of the following parties:\n\n- The **customer** who's requesting the entitlement transfer.\n\n- **You**, the independent software vendor (ISV) selling your products through\n Cloud Marketplace.\n\n- Any involved **reseller**.\n\nOverview\n--------\n\nThe following sequence describes how a customer entitlement transfer request\nworks:\n\n1. Your customer tells you that they want to transfer an order in one of the\n following ways:\n\n - Changing an active direct order to go through a reseller.\n\n - Changing an active order with a reseller into a direct order from you.\n\n - Changing which reseller an active order goes through.\n\n - Changing which Cloud Billing account they're using for an active\n order.\n\n2. After you've decided to approve your customer's request, you\n [use Partner Support Desk to request an entitlement transfer](#request-transfer)\n for your customer.\n\n3. Google processes the entitlement transfer request internally.\n\n4. Google sends emails confirming details of the entitlement transfer to all\n involved parties.\n\n5. Each involved party responds to the email to\n [approve the entitlement transfer](#approve-transfer).\n\n6. After all involved parties have approved the entitlement transfer, Google\n completes processing the transfer, moving the entitlements as requested.\n\n7. After the entitlement transfer is complete, Google sends you an email to let\n you know that the transfer completed successfully.\n\nRequest an entitlement transfer for your customer\n-------------------------------------------------\n\nAfter you've received a request from a customer for an entitlement transfer, and\nyou've decided to approve the request, complete the following steps:\n\n1. Visit the **Overview** page of Producer Portal.\n\n2. In the **Overview** page, click **Contact Marketplace support** to visit\n Partner Support Desk.\n\n3. Under **Summarize your issue**, in the field, enter a summary of your\n request.\n\n4. Click to select **Entitlement transfer - Google Cloud Marketplace**.\n\n5. From the list of products that appears, select **Google Cloud**.\n\n6. In the field that appears, add a detailed description of your customer's\n request. Your description must include the following information:\n\n - The **company name** of the customer requesting the entitlement transfer.\n\n - The **entitlement ID** for the customer's currently active entitlement.\n\n - The **offer ID** for the customer's currently active order.\n\n - The **Cloud Billing account ID** that Cloud Marketplace is\n using for the customer's currently active order.\n\n - The **Cloud Billing account ID** that the customer wants\n Cloud Marketplace to transfer their order to.\n\n Click **Next**.\n7. In the **Partner company reporting issue** field, select the most relevant\n name that you see.\n\n8. Add the names and emails of any contacts that you want to keep updated on\n your request.\n\n9. Click **Submit**.\n\nIf you don't include all of the necessary information in your initial request,\nGoogle might contact you to request remaining details.\n\nApprove an entitlement transfer for a customer\n----------------------------------------------\n\nAfter Google processes the customer's entitlement transfer request, Google sends\nyou an email confirming details of the entitlement transfer and requesting that\nyou reply to the email to approve the transfer. For the transfer to proceed, you\nmust reply to the email with your approval of the transfer request.\n\nAfter all of the entities involved have replied to approve the transfer, the\ntransfer proceeds."]]
