Supervising SaaS Products

Precautions

• If the service supervision process of an order is not complete, the order is in the Processing state. The order status will change to Completed 3 hours after the customer confirms to accept the product.
• The bill for a SaaS product transaction is generated based on the service flow status. If the service flow of a transaction is completed, the bill for the transaction will be automatically generated in the next billing cycle.
• If a customer purchases a yearly/monthly SaaS product that involves service supervision, the start time of product usage is the time when the customer accepts the product.

  For example, if a customer purchased a yearly product for one year, paid the order on January 1, 2020, and accepted the product on March 1, 2020, the start time of product usage is March 1, 2020, and the validity period is one year.

Overall Process

You can perform the following operations:

1. After receiving a request from a customer, view the request details in the Seller Console and accept or reject the request.
2. Deliver and provision the product after accepting the request.
3. Update the service flow status after the product is delivered.

If the customer has not updated the service flow status for more than five days, the customer has rejected the product you deliver three times, or you have rejected customer requests three times, you can initiate an appeal. For details, see Appeal.

Procedure

1. Go to the Seller Console.
2. In the navigation pane, choose Transaction Management > Service Supervision.
3. Set search criteria, and click Confirm the request in the Operation column of the row containing the target transaction record.

   

4. Accept the request of the customer.
   1. View the request details. If the request is reasonable, click Accept request.

      

      

      If the request is not reasonable, you can reject it to the customer for modification.

   2. In the displayed dialog box, click OK.

      

5. Deliver and provision the product, update the service flow status, and wait for the customer to accept the product.
   1. On the page for delivering and provisioning the product, enter the service result, upload the deliverables, and click Deliver service.

      

   2. In the displayed dialog box, click OK.
      

      

      After the customer accepts the product, the transaction is completed.

Appeal

• During service supervision, if a customer has not updated the service flow status for more than five days, you can initiate an appeal.
• If you have rejected customer requests three times, or a customer has rejected a product you deliver three times, you can initiate an appeal.
• During service supervision, if an appeal is initiated by you or a customer, the service flow will be frozen and the operations manager will handle the appeal. You and the customer cannot perform any operations until the appeal is handled.