Adobe Buying Programs
VIP How to Order Guide
April 3, 2015
This guide is a reference for
Adobe Internal, Resellers,
and Distributors placing
Value Incentive Plan (VIP)
orders directly with Adobe
through the Adobe
Licensing Website (LWS).
Resellers not purchasing
directly through Adobe
must work with their
Distributor for ordering
instructions.
Contents
VIP How to Order: Quick Overview............................................................................................................................. 2
VIP Program Summary..................................................................................................................................................... 2
VIP Admin and Reseller Consoles
VIP Subscription Dates...................................................................................................................................................... 3
Anniversary Date • Monthly Proration Date • End-of-Month Anniversary Dates
VIP Subscription Term Options..................................................................................................................................... 4
Standard Term • Member Choice Term
VIP License Types................................................................................................................................................................ 4
Named-user license • Device license
VIP Select................................................................................................................................................................................ 5
Discounts through VIP and VIP Select • VIP discount levels • Qualifying—single transaction •
Qualifying—look-back
LWS Orders: Before you Begin....................................................................................................................................... 6
Purchase Authorization or Purchase Order Notification • Before You Begin
LWS: Place a VIP Order..................................................................................................................................................... 7
Create Order • Order processing
LWS: Place a Renewal VIP Order................................................................................................................................... 9
Renewal Period • Full Renewal • Partial Renewal • Full Renewal + Additional Licenses
Returns..................................................................................................................................................................................11
Return Requests • Partial Returns • Approved Returns
Resources.............................................................................................................................................................................12
Adobe Partner Connection Helpdesk
Price Lists and Order Guidelines.................................................................................................................................13
Selecting the Correct Price List • Selecting Worldwide VIP Price lists • Selecting the Correct SKU •
Selecting the Correct Currency • Example Use Cases: Worldwide VIP Orders • European Union &
European Free Trade Association Countries
For Adobe internal and partner use only1
Adobe VIP How to Order Guide: Quick Overview / VIP Program Summary
VIP How to Order: Quick Overview
Order must be processed with Adobe within 30 days
from license deployment date.
30 days
ADD
LICENSES
ENROLL
VIP number and
Anniversary Date Issued
VIP Admin can immediately
add licenses and manage
users in the Admin Console.
Discuss VIP with your
customer. Make sure
the customer doesn't
have an existing VIP
membership.
Create VIP membership
through the Reseller Console
and send official invite.
PLACE
ORDERS
“Licenses Added”
Notification is sent to
Reseller and Admin.
VIP Admin or Reseller
adds licenses.
Customer receives official
invite and accepts VIP
terms and conditions.
Reseller sends PO to
Adobe or Distributor.
Subscription term is
calculated.
VIP Program Summary
The Adobe Value Incentive Plan (VIP) is a subscription-based licensing program that
makes it easy for business, government, and education organizations to purchase,
deploy, and manage Adobe products. For the latest list of products offered through VIP,
see the Buying Programs Comparison Guide for Commercial/Government or Education.
For more information about VIP, please see the VIP Program Guide for Commercial/
Government or Education.*
VIP Admin and Reseller Consoles
There are two administrative portals available for VIP—the member-facing Admin Console and the
sales-facing Reseller Console.
• The Admin Console is the centralized management tool that allows VIP Members to easily add and
administer licenses and monitor storage.
• The Reseller Console is the web-based portal where Resellers invite customers to join VIP, manage
customer accounts, add licenses, and view information about licenses added. For information on how
to manage your organization and customers, see the Reseller Console Help page on Adobe.com.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
*Qualified nonprofit organizations are permitted to purchase through VIP utilizing the Education price list.
For Adobe internal and partner use only2
Adobe VIP How to Order Guide: VIP Subscription Dates
VIP Subscription Dates
Anniversary Date
The Anniversary Date recurs each year on the same calendar date and is automatically calculated as one
year and one month (13 months) from the date the member accepts the VIP terms and conditions.
The Anniversary Date:
• Serves as the date each year when all subscription licenses must be renewed.
• Determines when all licenses purchased throughout the subscription term co-terminate.
• Serves as the basis for any monthly proration calculations.
For example, if ABC Company accepts the VIP terms and conditions on January 16, 2015, the first
anniversary date is February 16, 2016.
VIP members may begin using licenses the day they are added in the Admin or Reseller Console, and all
licenses expire the day prior to the Anniversary Date (See the exceptions listed in End-of-Month
Anniversary Dates).
After the Anniversary Date occurs, and a new subscription term begins, any unpaid licenses with a
“pending” or “overdue” status from the prior subscription term will be prorated and billed to the next
Anniversary Date. Licenses in “suspended” status are removed from the Admin Console once the new
subscription term begins.
Monthly Proration Date
The Monthly Proration Date is the same date of the month as the Anniversary Date and is used to
calculate the cost and duration of licenses added during the subscription term. Since licenses added
during the term are prorated, members pay for the months they’ve had access to the licenses. Regardless
of when licenses are added, the Monthly Proration Date always begins on the same date of the month as
the Anniversary Date. For example, if the Anniversary Date is 1/15/2015, the Monthly Proration Date
would be the 15th of each month.
Adobe does not permit partial-month subscriptions, and the system makes this adjustment to a full
month when you input the PO/PA Number from the Reseller Console into the order in LWS.
Monthly Proration Date examples
Example 1: XYZ Company, which has an upcoming Anniversary Date of February 16, 2016, adds
additional licenses on October 1, 2015. The company’s Monthly Proration Date is the 16th of the month.
Therefore, XYZ Company is charged for 4 months of subscription (October 16, 2015–February 15, 2016).
In this example, the new users have 15 days when they can use the software before the paid period.
Example 2: ABC Company has an Anniversary Date of June 10, 2016 and adds new licenses on
September 10, 2015. The company’s Monthly Proration Date is the 10th. Therefore, ABC Company is
charged for 9 months of subscription (September 10, 2015-June 9, 2016).
End-of-Month Anniversary Dates
If an Anniversary Date falls on the 29th, 30th, or 31st day of a month, then when adding licenses, the
subscription month start date may shift depending upon whether or not a specific month has the same
number of days as the month of the VIP Anniversary Date.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
If VIP start date is…
…then the subscription start date will be…
1– 28
1–28 respectively
29
29 or 1 (if no 29 exists)
30
30 or 1 (if no 30 exists)
31
31 or 1 (if no 31 exists)
For Adobe internal and partner use only3
Adobe VIP How to Order Guide: VIP Subscription Term Options / VIP License Types
VIP Subscription Term Options
New VIPs have two subscription term options: the standard 13-month term, and an extended,
pay-up-front term. All terms default to the Standard Term during the renewal period.
Standard Term
A Standard VIP term is one year and one month (13 months) from the date the member accepts the VIP
terms and conditions. New VIP members may choose this term option, and VIPs up for renewal will
default to this subscription term length.
When initiating the VIP invitation in the Reseller Console, make sure the box “Allow customer to select
their anniversary date” is not checked. After that, no further action is necessary.
Member Choice Term
New VIP enrollments are eligible for
the Member Choice Term option.
VIPs can choose their own
anniversary date and/or an
extended term duration, which they
pay up front for. Any additional
licenses added during the
subscription term will reflect current
price list pricing. For more details on
Member Choice Term, see the
Member Choice Term overview or
Member Choice Term slide deck on
the Adobe Interactive Guide (AIG).
When initiating the VIP invitation in
the Reseller Console, make sure the
box “Allow customer to select their
anniversary date” is checked. After
that, the customer must select the
desired Anniversary Date when completing the VIP enrollment process. All license purchases made
throughout the term will prorate to the designated Anniversary Date and year.
Member Choice Term subscription options:
• Commercial: 13–36 months
• Education & Government: 13–48 months
VIPs with the Member Choice Term will default to the Standard Term during the renewal period.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
VIP License Types
Named-user license
Named-user licenses are designed for use by an individual with an Adobe ID. Adobe requires that any
named user must be an active employee or student at the eligible organization or institution.
Device license
The Adobe Creative Cloud for education device license offering is for use on specific institutionally
owned computers. An Adobe ID is not required. They are ideal for environments such as classrooms and
labs. At this time, device licenses are available only through an Education VIP.
For Adobe internal and partner use only4
Adobe VIP How to Order Guide: VIP Select
VIP Select
Now, there’s a loyalty rewards level for VIP Members who purchase 250 licenses or more in a
subscription term. Eligible VIP Select members benefit from an automatic, assured discount level that
continues the savings offered through transactional discounting.
Discounts* through VIP and VIP Select
All VIP members, even those who purchase fewer than 50 licenses, receive time– and cost-saving administration
benefits. VIP members who purchase 50–249 licenses qualify for transactional discounting—the larger the
quantity per individual transaction, the greater the discount. Members who purchase 250 licenses or more
receive VIP Select status, which means they are assured of receiving a set discount on all purchases, even
small-quantity orders. Members who purchase 1,000 licenses or more qualify for an even larger set discount.
VIP discount levels
1,000+
LICENSES
250-999
LICENSES
Discount Level
License
Quantity
Discount
Type
Membership
Status
4
1,000+
Assured
VIP Select
50-249
LICENSES
1-49
LICENSES
3
250–999
Assured
VIP Select
2
50–249
Transactional
VIP
1
1–49
None
VIP
Qualifying for VIP Select—single transaction
VIPs who purchase a minimum of 250 licenses in a single transaction are eligible for VIP Select. This
process, however, is manual and requires the Reseller to contact Adobe to manually change the VIP
Member’s status to VIP Select.
1. VIP Member places an order for 250+ licenses.
2. Reseller sends the PO to Adobe.
3. Reseller contacts the Adobe Partner Connection Helpdesk to fill out the Manual VIP Select request form.
4. The Adobe Partner Connection Helpdesk submits form to AVLinfo for processing.
5. AVLinfo manually updates the Member’s status in LWS to VIP Select and informs the Adobe Partner
Connection Helpdesk.
6. The Adobe Partner Connection Helpdesk informs Reseller that Member’s VIP status is updated to VIP Select.
7. Any orders placed during the remaining subscription term will receive the assured discount level
based on the Member’s qualifying license quantity.
Please do not process any additional orders until you receive notification that the customer’s status is
changed to VIP Select. Failure to do so will result in the Member receiving the incorrect discount level.
Qualifying for VIP Select—look-back
31 days before the Anniversary Date, Adobe initiates a look-back to determine VIP Select eligibility based
on total licenses purchased during a subscription term. Once qualified, any subsequent orders placed will
automatically receive an assured discount level equivalent to their qualifying license quantity.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
VIP Member’s
Enrollment
Date
VIP Member’s
Anniversary
Date
Look-back
Date
31 days
VIP SELECT LOOK-BACK
* Specific pricing is always set between the reseller and the member.
Renewal Period
Start Date
30 days
31 days before the
Anniversary Date, Adobe
calculates total licenses
purchased during prior
subscription term.
30 days before the
Anniversary Date, eligible
Members receive VIP Select
status and the assured
discount is enabled.
For Adobe internal and partner use only5
Adobe VIP How to Order Guide: LWS Orders
LWS Orders: Before You Begin
All orders with Adobe must be transacted in the local currency for each license order based on the
Deploy-to address. All eligible subsidiaries and divisions may have access to the same discount level
established for the parent organization.
VIP Members with locations in three or more countries may choose to purchase centrally against a single
VIP agreement from a single worldwide reseller. See Selecting Worldwide VIP Price lists for details.
Please contact your regional Adobe Partner Connection Helpdesk team for ordering support.
Purchase Authorization or Purchase Order Notification
Most VIP orders begin in the Admin or Reseller Console. VIP Members may add named-user licenses
through the Admin Console at any time. In addition, the Reseller Console may be used to add
named‑user licenses for the Member. In both instances, a Purchase Authorization (PA) is created.
The PA includes deployment date, deployed products, and End User PO Number. At this time, PAs are
not available for device license orders. Please reference PO when submitting device license orders. Licenses added through the Admin Console are considered deployed, and the member must place an
order within thirty (30) days per the VIP terms and conditions. If Adobe does not receive a PO within 60
days, license use is suspended and the VIP is prohibited from adding licenses until the outstanding PO is
reconciled. The reseller associated with the VIP Membership will receive a notification that a new PA has been
created. Provide the End User PO or PA Number on the order to ensure that the Start Date and End
Date are populated correctly and that the order is marked as “Fulfilled” in the Reseller Console.
Before You Begin
Before you place a VIP order in LWS, make sure you have the following:
c VIP Agreement Number. Located in the Reseller Console under “Customers.” If you do not have
access to the VIP through the Reseller Console, obtain this information from the VIP Member.
c End User PO or PA Number. Always reference the PO or PA number of the order you’re submitting.
Orders entered into LWS without a PO or PA number will automatically pull the first PO or PA
number it finds, potentially causing an inaccurate subscription date.
c Sold-to ID. The organization conducting the VIP transaction.
c Bill-to address. The address where invoices will be sent.
c Payer address. The entity responsible for making the payment (may be different than Bill-to).
c Reseller ID. If applicable.
c Deploy-to/Media ship-to information. The address where licenses will be deployed.
c SKUs, price, and quantity. See Price Lists and Order Guidelines for SKU information.
c Subscription start date. The monthly proration date.
c Payment Method. The member’s payment method.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
For Adobe internal and partner use only6
Adobe VIP How to Order Guide: Place a VIP Order in LWS
LWS: Place a VIP Order
Follow this process to place a VIP order in LWS. Entering order information is operationally the same,
with slight differences between new, mid-term, and renewal orders. New orders will follow the below
instructions exactly. Mid-term orders have a small addition detailed below. Please see the Renewals
section for specific information on renewing VIP licenses.
For new orders: Do not submit named-user and device licenses on the same order.
For renewal orders: Use renewal SKUs. Named-user and device licenses may be submitted on the same
order. Do not submit renewal SKUs and new SKUs on the same order.
For customers with locations in multiple regions: Customers may place a single order with a
worldwide reseller, but the reseller must place one order with Adobe San Jose for any licenses deploying
to North America, and another order with Adobe Ireland for any VIP licenses deploying outside of
North America.
Please note that any deviations from the following will result in a rejected order.
Create Order
Step A: Log in to LWS
1.(http://licensing.adobe.com).
2.Select Create Order from the left-hand navigation bar.
Step B: Select Sold-to
1. Enter the Sold-to ID and select Search.
2. Choose the Partner Agreement associated with Program Type VIP.
Step C: Select VIP Agreement
1. Enter the VIP Member’s VIP Agreement Number and select Search.
2. Click on Agreement Number.
Step D: Enter PO and address information
1. Select the Bill-to from the drop-down menu.
2. Select the Payer from the drop-down menu.
3. Payment Method is automatically populated based on the Partner’s credit terms with Adobe.
4. Enter the End User PO or PA Number in the Sold-to PO field (please do not leave blank).
5. Enter the Reseller PO Number in the Reseller PO field (optional).
6.Add Reseller ID (if applicable). To search for a Reseller ID, click the magnifying glass and enter search
terms. You may use an asterisk as a wild card. To create a new Reseller, select Create New Reseller
after searching. Note: Please ensure that the Reseller you are adding has received the proper authorization
from Adobe before adding them to LWS.
7. Validate the End User Information.
8.Select Continue.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
For Adobe internal and partner use only7
Adobe VIP How to Order Guide: Place a VIP Order in LWS
Step E: Add Ship/Deploy information
1.Add Media Ship-to information by clicking ADD/EDIT.
2. If all licenses are to deploy at the same location, enter Deploy-to information by clicking ADD/EDIT.
From there, select an existing Deploy-to ID, create a new Deploy-to, or edit and existing Deploy-to. Do
not create a duplicate Deploy-to ID.
Note: If you need to add information beyond the proper Deploy-to address, you may enter it in the
Address Line 2 or Address Line 3 fields.
Step F: Enter SKUs and quantities
1. Enter the SKU, quantity, End User PO/PA Number, End User PO/PA Date.
Note: For mid-term VIP orders, carefully review the End User PO/PA Date to ensure it aligns with the
VIP’s Monthly Proration Date. The amount for each line item is calculated based on the Start Date and
the Unit Price.
2.Click Update to populate the Description, Start Date, Unit Price, Amount, Currency, and default
Ship/Deploy information.
3. Update the Ship/Deploy by clicking the icon if licenses are deploying to a location other than
specified above.
4.Click Add More Items if there are more than 10 lines in the order.
5. When complete, select Continue.
Step G: Order Confirmation
1. Carefully review Reseller, End User, and Deploy-to information.
2. Carefully review all Order items.
3.Select Back to make changes.
4.Select Save to process the order later. Select Retrieve Saved Orders from the left-hand navigation bar
on the LWS home page.
5.Select Submit to process the order.
Step H: Order Acknowledgement
1. Make note of the order number, or print this page for your records.
Order Processing
1. Once submitted, orders are sent for credit review.
2. When the order passes credit review, the order status changes to Closed and an invoice is issued.
Invoices are batched to include all orders closed within the previous four hours.
3. The invoice is e-mailed to the contacts who placed the order.
4. After the order is invoiced, the status of the deployment is changed to Fulfilled in the Reseller Console.
5. View the order status at any time by selecting View Order Status from the left-hand navigation bar on
the LWS home page. You will need the Adobe Order Number to continue.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
For Adobe internal and partner use only8
Adobe VIP How to Order Guide: Place a Renewal VIP Order in LWS
Renewal Period
Start Date
31 days
VIP Member’s
Anniversary Renewal Period
End Date
Date
30 days
30 days
New Order
Period
New Order
Period
30 days before the
anniversary date, the
renewal period starts.
Renewals are considered past due
and unpaid licenses are removed.
LWS: Place a Renewal VIP Order
All licenses purchased through VIP need to be processed by the Anniversary Date each year in order to
continue license use. Any licenses for which no renewal order has been placed will be removed if an
order is not received by Adobe. For renewal orders, LWS auto-populates the PO/PA Number, but it may
not be accurate. Please carefully validate this number before submitting the order.
Find the renewal type below and read carefully before following the instructions in LWS: Place a
VIP order.
Renewal Period
Renewal orders can be placed 30 days prior to the Anniversary Date and must be processed by Adobe
on the Anniversary Date. During this time, VIP Members may place their renewal orders through their
desired Reseller.
The Reseller Console will begin notifying you of an upcoming renewal 45 days before the
Member’s Anniversary Date. The Admin Console will begin notifying VIP Admins 90 days before
their Anniversary Date.
Full Renewal
Do not submit renewal SKUs and new SKUs on the same order.
Named-user License and/or Device License
Follow the instructions in LWS: Place a VIP order. When it’s time to enter SKU information, be sure to
enter Renewal SKUs only. Named-user and device license Renewal SKUs may be submitted to Adobe on
the same order.
Partial Renewal
Named-user and/or Device License
The VIP Admin must go to the Admin Console to select licenses to renew.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
For Adobe internal and partner use only9
Adobe VIP How to Order Guide: Place a Renewal VIP Order in LWS
Follow the instructions in LWS: Place a VIP order. When it’s time to enter SKU information, be sure to
enter Renewal SKUs only. The SKU descriptions should match what the VIP Admin has chosen to renew.
Full Renewal + Additional Licenses
Do not submit renewal SKUs and new SKUs on the same order.
Named-user License –or– Device License
You must submit 2 orders to Adobe if the VIP would like to renew all licenses and add additional.
Full Renewal: Follow the instructions in LWS: Place a VIP order. When it’s time to enter SKU information,
be sure to enter Renewal SKUs only.
Additional Licenses: Follow the instructions in LWS: Place a VIP order. When it’s time to enter SKU
information, be sure to enter New SKUs only.
Named-user + Device License
You must submit 2-3 orders to Adobe if the VIP would like to renew all licenses and add new licenses.
Full Renewal: Follow the instructions in LWS: Place a VIP order. When it’s time to enter SKU information,
be sure to enter Renewal SKUs only.
Additional named-user licenses: Follow the instructions in LWS: Place a VIP order. When it’s time to
enter SKU information, be sure to enter named-user New SKUs only. Named-user and device license
New SKUs will not be accepted on the same order to Adobe.
Additional device licenses: Follow the instructions in LWS: Place a VIP order. When it’s time to enter
SKU information, be sure to enter device license New SKUs only. Named-user and device license New
SKUs will not be accepted on the same order to Adobe.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
For Adobe internal and partner use only10
Adobe VIP How to Order Guide: Returns
Returns
VIP returns must comply with the terms of the VIP agreement and your Partner Agreement with Adobe.
VIP orders may not be cancelled prior to invoicing.
VIP Members must request a return within thirty (30) days of the original license order date. Partners can
request a return from Adobe on an invoice up to 75 days after the order invoice date for one of the
following reasons:
• End User Does Not Accept EULA: The customer does not agree with the terms and conditions of the
End User License Agreement (EULA.)
• Wrong Platform, Product, Quantity, or Language: The wrong product, platform, quantity, or
language was delivered to the customer. (This also covers cases where Adobe correctly ships the item
listed on the partner’s Purchase Order, but this information does not match what the customer
ordered.)
• Duplicate Order: The customer receives a duplicate shipment or duplicate invoice (due to a duplicate
Purchase Order from the customer or reseller.)
• Order Cancelled: The customer cancels the order after the invoice is issued.
• Wrong Company/End User: The wrong end user information was included on the order.
Return Requests
1.Select Request Return from the left-hand navigation bar on the LWS home page.
2. Select the Sold-to ID for return.
3.Enter Order Number, Sold-to PO Number, or VIP Agreement Number. Click Search.
4. Select the Adobe Order Number you wish to return.
5. Select a Reason for Return from the drop-down menu.
6. For any return other than EULA Returns or Cancellations, enter the Replacement Order Number.
7.Select Full Return.
8. Review return details. If correct, select Submit.
9. Save the Return Acknowledgement page for future reference, as it includes the RMA Number.
10.View the order status at any time by selecting View Return Status from the left-hand navigation bar
on the LWS home page. You will need the RMA Number to continue.
11. Select the return that you want to view.
12.The View Return Status page provides the details of the return request and indicates the reason for
any open return.
13.Open returns are on hold for various reasons, e.g. waiting for Adobe Order Management approval.
14.When Adobe Order Management approves the return, the status changes to Closed and a credit is
issued to your account.
Partial Returns
VIP customers may return an order provided that all seats on the order are returned. Partial returns are
not allowed on VIP orders. Only licenses that are not currently in use may be returned.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
Approved Returns
Adobe authorizes the return by issuing a Return Materials Authorization (RMA) number to the partner.
All returns must be authorized by Adobe and must comply with the terms & conditions of your Partner
Agreement with Adobe. After Adobe issues the RMA number, Adobe Order Management will review the
return request. If it is approved, the status of the return will be changed to Closed. A Letter of Destruction
is not required for VIP orders.
For Adobe internal and partner use only11
Adobe VIP How to Order Guide: Resources
Resources
VIP Program Guide Commercial & Government
Reseller Console Help
VIP Program Guide Education
VIP Calculator
Adobe Buying Programs on the Adobe Interactive
Guide (AIG)
Running Reports in LWS
Adobe Partner Connection Portal
Adobe Partner Connection Helpdesk
The Adobe Partner Connection helpdesk team supports partners on the Adobe Partner Connection
Program, as well an pre or post-sales support questions related to selling Adobe products. Use the table
below to contact your regional team with any questions.
Region
APAC
EMEA
Email
[email protected]
[email protected]
Language support
English
English, French, Italian German, Spanish
Supporting hours
8.00am to 5.00pm (local coverage) Monday - Friday
Australia: 1 800615210
New Zealand: 800521499
India: 0008004401752
Indonesia: 001803447405
Philippines: 180014410441
Thailand: 18004418847
Phone
Malaysia: 1-300-80-0028
Singapore: 8004481641
China – 108007440440
(all countries in EMEA): +44 (0)20 7365 0734
UK Toll free number – 0800 783 6954
France Toll free number - 0805 540 199
Germany Toll free number - 0800 664 7893
HK – (Toll)30714923
TW - 0800666537
Korea- 080-951-0880
Rest of APAC: +65 66221458
Region
NA
LATAM
Email
[email protected]
[email protected]
Language support
English
Spanish, Portuguese, English
Supporting hours
8.00am to 5.00pm (local coverage) Monday - Friday
All countries in LATAM - 408- 916-9610
Argentina 0-800-444-0290
Brazil 0800 8921704
Phone
Toll Free - 866-847-9853
Caribbean +1-206-675-6100
Toll - 408-352-9229
Chile 1230-020-0109
Colombia 01-800-5-1-80102
Costa Rica 0-800-011-0910
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
México 001-800-249-1039
Peru 0-800-77989
For Adobe internal and partner use only12
Adobe VIP How to Order Guide: Price Lists and Order Guidelines
Price Lists and Order Guidelines
All price lists can be found on the Adobe Partner Connection Portal.
Selecting the Correct Price List
The following customer details will help determine the appropriate price list:
• Deploy-to address: indicates region
• Market segment: Commercial, Government, Education. For Nonprofit VIP orders, use the Education
price list
•Currency
Selecting Worldwide VIP Price Lists
Worldwide price lists are designated to resellers purchasing on behalf of a VIP Member with locations in
three or more countries. Each region has a designated worldwide price list which includes all relevant
SKUs for all languages and products supported through VIP. Use your customer’s Deploy-to address to
determine the correct Worldwide VIP price list.
Example
You are ordering a German-language SKU for an End User located in Russia.
Because the End User is deploying to Eastern Europe, the required currency is USD.
Deploy-to Region (Country)
Worldwide VIP Price List
Language
NA USD VIP
Universal English, French Canadian,
North American Spanish
USD Worldwide VIP
All other languages
USD Worldwide VIP
All languages
EURO Worldwide VIP
All languages
GBP Worldwide VIP
English
Rest of Europe – All Non-EU/EFTA
countries in Eastern Europe,
USD Worldwide VIP
All languages
Middle East, Africa2
USD Worldwide VIP
All languages
Asia Pacific Region (China, Hong Kong,
Korea, Taiwan, Southeast Asia, I
ndia/Sri Lanka)
USD Worldwide VIP
*Note: Simplified Chinese available
for use in China only.
Australia/New Zealand
AUD Worldwide VIP
All languages
Japan
Yen Worldwide VIP
All languages
US, Canada
Latin America – Mexico, Central and
South America, and the Caribbean
Europe—EU and EFTA1
All languages*
1
See EU and EFTA Countries.
2
Middle East and Africa – excludes any embargoed countries, as defined by the US State Department.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
For Adobe internal and partner use only13
Adobe VIP How to Order Guide: Price Lists and Order Guidelines
Selecting the Correct SKU
After you’ve determined the correct price list, choose the appropriate SKU based on the language your
customer needs.
North American Language SKUs
The North American language SKUs (Universal English, French Canadian, and North American Spanish)
only appear on the regional North America VIP price lists.
SKUs outside North America
Licenses deploying to regions outside of North America require different language SKUs and should be
used only for orders deploying outside of North America. These SKUs are indicated on the price lists by
the following language codes:
Language
Description
Price List Language Code
English
International English
UE
French
French
FC
Spanish
Spanish
E (for Western Europe)
Spanish
Spanish
LAS (for Latin America)
These SKU requirements are in place to comply with regulations governing Adobe’s tax structure and
international tax laws and have no effect on the licenses delivered.
Selecting the Correct Currency
The following table provides examples of commonly confused Deploy-to, Currency, and Language SKU
combinations.
Deploy-to Country
Currency
Language
Price List Language Code
US
USD
English
UE
UK
EURO/GBP*
English
IE
Australia/New Zealand
AUD
English
IE
US/Canada
USD
French
FC
Japan
YEN
English
IE
France
EURO
French
F
Germany
EURO
French
F
Spain
EURO
Spanish
E
US
USD
Spanish
NAS
Mexico
USD
Spanish
NAS
Argentina
USD
Spanish
LAS
*Please refer to GBP ordering guidelines posted on the Adobe Partner Connection Portal.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
For Adobe internal and partner use only14
Adobe VIP How to Order Guide: Price Lists and Order Guidelines
Example Use Cases: Worldwide VIP Orders
A customer with locations in multiple regions may place a single order with their worldwide reseller, but
the reseller must place two orders with Adobe—one with Adobe San Jose for VIP subscriptions
deploying to North America, and another with Adobe Ireland for VIP subscriptions deploying outside of
North America.
Example 1:
Customer needs French licenses for an office in Japan. The order is placed with a worldwide reseller in
the US.
Deploy-to address
Japan
Currency
Yen
Price list
WW VIP Yen
Language Code for Licenses
F
Adobe entity with whom to place the order
Adobe Ireland
Example 2:
Customer in Canada needs French licenses. The order is placed with a worldwide reseller in Canada.
Deploy-to address
Canada
Currency
USD
Price list
NA VIP USD
Language Code for Licenses
FC
Adobe entity with whom to place the order
Adobe San Jose
Example 3:
Customer needs English licenses for an office in the US. The order is placed with a worldwide reseller in
the UK.
Jump to other sections:
VIP How to Order: Quick Overview
VIP Program Summary
VIP Subscription Dates
VIP Subscription Term Options
VIP License Types
VIP Select
LWS Orders: Before you Begin
LWS: Place a VIP Order
LWS: Place a Renewal VIP Order
Returns
Resources
Price Lists and Order Guidelines
Adobe Systems Incorporated
345 Park Avenue
San Jose, CA 95110-2704
USA
www.adobe.com
Deploy-to address
US
Currency
USD
Price list
NA VIP USD
Language Code for Licenses
UE
Adobe entity with whom to place the order
Adobe San Jose
European Union & European Free Trade Association Countries
The following EU and EFTA countries conducting a worldwide VIP order purchase in EURO or GBP using
the EURO/GBP Worldwide VIP price list – All languages.
EU:Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,
Germany, Greece , Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands,
Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and United Kingdom
EFTA: Iceland, Liechtenstein, Norway and Switzerland
All other countries in Europe, including the EU candidate countries, Turkey, and the Former Yugoslav
Republic of Macedonia, must purchase in USD using the USD Worldwide VIP price list—All other languages.
Adobe, the Adobe logo, and Creative Cloud are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries.
All other trademarks are the property of their respective owners.
© 2015 Adobe Systems Incorporated. All rights reserved.
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