Why are my credits not available for assignment to a customer?

Products

• CloudHealth

Issue/Introduction

Credits will not show up in the Credit Pinning tool due to the account associated to the credit not being assigned to a customer or if the credit in the description is not recognized.  Here's how you can check: 

Within the platform, you’re able to assign credits to your customers via the Credit Pinning tool. You can navigate to the tool via the tabs: Partner > Partner Billing > Assign Credits.

 

From the table on the left-hand side, you’re able to select from a list of available credits and assign these to the customer to which they belong.

A credit will not appear on the list of available credits because the credit line item description is currently not recognized by the platform.

In this case, you will need to submit a ticket to Technical Support with the details of the credit and, if possible, the line item description. Technical Support will then whitelist this credit so that we may pick it up when reading the bills.

A credit will also not appear on the list of available credits if the account that the credit belongs to has not been assigned to one of your customers.

In this case, you may wish to create a Partner Billing Rule in order to create a one-off credit that you could assign to your customer in place of using the Credit Pinning tool.