Customer Billing via Salesforce Partner Community on Behalf of a Partner

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This Documentation describes how to enable the option of billing Customer via Salesforce Partner Community on Partner behalf.

Created: August 2024

Updated: July 2026

Permalink: https://wildix.atlassian.net/wiki/x/AYDQKw

1 Introduction
2 Activate Billing on Behalf
- 2.1 Upload BoB Logo
- 2.2 How to update sales prices after activation
- 2.3 Split Invoices
3 Invoicing Overview
- 3.1 Invoice Details
- 3.2 Invoice Items
- 3.3 Proration
- 3.4 Taxes
- 3.5 Payment Link and Invoice Download
- 3.6 Payment Section
4 Invoice Payment Process
- 4.1 How to Pay Invoices
- 4.2 Auto-Payment
5 Partner Settlement and Credit Notes
- 5.1 Overdue Invoice Notifications and Service Suspension
6 Billing on Behalf Reports
7 FAQ

Introduction

There is possibility to enable the option of billing Customer via Salesforce Partner Community on behalf of a Partner. The option automates billing, manages subscriptions and invoices, and streamlines the overall invoicing cycle.

Note: Currently, this option is available for US Partners only.

Note: Effective April 1, 2026, the Billing on Behalf (BoB) model will be mandatory for all applicable US end-customer telecom/voice services, unless the Partner is properly registered and compliant for US telecom/voice resale and provides valid proof or qualifies for a non-telecom service scenario.

All US Partners are required to submit their compliance status through the designated confirmation form by April 1, 2026.

Activate Billing on Behalf

Billing on Behalf (BoB) should be activated manually for each Customer that needs to be on the Billing on Behalf model. Partners can enable it directly from the Customer Account in the Salesforce Partner Community.

Open the necessary Customer's account profile in Salesforce Partner Community
Click the button Billing on Behalf Activation on the right:

Choose the start date (BoB can begin from the next billing period only) and specify the Billing Email address used for invoice delivery:

Note: Billing on behalf can be activated starting from the next month.

Review and confirm the Billing and Shipping addresses:

Note: Please make sure billing addresses are correct. They are used for tax calculation through SureTax.

Review the customer’s subscriptions. Select subscriptions only if you need to update the end-customer sales price.
Quantity changes must be handled through a change order.

On the next screen(s) you can set the start date and price for the items selected in the previous step. The subscriptions are displayed one by one. Once you set date and price for one subscription, click Next and repeat the steps for other products:

Review the subscriptions list, tick the checkbox next to “I have read and agree to the “Wildix Inc Terms of Service” and click Confirm to complete the activation:

Billing on behalf gets successfully activated:

Upload BoB Logo

To upload logo, click Upload Logo for BOB on the Account page after Billing on Behalf activation:

Upload the file in .png format and click Next:

How to update sales prices after activation

If you need to modify end-customer sales prices after Billing on Behalf has been activated:

Navigate to the DealHub Subscriptions section and click on it:

DealHub Subscriptions page opens. Choose the necessary subscription:

On the Subscription page, navigate to Product Information and click on the pencil (edit) icon in the Sales Price field:

Edit the Sales price directly from the subscription layout and click Save to apply the changes:

Note: The new sales price gets applied starting from the next invoice cycle. The updated price applies starting from the next issued invoice and is not applied retroactively to previously generated invoices.

Split Invoices

If needed, you can split invoices, so that different locations receive a separate invoice. Check out the documentation for details and instructions: How to Split Invoices for Billing on Behalf.

Invoicing Overview

When Billing on Behalf is enabled, invoices for the end customer are issued at the beginning of each billing period, based on the customer’s billing frequency (monthly / yearly / 5 years), and sent by email to the end customer, with the Partner included in copy.

Note: Invoices are not generated on a fixed calendar day but are typically issued within the first three to four business days of the billing period. Any exceptions or delays will be communicated in advance, when applicable.

Invoice Details

Invoices can be accessed from the dedicated Invoices section within the relevant Customer Account page in the Salesforce Partner Community:

By selecting View All, you can see the complete list of invoices for a customer. The list includes key information such as:

Invoice number
Invoice date / due date
Payment status (unpaid, paid, pending, overdue)
Amount: Tax amount and Total amount

Selecting an invoice opens the Invoice details page, where you can view the full billing details together with related information, including:

Invoice Items
Taxes
Payments
Links and PDF

Invoice Items

The Invoice Line Items section displays the detailed breakdown of products and services included in the invoice.

For each line item, the following information is available:

product name
billing period (start/end date)
quantity
unit price
item amount

This section provides full transparency on how the total invoice amount is calculated.

Proration

When a subscription quantity changes during a billing period (for example, through a change order), the invoice may include multiple prorated line items to correctly reflect the billing adjustment.

In this scenario, the invoice typically shows:

the standard charge for the full billing period using the previous total quantity
an additional prorated charge representing the newly added quantity starting from the effective change date
a prorated credit (negative line) removing the portion of the previous billing that should not be charged for the days before the change took effect

This mechanism ensures that the customer is billed only for the exact service usage over time, even when subscription quantities change within the month.

All prorated adjustments are visible in the Invoice Line Items and are included in the final invoice total.

Important: Please note the invoicing timing for new additions. We invoice in advance for the upcoming month, but the invoice only includes new products or quantity changes added up until the end of the previous month.

Example 1:
If you add a new product on March 20th, the April invoice will include the prorated charge for the remaining days of March, plus the full standard charge for April.
Example 2:
If you add a new product on April 1st or mid-month (e.g., April 15th), it will not appear on the April invoice. Instead, it will be billed in the May invoice, which will include the prorated charge for April plus the full charge for May.

Taxes

The Invoice Taxes section displays the taxes applied to the invoice based on the customer’s billing and shipping address and the applicable regulatory requirements.

Tax calculation is performed through SureTax, which determines the correct tax treatment according to:

customer location and jurisdiction
service type and telecom classification
tax exemption status, if applicable

Note: For guidance on requesting or validating tax-exempt status, check to the documentation: How to Set Tax Exemption Status.

Any applicable taxes are shown as part of the invoice and contribute to the final total amount due.

Payment Link and Invoice Download

The Payment Link provides allows to complete the invoice payment:

To download the invoice, use the Download Invoice button on the Invoice page:

Payment Section

Once the invoice has been paid by the end customer, the Payment Status field on the Invoice is updated to Paid, and the related payment details are available in the Payment Items section of the Invoice page.

By selecting a payment record, the corresponding Payment page opens, displaying such details as:

payment method
payment date
payment amount
other relevant payment information

Depending on the payment method (for example, bank transfer), confirmation may require several business days. If the payment status is Pending, it means the payment process has been initiated but not yet completed.

Invoice Payment Process

How to Pay Invoices

Invoices are sent by email to the Billing Email addresses defined on the Customer account page. To complete the payment, select Pay Now in the invoice email and follow the payment instructions provided.

Customers will be redirected to a secure payment page where they can choose the payment method and follow the instructions to finalize the transaction.

After a payment is successfully completed, the end customer receives a payment confirmation email.

Note: When more than one invoice exists for the same customer, the payment link behavior depends on the overdue balance:

If an overdue amount is present, the payment link first displays only the total overdue balance.
After the overdue balance is settled, the payment link may then allow payment of remaining due invoices that are not yet overdue.

This approach ensures that past-due invoices are prioritized before newer outstanding invoices.

Auto-Payment

The payment confirmation email includes a link that allows the end customer to activate Automatic Payments (auto-withdrawal) for future invoices.

When AutoPay is enabled, upcoming invoices are paid automatically using the selected payment method, without requiring manual action. AutoPay charges are processed on the penultimate calendar day of the month.

To activate AutoPay, open the link provided in the confirmation email and follow the on-screen instructions:

You can see if auto-payment has been enabled in the Billing on Behalf Information section on Account page:

Partner Settlement and Credit Notes

Amounts paid by end customers under the Billing on Behalf model are recognized in favor of the Partner through a credit note issued to the Partner. The credit note is generated after the corresponding customer payment is successfully received, and the Partner is notified via email confirmation:

Partners can access and review credit notes directly within WMP → Account Balance page:

The payout procedure involves monthly credit balance calculation by Wildix Finance / Accounting. Once your partner balance reaches $0, you will be paid via ACH any remaining balance on the first business day of the following month, with Partners notified via email from no-reply@revolut.com. Please fill out this Google Form for Billing on Behalf payout signup.

Overdue Invoice Notifications and Service Suspension

If an invoice becomes overdue, both the End Customer and the Partner receive email reminders according to the following schedule:

5 days after the due date – first reminder
10 days after the due date – second reminder
15 days after the due date – third reminder
25 days after the due date – final payment reminder

If the invoice remains unpaid:

30 days after the due date – a notification is sent informing that the service will be suspended in 5 days
35 days after the due date – the service is suspended

Important: Please note that Wildix does not automatically suspend Customer services. While the system sends automated notifications informing the Customer that the service will be suspended, the actual suspension is not executed by Wildix automatically.
The decision to suspend a Customer’s service remains at the Partner's discretion. If a Partner wishes to proceed with the suspension, they must open a Customer Care ticket to request it.

Billing on Behalf Reports

Invoice-related reports for Billing on Behalf are available in the Billing on Behalf Invoices report folder within the Salesforce Partner Community.

Open the Billing on Behalf Invoices folder to access the full list of available reports and select the report relevant to your needs:

This folder contains multiple reports that provide visibility into:

overdue invoices
invoices by payment status
completed and pending payments
invoices associated with recorded payments

FAQ

When are Billing on Behalf invoices issued?

Invoices are typically issued within the first three to four business days of the billing period, based on the customer’s billing frequency (monthly or yearly). Any exceptions or delays are communicated when applicable.

When is AutoPay charged?

For Billing on Behalf (BoB) invoices, AutoPay is processed on the penultimate calendar day of the month. After each successful automatic payment, the payor receives an email confirmation of the charge.

How can AutoPay be disabled?

After a successful payment, the end customer receives a payment confirmation email containing links to both activate and disable Automatic Payments (AutoPay). To manage AutoPay, the end customer should follow the instructions provided in this email.

If additional assistance is required, submit a Customer Care ticket under the Billing category.

How can a Partner request tax-exempt status for an end customer?

If an end customer qualifies for tax-exempt status, the Partner must submit a Customer Care case using the Tax Exemption case type and attach the required supporting documentation. Customer Care will review the request and, if approved, will update the customer account with the appropriate tax-exempt status, which will then be applied to future invoices.

For detailed instructions and documentation requirements, please refer to the dedicated Tax Exemption Guide available here.

Can end-customer sales prices be changed after BoB activation?

Yes. Sales prices can be updated directly on the subscription record. The updated price applies from the next issued invoice and is not retroactive.

Is it possible to add non-Wildix items to the monthly BoB invoice?

Yes, if it is an already active customer, you can create a Change Order and add in the Additional Configuration field of the Quote, choose the option Miscellaneous items. Then, add the necessary items in the Miscellaneous items section and proceed with the order confirmation (see more details in the documentation Change Order and Fast Change Order Process in SFPC).

What should a Partner do if an invoice contains an error?

If a Partner identifies a potential error in an invoice, a Customer Care ticket must be submitted under the Billing category, including all relevant details and supporting information.

Customer Care will review the request and, if the error is confirmed, will apply the appropriate correction, which may include issuing a credit note and/or generating an updated invoice if required.

How can a Partner issue a credit note to an end customer?

If a Partner needs to provide a credit note (CN) to an end customer, we recommend opening a Customer Care ticket, selecting Billing as the case reason and providing all relevant details about the requested adjustment.

Customer Care will apply the appropriate CN to the customer invoice. The corresponding amount will be charged back to the Partner.

Are all subscriptions included in Billing on Behalf?

Yes. All active customer subscriptions are included in the Billing on Behalf model by default. Currently, partial invoicing of selected subscriptions is not supported. Partners may adjust the end-customer sales price for individual subscriptions when needed. Enhancements to support more flexible invoicing scenarios may be evaluated in the future.

What does Pending Payment status mean?

Pending payment status means your transaction has been successfully initiated and is currently being processed. This is a temporary status while we await final confirmation from your bank or payment provider.

What happens if an invoice remains unpaid?

Email reminders are sent at defined intervals after the due date.
If the invoice remains unpaid, service suspension is automatically applied 35 days after the due date. If a Partner requires the service to be suspended earlier, a Customer Care ticket can be submitted under the Billing category to request manual suspension.

How frequently are Billing on Behalf payouts released to the Partner?

When an End Customer pays their invoice under the Billing on Behalf (BoB) program, we issue a Credit Note (CN) to the partner's balance for the earned portion (minus taxes/applicable fees). Our payout process operates under a dual-timeline system:

Credit Note Generation (Rolling Basis):
We generate a Credit Note on a rolling basis as soon as we receive the invoice payment from your End Customer. This immediately registers the earned credit on your partner balance.
Partner Payout Processing (Once a Month):
Actual disbursements of accumulated partner credits are processed once per month, on the first working day of the month via ACH payout.

Payout Requirements:

Balance Threshold: In order to trigger a monthly payout, the total accumulated credit notes from your End Customers' payments must exceed your outstanding partner balance from your last invoice.
Offsetting Balance: If your credit balance does not surpass the amount you owe us on your own invoice, no cash payout is disbursed. Instead, the credit is automatically applied to offset your outstanding invoice balance.