How can a reseller remove a retail customer?

Periklis Drampis

• March 31, 2020 17:02

I have successfully on-boarded customers under the retail reseller model.

Based on the reseller agreement, the reseller is the first point of contact for supporting the customer. But what if the relationship with the customer ends? How can I remove him from my reseller account? The customer may wish to proceed on his own or find another reseller.

The only post I can find with some relevance is the Can I delete a 'pending' invitation from my reseller 'Customers' list? that states that it is not possible to delete an invitation that has already been accepted and is listed as ‘active’ using this method.

The 5.2 section in the reseller agreement clearly states that the reseller is solely responsible in offering First-Line Technical Support but there is no mention on how to end this responsibility.

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  Spas – vConnect – Community Supporter

  • April 13, 2020 07:59

  Hi Periklis,

  Cookiebot understands that customers may change their agency or for other reasons not want a particular reseller to be able to access their configuration anymore and therefore end their relationship.
  Unfortunately, right now the functionality to remove a retail customer is not supported in the Manager interface on the reseller account, but from Cookiebot are working on it. Until that you could always reach out the cookiesbot support team at support@cookiebot.com and they will help you achieve your goal.

  Regards,
  Spas

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  Periklis Drampis

  • April 13, 2020 12:09

  Thank you for the answer Spas.

  I have already contacted cookiebot support for the issue because we have customers such as financial institutions that have very strict security policies. Even though there are no personal data we can have access to via the customer's account it is really hard to explain to them that a third party will be able to access the account even after our contract has ended.

  I hope that even by opening a issue to the cookiebot support this is something that can be achieved.

  Regards,

  Periklis

   

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  Periklis Drampis

  • April 15, 2020 13:55

  I received communication from Cookiebot support and even if it isn't possible for the resellers to remove a customer (for now), it can still be done by opening a support ticket. Would be great if the Cookiebot documentation got updated with this information.

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