How to terminate a reseller relationship as an indirect reseller?

Question

Hi,

I'm a developer from a company that operates as an indirect reseller of Microsoft 365 solutions. We've recently received requests from some canceling customers to terminate our reseller relationship with them so they can be managed by Microsoft directly rather than by our reseller. However, we aren't able to do this in our Partner Center because we receive the following message:

"The indirect provider must remove their relationship with this customer before you can perform this action."

My understanding is that for us to terminate our relationship with a customer as an indirect reseller, our indirect provider must first terminate their relationship with the customer. But, there is no clear way of initiating this request nor is there an efficient process outlined for doing this, which has made doing so difficult.

So, my question is the following: what is the recommended process for terminating a relationship with a customer as an indirect reseller and is there a way for the indirect reseller to do this without the indirect provider's intervention?

Thanks!

Answer 1

To terminate a reseller relationship with a customer as an indirect reseller, you must work with your indirect provider. They will need to remove their relationship with the customer in Partner Center before you can remove your reseller relationship.

If you are having difficulty, contact Microsoft support for assistance.

Note: There is no way for the indirect reseller to do this without the indirect provider's intervention.