Billing FAQs

Q. What is Checkout, and what can I do there?

Checkout is a self service customer portal, where customers can manage the billing for their accounts.  Checkout can be used to:

• Obtain a copy of your Account Statement
• Obtain a copy of your Invoices
• Obtain a copy of your Credit Memo
• Obtain a copy of your electronically signed executed Order Form
• Track who placed each Order for your company
• Update your credit card or direct debit information
• Update your Billing Contact information
• Update your Billing Address
• Log a Case for assistance
• Contact your Account Executive
• Contact our Customer Service Department

Q. What other self-service billing options do you offer?

By calling our (US) Customer Service line, you can do the following:

• Confirm payment is on the way
• Confirm if payment was received
• Request copy of an invoice or credit memo to be sent to the Billing Contact

Please have your Contract, Invoice and/or Credit Memo number available to key in when prompted. If you experience any difficulties, our Live Agent will also be available to assist.

Q. Who has access to Checkout and how can users be granted permission?

Checkout is available in Contact Manager, Group, Professional, Enterprise, Unlimited, Developer, and Database.com Editions.
User Permissions Needed.
To grant Checkout access: "Manage Billing"
To edit users: "Manage Users"

Users with the "Manage Billing" permission automatically have access to Checkout when it is enabled for your organization. These users can also grant access to other users within your organization.

To give a user access to Checkout:
1. Click Your Name | Setup | Manage Users | Users.
2. Click on the appropriate user's name to open the user detail page.
3. Click Edit.
4. Select the Checkout Enabled checkbox. The user is notified by email when his or her Checkout account is activated and available for login.

For more information, please visit our Checkout User Guide - http://www.salesforce.com/docs/en/webstore/index.htm

Q. Can I access Checkout if I'm a Chatter Free user?

Yes, please contact your company's System Administrator to enable Checkout access for your Chatter Free user profile. Once the Checkout Enabled box is checked, Chatter Free users can only access Checkout using this link: https://login.salesforce.com/?lt=appstore.

Q. How do I access Checkout?

Checkout requires a login to salesforce.com. There are three ways to enter checkout:

Through salesforce.com dropdown:

• Log into salesforce.com
• In the Force.com Apps drop-down menu in the top-right corner of any page, select Checkout.

The direct login page:

• https://login.salesforce.com/?lt=appstore

Through salesforce.com Setup:

• Click Your Name | Setup | Checkout Summary then click Proceed to Checkout

If you’re having trouble logging into Checkout, contact your salesforce.com System Administrator to confirm that you have been given access to your company’s Checkout page.

For Database.com Customers, once you’ve logged in successfully, click Checkout Summary on the bottom left hand corner of your page and clicking Proceed to Checkout.

Q. How do I obtain a copy of my Account Statement?

• Login to Checkout (see instructions above)
• Click “Statements” on the menu on the left-hand side of the page
• Select the time period for the statement, from the drop down menu
• Click “Generate Statement”

NOTE: Your account may not have a starting balance depending on the duration of time chosen.  You can also export to Excel by clicking the link next to Statement Activity.  All Payments, Invoices and Credit Memos can be opened for more detail and can also be printed.
If you’re having trouble logging into Checkout, contact your salesforce.com System Administrator to confirm that you have been given access to your company’s Checkout page.  If you do not have access to Checkout, please contact our Customer Service department. 

Q. How can I access my executed Order Form in Checkout that I have electronically signed?

• Login to salesforce.com at https://login.salesforce.com/
• Select Checkout from the apps drop-down menu in the top-right corner of any page
  * Note: If Checkout is not available in the apps drop-down menu, contact your salesforce.com System Administrator to confirm that you have been given access to Checkout
• Click on the Quotes tab to see the list of quotes
• For Quotes with a status of Order Completed, click View next to the Quote Number to see the signed order form

Q. Why am I getting Internet Explorer’s “Cannot display the webpage” error when trying to view my Order Form in Checkout?

You may be receiving this error message due to your Internet Explorer browser. To resolve this issue, you can either use a different browser or you can change the settings on your Adobe application.

• In Adobe Reader or Acrobat, choose Edit > Preferences
• Under Categories select Internet
• Deselect ‘Display PDF In Browser’ and click OK

Q. How can I get a copy of my Credit Memo or Invoice?

• Login to Checkout (see instructions above)
• Click Invoices or Credit Memos
• From the drop-down menu, select the time period for the invoice or credit memo
• Click the invoice or credit memo number to view details
• Click Print

If you’re having trouble logging into Checkout, contact your salesforce.com System Administrator to confirm that you have been given access to your company’s Checkout page.  If you do not have access to Checkout, please contact our Customer Service department. 

Q. When I print my invoice I get multiple pages. How can I print my invoice on one page?

Your margins need to be adjusted to the following parameters:

For Firefox:

• Change your Page Setup so that all margins, top, bottom, left and right are set to 0.0.

For Internet Explorer:

• Change your Paper size to “Letter”
• Change your Source to “Auto”
• Change your left margin to “.25”
• Change your right margin to “.25”
• Change your Top margin to “0.166”
• Change your Bottom margin to “0.166”
• Your page orientation should be "Portrait"

Q. How can I tell who ordered something?

• Login to Checkout (see instructions above).
• Click “Quotes” from the menu on the left-hand side of the page to retrieve the list of Quotes that have been converted.
• The “Accepted By” column will show you who placed a particular order.

If you’re having trouble logging into Checkout, contact your salesforce.com System Administrator to confirm that you have been given access to your company’s Checkout page.  If you, or your system administrator, does not have access to Checkout, please contact our Customer Service department and have an Account Number or your Contract and Invoice number ready to facilitate your request. This information is all available in the top right hand side of your invoice/p> back to top

Q. How can I update my credit card number or direct debit information?

If you have access to checkout and you currently pay by credit card or direct debit, you can update your credit card information online for all future billings.

• Login to Checkout (see instructions above)
• From the “Account Management” menu, click “Update Credit Card Information” or "Update Direct Debit Information"
• Update your information and click “Submit”

Please note that you cannot pay for your Invoice online. Your newly updated credit/debit card will be charged within 24 hours if there is an outstanding balance on your Account. To pay for an Invoice via credit card, please call our Customer Service department.

Q. How can I change my billing contact and/or address information?

• Login to Checkout (see instructions above)
• From the “Account Management” menu, click “Change Contract Billing Address”
• Update your information and click “Save”

If you’re having trouble logging into Checkout, contact your salesforce.com System Administrator to confirm that you have been given access to your company’s Checkout page.  If you, or your system administrator, does not have access to Checkout, please contact our Customer Service department and have an Account Number or your Contract and Invoice number ready to facilitate your request. This information is all available in the top right hand side of your invoice. 

Q. How can I contact the Customer Service Department?

You can contact our Customer Service Department by completing our Billing Inquiry Form, by email, and by phone. Details are outlined in the questions below.

Q. How can I submit a billing question to the Customer Service Department?

You can submit a billing question on salesforce.com using our Billing Inquiry Form. You can access this form from your emailed Invoice or this address:
https://www.salesforce.com/form/contact/billing-contact.jsp

Q. Can I email the Customer Service Department?

• Customers in the United States, Canada, and Latin America can email billing@salesforce.com
• Customers in Europe, the Middle East, or Africa can email billing@emea.salesforce.com
• Customers in Asia Pacific and Australia can email billing@apac.salesforce.com
• Customers in Japan can email billing@jp.salesforce.com

Q. What is the phone number for your Customer Service Department?

Our Customer Service Representatives are available during regular business hours.  Please have an Account Number or an Invoice number ready to facilitate your call. This information is all available in the top right hand side of your invoice.

• Customers in the United States, Canada, and Latin America: +1-415-901-8457 or 1-800-no-software (1-800-667-6389) and select the billing option.
• Customers in Europe, the Middle East, or Africa: +41216953777
• Customers in Asia Pacific: +65 6302 5700
• Customers in Australia: +612 9394 7377
• Customers in Japan: +03-5785-8181

Q. Why does my Invoice have separate lines for each order?

Each Order that is signed will generate a separate line item even when the product is the same.

Q. Where is my Invoice?

Each time an invoice is generated, the billing contact that you have specified will receive an email summarizing the balance of the Invoice along with an attachment allowing you to print a copy of your invoice. The email you receive will also have a link Checkout, where you can view and print all of your Invoices (see instructions above).  .

If you’re having trouble logging into Checkout, contact your salesforce.com System Administrator to confirm that you have been given access to your company’s Checkout page. If you or your system administrator does not have access to Checkout, please contact our Customer Service department and have an Account Number or your Contract and Invoice number ready to facilitate your request. This information is all available in the top right hand side of your invoice.

Q. What is your billing policy?

Salesforce.com bills you for your subscription service in advance of your service period. The amount you are billed is based on your available seat count, not on the active users in the application. The Invoice start date is determined by the date that you first signed up for your subscription with salesforce.com. Payment is due to salesforce.com on the first day of the service period.

Q. What am I being charged for?

Salesforce.com is an online business service, providing customer relationship management services via the Internet. Your organization entered into an agreement to use the salesforce.com subscription service.

Q. What is your policy for reducing or cancelling?

Per our Master Subscription Agreement, you can only reduce or cancel once you have reached the term of your agreement.

Except as otherwise specified in the applicable Order Form, all User subscriptions shall automatically renew for additional periods equal to the expiring subscription term or one year (whichever is shorter).  Customers must provide written notice of cancellation or reduction at least 30 days before their contract auto-renewal date.

Please submit requests to cancel or reduce by using the Billing Inquiry Form or writing to us at billing@salesforce.com. Include an Account Number, Contract or an Invoice number to facilitate your request.This information is all available in the top right hand side of your invoice.

US - billing@salesforce.com
EMEA – billing@emea.salesforce.com
APAC – billing@apac.salesforce.com
Japan – billing @jp.salesforce.com

For Database.com Customers, you can log into Checkout to cancel your next auto-renewal.

Q. Can you please send a cc: copy of my bill to another recipient?

Unfortunately, our billing system does not allow us to send a cc: copy of an Invoice to another recipient. We can have a copy sent by email to one recipient, but have the invoice mailed to a specific address, if required.

Q. Why does my bill not reference the proper Purchase Order number

Our Invoices reference whatever Purchase Order was provided to us when your Order was placed. If your Purchase Order number has changed, please notify our Customer Service Department.

Q. What do I do if my credit card has been declined?

We will make two attempts to charge your credit card. If your credit card is declined after the first attempt, we’ll make another attempt to automatically charge that card approximately 10 days after the initial attempt. Before a second attempt is made to charge your credit card, you can update your credit card number online if you have access to Checkout (see instructions above). Once your credit card information is updated in Checkout, your card will be auto-charged for the outstanding balance within 24 hours.

A second decline will result in automatic suspension of your account. Please contact our Customer Service Department with any issues regarding credit card payment.

Q. Why am I getting an error message when trying to update my Credit Card or Direct Debit Information in Checkout?

If you have received an error message when trying to input your Credit Card or Direct Debit information in Checkout, try entering the information again to ensure you have entered the information correctly. If you receive the error message again, please contact your Credit Card Company or your bank to obtain further information about the error.

Q. What do I do if my account is suspended?

If your account is suspended, please contact our Customer Service Department. Any of our representatives can help you process payment and reactivate your service.

Q. Where can I find the Terms of Use?

You can find our standard Terms of Use by going to any page while logged onto the salesforce.com application. Look for a small grey hyperlink next to the copyright symbol on the very bottom of the page.

You can also find the Terms of Use at this link: http://www.salesforce.com/au/company/msa.jsp

For Database.com Customers, our standard Terms of Use can be found on the bottom any page while logged onto Database.com.

Q. What is your tax policy?

We will charge you sales tax if your local Tax Board deems us a taxable service.

Q. What is your Federal Tax ID number?

Our FEIN (Federal Tax ID) number is 94-3320693

Q. What is your Dun & Bradstreet number?

Our D&B number is 072148831

Q. How can I remit payment?

Please use the following addresses to remit check payments. To make a payment by any other method, please contact our Customer Service Department for assistance. You can also find our remittance information on salesforce.com Invoice.

For customers in the United States and Latin America:

Salesforce.com
P.O. Box 203141
Dallas, TX 75320-3141
United States

The remittance address for overnight delivery/courier service is:
Salesforce.com
2975 Regent Blvd
Irving, TX 75063
Reference: Lockbox Services, Lkbx #203141

For customers in Canada:
Salesforce.com CANADA CORPORATION
c/o B9488U
PO Box 9100, STN F
Toronto, ON M4Y 3A5

For customers in Europe, the Middle East, or Africa:

Salesforce.com Sàrl
Deutsche Bank
PO Box 16
Sheffield
S98 1 AZ
Great Britain

For Customers in Australia and Asia Pacific:
Please contact APAC Customer Service (listed above) for assistance.

Q. I am a Data.com (Jigsaw) customer. Where can I submit my payment? Who can I speak to if I have a billing question?

Please submit payment to our remittance addresses listed above. Please submit billing questions using the Billing Inquiry Form or by writing to us at billing@salesforce.com. Include an Account Number, Contract or an Invoice number to facilitate your request. This information is all available in the top right hand side of your invoice.

Q. I am a Heroku customer. Who can I speak to about a question about my bill?

Please contact Heroku directly by emailing billing@heroku.com for assistance with any Heroku billing questions. For general questions, you can also visit http://support.heroku.com