| Thema | Problem | Erklärung | Lösung | Resources (FAQ, Online-Handbuch, Sonstiges) |
|---|---|---|---|---|
Exchange of licences | Customer has purchased a network licence but does not have a server. Customer wants to switch to single-user licences after using the network licence | The customer thought that the network had something to do with collaboration, but something has changed in the company or institution and single-user licences are required | Exchange licences in the subscription manager through Andreas K., Stine or Patrick. If this is not possible, then cancellation via Cleverbridge. The customer should buy new/correct licences. | |
Extension of the TeamCloud Seats | Customer wants more than 5 team members | We currently only sell TeamCloud as a bundle (5 seats and 25 GB) | Customer buys a second TeamCloud licence. In TeamCloud Admin, we set the number of seats of the TeamCloud licence used to 10 and the storage to 50 GB. The second licence is reduced to one user. | |
Documents, certificates, deviating GTCs | Customer requires further documents for the purchase | We sell software on a self-service basis and cannot enter into customer-specific agreements. | We have some documents and canned responses. Difficult questions can be delegated to team lead and then to our legal team. | Dokumente für Kunden ausfüllen - Sales Development - Confluence (atlassian.net) |
Removing §18 item 5 from the Terms and Conditions | Customer does not want to be named in MAXQDA advertising |
| \\192.168.10.20\daten\Support\00 - Customer Service\05- Kundenvereinbarungen Keine Werbung mit folgenden Kunden - Sales Development - Confluence (atlassian.net) | |
Purchase licences for an inter-university project team | Customer wants to buy licences for project members who work in other organisations, | This is possible if all team members work in the same price category. If they work in different price categories, then the highest price category must be selected. | ||
Teaching license | Student would like to use teaching licence more than twice. | Teaching licences cannot be activated more than twice on one device. | 50% discount on a student licence. | |
Teaching license | A participant of a course with a teaching licence would like to buy MAXQDA | 10% discount on a student licence. | ||
Change customer address | Customer has a new contact person | Customers can change their data themselves in the subscription manager. | Data is changed directly in Cleverbridge. | |
Change payment method | Customer has a new credit card or wants to change the payment method. | Customers can change their data themselves in the subscription manager. | ||
Cancel subscription | Customer wants to cancel their subscription or individual licences / add-ons | The customer can do this in MyAccount. If the customer does not have access to it, the CS employee can also carry out the cancellation. A cancellation confirmation from Cleverbridge is sent to the billing contact. | ||
Goodwill rule | Customer cannot afford MAXQDA | Customer comes from a country with a low gross national income (under 1000$) e.g. Burundi, Afghanistan, Somalia | Customers can receive a discount of 40% Students can receive a discount of 30% | |
Goodwill rule | Customer cannot afford MAXQDA | Customer comes from a country with upper middle income and less (up to 13.000$) e.g. China, Turkey, Indonesia, Ukraine, India | Customers can receive a 30% discount Students can receive a 20% discount | |
Goodwill rule | Customer would like to use MAXQDA privately | Customer wants to pay for MAXQDA out of his own pocket. However, the business version is too expensive. | Customer can receive a 70% discount on an annual business licence. | |
Goodwill rule | Customer can no longer use old purchase licence | Serial number cannot be deactivated, e.g. | Customer receives a 15% discount on the first cycle | |
Goodwill rule | Customer wants to upgrade from student licence to single user | Customer receives discount ((price / months) * remaining months) Study licence is deactivated | ||
Goodwill rule | Customer is annoyed | You want to do something good for the customer or offer something else. | Customer receives 10% off the entire shopping basket | |
Goodwill rule | Maximum goodwill | We would like to support the customer to use MAXQDA, in case of hardship / exception. | Customer receives 15% off the entire shopping basket | |
Free trial | Customer requests a longer test period | Customer needs more time to decide in favour of or against MAXQDA. | For business customers, the trial period can be extended to one, max. 2 months. This is not possible for all other customers! | |
Free trial | Customer would like to test network licence | Customer wants to test whether the network licence runs in their own network and on their own servers | Customer receives a network licence for 1 month for testing. | |
Vendor Registration | Customers want us to register in their vendor portal or fill out documents | Some customers work with large software programmes that automate invoice processing. Certain details are required for this or separate portals are provided. | Since Cleverbridge is the seller, their data must be provided. They do not fill out forms but provide the requested information on their site. https://support.cleverbridge.com/hc/en-us/sections/4405413084179-Vendor-Supplier-Information | |
Embargo Countries | Customer cannot buy MAXQDA, there is an error message in the shop | Germany is not allowed to sell to certain countries. | The list is laid down by law, e.g. currently Russia, Ukraine, Iran, ... | CB Bestellungen aus bestimmten Ländern - Support - Confluence (atlassian.net) |
REFUND | Customer wants to cancel their order | -Students as long as licence has not been activated, then unfortunately too late - Cannot install MAXQDA (e.g. missing system requirements) - Has bought the wrong product and buys another one instead - Customer cannot pay for the product (missing project funds, project ended, project abandoned) - Ordered twice by mistake - Transcription could not be used for technical reasons - Can not use AI Assist, Transcription or TeamCloud in China | Refund is commissioned by Cleverbridge. | |
REFUND | Customer wants to cancel order or autorenewal | -Subscription was inadvertently renewed - software is not needed / wanted any longer | Refund is rejected |
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