---
title: "Create a reseller record and contacts"
slug: "create-a-reseller-record-and-contacts"
description: "Create a reseller in Venue Manager with the products, tier and payment terms you agreed, add the contacts who book, and suspend or deactivate them."
tags: ["Setup"]
updated: 2026-10-13T01:36:20Z
published: 2026-10-13T01:36:20Z
canonical: "mysupport.roller.software/create-a-reseller-record-and-contacts"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt
> Use this file to discover all available pages before exploring further.

# Create a reseller record and contacts

When you've agreed rates with a reseller, the reseller record is where that arrangement lives: the products they can sell, the rate they pay and how they pay for it, in ROLLER instead of a spreadsheet. Create the reseller in Venue Manager, give them access to their products, assign their price tiers, then add the contacts who sign in and book.

> [!CAUTION]
> Advanced channel management add-on
> 
> Let your resellers book your tickets themselves, with every booking recorded in ROLLER. The reseller portal is in early access for eligible venues on Pro+ with the advanced channel management add-on. To request access, contact your customer success manager or the [support team](/v1/docs/contact-roller-support).
> 
> [Learn more](https://www.roller.software/pricing)

## Before you begin

- Set up your global reseller settings, in **Settings** > **Resellers**. Turn on **Bank transfer** and **Pay on arrival** there if you offer them to resellers, and set the payment instructions resellers see for each payment method. See [Set up your global reseller settings](/v1/docs/set-up-your-global-reseller-settings).
- Create your reseller price rules in **Products** > **Price rules** and apply them to your reseller products. The **Price tiers** section of a reseller record stays empty until at least one reseller price rule exists. See [Create reseller price rules](/v1/docs/create-reseller-price-rules). You'll choose each reseller's tier in their record.
- Tag your reseller products. See [Set up and tag your reseller products](/v1/docs/set-up-and-tag-your-reseller-products).
- Agree payment terms with the reseller, so you know whether to set them to **Pre-pay required** or **Credit account**.

> [!NOTE]
> The permission required to create a reseller is **Can manage resellers**. Administrators, managers and booking agents have this permission enabled by default.

## Create a reseller

1. From Venue Manager, go to **Guests** > **Resellers**.
2. Select **Create reseller**.
3. Under **Reseller identity**, enter a **Reseller name**, select a **Category** (eg Travel agent, Hotel concierge or destination management companies (DMCs)) and add any **Internal notes**. Internal notes are for your team only and resellers never see them.
4. Under **Primary contact**, enter the contact's **First name**, **Last name**, **Email** and **Phone**. This person becomes the reseller's primary and billing contact, and can sign in to your reseller checkout to make bookings once the record is saved.
5. (Optional) Under **Business details**, add the reseller's business information, such as **Legal business name**, **Business number**, **Tax identification number**, **Contact number**, **Website**, **Booking notification email** and their address.
6. Under **Commercial terms**, set what this reseller can sell and what they pay for it:

![Set what a reseller can sell and what they pay by choosing their product tags, a tier for each price rule and their payment terms](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/image(93).png)
  - For **Products**, select **By tag**, then choose the product tags this reseller can sell. **By category** and **Specific products** are also available, but a tag picks up new products that link to it without you opening the record again.

Include any add-ons you want this reseller to sell. A reseller sees a product's add-ons during checkout only when the add-ons are assigned here too (eg in the same tag as the main product).
  - For **Price tiers**, select a tier for each reseller price rule (eg Bronze, Silver or Gold). Each rule starts on **Base**, which charges the product's base price.
  - For **Payment terms**, select **Credit account** if you'll let this reseller charge bookings to an account balance that you invoice from your own accounting system. Otherwise, select **Pre-pay required**.
7. Under **Payment options**, select any other payment methods the reseller can use:

You can select **Bank transfer** and **Pay on arrival** only when they're turned on in **Settings** > **Resellers**. If one isn't, it's greyed out.
  - **Pre-pay required:** **Pay at booking** is always included. You can add **Bank transfer** or **Pay on arrival**.
  - **Credit account:** **Charge to account** is always included. You can add **Pay at booking**, **Bank transfer** or **Pay on arrival**.
8. Select **Save**.

ROLLER opens the reseller's record, set to **Active**. Add more contacts from the **Contacts** tab.

The record has three tabs: **Details**, **Bookings** and **Contacts**. To see a reseller's bookings and what they owe, see [See a reseller's bookings and balance](/v1/docs/create-and-manage-reseller-bookings-in-venue-manager#see-a-resellers-bookings-and-balance).

> [!NOTE]
> The booking notification email is an address the reseller nominates, such as a shared reservations inbox. ROLLER sends it a copy of every booking confirmation and update for that reseller.

## Add more contacts to a reseller record

Contacts are the people at the reseller who are allowed to book. Each contact can sign in to your reseller checkout with their email address or mobile number. Resellers can't sign themselves up, so anyone without a contact record has no access.

1. From Venue Manager, go to **Guests** > **Resellers** and open the reseller.
2. Select the **Contacts** tab. The primary contact starts as the billing contact too.
3. Select **Create contact**.
4. Enter the contact's **First name**, **Last name** and **Email**, and their **Phone** if you have it. Existing contacts with that email appear as you type, so you can spot a duplicate before creating one.
5. Select **Create contact** again to save.

The new contact appears in the list. The **Primary Contact** and **Billing Contact** columns show who holds each role.

To make someone the primary contact, select the **options menu** (3 dots) on their row, select **Set as primary**, then select **Confirm**. To make someone the billing contact, select **Set as billing** from the same menu, then select **Confirm**. A reseller has one billing contact at a time.

![Make a contact the primary or billing contact from the options menu on their row in the reseller's Contacts tab](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/image(94).png)

ROLLER doesn't notify a new contact about the portal. Send them your reseller checkout address so they can sign in. To learn more, see [Set up and share your reseller checkout](/v1/docs/set-up-your-reseller-checkout).

> [!NOTE]
> Each email address can belong to one reseller at your venue. If you see **This contact is already linked to a reseller**, that email is already a contact for another reseller. For someone who books for two of your resellers, use a different email address on each contact record.

## Suspend or deactivate a reseller

Suspend a reseller to pause their access without losing their history, or deactivate them when the relationship ends.

| Status | What it means |
| --- | --- |
| **Active** | The reseller's contacts can sign in and book, and your staff can book on their behalf. |
| **Suspended** | The reseller's contacts can still sign in and see their bookings, but can't make or change a booking. Your team can still book for them, so you can keep serving them while access is paused. |
| **Deactivated** | The reseller's contacts can't sign in, and your team can't create bookings for them either. ROLLER keeps the reseller record and its booking history, and you can select **Reactivate** at any time to make them active again. |

1. From Venue Manager, go to **Guests** > **Resellers** and open the reseller.
2. Select the **options menu** (3 dots) at the top right, then select:
  - **Suspend** to pause an active reseller.
  - **Reinstate** to return a suspended reseller to **Active.**
  - **Deactivate** to end a suspended reseller's access.
  - **Reactivate** to make a deactivated reseller active again.
3. In the **Are you sure?** dialog, select the button with the same name to confirm.

To deactivate an active reseller, suspend them first.

## Next steps in your setup

Add your reseller products and add-ons to your reseller checkout. A reseller can book a product, and any add-ons linked to it, only when the product and its add-ons are assigned to their record and included in your reseller checkout.

To learn more, see [Set up and share your reseller checkout](/v1/docs/set-up-your-reseller-checkout).

## FAQs

**Why can't I select Charge to account for this reseller?**

**Charge to account** is only available on **Credit account** payment terms. Open the reseller record and check **Payment** **terms**. If you've agreed to let this reseller charge bookings to an account, change it to **Credit** **account**.

**Can I turn off Pay at booking for a reseller on Pre-pay required payment terms?**

No. **Pre-pay required** always includes **Pay at booking**. You can also offer **Bank transfer** or **Pay on arrival**. If you've agreed to let this reseller charge bookings to an account, move them to **Credit account** instead.

**I've added a new product to a tag this reseller already has. Do I need to add the product to their record?**

No. When the tag is assigned to the reseller's record and added to your reseller checkout, any new product you add to that tag appears for the reseller automatically. If the tag isn't in your reseller checkout yet, add it there first.

**What does a reseller pay if I haven't set a price for their tier?**

The product's base price. Enter a price for every tier in the product's variations table before you assign a reseller that tier.

## Related

- [Set up and share your reseller checkout](/set-up-your-reseller-checkout.md)
- [Create and manage reseller bookings in Venue Manager](/create-and-manage-reseller-bookings-in-venue-manager.md)
- [Set up and tag your reseller products](/set-up-and-tag-your-reseller-products.md)
- [Create reseller price rules](/create-reseller-price-rules.md)
- [Set up your global reseller settings](/set-up-your-global-reseller-settings.md)