---
title: "Get started with the reseller portal"
slug: "get-started-with-the-reseller-portal"
description: "Set up the ROLLER reseller portal so tour operators and hotel concierges can book at your agreed rates, then give them access and fix common issues."
tags: ["Reference"]
updated: 2026-10-13T01:33:11Z
published: 2026-10-13T01:33:11Z
canonical: "mysupport.roller.software/get-started-with-the-reseller-portal"
---

> ## 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.

# Get started with the reseller portal

The reseller portal lets travel agents, tour operators and hotel concierges book for their guests themselves. They book at the rates you've agreed and against your live availability, and every booking is in ROLLER instead of a spreadsheet.

Some resellers will still call or email (eg a tour operator on the road with a group). Your team books for them in Venue Manager at their agreed rate.

> [!CAUTION]
> Advanced channel management add-on
> 
> 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

Your venue needs progressive checkouts. The reseller checkout is a progressive checkout type.

Administrators have every permission these steps need by default. If you're not an administrator, each guide linked below lists the permission its step needs.

![](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/image(121).png)

## Products resellers can book

| Product type | Available to resellers |
| --- | --- |
| Session passes, standard passes, packages and party packages | Yes |
| Stock | Yes |
| Memberships, gift cards, multi-passes, wallets and cashless cards | No, as products or as add-ons |

## Set up your reseller portal

Work through these in order. Later steps use what you set up in earlier ones.

### 1. Set up your global reseller settings

Add your terms, contact details, booking notification email and payment options once. They apply to every reseller.

> [!NOTE]
> To learn more, see the guide [Set up your global reseller settings](/v1/docs/set-up-your-global-reseller-settings).

### 2. Create reseller price rules

Create a tier for each rate you've agreed with your resellers (eg Bronze, Silver and Gold). Resellers don't see tier names in the portal.

> [!NOTE]
> To learn more, see the guide [Create reseller price rules](/v1/docs/create-reseller-price-rules).

### 3. Set up and tag your reseller products

Apply your reseller price rule to each reseller product and set a price for every tier on every variation. Then tag the products into the sets you'll assign to resellers (eg “reseller encounters”).

> [!NOTE]
> To learn more, see the guide [Set up and tag your reseller products](/v1/docs/set-up-and-tag-your-reseller-products).

### 4. Create a reseller record and contacts

Create a record for each reseller with the products and add-ons they can sell, their tier, their payment terms and the contacts who can sign in. Before you start, have each reseller's name, category, payment terms and primary contact ready.

> [!NOTE]
> To learn more, see the guide [Create a reseller record and contacts](/v1/docs/create-a-reseller-record-and-contacts).

### 5. Set up and share your reseller checkout

Create the checkout your resellers sign in to, and add your reseller products and add-ons to it. You can have one reseller checkout per venue.

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

## Give your resellers access

You invite your resellers to the portal yourself. When you've worked through the go-live checklist in [Set up and share your reseller checkout](/v1/docs/set-up-your-reseller-checkout#check-your-setup-before-you-go-live) and you're ready for them to start booking:

1. Send each contact your reseller checkout link.
2. Tell them to sign in with the email address or mobile number in their contact record. They get a verification code, so there's no password to set up. To send all of this in one message, copy the sample email in [Set up and share your reseller checkout](/v1/docs/set-up-your-reseller-checkout).
3. Send them [Book through a venue's reseller portal](/v1/docs/book-through-reseller-portal). It's written for resellers and shows them how to sign in, book and manage their bookings.

## Report on and reconcile reseller bookings in Venue Manager

Reseller bookings sit with the rest of your bookings in Venue Manager, whether the reseller booked in the portal or your team booked for them.

- **Book for resellers who call or email.** Your team books for them at their rate, and the booking shows in the reseller's portal too. See [Create a booking for a reseller](/v1/docs/create-and-manage-reseller-bookings-in-venue-manager#create-a-booking-for-a-reseller).
- **Change who a booking belongs to.** Add a reseller to a booking made for a guest, or switch to a different reseller or booking contact. See [Add a reseller to an existing booking](/v1/docs/create-and-manage-reseller-bookings-in-venue-manager#add-a-reseller-to-an-existing-booking1).
- **See what's coming up and what's owed.** The **Bookings** tab in a reseller's record lists every booking made for them, what's owing on each and their total balance. See [See a reseller's bookings and balance](/v1/docs/create-and-manage-reseller-bookings-in-venue-manager#see-a-resellers-bookings-and-balance).
- **Reconcile payments.** Export a reseller's bookings for a period to invoice them, then record each payment with **Take payment** in the booking. See [Take payment for a reseller booking](/v1/docs/create-and-manage-reseller-bookings-in-venue-manager#take-payment-for-a-reseller-booking1).
- **Refund resellers.** Resellers can't refund themselves in the portal. When a reseller is owed money, refund them from the booking. See [Refund bookings from Venue Manager](/v1/docs/refund-bookings-from-venue-manager).

## Already running your reseller program?

| What you want to do | Go to |
| --- | --- |
| Add a reseller or a contact | [Create a reseller record and contacts](/v1/docs/create-a-reseller-record-and-contacts) |
| Move a reseller to a different tier | [Create a reseller record and contacts](/v1/docs/create-a-reseller-record-and-contacts) |
| Change what a tier costs | [Create reseller price rules](/v1/docs/create-reseller-price-rules) |
| Change what a reseller can sell | [Create a reseller record and contacts](/v1/docs/create-a-reseller-record-and-contacts) |
| Add a new product for resellers | [Set up and tag your reseller products](/v1/docs/set-up-and-tag-your-reseller-products) |
| Let resellers change or cancel their own bookings | [Set up and share your reseller checkout](/v1/docs/set-up-your-reseller-checkout) |
| Suspend or deactivate a reseller | [Create a reseller record and contacts](/v1/docs/create-a-reseller-record-and-contacts) |
| Book for, monitor or reconcile reseller bookings in Venue Manager | [Manage, monitor and reconcile reseller bookings in Venue Manager](/docs/get-started-with-the-reseller-portal#manage-monitor-and-reconcile-reseller-bookings-in-venue-manager) |
| Change your reseller terms or payment instructions | [Set up your global reseller settings](/v1/docs/set-up-your-global-reseller-settings) |

## What resellers can do in the portal

- Book products assigned to their record and included in your reseller checkout, at their tier's rate and against your live availability.
- Pay using the payment options assigned in their reseller record.
- View their bookings, and change or cancel them within the booking management rules you set. See [Book through a venue's reseller portal](/v1/docs/book-through-reseller-portal).
- Update their own name, email address and contact number in **Account details**.

## Plan for these

- **Confirmation emails show reseller rates.** Brief your resellers to send guests their tickets, not forward the email.
- **You bill charge to account bookings outside ROLLER.** Resellers on **Credit account** payment terms get **Charge to account** as a payment option. Invoice them from your own accounting system.
- **Resellers come to you for help.** The contact details in your global reseller settings appear across the portal, including the sign-in page.
- **Multi-venue resellers get an account at each venue.** They sign in to each venue's reseller checkout separately and can use the same email address.

## How resellers differ from OTAs

- **Resellers:** Businesses you've agreed rates with directly (eg tour operators and hotel concierges). They sign in to your reseller portal and book for their guests at their tier's rate and payment terms.
- **Online travel agencies (OTAs):** Online marketplaces (eg Viator, GetYourGuide and Klook) connected to ROLLER. Guests find and pay for tickets on the OTA's site, and the booking comes into ROLLER.

> [!NOTE]
> To learn more about OTAs, see the guide [Get started with OTA connections](/v1/docs/get-started-with-channel-management-in-roller).

## Troubleshoot your reseller setup

| What you're seeing | What to check |
| --- | --- |
| A reseller can't see a product | Check that the product is assigned to their record, included in your reseller checkout, and that the reseller is **Active**. For a product's add-ons, check they are assigned to their record too. |
| A reseller is paying the base price | Their tier is priced on every variation of the product, and they're assigned a tier on that price rule. |
| A reseller can't sign in | They're signing in with the email address or mobile number listed in their contact record, and the reseller isn't **Deactivated**. |
| A reseller can sign in but can't book | The reseller may be **Suspended**. |
| **Bank transfer** or **Pay on arrival** is greyed out in a reseller record | It's turned on in your global reseller settings. |
| You can't create a second reseller checkout | You can have one per venue. The option shows **Only 1 allowed**. |

## Related

- [Set up your global reseller settings](/set-up-your-global-reseller-settings.md)
- [Create a reseller record and contacts](/create-a-reseller-record-and-contacts.md)
- [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)
- [Get started with OTA connections](/get-started-with-channel-management-in-roller.md)