Smarter billing support in Cloud Market

Partners told us that raising billing queries in Cloud Market could sometimes involve too much back-and-forth to get the right information in place. We’ve listened and introduced a simpler, more guided way to submit billing tickets, helping ensure each query reaches the right team with the right details first time — you said, we delivered.

From 18 November (subject to final testing), a new Billing Support tile will appear in the Billing section of Cloud Market, making it easier to share the information we need to resolve queries efficiently and accurately.

What’s changing

The new Cloud Market billing support form will adapt to the product you’re billing and prompt for the key details required to progress your case, including:

• The affected CLI
• The invoice number
• The estimated dispute amount

By capturing these details upfront, tickets will reach the right team with the right context from the start. This means less back-and-forth, smoother resolutions, and better visibility of recurring issues.

Why it matters

This enhancement has been developed directly from partner feedback, focusing on making the billing process clearer, more consistent, and easier to navigate. It will also strengthen how we track and analyse billing data, helping us identify trends early and continually improve accuracy for partners.

This is the latest step in the ongoing development of Cloud Market — evolving the platform around what partners value most.