Frequently Asked Questions about Reseller Accounts

Our Reseller service is restricted to company-type handles, thus people logged in under individual-type handles will not see the link to convert to a reseller handle.

If you act for a company, you can create a free reseller account on this page.

Once this account handle exists, you can either create new contacts managed by it, register or transfer domains, or assign the reseller handle as the Billing (financial) contact of an existing domain. At that point, you will be able to upgrade your account, and accept the reseller agreement.

How do we handle non-payment by the customer? How quickly do we need to ensure customer payment in order to be able to cancel and get a refund from you if the customer doesn't pay?

Some transactions (e.g. registrations of certain domains) are non-refundable once completed. Others can be cancelled and fully refunded within a specified time period (e.g. .com registrations can be cancelled up to day 5).

What is your refund policy?

We refund where the service was not delivered due to errors on our part, or where our policy specifically permits it (e.g. SSL certificates are refunded fully up to 60 days, no questions asked). For domain registrations, we refund where the registration can be cancelled (e.g. .com up to 5 days).

What happens if the domain is auto-renewed but the customer fails to pay us for the renewal?

Generally speaking the auto-renewal feature requires payment to complete, on Gandi’s side, and renewals cannot be refunded. The risk of non-payment must be borne by the reseller.

What Customer data do we need to pass to you? What data will we receive from you?

Gandi will require the personal data of the registrant (as per ICANN rules). This data will be available to you via API calls, though will not be available to anyone else. The mandatory parameters are:

  • street address
  • zip code
  • city
  • country
  • email
  • contact name (family, given)
  • a password for that account
  • phone number
  • contact type (company, individual)

Some domains will require additional parameters as well. See:

Parked pages – are there limitations on what we can choose to do with new domains and domains that don't point to anything yet?

You may host a parking page that all domains registered via your site will point to by default (this will be done via a default zone file). There are content restrictions on certain domains, such as .cn, .xxx, or .cat. Some domains enforce the use of a specific page (e.g. .tel).

How do you handle domain name disputes, locking, forced transfer, etc.?

Gandi maintains a legal desk, which handles all cases that require registrar involvement in disputes between third parties. In most cases the issue can be forwarded to for investigation and response. We are extremely cautious and careful when processing takedown requests, and strictly follow applicable due process.

Gandi also maintains an abuse desk, which handles disputes between Gandi and it’s customers (e.g. spammers, fraudulent registrations, etc.).

In the event that our reseller agreement expires or is terminated, what is the customer experience? What happens to the domains they purchased through our interface? How/where do they go to manage these?

By default, in such a case the ownership of the domains would remain with the customers. All the customer accounts would be released by you, and the customers would become direct Gandi customers. They would be directed to use the Gandi web site to manage their domains. Alternatives may be possible, should a third party become involved and wish to take over control of the accounts from you, for example

What tools, documentation, etc. can you provide to our support team?

We provide resellers access to our standard documentation, and the API. We also provide phone support for resellers.

What limits, throttling, or other capacity constraints do we need to be aware of for your reseller API?

Today we rate-limit accounts to 30 requests every 2 seconds. We can facilitate higher levels if needed.

See also

Last modified: 07/03/2014 at 12:02 by Ryan A. (Gandi)