Salesforce Commerce Cloud
Introduction – Why Pricing Clarity Matters
Salesforce Commerce Cloud is a powerful e-commerce platform for large retailers, but its pricing can be a mystery. Unlike other Salesforce products that charge per user, Commerce Cloud’s costs are tied to your online sales performance.
That means fees can surge right when your business is booming. The pricing model is often opaque and unpredictable.
For any retailer considering Commerce Cloud, whether new or renewal, understanding the pricing mechanics upfront is essential; otherwise, you risk signing onto a platform that becomes far more expensive than expected once sales take off.
Knowing how Commerce Cloud pricing works also gives you leverage to negotiate. Salesforce’s model is designed to maximize their revenue as your online store grows, so you need to approach negotiations strategically, with skepticism.
By understanding how the fees are structured and what alternatives exist, you can push for terms that protect your interests. Pricing clarity isn’t just nice to have – it’s a must-have for keeping costs under control.
Commerce Cloud Overview
Salesforce Commerce Cloud is available in two flavors, each with its own pricing.
The first is B2C Commerce, the platform that powers consumer-facing online stores. B2C Commerce is typically priced either as a percentage of your online sales (a cut of GMV) or as a fee per order.
The second is B2B Commerce, which caters to business-to-business storefronts. B2B Commerce has often been licensed per user, but Salesforce can also price it by GMV or orders.
Both B2C and B2B Commerce are fully cloud-hosted services, with hosting and updates included. Because Commerce Cloud often runs a significant portion of your online revenue, it’s crucial to get the terms right from the start.
Once you’re on the platform, switching is difficult and costly. If you simply accept Salesforce’s first offer, you might end up overpaying later.
Pricing Models Explained: GMV vs. Order-Based
Commerce Cloud primarily uses two pricing models: Gross Merchandise Value (GMV) percentage or per-order fees.
Both tie what you pay to how much business you do on the platform, but in different ways:
- GMV (Revenue Share) Pricing: Salesforce takes a percentage of all sales your site processes (your Gross Merchandise Value, or GMV). For example, $200M in sales at a 1.5% rate means a $3M fee. This model is akin to a commission – manageable when sales are low, but it can become a tax on growth when sales surge. Big seasonal spikes (like holidays) mean a big check to Salesforce. It also makes budgeting difficult, as costs scale automatically with revenue unless you negotiate specific limits.
- Order-Based Pricing: In this model, Salesforce charges a fixed fee for each order. Instead of paying a percentage of sales dollars, you pay based on the number of transactions. For example, at $0.30 per order, 10 million orders in a year would cost $3 million (10M × $0.30). This model can favor or hurt you depending on the average order value. Lots of small orders make the fee a large portion of each sale, while large average orders make it a tiny fraction of each sale.
Here’s a side-by-side comparison of the two models:
| Pricing Model | How It Works | Risks to Watch | Example Cost |
|---|---|---|---|
| GMV Percentage | Pay a percentage of online sales revenue (around 1–2% typically). | Costs grow directly with revenue; fees spike during big sales periods. | E.g. $200M annual sales × 1.5% = $3M fee |
| Per-Order Fee | Pay a fixed fee per order (flat rate or tiered by volume). | Costs grow with order count; can hurt merchants with many low-value orders. | E.g. 10 million orders × $0.30 = $3M fee |
Which model is better depends on your business specifics, but the key point is that both models will charge you more when you sell more.
It means you must pay close attention to the contract terms and negotiate proactively to keep the platform’s costs in check.
Key Negotiation Points
When negotiating a Commerce Cloud deal, don’t assume you have to accept Salesforce’s first proposal.
There are several levers you can pull to make it more buyer-friendly.
Focus on these key areas:
- Rate (percentage or per-order fee): The rate Salesforce quotes, whether it’s a percentage of GMV or a fixed fee per order, is negotiable. Push for a lower rate. Even a small cut can save a fortune at scale. Also, request tiered pricing – for instance, if you reach a certain sales or order volume, the rate drops further. As your business grows, your effective fee rate should improve.
- Fee caps and floors: Negotiate an annual cap on fees so you know the maximum you’ll pay in a year. This protects you during peak seasons. Likewise, ensure any minimum fee is set at a reasonable level. If sales dip, you don’t want to be stuck paying a high minimum.
- Multi-year rate protection: If you sign a multi-year contract, lock in your rates for the entire period. Don’t allow Salesforce to increase the percentage or per-order fee in later years, and negotiate a built-in rate reduction at certain volume milestones.
- Exclude returns and refunds: Make sure the contract defines the sales volume in terms of net sales. You should only pay on revenue that actually sticks – returns, refunds, and fraudulent orders must be excluded from the GMV or order counts.
- Peak capacity included: Confirm that your contract covers your expected peak traffic and orders without extra charges. It should handle major events, such as Black Friday, as part of the service. Ensure there are no hidden limits on traffic or transactions that could trigger fees.
- Support level: Negotiate for a high support tier to be included. For a mission-critical platform, you want 24/7 support and fast response times. Instead of paying extra for Premier or Signature Support, push to have it included in your contract.
Each of these points can significantly affect your total cost and the value you get from the platform. Next, we’ll summarize the top negotiation levers in a handy checklist.
Checklist: Top 6 Commerce Cloud Negotiation Levers
- Lower the rate. Negotiate down the GMV percentage or per-order fee from the initial quote.
- Cap the fees. Set a maximum annual fee to prevent success from leading to runaway costs.
- Exclude returns/fraud. Only pay for revenue that sticks (no fees on returned orders).
- Lock multi-year rates. Maintain the same rate throughout the contract, or adjust it based on volume.
- Include peak usage. Ensure seasonal traffic surges are covered with no extra charges.
- Bundle premium support. Get top-tier support included instead of paying extra for it.
B2B Commerce Considerations
If you’re evaluating Salesforce B2B Commerce, the same negotiation tactics apply, but the pricing model might differ. B2B Commerce deals might charge based on the number of customer/partner users instead of GMV.
Clarify if it’s priced by user count or by GMV/orders, then negotiate accordingly. If it’s GMV or order-based, push the percentage or per-order rate down and set a cap, just as you would for B2C.
If it’s user-based, negotiate volume discounts or even an unlimited-user flat fee if you expect a large user base. Don’t treat B2B Commerce pricing as fixed – leverage your expected usage to get a better deal.
Comparative Leverage: Shopify Plus and Adobe Commerce
One of your strongest cards in a Commerce Cloud negotiation is leveraging other platforms’ pricing models. Salesforce isn’t the only option for enterprise e-commerce, and competitors often offer more predictable costs.
For example, Shopify Plus (a popular alternative for B2C brands) charges approximately $2,000–$2,500 per month, plus around 0.25% of revenue, capped at roughly $40,000 per month (approximately $480k per year).
Point this out: if Shopify would cost you at most $X per year, why should Salesforce charge more as you grow? This comparison can encourage Salesforce to agree to a cap or a lower percentage to stay competitive.
Adobe Commerce (Magento), another platform, uses a traditional licensing model with fixed fees. You might pay, for example, $200k per year for Adobe’s platform and infrastructure, whether your online sales are $20 million or $50 million.
As sales grow, the effective percentage of revenue that you’re paying to Adobe drops. With Salesforce’s percentage model, your cost would rise in lockstep with revenue.
You could tell Salesforce, “With Adobe, we’d pay a flat $X – if we go with Salesforce, we need assurances that we won’t be paying more and more every year as we grow.”
If Salesforce knows you have real alternatives, they’ll be more inclined to improve their offer. Showing how Shopify Plus or Adobe would cost you less can push Salesforce to sweeten the deal.
Contract Length & Exit Strategy
Be mindful of the contract term and your exit strategy.
A three-year term is common for Commerce Cloud – long enough to secure a good rate, but not so long that you’re locked in forever. Avoid committing to a five-year term unless the pricing is truly exceptional.
Aim for a three-year deal, and if you must go longer, build in protections. Insist on no automatic renewal without renegotiation.
Consider capping any price increases at renewal. Ensure you can exit cleanly after the term ends: the contract should guarantee you can retrieve your data and that there are no penalties if you don’t renew.
Salesforce likely won’t allow early termination for convenience, but you at least want a clear, penalty-free off-ramp when the contract is over.
FAQs
What happens if our revenue plummets — is there a minimum fee?
Yes. Most Commerce Cloud contracts include a minimum annual fee, so even if sales drop, you still pay that minimum. That’s why you should negotiate the minimum as low as possible based on a worst-case scenario.
How are returns or fraudulent orders treated in the GMV calculation?
They should be excluded. Make sure your contract explicitly states that the GMV (or order count) is calculated net of returns, refunds, and fraudulent orders, meaning you only pay for sales that actually go through.
Does Commerce Cloud pricing include hosting and CDN?
Yes. Salesforce Commerce Cloud is a fully hosted SaaS platform, so the subscription fee includes infrastructure (hosting and CDN). You don’t pay separately for hosting. Verify if the contract has any usage limits (for bandwidth, storage, etc.). Generally, the platform will scale to handle your traffic as part of the service.
Can we switch from a GMV model to an order-based model (or vice versa) mid-contract?
No. Once you sign the contract, you’re locked into that pricing model for the duration. You can change models when it’s time to renew, but not in the middle of an active contract, so choose the model you’re comfortable with from the start.
Is B2B Commerce priced differently from B2C Commerce?
Yes. GMV or orders are usually priced in B2C Commerce. B2B Commerce is sometimes priced per user or account. Clarify how Salesforce is charging for your B2B scenario, then apply the same negotiation tactics. If it’s GMV-based, negotiate the percentage down and add a cap; if it’s user-based, push for volume discounts on user licenses.
Related articles
- Salesforce Commerce Cloud Pricing Models: GMV vs Order-Based – Pros, Cons, and What to Negotiate
- Exit Strategy: What to Negotiate if You Might Leave Commerce Cloud in the Future
- Negotiating Your Commerce Cloud Deal: Tips for Retailers on Revenue Share and Contracts
- Managing GMV Overage Clauses: How to Cap and Control Commerce Cloud Costs
- B2B vs B2C Commerce Cloud: Licensing Differences and Negotiation Strategies
Five Expert Recommendations
Here are five expert tips to remember when negotiating Salesforce Commerce Cloud:
- Never accept Salesforce’s first pricing offer – it’s almost always negotiable.
- Always include a cap on fees. Make sure a surge in sales won’t blow up your costs.
- Exclude returns and fraud from fees. Only pay for real, completed sales.
- Use Shopify Plus and Adobe Commerce as leverage. Highlight alternative models to pressure Salesforce into a fair deal.
- Lock your rates for the full term and negotiate volume discounts. Don’t let the platform’s costs outpace your business growth.
Remember, the best deal is one that aligns with your success, not just Salesforce’s.
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