How to Offboard a Client

Purpose

To provide a clear, consistent process for managing client cancellations across all departments. This SOP ensures client offboarding is handled professionally, on schedule, and with complete transparency for both the team and the client. The process covers the full lifecycle — from initial cancellation request through to service shutdown, billing closure, and internal communication.

Scope

This SOP applies to all SWEAT clients who submit a cancellation request. It is relevant to the Marketing, Support, and Operations teams and includes all key communication, automation, and workflow steps. It does not cover downgrades or service pauses.

Definitions

Roles & Responsibilities

Prerequisites

• Client has submitted a clear request to cancel services
• Marketing Manager has attempted to retain the client
• Cancellation Request Form has been submitted and Finish Date calculated

Triggers

The offboarding process begins when a client submits a cancellation request via email or written communication to their assigned Digi or the Support team.

This SOP is initiated as soon as that request is received and acknowledged.

Step-by-Step Process

Cancellation Received & Escalated

1. Client submits a cancellation request
2. The reciever sends acknowledgement email confirming the request is being reviewed
3. The reciever escalates the request to the Marketing Manager via Google Chat

Retention Attempt & Confirmation

1. Marketing Manager attempts to save the client via phone or email
2. If unsuccessful, the Marketing Manager completes the Cancellation Request Form in Monday.com

Offboarding is Triggered

1. New item is added to the SWEAT Offboarding Board
   1. Fields: Client Name, Request Date, Submitted By, Assigned Digi, Finish Date, Status
2. A Client Offboarding Board is created using a predefined checklist template
3. Email is automatically sent to the client confirming offboarding has begun (via Help Scout)
4. Message is sent to #Support in Google Chat to begin the offboarding process
5. Message is sent to #Agency in Google Chat to notify that offboarding is confirmed

Task Management & Communication

1. Support Specialist assigns due dates to each task in the Client Offboarding Board
   1. Each task includes a Person, Status, and Due Date
2. Support Specialist completes offboarding tasks by the assigned dates

Final Communications & Completion

1. Final Date (Day 28):
   1. Automation sends the “Your services end tomorrow” email to the client
   2. Google Chat message sent to #Support reminding team to finalise billing
2. Finish Date (Day 29):
   1. Google Chat message sent to #Agency confirming services have ceased
   2. Google Chat message sent to #Support reminding team to finalise all offboarding tasks
3. Support Specialist updates the SWEAT Offboarding Board
   1. Status is changed to Completed
   2. Notes or blockers (if any) are logged

Notes

• All offboarding tasks must be completed by COB on the Finish Date
• Credits and refunds are handled separately via the Credit/Refund Authorisation Form SOP
• If a client is saved mid-process, the Marketing Manager must alert Support immediately to halt offboarding

Tools Used

Templates