TABLE OF CONTENTS

• Step 1: Enable Downgrades
• Step 2: Manage Downgrade Reasons
• Step 3: Configure Discount Offers (Optional Deflections)
• Step 4: Customer Downgrade Flow
• Step 5: View Downgrade Logs
• Why This Matters

Step 1: Enable Downgrades

• Go to SaaS Configurator → Downgrade Settings.

• Toggle Allow clients (account admins) to downgrade their subscription ON or OFF.

Note: If disabled, clients will not see any downgrade option in their billing settings.

Step 2: Manage Downgrade Reasons

• A default list of downgrade reasons is provided (e.g., “Too expensive,” “Not using features,” “Difficult to use”).

• Agencies can fully customize this list:

  • Edit existing reasons.

  • Remove reasons that don’t fit your business.

  • Add new reasons (up to 50 characters

Tip: Providing clear, relevant options helps you gather actionable insights into why customers are downgrading.

Step 3: Configure Discount Offers (Optional Deflections)

• Toggle Enable Discount Offer ON if you want to present clients with a discount when they attempt to downgrade.

• Enter details:

  • Discount % (e.g., 25%)

  • Discount Duration (e.g., 3 months for monthly plans)

• Choose whether clients can use the discount more than once.

• Save your settings.

Important Notes:
1. For monthly subscriptions, the discount applies for the number of months you configure.
2. For annual subscriptions, the discount automatically applies for 1 year.
3. The discount is not applied immediately but starts from the next billing cycle.

Step 4: Customer Downgrade Flow

When a client tries to downgrade:

1. They go to Account Settings → Billing → Modify Subscription → Downgrade.

2. They must select a downgrade reason (from the list you configured).

3. If discount deflection is enabled:

   • The discount offer is presented.

   • If the client accepts, the downgrade is canceled and the discount is applied from the next billing cycle.

4. If they skip/decline all deflections, the downgrade is scheduled to begin from the start of the next billing cycle.

Key Notes:
1. There is no proration. The client continues on their current plan until the end of the billing cycle.
2. The downgrade is scheduled, not immediate.
3. Clients can abort the downgrade anytime before it takes effect and continue with their current plan.

Step 5: View Downgrade Logs

Agencies can track all downgrade activity:

1. Go to SaaS Configurator → Downgrade Settings → Activity Logs.

2. The logs include:

   • Sub-account name

   • Timestamp

   • Outcome (Deflected / Downgraded)

   • Downgrade reason

   • From plan → To plan

   • Next billing date

   • User who initiated the downgrade

3. Use the Download option to export logs for deeper analysis.

Tip: Use these logs to identify churn risks and adjust your retention strategy.

Why This Matters

• For clients: Clear, self-service downgrade options increase transparency and trust.

• For agencies: Reduces support burden and provides insights into churn drivers.

• For revenue protection: Discount offers and downgrade deflections can prevent unnecessary MRR contraction.