What happens when a client leaves

An offboarding runs in stages. This is the order things happen in once you have scheduled it in the wizard (see Offboard a client), with what your agency sees and what the client sees at each stage.

Before you start

• The client used in the examples here is Fellwick, leaving with a last service date of 31 October and an effective date of 1 November.
• Every step below runs automatically, checked each hour. You can bring the handover forward with Run handover now on the summary page.

1. When you schedule

• Invoices you chose to void are voided in Zoho Books.
• A final invoice set to raise on scheduling is raised within the hour and sent through Zoho Books like any other invoice.
• Fellwick's pages show your team a banner: "Offboarding scheduled, effective in {days}d".
• Nothing changes for the client yet. Your team keeps working as normal.

2. On the effective date (1 November)

In the first hour of the effective date the handover runs, step by step, each recorded in the Handover action log:

1. Settlement is carried out as you decided it, and any new charges are raised as the final invoice (or wait for the invoice you named to be paid first).
2. Your agency's link to Fellwick closes. Another agency's link, if there is one, is untouched.
3. Your staff lose access to Fellwick and come off its account team.
4. The client's contract ends on the last service date (31 October), so November is never billed.
5. Fellwick leaves your agency's portfolio, and your agency's digest for it stops.
6. Ownership passes to the person you chose, who becomes the billing and access owner.
7. The grace period starts. Fellwick's billing contacts receive "Fellwick: your workspace is now yours to manage", with the date full access ends.

3. The wait for the final commission

October's commission is raised by the monthly run on 1 November from October's final figures. Until it has been raised (or you wrote it off, or the run found nothing to bill), the offboarding shows as waiting for that commission, and Fellwick's Meta Ads and Google Ads keep syncing on your agency's connection so the figures are complete. If it has still not been raised a week after the raise date, the handover carries on anyway and the log says so.

4. The data cut, then completed

• Meta Ads and Google Ads syncs that ran on your agency's connection are switched off. A sync on Fellwick's own connection carries on. Your agency's access inside Fellwick's Meta and Google accounts is never removed by Fabrik Analytics; only Fellwick can remove it there.
• If you chose Disconnect integrations on handover, Fellwick's integrations are disconnected now, after the commission, and its Klaviyo access is withdrawn (which starts Klaviyo's 30-day data deletion).
• The offboarding is marked completed. Revoke agency access becomes available on the summary page.

5. The grace period and Free

• During the grace period Fellwick keeps Pro with nothing to pay. Its Billing page shows Until it ends, "No charge until it ends" and Moves to Free with the date.
• Three days before the end its billing contacts receive "3 days left on full access for Fellwick".
• If Fellwick has chosen a plan by then, it keeps that plan. If not, it moves to Free: a 30-day dashboard, its integrations, tracking and a team of two. Nothing is deleted.
• With Agency keeps paying (special arrangement) none of this happens: no emails, and the brand is not moved to Free.

What the client sees

• Its users keep their logins and all of the brand's history.
• Settings, Integrations shows "Meta needs the brand's own connection" (or Google) once the sync on your agency's connection stops. Connecting its own account with the Connect button starts the data again, and history already imported stays.
• Its Client Owner now manages the brand directly, including its plan on Billing and its connections on Settings, Integrations.
• Your agency's farewell email, if you sent it.

Troubleshooting

• The offboarding shows failed: open the Handover action log, fix what the failed step names, then choose Resume handover.
• The client says its ad data stopped: it needs to connect its own Meta Ads or Google Ads account. Send it the link from the Handover step. See Why does Meta or Google need its own connection?.
• The client was not emailed about billing: the emails go to the brand's billing contacts. Check the new owner's address, or the offboarding was set to Agency keeps paying.
• Anything else: email support@fabrik.ae with the brand's name.