Configure SaaS Downgrade Settings and Discount Deflections

The Downgrade Flow in SaaS Configurator gives sub-account admins a self-serve path to a lower plan while keeping retention tools (reason capture and discount offers) in your hands. Downgrades schedule for the next billing cycle with no proration.

What you control

• Self-serve toggle — allow or block client-initiated downgrades.
• Downgrade reasons — the list clients pick from when downgrading.
• Discount deflection — an optional retention offer presented mid-flow.
• Activity logs — auditable record of every downgrade attempt and outcome.

Billing rules

• Effective date: downgrades apply at the start of the next billing cycle.
• No proration: no mid-cycle refunds or partial charges.
• Access: clients keep current-plan features until the effective date.
• Cancellable: clients can hit Keep My Plan any time before the effective date.
• Discount duration: monthly subscriptions discount for the months you set; annual subscriptions discount for one year.
• Upgrades remain available at any time from Billing.

Step 1: Enable downgrades

1. Open the Agency Dashboard.
2. Go to SaaS Configurator → Downgrade Settings.
3. Toggle Allow clients (account admins) to downgrade their subscription on or off.

If disabled, clients see no downgrade option in their billing settings.

Step 2: Manage downgrade reasons

A default list ships with reasons like Too expensive, Not using features, and Difficult to use. Customize freely:

• Edit existing reasons.
• Remove ones that do not fit.
• Add new reasons up to 50 characters each.

Concrete reasons feed cleaner churn data.

Step 3: Configure discount deflection (optional)

1. Toggle Enable Discount Offer on.
2. Set the Discount % (e.g. 25%).
3. Set the Discount Duration (e.g. 3 months for monthly plans).
4. Decide whether clients can use the discount more than once.
5. Click Save.

Client downgrade experience

1. Client opens Account Settings → Billing → Modify Subscription → Downgrade.
2. They pick a downgrade reason from your configured list.
3. If discount deflection is on, the offer appears. Accepting cancels the downgrade and applies the discount from the next billing cycle.
4. If they decline, the downgrade is scheduled for the next billing cycle.

Track activity

Open SaaS Configurator → Cancellation Settings and scroll to Activity Logs. Logs include sub-account name, timestamp, outcome (Deflected or Downgraded), reason, plan transition, next billing date, and the user who initiated. Export with the Download option for analysis.

Frequently asked questions

When does a downgrade take effect?

At the start of the next billing cycle. There is no mid-cycle proration.

Does accepting the discount cancel the downgrade?

Yes. The client stays on the current plan and the discount applies from the next billing cycle.

Can clients reverse a scheduled downgrade?

Yes. From Billing → Modify Subscription, choose Keep My Plan any time before the effective date.

Why do my clients not see a discount offer?

Either the discount toggle is off, or the client is on a V2 plan where discount deflection is not yet supported.