Learn how to enable self-service downgrades, configure downgrade reasons and retention discounts, understand when a downgrade becomes effective, track activity, and recognize when eligible SaaS V1 subscription synchronization occurs.

Scheduling a downgrade does not immediately change the client's active plan. The client keeps the current plan and features until the scheduled effective date. For an eligible SaaS V1 selling-sub-account subscription, synchronization occurs when the supported downgrade becomes effective.

Downgrade Settings in GHL Customer Care's SaaS Configurator control whether sub-account admins can move themselves to a lower-tier SaaS plan. Agencies can enable or disable self-service downgrades, customize the reasons clients choose when downgrading, and optionally present eligible clients with a retention discount before the downgrade is scheduled. This creates a structured downgrade path while preserving visibility into churn reasons and outcomes.

A structured downgrade experience gives clients more control while helping agencies preserve revenue, understand churn, and maintain predictable billing behavior. Configuring these settings before clients need them also reduces manual support work during plan changes.

• Self-Service Control: Clients can initiate an eligible downgrade from their Billing area without contacting support.
• Churn Insight: Configurable downgrade reasons help identify recurring pricing, adoption, or usability concerns.
• Revenue Protection: Eligible V1 clients can be presented with an optional discount offer before the downgrade is scheduled.
• Predictable Billing: This downgrade flow schedules the lower plan for the next billing cycle instead of changing the subscription mid-cycle.
• Auditability: Activity Logs provide visibility into downgrade attempts, deflections, reasons, plans, and users.

Downgrade timing determines when billing and feature access actually change. Understanding these rules helps agencies explain the client experience accurately and distinguish a scheduled downgrade from one that has already become effective.

• Monthly discount duration: For eligible monthly subscriptions, the retention discount applies for the number of months configured by the agency.
• Annual discount duration: For eligible annual subscriptions, the discount applies for one year.
• Scheduled effective date: The downgrade takes effect at the start of the next billing cycle.
• No mid-cycle proration: This scheduled downgrade flow does not create a mid-cycle refund or partial charge.
• Access until the change: Clients keep their current-plan features until the scheduled effective date.
• Keep My Plan: Clients can cancel a scheduled downgrade before its effective date and remain on the current plan.
• Upgrades remain available: Eligible clients can still access supported upgrade options from Billing.

Eligible SaaS V1 subscriptions sold through a selling sub-account can have both a Stripe subscription and a corresponding subscription record in that selling sub-account. Because a configured downgrade is future-effective, the subscription bridge should be understood in relation to the date the lower plan actually becomes active.

Configure the downgrade flow before enabling it for clients so the available reasons, retention offer, and timing match your agency's billing and retention strategy. The global setting controls whether eligible sub-account admins can access the self-service downgrade experience.

Step 1: Enable Downgrades

Enabling the downgrade option makes the self-service downgrade action available to eligible client administrators. Keep the setting off if your agency wants all downgrade requests handled manually.

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Step 2: Manage Downgrade Reasons

Downgrade reasons capture structured feedback at the moment a client considers moving to a lower plan. Use reasons that help your team identify actionable pricing, adoption, or product trends.

• Start with the provided default reasons, such as pricing or feature-usage concerns.
• Edit existing reasons to match your business.
• Remove reasons that are not relevant.
• Add new reasons up to the supported character limit.

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Step 3: Configure Discount Offers

A retention discount can give an eligible V1 client a reason to remain on the current plan before the downgrade is scheduled. If the client accepts the offer, the downgrade is canceled and the client stays on the existing plan.

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The customer flow separates the decision to downgrade from the date the new plan becomes active. Clients first choose a reason and, when eligible, see the configured retention offer before the downgrade is scheduled for the next billing cycle.

1. Go to Account Settings > Billing > Modify Subscription > Downgrade.

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2. Select a downgrade reasonfrom the agency's configured list.

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3. If an eligible V1 retention offer is enabled, review the discount. If the client accepts it, the downgrade is canceled and the client remains on the current plan.

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4. If the client declines or skips the available deflection, the downgrade is scheduled for the start of the next billing cycle.

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Activity Logs help agencies identify why clients consider downgrading, which offers successfully retain clients, and which plan changes proceed. Exportable records also provide a useful audit trail for support and retention analysis.

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