Offboarding Checklist

What to do when you stop offering via Firmhouse.

Contract Information and First Steps

Before beginning the offboarding process, it's important to understand the contract terms and who to contact.

Who to Contact

Contact your account manager or our Customer Experience team at [email protected] to initiate the process. All communication about terminating your contract should be in writing.

Contract Terms

Contracts automatically renew for the same period as originally agreed upon (e.g., annual contracts renew for another year). A notice period of one month is required before the contract end date. Early termination requests will set the termination date to the regular contract end date. Written notice must be sent to either your account manager or our support team.

Important Considerations Before Starting

Timeline Planning

Set a clear end date for your service, create a timeline for all necessary actions, and plan a communication schedule with customers.

Customer Management

Review active subscribers and decide whether to cancel or transfer subscriptions. Handle subscription cancellations and refunds through your payment provider, and ensure compliance with contractual notice periods.

Product Management

If applicable (e.g., rentals, try & buy propositions), determine your product handling policy including return process, buyout options, keep product arrangements, and refund procedures.

Data and Documentation

Request data exports including subscriber information, order history, payment records, and invoice documentation. Determine invoice accessibility for customers and plan for long-term record keeping.

Payment Provider Considerations

Plan closure of your PSP account (Adyen, Mollie, or Stripe). Prepare for potential chargebacks, as SEPA direct debits can be charged back up to 13 months after payment. Maintain access to your PSP account for chargeback handling and document chargeback handling procedures.

Technical Requirements

Review domain configurations including updating DNS settings, removing Firmhouse Checkout links, and updating website menus and email links. Handle custom domain email settings and review automated email systems.

Contact Information Updates

Designate contacts for financial inquiries, technical support, and chargeback handling. Update customer service channels accordingly.

Final Steps

Customer Communication

Notify all customers of the service end date, required actions, timeline of changes, support contact information, and alternative service options (if applicable).

Project Closure

Contact Firmhouse support for project archival, final data exports, and account closure confirmation.

What Happens After Project Closure?

In the month after your contract ends, Firmhouse will send the last invoice. In that month after the contract ends, you can still access the Firmhouse project for archiving and exporting data if needed. After this month, access to the project will be revoked and the project with all its data will be scheduled for archival.

Need Help?

Contact our support team at [email protected] for assistance with contract questions, project archival, data exports, special considerations, and timeline planning.

Keep records of all communications and actions taken during the offboarding process for future reference.