Client Offboarding Checklist
Use this checklist when a retainer ends or a project wraps up: confirm the notice period, hand over files and accounts, close billing, ask for feedback and revoke access. Variants below cover a full account exit and a project handoff.
Example: a retainer ending on 30 days’ notice
A hypothetical timeline for a monthly retainer client who gives 30 days’ notice. Adjust the days to the notice period in your contract.
- Day 0Confirm the notice and end date in writing. Tell the delivery team and pause new requests that cannot finish in time.
- Days 1-5Agree a handoff plan with the client: what will be delivered, which files and accounts transfer, who receives them.
- Days 5-20Finish or close open work. Export files, transfer admin rights on client-owned accounts and write the handoff notes.
- Days 20-30Hold the handoff call. Send the final invoice. Remove your team from client accounts and the client from your tools once paid.
- After day 30Ask for feedback, run an internal review and diarise check-ins at 3 and 6 months.
How to use it, and its limits
- Use the full account exit version when the relationship ends, and the project handoff version when one project closes but the client stays. The checklist at the top covers both at a summary level.
- Your contract overrides this list: check notice periods, who owns the IP and when final files are released relative to payment.
- Transfer access by adding the client as owner or admin on their own accounts. Do not send passwords by email.
- Progress is saved in this browser. Use Print to keep a paper or PDF copy for the client file.
Choose the version for your work
Use only the sections that match your engagement. Each version below contains its own complete working text or checklist.
Complete Client Offboarding Checklist
Handle every detail of client offboarding. Account review, asset transfer, knowledge handoff, final billing, feedback, and relationship maintenance.
Project Handoff Checklist for Agencies
Ensure smooth project handoffs with this checklist. Credentials, documentation, training, and closure.
Frequently asked questions
How do we handle offboarding when the client is unhappy?
Stay professional. Fulfill obligations. Don’t defend or argue. Offer exit interview to learn. A graceful exit can still yield feedback and prevent negative word-of-mouth.
Should we offer a discount to finish the relationship amicably?
Case by case. If it preserves relationship and referral potential, a small goodwill gesture can help. Don’t undercut your value or set bad precedent.
When do we revoke client access to our tools?
After handoff is complete and client has what they need. Typically at or shortly after contract end date. Communicate the exact date.
What if the client wants to take work elsewhere mid-project?
Check contract for termination and ownership of work-in-progress. Deliver what they’re entitled to. Invoice for completed work. Stay professional.
How do we prevent offboarded clients from bad-mouthing us?
Professional, gracious offboarding. Deliver everything promised. Request feedback and act on it. Sometimes it’s unavoidable, but good process minimizes risk.
Run the checklist where the client work happens
AgencyPro keeps projects, client requests, files, messages and invoices in one branded client portal, so each step is done and recorded in the same place.