This guide covers how to submit a downgrade, whether it’s a change to a lower-tier package or a reduction in the number of locations on an account.

Step 1: Use the Downgrade/Upgrade Calculator

Before submitting anything in Salesforce, go to the Downgrade/Upgrade Calculator to determine the updated ARR and pricing based on the downgrade.

Step 2: Submit the Downgrade in Salesforce

• Go to the parent account in Salesforce.
• Scroll to the Downgrade section and click Add New.
• Fill out the following fields:
  • Downgrade Name: Use the format Location Name – Downgrade Type (e.g., “Downtown – KS to Base” or “Chicago – Location Closed”).
  • ARR: Enter the updated value from the Downgrade Calculator.
  • Locations: Enter the number of locations affected by this change.
  • Downgrade Reason: Provide detailed context about why the downgrade is occurring.
  • Downgrade Category: Select the applicable category (e.g., Closed Location, Package Downgrade).
  • Downgrade Type: Choose whether this is a closed location or a package change.
  • Current Package / New Package: If applicable, select the current and new package options from the dropdowns.

Step 3: Add Billing Context

Use the Next Steps (Context for Billing) field to include everything billing needs to process the change. This should include:

• A brief summary of the change
• Any specific instructions for the billing team
• The Stripe URL
• Any other relevant details

Note: You no longer need to share downgrade details in the #billing-requests Slack channel. Make sure all relevant info is included here to avoid a need for a follow up conversation to happen in Slack.

Step 4: Automatic Slack Notification

Once submitted, the Downgrade Bot will automatically post the details in the #billing-requests Slack channel and the team will make adjustments in Stripe. There is no need to put another message in Slack.