Make the extra visible
A client package can contain an underlying software subscription plus optional products. Keep an add-on register with product name, account reference, purchaser, renewal basis and the person responsible for changes. HighLevel’s reselling cancellation documentation explicitly covers add-ons rather than the core SaaS plan. That distinction is the reason to avoid one generic active or cancelled field for everything.
Use a fictional register
Imagine a workspace with a core plan and two optional services. The client requests cancellation of one extra, not the workspace. The register should identify that exact product and the requested effective date. It should also show whether the request has merely been received or whether the corresponding change has been confirmed. Do not use a broad account action as a shortcut.
Reconcile description and configuration
Compare the public offer, client-facing plan sheet and the active product list. If an extra is described as included, identify who absorbs its cost. If it is separately charged, ensure the client explanation does not imply that the platform fee covers it. The current bundling documentation establishes available configuration paths, not that a bundle removes the agency’s cost or service responsibilities.
Review before a renewal or exit
Inspect each active extra when a plan changes, a client departs or a service is no longer needed. Record the observed status and effective date rather than assuming that cancelling one subscription cascades to others. Preserve historical references needed to explain earlier charges. If a required record is unavailable, report the uncertainty and ask the relevant provider a narrow question before promising that billing has completely stopped. At the next plan review, compare the register with the actual product list and mark each item retained, scheduled to end or uncertain. Do not silently omit an extra merely because nobody remembers ordering it.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Resold add-on cancellation — Merchant documentation · help.gohighlevel.com · Merchant-controlled · checked 2026-09-27
- Bundling products with SaaS plans — Merchant documentation · help.gohighlevel.com · Merchant-controlled · checked 2026-09-27