Client Offboarding Checklist (Creative Agency)

Phase 1 — Final billing and time reconciliation

• Pull all open time entries for this client and mark them billed or written off — leave nothing in a "pending" state.
• Confirm no unbilled expenses remain (subcontractors, stock, travel, software).
• Check the original project scope or retainer agreement against what was actually delivered — note any overages or under-delivery.
• Create and send the final invoice; include a line description for each service or phase.
• If a deposit is held, reconcile it against the final invoice total and issue a credit or top-up as needed.
• Confirm any outstanding invoices from earlier in the engagement are settled before archiving the account.
• Record the final invoice date in your project record so the payment clock is clear.

In Ascend, run a time report filtered to this client, mark open entries, and generate the invoice from the logged hours in one step. The final invoice lives on the client's database record alongside all previous invoices.

Phase 2 — Asset and file delivery

• Compile all deliverables into a single organised folder structure (by deliverable type, not by internal project phase).
• Include working files alongside exports — source files (.ai, .fig, .psd, .sketch, .xd) and their export folders clearly labelled.
• Confirm you are delivering the formats specified in the original brief or scope agreement.
• Add a README or file index at the top level so the client (or their next agency) can orient quickly.
• Use the client's preferred delivery method — shared drive folder, WeTransfer, direct upload — not whatever's easiest for you.
• Confirm delivery with a message that specifies what was sent, in what format, and where it lives.
• Archive a copy of the final deliverables on your own systems before removing any working files.

Phase 3 — Credentials and access handoff

• List every platform, account, and system you have access to on behalf of this client.
• For each one: transfer admin rights or ownership to the client before removing yourself — never delete your access until they have full control.
• Website CMS (WordPress, Webflow, Squarespace, etc.) — Transferred / Not applicable.
• Hosting provider / registrar — Transferred / Not applicable.
• Google Analytics / Search Console / Tag Manager — Transferred / Not applicable.
• Social media accounts (Meta Business Manager, LinkedIn Page admin, etc.) — Transferred / Not applicable.
• Email marketing platform (Mailchimp, Klaviyo, etc.) — Transferred / Not applicable.
• Paid ad accounts (Google Ads, Meta Ads Manager) — Transferred / Not applicable.
• Domain registrar — Transferred / Not applicable.
• Any third-party API keys or integrations you set up — Transferred / Not applicable.
• Confirm the client has received and acknowledged each credential transfer — do not assume a forwarded link is sufficient.
• Remove your team's access and revoke any agency-side API keys once transfer is confirmed.
• Note the transfer confirmation (date, method) in the client record in case of a later dispute.

This phase has the highest error rate in agency offboarding. Do it methodically — the credential transfer phase is where most agency offboardings fall short.

Phase 4 — Knowledge transfer

• Prepare a brief usage guide for anything custom-built — even a one-page note covering the three things they'll need to change most often.
• Record a short walkthrough video for complex interfaces if text alone won't be enough (screen recording, no production needed).
• Tell the client explicitly what is and is not covered by any post-launch or maintenance period.
• If there's a warranty or support window, define when it starts and when it ends — in writing, even if just an email.
• Flag any known issues, pending third-party dependencies, or items deliberately deferred from the original scope.
• Confirm the client knows who to contact if they need future work (ideally, the same person at your agency who ran the account).

Phase 5 — Feedback and relationship close

• Send a project-close survey or feedback request — timing matters: within 5 days of delivery, while the work is fresh.
• Keep the survey short: 3-5 questions maximum; don't make feedback feel like work.
• Ask: Was the project delivered to the brief?
• Ask: What worked well in how we ran the project?
• Ask: What would you change about the process?
• Ask: Would you work with us again? (yes / no / maybe)
• Ask: Are you willing to be a reference or leave a short review?
• If feedback is positive, ask directly for a Google review, G2 entry, or LinkedIn recommendation — don't assume they'll volunteer it.
• Log any critical feedback in your internal retrospective note (not just in a survey platform you never re-read).
• Send a personal close message from the account lead — not a template, not a no-reply address.

Phase 6 — Internal account closure

• Mark the project as complete in your project records with the actual end date.
• Log final hours, final revenue, and final profit margin for this client (your future self will want this at renewal time).
• Run a brief internal retrospective: what would you do differently? Note it while it's fresh — one paragraph is enough.
• Tag the client record as "Past client" and note the relationship status (good standing, ended early, do not re-engage).
• Set a reminder to follow up in 3-6 months — a check-in call about new work is far easier from a clean offboarding than from silence.
• If the project feeds into a case study, brief someone to write it now while details are accessible.

Update the client record in your Ascend database to reflect closed status. The record retains the full invoice history, logged hours, and project notes — searchable for future reference or for preparing a re-engagement pitch.