Overview
When a client leaves your firm, you need to finalise any remaining software costs before stopping Practice Connect from tracking them. Ideally, wait until the client’s final vendor charges have been imported before starting the offboarding process.
How offboarding works
Before a Practice Connect job can be closed, all Pending Costs associated with the client need to be resolved. Each remaining cost must either be:
Pushed to the job if you plan to recover the cost from the client; or
Deleted if you do not plan to track or recover the cost
Once there are no unresolved costs, move the job to the appropriate status:
Move it to For Invoicing if you plan to recover the software costs from the client.
Move it to Cancelled if you do not plan to recover the costs.
Finally, change the client’s Practice Connect Mapping from Confirmed to Skipped. This tells Practice Connect to ignore future costs for that client rather than pushing them to a job.
How to offboard a client from Practice Connect
1. Review the client’s pending costs
Go to Pending Action and check that all relevant costs have been tracked to the client’s job. Any remaining costs must either be:
Pushed to the client’s job if they will be recovered
Deleted if they will not be recovered
2. Find the client’s job
Go to Jobs and search for the client.
3. Complete the appropriate billing process
What you do next depends on how the client’s software costs are being billed.
Client is set up in Recharges: No immediate action is required. Wait for the client’s final costs to be invoiced through Recharges. Once all costs have been invoiced, you can close the job manually. Otherwise, the job will close automatically at the end of the financial year.
Client is only in Practice Connect: Raise the client’s final invoice and include any remaining software costs. You may choose to include the software costs on the same invoice as the firm’s other professional fees. Once the final invoice has been raised, close the job manually.
If the costs will not be recovered: Delete any remaining costs that will not be charged to the client, then change the job status to Cancelled.
4. Update the client’s mapping
Once the client’s remaining costs and job have been handled:
Go to the Practice Connect Mapping page.
Find the client.
Change their mapping from Confirmed to Skipped.
Changing the mapping to Skipped means Practice Connect will ignore future costs for that client and will not push them to a job.
What happens if another charge arrives later?
A charge may still arrive after the client has been offboarded, particularly if they have not yet been removed from the vendor subscription. Because the client’s mapping is set to Skipped, Practice Connect will ignore the new cost and will not push it to a job. For this reason, firms should only change the mapping to Skipped once they are comfortable that no further costs need to be tracked.
What happens after offboarding?
After the process is complete:
The client’s previous jobs and tracked costs remain available for reference
Cancelled jobs can still be viewed
Practice Connect will ignore future costs while the client’s mapping is set to Skipped
No additional costs will be pushed to the client’s previous job
If the client returns later
A client can be reactivated if they return to the firm. You will need to:
Update their mapping from Skipped to Confirmed.
Go to the Pending Action table and send the new costs to XPM
New job will be created