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FHDN Offboarding Process

Last updated: July 31, 2025

FHDN Offboarding Request Form

For client-facing teams – If you are working with an active client that wishes to opt-out of the FareHarbor Distribution Network (Referral Links or API Bookings), fill out the FHDN Offboarding Form.

This form will create a ticket for the Strategic Partnerships team. If you have any questions, please use the FHDN Question workflow in the #strategicpartners-affiliates Slack channel.

FHDN Offboarding Reasons

Companies on the FHDN might decide to leave the network for the following common reasons:

Companies that have opted out of the FHDN can be found in our CRM using this search query “custom.sp – fhdn affiliate status” in (“Former”).

The requests for a company to be removed can come:

We do not want companies to leave FHDN (Referral Links or SPI Bookings), so there are a few simple things you can do before officially starting the offboarding process. This is only when the company is still active clients, in all other scenarios proceed to the offboarding steps below.

Understand why the client wants to leave FHDN (prior to reaching out)

Sometimes something minor, like not knowing how to navigate through the FHDN Marketplace might change the client’s mind, so the more information you gather before reaching out to the client the better. Here’s what you need to do:

Responses to Pushback

Remember that joining the FHDN ensures business growth. Even if we currently lack resellers for them, this can change, and we will keep them informed. Clients risk neither money nor time; they can maintain their current business level or increase revenue. Below are common client objections and how to address them.

Client says: I’m not happy with the commission structure of the FHDN as it’s not fair to me and my business. I feel like I am paying too much.

(ONLY FOR FHDN Referral Links) Client says: Having a different tour page on our website confuses customers, leading to many calls and questions about tours we don’t run. This is problematic as we can’t provide answers.

Client says: The companies that I want to partner with have not/do not want to join the FHDN/ or are not even a FH active client so I am not interested in joining for now.

Client says: The cost of the commission is too much given my margins. We aren’t earning enough on the tours to allow us to be a participant in the FareHarbor Distribution Network.

Client says: We just acquired this business and we aren’t interested in the FHDN.

Call the client

Once you have checked all of the above, it is best to call the client. A quick phone call could keep them as a member of the FHDN.

Note: If the client is still convinced to leave the FHDN, let them know that as per the agreement they signed when they joined, there is a 30 days notice in which we will work to offboard them from the FHDN, so during that time additional bookings could still come through depending on how quickly those links come down.

FHDN Referral Links Offboarding Process

Client is only acting as an Affiliate (APA): FHDN Offboarding

Identify FHDN Book Buttons

Review the client’s website or confirmation/reminder/follow-up emails for FHDN book buttons. If there are FHDN book buttons, or page builds dedicated to the FHDN, use one of the forms below to reach out to the appropriate FH team.

Dashboard: Remove Affiliate Checkbox

  • Go to settings > click on the advance settings on the right
  • Go to FH Connections.
  • Untick the Affiliate checkbox under FareHarbor Distribution Network (FHDN)
  • Go to the bottom and click Save changes.

Forms

If there are FHDN buttons in the confirmation email, remove the code entirely.

Close

  • Add a note in the lead explaining why the lead left the FHDN.

    • FHDN Opt Out Notes
    • Date Joined – Jan 3, 2022
    • Dated Opted out – Aug 30, 2023
    • PPA Only or APA and PPA
    • Reason for leaving – Former client

  • Remove the Documents – Affiliate Participation Agreement and/or Documents – Provider Participation Agreement custom fields.

  • Check if the SP Ops – Note custom field is added to the lead with the option “FHDN Former – 2024”. If it’s not in the lead, set a task for Strategic Partnerships Operations saying – Hey! Please update SP – Ops Note CF to FHDN Former – Year.

Steps for SP Ops

  • Add SP – Ops Note custom field to FHDN Former – Year
  • Check whether the Documents FareHarbor Connect CF exists in the lead. If yes, set a task to SP Manager – API Connections based on the lead location (Europe – Victor, APAC – Armando, NORAM – Grant).

Client is only acting as a Provider (PPA): FHDN Offboarding

Close

  • Add a note to their lead using exactly this format

    • FHDN Opt Out Notes
    • Date Joined – Jan 3, 2022
    • Dated Opted out – Aug 30, 2023
    • PPA Only or APA and PPA
    • Reason for leaving – Former client

  • Remove custom field Documents – Provider Participation Agreement

  • Check if the SP Ops CF is added and set to FHDN Former – 2024. If it’s not in the lead, set a task for Strategic Partnerships Operations saying – Hey! Please update SP – Ops Note CF to FHDN Former – 2024.

Review which FHDN affiliates are offering this client’s tours

  • SP Manager can go to the client’s Dashboard and run a Report > Bookings By Voucher > FHDN and see all the affiliates that are reselling this client through the FHDN that they would need to notify that the client is leaving. You can use the email template SP – FHDN – Offboard Partner Notification to notify all the affiliates in Close.

Dashboard: Remove FHDN Affiliate

  • Navigate to FH URL and open their Dashboard
  • Go to Settings and navigate to Affiliates
  • Locate the FareHarbor Distribution Network and click Edit
  • Scroll down and click on “Delete”

Dashboard: Remove Affiliate Checkbox

  • Go to settings > click on the advance settings on the right
  • Go to FH Connections.
  • Untick the ** Provider checkbox** under FareHarbor Distribution Network (FHDN). Note: If the client also wants to leave FHDN API – Untick FareHarbor Connect.
  • Go to the bottom and click Save changes.

Steps for SP Ops

  • Add SP – Ops Note custom field to FHDN Former – Year
  • Check whether the Documents FareHarbor Connect CF exists in the lead. If yes, set a task to SP Manager – API Connections based on the lead location (Europe – Victor, APAC – Armando, NORAM – Grant).

Client is a Provider and an Affiliate (PPA and APA): FHDN Offboarding

Identify FHDN Book Buttons (APA)

Review the client’s website or confirmation/reminder/follow-up emails for FHDN book buttons. If there are FHDN book buttons, or page builds dedicated to the FHDN, use one of the forms below to reach out to the appropriate FH team.

If there are FHDN buttons in the confirmation email, remove the code entirely.

Close (APA & PPA)

  • Add a note to their lead using exactly this format:
    • FHDN Opt Out Notes
    • Date Joined – Jan 3, 2022
    • Dated Opted out – Aug 30, 2023
    • PPA Only or APA and PPA
    • Reason for leaving – Commission too high
  • Remove custom field Documents – Affiliate Participation Agreement
  • Remove custom field Documents – Provider Participation Agreement
  • Check if the SP Ops CF is added and set to FHDN Former – 2024. If it’s not in the lead, set a task for Strategic Partnerships Operations saying – Hey! Please update SP – Ops Note CF to FHDN Former – 2024.

Review which FHDN affiliates are offering this client’s tours

  • SP Manager can go to the client’s Dashboard and run a Report > Bookings By Voucher > FHDN and see all the affiliates that are reselling this client through the FHDN that they would need to notify that the client is leaving. You can use the email template SP – FHDN – Offboard Partner Notification to notify all the affiliates in Close.

Dashboard: Remove FHDN Affiliate (PPA)

  • Navigate to FH URL and open their Dashboard
  • Go to Settings and navigate to Affiliates
  • Locate the FareHarbor Distribution Network and click Edit
  • Scroll down and click on “Delete”

Dashboard: Remove Affiliate Checkbox

  • Go to settings > click on the advance settings on the right
  • Go to FH Connections.
  • Untick the Affiliate/Provider or both checkbox under FareHarbor Distribution Network (FHDN). Note: If the client also wants to leave FHDN API – Untick FareHarbor Connect.
  • Go to the bottom and click Save changes.

Steps for SP Ops

  • Add SP – Ops Note custom field to FHDN Former – Year
  • Check whether the Documents FareHarbor Connect CF exists in the lead. If yes, set a task to SP Manager – API Connections based on the lead location (Europe – Victor, APAC – Armando, NORAM – Grant).

Partner is a reseller through the FHDN (APA): FHDN Offboarding

Steps to be completed by the SP Manager ONLY

Partners of the FHDN will typically opt out of the network when they change ownership, go out of business or no longer have FHDN links on their site.

Review

Before proceeding to the offboarding below, please make sure to:

  • Send your POC an email to ask them if they are still operational.
    • If you receive a reply that they are ending their business, proceed to Step 3
    • Check Tableau to see if the partner has referred any bookings via the FHDN.
    • Check the partner’s website, Google Business Profile, Instagram or Facebook page to see if these websites report the company as closed.
  • If ANY of these websites report the company as closed, proceed to Step 3

Close

  • Add a note to their lead using exactly this format:
    • FHDN Opt Out Notes
    • Date Joined – Jan 3, 2022
    • Dated Opted out – Aug 30, 2023
    • PPA Only or APA and PPA
    • Reason for leaving – Commission too high
  • Remove custom field Documents – Affiliate Participation Agreement
  • Set a task for Strategic Partnerships Operations saying – Hey! Please update SP – Ops Note CF to FHDN Former – 2024.

SP Ops tasks in Close

  • Remove SP – FHDN Sales Owner and/or SP – FHDN Account Manager.
  • Remove FHDN and ASN-Live options from SP – Affiliate Setup custom field
  • Add SP – Ops Note custom field and select HO – (SP Manager Name) to mark who was the previous owner of this lead.
  • Check if this partner’s logo is on the FHDN Compass page or any other internal & client-facing material.
  • If this partner is also connected through the API, set a task for the SP – API Partner Owner.

FHDN API Offboarding Process

IMPORTANT: This is only to be completed by the Strategic Partnerships Team

Offboarding an Affiliate

  • FHDN API Dashboards

    • Review which FHDN API Dashboards the API Affiliate is connected to in the API Key Cheat Sheet (Search by Affiliate name) or in the Strategic Partnerships Airtable
    • Go to the FHDN API Dashboards that need to be updated
    • Select Settings > Users & Permissions > Edit (Affiliate) > Account > Permissions
      • Deactivate user
      • Remove Permissions
      • Remove Partner group
    • Save Changes.
    • Repeat steps above for any other FHDN API Dashboards the API Affiliate has access to.

  • Admin Dashboard

    • Navigate to Settings > Integrations.
    • Search API Affiliate.
    • Select Edit.
    • Select “Delete” for All FHDN API listed Dashboards (Using the example below, you would select the Delete button for all of the FHDN API listed connections. You WOULD NOT select any of the TourDesk.io listed connections.)

    • Re-open the API Key Cheat Sheet.
      • Remove FHDN API shortname/s and User key/s that were previously linked to API Affiliate
    • Open Close and go to API Affiliate’s lead
      • Remove Custom Field: Documents – FareHarbor Connect Affiliate Agreement Signed
      • Add a note in their lead – Former FHDN API Client – Reason of leaving
      • Set a task for SP Ops to add “FHDN API Former” under the “SP – Ops Note” custom field (if this option does not exist SP Ops should create it).

Offboarding a Provider (FH Client)

Dashboard

  • Open the Client’s Dashboard.
    • First, go to Settings > click on the advance settings on the right
      • Go to FH Connections.
      • Untick the FareHarbor Connect
      • Go to the bottom and click save changes.
    • Next, in their Dashboard, follow the steps below to Remove API Permissions for FHDN API Affiliate
      • Settings > Affiliates
      • Find Affiliate, FHDN API, select Edit
      • Under Permissions: Select the RED X to remove API Permissions
      • Select Save at the bottom of of the page.
    • Review if the client has any pending FHDN API Booked Future Availabilities (look 1 year ahead starting from today): Run a report from Reports > Bookings > Booking Details > Advanced.
      • Select Custom Range (today till 1 year ahead)
      • Select Add Filter under Filter bookings
      • Select ‘Affiliate’
      • Uncheck ‘Any’
      • Select ‘FHDN API’
      • Scroll to the bottom and Select Save
      • Generate Report
        • If there are NO bookings –
          • If Client Operates In A USD Dashboard, email affiliate Virgin Experience Gifts (Melanie White):
            • Inform them that Client “XYZ” is no longer a member of FHDN API.
            • Request a report of any Unredeemed (“outstanding”) Vouchers, if any.
              • If there are Unredeemed Vouchers:
                • Set a task for the SP Owner in the Client’s Close lead to delete Affiliate, FHDN API, after the last future Invoice has been processed.
                • Forward the Report to the Client informing them of the Unredeemed Vouchers.
              • If there are NOT any Unredeemed Vouchers: Delete Affiliate, FHDN API
            • All other Currency Dashboards: Delete Affiliate, FHDN API
        • If there are bookings then:
          • Set a task for the SP Owner in the Client’s Close lead to delete Affiliate, FHDN API, after the last future Invoice has been processed.
          • Send an email to the Affiliate that this client is no longer a member of FHDN API, but any pending bookings will be honored.

Close

  • Remove Custom Field: Documents – FareHarbor Connect Provider Agreement Accepted
  • Add a note in their lead saying – Former FHDN API – Reason of leaving
  • Set a task for SP Ops to add “FHDN API Former” under the “SP – Ops Note” custom field (if this option does not exist SP Ops should create it).
  • Email all FHDN API Partners notifying them that the provider is no longer part of the network (you only need to email partners who are listed in that currency).

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