FH Connect Offboarding Process
Last updated: July 21, 2025
IMPORTANT: This is only to be completed by the Strategic Partnerships Team
Occasionally the Strategic Partnerships team will be asked to remove a client (aka provider) from FH Connect. The request can come directly from the client or through a Zendesk ticket assigned to our team from Support, Channel Support, or their Account Manager. Ideally, we do not want clients to leave the FH Connect, so there are a few simple things you can do before officially starting the offboarding process:
- Understand why the client wants to leave FH Connect (prior to reaching out)
- Look in their Close lead and Dashboard
- Speak to their Account Manager
- Or see if there are hints in their request
- Prepare responses in advance to their pushback
- Reach out to the client
- Confirm your understanding of the situation
- Offer a solution, if one is possible, or repitch why they should stay
- If you are successful, great!… If not, please proceed with the steps below.
Offboarding an Affiliate
FH Connect Dashboards
- Review which FH Connect 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 FH Connect 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 FH Connect Dashboards the API Affiliate has access to.
-
- Navigate to Settings > Integrations.
- Search API Affiliate.
- Select Edit.
- Select “Delete” for All FH Connect listed Dashboards (Using the example below, you would select the Delete button for all of the FH Connect listed connections. You WOULD NOT select any of the TourDesk.io listed connections.)
- Re-open the API Key Cheat Sheet.
- Remove FH Connect 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 FH Connect Client – Reason of leaving
- Set a task for SP Ops to add “FH Connect Former” under the “SP – Ops Note” custom field (if this option does not exist SP Ops should create it).
Offboarding a Provider (FH Client)
Open the Client’s Dashboard.
- In their Dashboard, follow the steps below to Remove API Permissions for FH Connect Affiliate
- Settings > Affiliates
- Find Affiliate, FH Connect, select Edit
- Under Permissions: Select the
RED Xto remove API Permissions
- Select
Saveat the bottom of of the page.
- Review if FH client has any pending FH Connect 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 ‘FH Connect’
- 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 FH Connect.
- 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, FH Connect, 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, FH Connect
- If there are Unredeemed Vouchers:
- All other Currency Dashboards: Delete Affiliate, FH Connect
- If Client Operates In A USD Dashboard, email affiliate Virgin Experience Gifts (Melanie White):
- If there are bookings then:
- Set a task for the SP Owner in the Client’s Close lead to delete Affiliate, FH Connect, after the last future Invoice has been processed.
- Send an email to the Affiliate that this client is no longer a member of FH Connect, but any pending bookings will be honored.
- If there are NO bookings –
- In their Dashboard, follow the steps below to Remove API Permissions for FH Connect Affiliate
Go to client’s lead in Close:
- Remove Custom Field: Documents – FareHarbor Connect Provider Agreement Accepted
- Add a note in their lead saying – Former FHDN API – Reason of leaving
- Email all FH Connect 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).