Customers leave for many reasons. How you handle the exit affects your reputation and avoids disputes. A clear process gives the customer their data, keeps their email working during the move, and frees your resources at the end.
Before you start
- WHM access on your reseller plan.
- The cancellation request in writing, from the account's contact email.
Step: confirm the cancellation
Confirm the date service ends and what happens to data afterwards. Many hosts keep data for a short period after the end date, then delete it.
Step: give the customer their data
- The customer can create a full backup in cPanel → Files → Backup → Download a Full Account Backup (see downloading a full backup).
- If they cannot, open their cPanel from WHM and generate it for them (see opening a customer cPanel).
- A full backup can be restored by any cPanel host, which makes moving easy.
Step: help with domains and email
- If you manage their domain, give them the EPP code promptly (see selling domains).
- Remind them to switch nameservers or MX records only after the new host is ready, so email keeps arriving.
Step: suspend at the end date
Suspend rather than terminate on the end date (see suspending accounts). Suspension keeps data in case the customer forgot something, while stopping service.
Step: terminate after the grace period
After the agreed grace period, terminate the account (see terminating an account). This frees disk and an account slot in your allocation.
Warning: Termination is permanent. Confirm in writing that the customer has their data before you terminate early at their request.
Billing
If you use WHMCS, cancellation requests can trigger automatic suspension and termination on the right dates. Make sure the WHMCS timeline matches what you promised.
Learn from cancellations
Ask one short question: why are you leaving? Price, speed and support answers tell you what to improve.
Frequently asked questions
Must I give customers a backup?
Their website and email are their data. Providing a way to download it is fair and avoids disputes; check your own terms too.
What if the customer has unpaid invoices?
Follow your terms. Many hosts still allow a data download before termination; settle that policy in advance.
Can I keep backups after termination?
Only as long as your privacy policy says. JetBackup retention on the server is limited anyway.
How long should the grace period be?
Many hosts use 7 to 30 days. Pick a period, state it in your terms and stick to it.
What if the customer wants to come back?
If the account is only suspended, unsuspend it. After termination, restore from their own backup or ours if still available.
Should I delete DNS zones too?
Termination removes the account's zones. If the domain still points to your nameservers, it stops resolving, so remind the customer to change nameservers first.