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Support a SaaS price change with grandfathering

Grandfathering keeps loyal customers happy, but it creates a stream of questions about who qualifies, for how long and what happens when they change plan.

Last reviewed

Write the rule in one paragraph

State who keeps the old price, what ends it and whether it ever expires. Every agent should be able to repeat it without checking.

List the edge cases before customers find them

Cover upgrades, downgrades, a lapsed card, a reactivation and a second seat. Decide each one and note the answer in your reply templates.

Tell affected customers directly

Email grandfathered customers with their price, the rule and a date. A line in the changelog is not notice.

Keep a record on the account

Tag or note each grandfathered account so support and billing agree. Mismatched records are the main source of angry tickets.

Review the rule after a quarter

Count tickets about it and look at what confused people. Change the wording first, the rule second.

Questions

Should grandfathered prices ever end?

Only if you said so up front and give long notice. A surprise end date is a cancellation trigger.

What happens if a grandfathered customer downgrades?

Decide in advance. Many teams let them return to the old price within a short window, others do not. Write it down either way.

How do we explain it to new customers who pay more?

Be plain: earlier customers joined at an earlier price. Do not apologise for the new price.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.