ScaleXP Invoicing: How to Handle Upsells, Cross-sells, and Downgrades

Marjorie Jackson
2026-03-22T16:22:19Z

This article explains how to handle upsells, cross-sells, and downgrades from an existing HubSpot deal in ScaleXP Invoicing, including how to bill the current-period change and decide where future invoice updates should be made.

Overview

When a customer changes their contract, whether through an upsell, cross-sell, or downgrade, we recommend updating the existing HubSpot deal rather than creating a new one.

This keeps the customer history in one place and makes it easier to manage the commercial change through invoicing.

In most cases, there are two actions to complete:

1. bill the change for the current period

2. update the future invoice so future billing reflects the new commercial terms

Best practice for upsells, cross-sells and downgrades

A typical workflow looks like this:

1. update the existing deal in HubSpot

2. create a one-off invoice for the current-period change, if needed

3. update the future invoice so future billing reflects the updated contract value

If you want to track contract changes separately, you can create dedicated pipelines such as Upsells, Cross-sells, or Downgrades and move the existing deal into the relevant pipeline.

Common scenarios

Upsells

An upsell increases the value of the existing contract, for example by adding more seats. In most cases:

update the existing HubSpot deal

create a one-off invoice for the uplift for the current period

update the future invoice so future billing reflects the higher value

Cross sells

A cross-sell adds an additional product or service to the existing customer relationship. In most cases:

update the existing HubSpot deal

create a one-off invoice for the current period if the new item starts mid-cycle

update the future invoice if the added product or service should continue in future billing

Downgrades

A downgrade reduces the value of the contract, for example by lowering the number of seats or removing a service. In most cases:

update the existing HubSpot deal

decide whether a current-period adjustment is needed based on your billing policy

update the future invoice so future billing reflects the lower value

FAQ: Where should the future invoice be updated?

The future invoice can be updated either in HubSpot through ScaleXP Invoicing or in the accounting system, depending on which team owns that process.

If Sales or Customer Success manages invoice changes, they can update the invoice through ScaleXP Invoicing.

If Finance manages recurring billing updates, they can update the invoice in the accounting system.

Both approaches can work.

Where Finance owns the update, teams often use internal handoff processes such as email, Slack, or internal tasks to make sure the future invoice is updated correctly.

Example

A customer adds 5 seats halfway through their current billing cycle.

1. Update the existing HubSpot deal.

2. Move the deal into the Upsells pipeline if you track expansions separately.

3. Create a one-off invoice for the additional seats for the remainder of the current billing period.

4. Update the future invoice so future billing reflects the new seat count.

5. If Finance owns that update, notify them through your usual internal process.

Conclusion

To handle an upsell, cross-sell, or downgrade, update the existing HubSpot deal, bill the current-period change where needed, and then update the future invoice based on your team’s ownership model.