Write-off (agency)

A deliberate decision by an agency to not invoice for work already performed — distinct from unbilled work generally, which may include work that simply wasn't flagged or tracked rather than intentionally forgiven.

Example

An agency intentionally writes off 3 hours of minor client-requested tweaks each month per retainer client as a goodwill gesture, tracked explicitly so it doesn't get confused with unflagged scope creep in monthly reporting.

Why it matters for agencies

Tracking write-offs explicitly, separate from untracked unbilled work, is what lets an agency tell the difference between "we chose to give this away, for a reason" and "we lost this without deciding to" — the first is a controlled cost of doing business, the second is the thing worth fixing.