User roles: Financial office staff, Owner/Manager, Sales director, Sales Owner/manager
Opportunity cancellation reasons let you record why an opportunity was cancelled before a proposal was sent. This keeps your records clear and helps you understand customer feedback.
Where to find opportunity cancellation reasons
âĄď¸ Click your Profile icon > Settings > Opportunities > Opportunity cancellation reasons > View
Your cancellation reasons are listed in a table. The first 50 are shown. If you have more than 50, click Load all opportunity cancellation reasons to see the rest.
How to add an opportunity cancellation reason
âĄď¸ Click Add new opportunity cancellation reason
A side panel opens.
Enter the reason in New opportunity cancellation reason.
Save the reason.
The new reason is added to the bottom of your list. Repeat this for each reason you want to add.
The cancellation reason is selected by the assignee and applies before a proposal is sent.
Note: Each cancellation reason needs a unique name. You can't add a reason with the same name as one that already exists.
How to manage opportunity cancellation reasons
Reorder your cancellation reasons
Drag and drop a row to move it up or down the list. To move a reason straight to the top, hover over its row and click Move to top. This option doesn't appear on the reason that's already at the top.
To sort your whole list in alphabetical order, click Arrange alphabetically A-Z.
The order you set here is the order your reasons appear in the cancellation reason dropdown on an opportunity.
Edit a cancellation reason
Click Edit on the row you want to change. The Edit opportunity cancellation reason panel opens.
Update the reason in Opportunity cancellation reason.
Save your changes.
Names must still be unique, so you can't rename a reason to match an existing one.
Delete a cancellation reason
Click Delete on the row you want to remove. The Delete opportunity cancellation reason window opens.
Confirm to delete the reason.
You can delete a reason even if it's been used. Opportunities that already have it keep showing the reason as it was. It's removed from your settings list and from the dropdown, so it can't be picked again.
Common questions
Do I still need to type "Delete" to delete a reason?
Do I still need to type "Delete" to delete a reason?
No, you no longer need to type "Delete". Click Delete on the row, then confirm in the Delete opportunity cancellation reason window.
What happens to opportunities that use a reason I delete?
What happens to opportunities that use a reason I delete?
Opportunities that use a deleted cancellation reason keep showing it unchanged. The reason is only removed from your settings list and from the dropdown for new selections. There's no Archive option for cancellation reasons.
Can two cancellation reasons have the same name?
Can two cancellation reasons have the same name?
No, every cancellation reason needs a unique name. You can't add or rename a reason to match one that already exists.
Does the order of my cancellation reasons affect the dropdown?
Does the order of my cancellation reasons affect the dropdown?
Yes, the cancellation reason dropdown on an opportunity shows your reasons in the order you set in settings.
Why can't I see all of my cancellation reasons?
Why can't I see all of my cancellation reasons?
The table shows the first 50 reasons. If you have more than 50, click Load all opportunity cancellation reasons to see the full list.
Who can manage opportunity cancellation reasons?
Who can manage opportunity cancellation reasons?
Users with the Financial office staff, Owner/Manager, Sales director or Sales Owner/manager role can manage opportunity cancellation reasons.