# Cancellation reasons

## Overview

Cancellation reasons are reference values that explain why a sales record leaves the sales
lifecycle as cancelled. Maintain them when your team needs a new value, a clearer name, or a
value removed from the list used for cancelled sales work.

Cancellation can occur at three points in the sales lifecycle:

| Record point | What the cancellation reason supports |
|---|---|
| Potential | Explains why an early sales opportunity was cancelled. |
| Offer | Explains why an offer was cancelled. |
| Order | Explains why an order was cancelled. |

Opening the **Cancellation Reasons** page loads the list for the **Cancelled** status. The list
contains one visible **Name** column.

| If you need to… | Go to… |
|---|---|
| Open and identify the list | [Find the cancellation-reason list](#find-the-cancellation-reason-list) |
| Learn what appears on the page | [Understand the list and form](#understand-the-list-and-form) |
| Add, edit, or delete a reason | [Maintain cancellation reasons](#maintain-cancellation-reasons) |
| Search, filter, refresh, import, or export | [Search, filter, and use list tools](#search-filter-and-use-list-tools) |
| Resolve an access or surface difference | [Handle access and surface variations](#handle-access-and-surface-variations) |
| Resolve a message after an action | [When an action does not work](#when-an-action-does-not-work) |
| Work with the sales lifecycle | [Sales jobs lifecycle](doc:sales-jobs-lifecycle) |
| Open a related sales reference list | [Lost reasons](doc:configuration-sales-lost-reasons), [Regret reasons](doc:configuration-sales-regret-reasons), or [Order cancellation reasons](doc:configuration-sales-order-cancellation-reasons) |

## Before you start

Before you change a cancellation reason, have the name you want to use ready. The controls
available to you depend on your access.

| Before you start | Why it matters |
|---|---|
| Know the reason name | Saving requires a non-empty name. |
| Have permission to create | **New** appears when your create access allows it. |
| Have permission to edit | Selecting a row can open its edit form when your edit access allows it. |
| Have permission to delete | The row delete action appears when your delete access allows it. |
| Have permission to import or export | **Import** or **Export** appears in **Settings** when the matching access allows it. |

Use only the actions that appear on your page.

## Find the cancellation-reason list

The cancellation-reason list is the configuration sales list titled **Cancellation Reasons**.
Use the title and the **Name** column to distinguish it from the related sales reason lists.

**Prerequisites**

- You have access to the configuration area.

**Steps**

1. Open the configuration area's sales list for cancellation reasons.

2. Confirm that the page title is **Cancellation Reasons**.

3. Confirm that the list uses the **Name** column.

4. Confirm that the list displays five rows.

   ![Identify the Cancellation Reasons title and the Name list.](https://atloriaassets.blob.core.windows.net/assets/a438221c-c1af-407c-b9e6-a56c986db846/5c2352843e75234cbe87dc6efa8111b6.png)

**Result:** The **Cancellation Reasons** page is open with the **Name** list visible.

## Understand the list and form

The list is a single-column reference list. **Name** identifies each row, while **Reason** is the
field label used when you edit a row. The page also provides list tools above the rows.

| Area | What you use there |
|---|---|
| List | **Name** identifies each cancellation reason. |
| Edit form | **Reason** is the field for changing the reason name. |
| List tools | **Refresh**, **Table Layout**, and **Settings** control the list view. |
| Settings | **Filter Row** shows or hides the grid filter row. It starts disabled. |
| Editing and deletion | Select a row to open its edit form when you have edit access. Use the delete control on that row when you have delete access. |

The list does not show column headings or paging controls. The identifier is not shown, so work
from the **Name** and **Reason** labels. Use the controls on each row to edit or delete a reason.

## Maintain cancellation reasons

Use the procedure that matches the change you need.

### Add a cancellation reason

Add a reason when the list needs a new explanation for cancelled sales work.

**Prerequisites**

- The **Cancellation Reasons** list is open.
- **New** appears on the page.
- You have the reason name ready.

**Steps**

1. Select **New**.

2. In the new-reason dialog, enter a non-empty value in **Name**.

   ![Enter a cancellation reason in the required Name field.](https://atloriaassets.blob.core.windows.net/assets/a438221c-c1af-407c-b9e6-a56c986db846/3530f5ff9987093f5d0c3dcbb3a18ef3.png)

3. Select **OK**.

4. Confirm `Data saved Successfully`.

**Result:** The new reason is added to the list and the dialog closes.

### Edit a cancellation reason

Edit a reason when its name no longer describes the cancellation clearly.

**Prerequisites**

- The **Cancellation Reasons** list is open.
- You can select the row you need to change.
- Edit access allows the edit action.

**Steps**

1. Select the reason row.

2. In the edit form, change **Reason** to the required name.

   ![Review the Reason field in the edit form.](https://atloriaassets.blob.core.windows.net/assets/a438221c-c1af-407c-b9e6-a56c986db846/d8baacb9357007e9af2f8b5d30232c78.png)

3. Select **Save**.

4. Confirm `Data saved Successfully`.

**Result:** The changed reason appears in the list and the edit dialog closes.

### Delete a cancellation reason

Delete a reason when the reference value is no longer needed.

**Prerequisites**

- The **Cancellation Reasons** list is open.
- The row's delete action appears.

**Steps**

1. Open the row's delete action.

2. Read `Are you sure you want to delete this item?`.

3. Select **Delete**.

4. Confirm `Data Deleted Successfully`.

**Result:** The selected reason is removed and the list refreshes.

## Search, filter, and use list tools

Use the list tools to locate a reason or prepare the list for review. **Keyword to Search**
searches entered text; **Filter Row** provides a filter row; **Refresh** reloads the list.

**Prerequisites**

- The **Cancellation Reasons** list is open.

**Steps**

1. Choose one list task:

   | If you need to… | Select or enter… |
   |---|---|
   | Search by text | Enter text in **Keyword to Search**. |
   | Show the grid filter row | Open **Settings**. |
   | Reload the list | Select **Refresh**. |
   | Open the list-layout choices | Select **Table Layout**. |

2. If you chose to show the grid filter row, select **Filter Row**.

3. If you entered a filter value, select **Refresh**.

4. If **Export** appears, open **Settings**.

5. If **Export** is available, choose one format:

   | If you need… | Choose… |
   |---|---|
   | An Excel file | **Export to Excel** |
   | A PDF file | **Export to PDF** |

6. If you selected an export format, select **Export** in the `Exporting List:` window.

**Result:** The requested list task is complete, and the list remains ready for the next action.

## Handle access and surface variations

Access determines which maintenance actions appear on the **Cancellation Reasons** page. The
same configuration area also lists **Lost Reasons**, **Regret Reasons**, and **Order Cancellation
Reasons**. Each list has its own reference values.

| If you do not see… | Check… |
|---|---|
| **New** | Your create access for cancellation reasons. |
| The edit control | Your edit access and the row you selected. |
| The delete control | Your delete access. |
| **Import** in **Settings** | Your import access. |
| **Export** in **Settings** | Your export access. |

When a reason row is selected, the edit form uses **Reason**. When you add a reason, the new
dialog uses **Name**. Use the list title and **Name** column to remain on the **Cancellation Reasons**
list when moving among the related sales lists.

If an action produces a message, use the guidance in [When an action does not work](#when-an-action-does-not-work).

## When an action does not work

Use the message on screen to choose the next action, then return to the list when the action is complete.

| What you see | What it means | What to do |
|---|---|---|
| `Can't save empty item` | The reason has no name. | Enter a non-empty value in **Name** or **Reason**, then select **OK** or **Save**. |
| `Are you sure you want to delete this item?` | The page is waiting for deletion confirmation. | Select **Delete** to continue. |
| `Data saved Successfully` | The save completed. | Check the updated row in the list. |
| `Data Deleted Successfully` | The deletion completed. | Check that the row has left the refreshed list. |
| `Parsed server error text` | The save or delete request returned an error message. | Correct the entry or retry the action using the message shown. |
| **Export to Excel** | Excel is the selected export format. | Continue with **Export** in the `Exporting List:` window. |
| **Export to PDF** | PDF is the selected export format. | Continue with **Export** in the `Exporting List:` window. |
| `Exporting List:` | The export format window is open. | Select **Export** after choosing a format. |

## Continue with related sales lists

The sales reference lists provide named reasons for different outcomes. The cancellation list
supports cancelled work at the potential, offer, and order points in the sales lifecycle.

| If your next task concerns… | Open… |
|---|---|
| A cancelled potential, offer, or order | [Sales jobs lifecycle](doc:sales-jobs-lifecycle) |
| Lost sales work | [Lost reasons](doc:configuration-sales-lost-reasons) |
| Regretted sales work | [Regret reasons](doc:configuration-sales-regret-reasons) |
| Cancelled orders using order-specific reasons | [Order cancellation reasons](doc:configuration-sales-order-cancellation-reasons) |

After adding or editing a reason, check the updated row and `Data saved Successfully`. After
deleting one, check the confirmation, `Data Deleted Successfully`, and the refreshed list. After
searching or filtering, check the matching rows. After exporting, check the format you selected.