# Regret reasons

## Regret reasons at a glance

A regret reason is a named explanation for a sales opportunity that is regretted before it
continues through the sales flow. PAMS uses this list to name why the opportunity was regretted.

The sales flow includes regretted sales stages alongside inquiry, offer, order, and delivered
stages. A regret reason helps colleagues understand why an opportunity stopped before an offer
was submitted.

The regret-reasons list covers the **Name** field, available maintenance actions, the conditions
that change those actions, and the messages associated with saving and deleting a reason.

| If you need to… | Go to |
|---|---|
| Read the purpose and scope of regret reasons | [Regret reasons at a glance](#regret-reasons-at-a-glance) |
| Reach the configuration list | [Find the regret reasons list](#find-the-regret-reasons-list) |
| Add or change a reason | [Add or maintain a regret reason](#add-or-maintain-a-regret-reason) |
| Understand the field and list actions | [Understand the list and form](#understand-the-list-and-form) |
| Fix a validation or save problem | [When maintenance does not work](#when-maintenance-does-not-work) |
| Review regretted sales records | [Missed, regretted and cancelled jobs](doc:missed-regretted-and-cancelled-jobs) |
| Maintain lost reasons | [Lost reasons](doc:configuration-sales-lost-reasons) |
| Maintain cancellation reasons | [Cancellation reasons](doc:configuration-sales-cancellation-reasons) |
| Maintain order-cancellation reasons | [Order cancellation reasons](doc:configuration-sales-order-cancellation-reasons) |

## Before you start

Before maintaining the list, review existing values so that each name remains distinct and useful
to the people reviewing sales outcomes.

The list and its actions depend on the configuration access available to your account. **New** is
shown only when new-item creation is allowed and the new-item control is not hidden. Row editing
is available only when editing is allowed, and the delete menu is available only when deletion is
allowed.

![Sign-in page visible before the configuration list](https://atloriaassets.blob.core.windows.net/assets/a438221c-c1af-407c-b9e6-a56c986db846/0e94131633c246360b3bd71c9ee420ec.png)

The list's columns come from the configuration for this reference entity. Work from the headers
and fields visible in your own list when you review or maintain a reason.

Prerequisites

- You can open the sales configuration area.
- You know the reason name you want to add or change.
- You have confirmed that the new, edit, or delete action is available before starting that task.

## Find the regret reasons list

After checking your access, open the sales configuration list for names assigned to regretted sales
opportunities.

Prerequisites

- You can open the configuration area.

Steps

1. Select **Configuration**.
2. Select **Sales**.
3. Select **Regret Reasons**.
4. Use the neighbouring sales reference lists when you need a different sales reason list:

   | If you need… | Open |
   |---|---|
   | Reasons for lost sales work | [Lost reasons](doc:configuration-sales-lost-reasons) |
   | Reasons for sales cancellations | [Cancellation reasons](doc:configuration-sales-cancellation-reasons) |
   | Reasons for order cancellations | [Order cancellation reasons](doc:configuration-sales-order-cancellation-reasons) |

**Result:** You are on the sales regret reasons configuration list.

## Understand the list and form

After opening the list, use the configured fields to review or maintain a selected reason and the
configured columns to review the list.

| Area | What you use it for |
|---|---|
| List | Review the configured regret-reason values. |
| **Name** | Enter the text that identifies the regret reason. |
| New-item form | Add a reason when **New** is available. |
| Edit form | Change a selected reason with the edit control in the row's action column. |
| Delete menu | Review the confirmation message for a selected reason. |
| Export options | Choose a list export when export is available. |

The **Name** field is a text box and is required. The list configuration shows **Name** as the
visible data field. Paging, column headers, row filters, and header filters are disabled in this
configuration.

Only **Name** is visible in the form for this list. The other configured fields are hidden and
non-editable. The **Name** field appears in the new or edit form when the selected reason and form
configuration allow it.

The action column contains controls for editing and deleting. To change a reason, select the edit
control in the row's action column. To remove a reason, select the delete control in the row's
action column, then review `Are you sure you want to delete this item?`. Use **Save** to commit a
new or edited reason, **Cancel** to leave the form without saving, and **Export** to open list
export options.

## Add or maintain a regret reason

After reviewing the list, add, change, remove, or export a regret reason.

Prerequisites

- You are on the regret reasons configuration list.
- For a new value, **New** is available.
- For a change, the edit control in the row's action column is available.
- For removal, the delete control in the row's action column is available.

Steps

1. Choose the maintenance action that matches your task:

   | If you need to… | Select |
   |---|---|
   | Add a new reason | **New** |
   | Change an existing reason | The edit control in the row's action column |
   | Remove an existing reason | The delete control in the row's action column |
   | Export the list | **Export** |

2. For a new or edited reason, enter the reason text in **Name**.
3. Select **Save** to validate and save the new or edited reason.
4. If the form does not pass validation, correct **Name** and select **Save** again.
5. Choose the additional action that matches your task:

   | If you need to… | Action |
   |---|---|
   | Review the deletion choice | Read `Are you sure you want to delete this item?`, then choose **Delete** or **Cancel**. |
   | Leave the form or confirmation dialog | Select **Cancel**. |
   | Open the export choices | Select **Export**. |

6. If you opened the export choices, select **Export** in the export dialog.

**Result:** The selected form, confirmation menu, or export choices are the current surface.

## Handle access and setup variations

If an action is unavailable after you review the list, check your account access and the
configuration used for the reference list.

| What you are trying to do | What to check on screen |
|---|---|
| Add a reason | Check whether **New** is available. |
| Change a reason | Check whether the row's edit action is available. |
| Delete a reason | Check whether the row's delete menu is available. |
| Read the list | Work from the columns shown for your configuration. |
| Export the list | Check whether **Export** is available. |

The configured list can provide its own column set, so use the fields and headers that appear in
your list rather than expecting every reference list to look the same. Use only the actions that
appear for regret reasons.

## When maintenance does not work

After checking the available action, use the message you see to decide what to check next.

| What you see | What it means | What to do |
|---|---|---|
| `Name is required` | **Name** has no value. | Enter a reason in **Name**, then select **Save**. |
| `Forbidden characters detected. Please remove them and try again.` | The value contains characters rejected by the form. | Remove the rejected characters from **Name**, then select **Save**. |
| `Data saved Successfully` | A new reason was saved. | Return to the list and review the saved value. |
| `Data updated Successfully` | An edited reason was saved. | Return to the list and review the updated value. |
| `Are you sure you want to delete this item?` | A confirmation asks whether to remove the selected reason. | The confirmation menu provides **Delete** and **Cancel**. |

If the list shows a different set of columns, work from the columns displayed for that reference
list.

## What to do next

After resolving a maintenance issue, use regret reasons in the sales flow as named explanations
for regretted opportunities.
When you need to review the sales records in that outcome, open [Missed, regretted and cancelled
jobs](doc:missed-regretted-and-cancelled-jobs). When you need to maintain a neighbouring reason
list, use [Lost reasons](doc:configuration-sales-lost-reasons), [Cancellation reasons](doc:configuration-sales-cancellation-reasons),
or [Order cancellation reasons](doc:configuration-sales-order-cancellation-reasons).