CRM · Daily operations · 7 min read

Close a deal as won, lost or disqualified, and reopen it

Record the outcome with a controlled reason, and let a manager reopen a closed deal while keeping its history.

Before you begin

• Only an open, unarchived record can be closed: 'Only an open, unarchived record can be closed.'
• Leads are disqualified. Opportunities are won or lost. Using the wrong one gives 'Disqualify leads; mark qualified opportunities won or lost.'
• To mark a deal won it must have an active customer.
• Loss reasons are kept under CRM > Configuration > Loss reasons.

Mark an opportunity won

1. Open the opportunity and press Mark won.
2. Enter the Reason, for example Signed contract received (up to 500 characters).
3. Press Save.

If no customer is linked: 'Link an active customer before marking the opportunity won.' Link one first (see Qualify a lead and link a customer).

Mark an opportunity lost or disqualify a lead

1. Press Mark lost (or Disqualify on a lead).
2. Choose Why it was lost (or Why it is disqualified) from the list. It is required whenever active reasons of that category exist.
3. Enter a Reason note. If the chosen reason is marked Needs a note, the note is mandatory.
4. Press Save.

Messages: 'Choose why it was lost.', 'Choose why it was disqualified.' and 'This reason needs a note.'

What happens next

• Won: status Won, closed date set, probability 100. The current episode closes with outcome won and the final amount, for example AED 50,000.00. No invoice or revenue is created.
• Lost: status Lost, probability 0. The probability before closing is remembered (for example 60). The episode closes as lost with the reason.
• Disqualified: status Disqualified with the reason.
• Closed deals count in the dashboard win rate and the analytics. See Reports and analytics.

Reopen a closed deal

1. A team manager or administrator opens the closed deal and presses Reopen.
2. Enter the Reason, for example Customer came back.
3. Press Save.

The status returns to Open, the probability returns to the value it had at closure, the archive flag is cleared and a new episode starts (episode 2, with the reopen reason). The closed episode stays exactly as it was, so a deal that was lost and then won counts once as lost and once as won. The stage history gets a row with the cause "reopened".

A plain representative who owns the deal cannot reopen it: 'Only a team manager can reopen a closed record.' Reopening an open deal gives 'This record is already open.'

Archive and unarchive

A closed deal can be archived to take it out of the working lists. Open the deal and change its archive status. An open deal cannot be archived. Reopen and unarchive a record before editing it.

Good to know

• Delete is refused once a deal was qualified, closed, reopened or merged. Archive it.
• Reasons used by closed deals can be archived later. The closed deal keeps its label.
• The Loss analysis report groups lost deals by the reason text written at closing. Use the list for consistent wording.