documentation/content/applications/sales/crm/pipeline/lost_opportunities.md

Manage lost opportunities

Not every opportunity results in a successful sale. To keep the pipeline up-to-date, lost opportunities need to be identified. Specifying why an opportunity was lost provides additional insight that can prove useful for future opportunities.

Mark an opportunity as lost

To mark an opportunity as lost, first open the {menuselection}CRM app, and select an opportunity from the pipeline, by clicking on its corresponding Kanban card. Doing so reveals that opportunity's detail form.

Then, click {guilabel}Lost, located at the top of the opportunity's detail form.

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:alt: Buttons from the top of an opportunity record with the lost button emphasized.

This opens the {guilabel}Mark Lost pop-up window. From the {guilabel}Lost Reason drop-down menu, choose an existing lost reason. If no applicable reason is available, create a new one by entering it into the {guilabel}Lost Reason field, and clicking {guilabel}Create.

Additional notes and comments can be added below the lost reason in the designated {guilabel}Closing Note field.

:::{tip} Neither the {guilabel}Lost Reason field, nor the {guilabel}Closing Note field, on the {guilabel}Mark Lost pop-up window are required. However, it is recommended to include this information for the sake of traceability, accountability, and reporting purposes. :::

When all the desired information has been entered in the {guilabel}Mark Lost pop-up window, click {guilabel}Mark as Lost.

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:alt: Lost reasons popup with sample reasons.

After clicking {guilabel}Mark as Lost, a red {guilabel}Lost banner is added to the upper-right corner of the opportunity.

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:alt: A lost opportunity with the lost banner added.

:::{note} To mark an inactive (archived) opportunity as lost, set the {guilabel}Probability field to 0 percent. :::

(crm-lost-reasons)=

Create/edit lost reasons

To create a new lost reason, or edit an existing one, navigate to {menuselection}CRM app --> Configuration --> Lost Reasons.

To edit an existing lost reason:

1. Click on the reason to be edited to highlight it.
2. Change the selected lost reason by editing the {guilabel}Description field.
3. When finished, click {guilabel}Save in the upper-left corner.

To create a new lost reason:

1. Click {guilabel}New in the upper-left corner of the {guilabel}Lost Reasons page.
2. In the new blank line, click in the {guilabel}Description field, then type the new lost reason.
3. When finished, click {guilabel}Save.

View lost opportunities

To retrieve lost opportunities in Odoo CRM, open the {menuselection}CRM app. On the main {guilabel}Pipeline dashboard, click into the {guilabel}Search... bar at the top of the page, and remove all of the default filters.

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:alt: Search bar with lost filter emphasized.

Open the {guilabel}Filters drop-down menu, by clicking the {guilabel}🔻(triangle pointed down) icon to the right of the {guilabel}Search... bar to open the drop-down menu containing {guilabel}Filters, {guilabel}Group By, and {guilabel}Favorites options, designated into respective columns.

Select the {guilabel}Lost option from the {guilabel}Filters section. Upon selecting {guilabel}Lost, only the opportunities marked as Lost appear on the {guilabel}Pipeline page.

Sort opportunities by lost reason

To filter opportunities by a specific lost reason, click the {guilabel}🔻(triangle pointed down) icon to the right of the {guilabel}Search... bar again to open the drop-down menu. In addition to the {guilabel}Lost filter, under the {guilabel}Filters column, click {guilabel}Add Custom Filter, which opens an {guilabel}Add Custom Filter pop-up window.

On the {guilabel}Add Custom Filter pop-up window, click in the first field, and type Lost Reason in the {guilabel}Search... bar, or scroll to search through the list to locate it. Then, click into the next field, and select {guilabel}= from the drop-down menu. Click into the third field, and select a lost reason from the drop-down menu. Finally, click {guilabel}Add.

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:alt: Search bar with custom filter added for lost reason.

:::{tip} To view results for more than one lost reason, select the operator {guilabel}is in in the second field of the custom filter in the {guilabel}Add Custom Filter pop-up window. Choosing this operator makes it possible to choose multiple lost reasons in the third field.

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:alt: Add Custom Filter pop-up with multiple lost reasons selected.

:::

Restore lost opportunities

To restore a lost opportunity, open the {menuselection}CRM app to reveal the {guilabel}Pipeline dashboard. Or, navigate to {menuselection}CRM app --> Sales --> My Pipeline. From here, click the {guilabel}🔻(triangle pointed down) icon to the right of the {guilabel}Search... bar to open the drop-down menu that contains {guilabel}Filters, {guilabel}Group By, and {guilabel}Favorites columns.

Under the {guilabel}Filters column, select {guilabel}Lost. Doing so reveals all the lost opportunities on the {guilabel}Pipeline page.

:::{tip} To see all opportunities in the database, remove the default {guilabel}My Pipeline filter from the {guilabel}Search... bar. :::

Then, click on the Kanban card of the desired lost opportunity to restore, which opens that opportunity's detail form.

From the lost opportunity's detail form, click {guilabel}Restore in the upper-left corner. Doing so removes the red {guilabel}Lost banner from the opportunity form, signifying the opportunity has been restored.

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:alt: Lost opportunity with emphasis on the Restore button.

Restore multiple opportunities at once

To restore multiple opportunities at once, navigate to the main {guilabel}Pipeline dashboard in the CRM app, open the {guilabel}Filters drop-down menu, and select the {guilabel}Lost option.

Next, select the list view option, represented by the {guilabel}≣ (list) icon in the upper-right corner. Doing so places all the opportunities from the {guilabel}Pipeline page in a list view. With the list view chosen, select the checkbox to the left of each opportunity to be restored.

Once the desired opportunities have been selected, click the {guilabel}⚙️ Actions drop-down menu at the top of the {guilabel}Pipeline page. From the {guilabel}⚙️ Actions drop-down menu, select {guilabel}Unarchive.

Doing so removes those selected opportunities from the {guilabel}Pipeline page because they no longer fit the {guilabel}Lost filter criteria. Delete the {guilabel}Lost filter from the search bar to reveal these newly-restored opportunities.

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:alt: Action button from list view with the Unarchive option emphasized.

Manage lost leads

If Leads are enabled on a database, they can be marked as lost in the same manner as opportunities. Leads use the same {ref}lost reasons <crm/lost-reasons> as opportunities.

:::{note} To enable leads, navigate to {menuselection}CRM app --> Configuration --> Settings and check the {guilabel}Leads checkbox. Then, click {guilabel}Save. This adds a new {guilabel}Leads menu to the header menu bar at the top of the page. :::

Mark a lead as lost

To mark a lead as lost, navigate to {menuselection}CRM app --> Leads, and select a lead from the list. Doing so reveals that lead's detail form.

Then, click {guilabel}Lost, located at the top of the lead's detail form.

This opens the {guilabel}Mark Lost pop-up window. From the {guilabel}Lost Reason drop-down menu, choose an existing lost reason. If no applicable reason is available, create a new one by entering it into the {guilabel}Lost Reason field, and clicking {guilabel}Create.

Additional notes and comments can be added below the lost reason designated in the {guilabel}Closing Note field.

When all the desired information has been entered in the {guilabel}Mark Lost pop-up window, click {guilabel}Mark as Lost.

Restore lost leads

To restore a lost lead, navigate to {menuselection}CRM app --> Leads, then click the {guilabel}🔻 (triangle pointed down) icon to the right of the {guilabel}Search... bar to open the drop-down menu that contains the {guilabel}Filters, {guilabel}Group By, and {guilabel}Favorites columns.

Under the {guilabel}Filters column, select {guilabel}Lost. Doing so reveals all the lost leads on the {guilabel}Leads page.

Then, click on the desired lost lead to restore, which opens that lead's detail form.

From the lost lead's detail form, click {guilabel}Restore in the upper-left corner. Doing so removes the red {guilabel}Lost banner from the lead form, signifying the lead has been restored.

Restore multiple leads at once

To restore multiple leads at once, navigate to {menuselection}CRM app --> Leads, open the {guilabel}Filters drop-down menu, and select the {guilabel}Lost option. Select the checkbox to the left of each lead to be restored.

Once the desired leads have been selected, click the {guilabel}⚙️ Actions drop-down menu at the top of the {guilabel}Leads page. From the {guilabel}⚙️ Actions drop-down menu, select {guilabel}Unarchive.

Doing so removes those selected leads from the {guilabel}Leads page because they no longer fit the {guilabel}Lost filter criteria. Delete the {guilabel}Lost filter from the {guilabel}Search... bar to reveal these newly-restored leads.

:::{seealso} {doc}../performance/win_loss :::