Website Quote Rejections in CustomerGate 365

What arrives here

Rows come from the customer portal and nowhere else. Adding a rejection by hand is not possible, because then this list would hold something the customer never said. The rejection is recorded at the moment the customer sends it, with the document date and the amount the quote had then: that is the figure the customer was looking at when they said no.

The fields

Rejected At

When the rejection came in. The newest are at the top.

Quote No., Customer No.

The sales quote that was refused and the customer on whose behalf it happened.

Reason

Why the customer refused, chosen from a fixed list in the portal. This column comes before the e-mail address, because whoever reads Too Expensive here does not have to read the rest to know whether to call. Ordered Elsewhere turns red.

Remark

What the customer added in their own words. Optional, and removed after the retention period.

E-mail Address

The address the person was signed in with when they refused the quote.

Processed

Select it once you have spoken to the customer or decided what happens to the quote. It is the only field you can change here.

Quote Document Date, Amount Incl. VAT

The quote as it was at the moment of the rejection.

IP Hash

A pseudonymized hash of the IP address, made by the website with a secret key. Hidden by default.

The reasons

The customer picks from a fixed list in the portal, in their own language, and the fixed value is what travels. Otherwise this list would fill up with too expensive, price and trop cher side by side, and there would be nothing left to say about it.

Too Expensive

The price was the objection. Usually the start of a conversation.

Delivery Too Late

The delivery time did not fit.

Ordered Elsewhere

The customer has already bought somewhere else. This one turns red: something can still be done today and not tomorrow.

No Longer Needed

The project is off, or it changed.

Other

Deliberately in the list. Without it somebody picks the first reason that comes along, and then the list is worse than no list. Always read the remark here.

Not Stated

The value stored when the website sent no reason, or a reason this app does not know. The rejection is still recorded: the rejection itself is the message.

The quote is not cancelled

Nothing changes in Business Central. The quote is still exactly as it was, and what happens to it is a person's decision. That is deliberately the most important line on this page: a customer who clicks Too Expensive usually wants a conversation, and a portal that closes the quote because somebody pressed a button takes that conversation away.

Show Sales Quote opens the quote. If it no longer exists, a message says that somebody has deleted or converted it since; look in the sales orders and in the quote archive.

What the portal refuses

• Only a Buyer can refuse, and only a released quote of their own customer.
• If an acceptance already exists for this quote, the rejection is refused. Withdrawing an acceptance is a conversation, not a click.
• If the quote was already refused, nothing changes and the website gets the original moment back.
• There is no expired outcome. Refusing a quote that is past its validity date is allowed, because that is exactly when a customer says so.
• When something is refused, the website is told only that it was refused, without a reason: a reason would reveal which quote numbers exist and whose they are.

Working the list

1. Open Website Quote Rejections and read the reason, and the remark if there is one.
2. Call on Ordered Elsewhere first; that one is urgent.
3. Choose Show Sales Quote and decide what happens to it: change it, offer it again, or leave it.
4. Select Processed once you have spoken to the customer or made the decision.

What the cleanup erases

After the retention period the cleanup job takes the e-mail address, the IP hash and the remark off the row: that remark is free text somebody typed and can contain anything. The reason, the quote, the customer, the moment and the amount stay. Which quote was refused, when and why, is business history and not personal data.