Rejection Reasons in CustomerGate 365

The list

Code

The short code, for example OUTOFSCOPE. It is what ends up on the request and what you filter and count on, so keep it short and leave it alone.

Description

What the reason means, in your own words. It appears in the picker and is copied to the request as the Rejection Remark.

Notify Requester

Rejecting with this reason offers to send the requester a message. With it off, nothing is offered and nothing leaves.

Mail Body

The text the requester reads in that message, in your own words. Leave it blank to send the description only.

Blocked

The reason can no longer be chosen. Requests already rejected with it keep it, and the line turns red.

The description is not translatable, and that is a choice. It is for inside sales, and you write the mail body yourself in your own words. Whoever rejects in two languages makes two reasons. What is translated is everything around it: the salutation, the opening line and the signature follow the language of the request.

The four seeded reasons

When a company is set up, the app puts four reasons in place, and only while the table is still completely empty. Whatever an administrator changes afterwards stays.

Insert Default Reasons puts them in after all if they are missing. Existing lines stay as they are, including a reason that is blocked. None of the four sends a message on its own: what the business sends out is a decision, not a default. SPAM sends nothing in any case, because a reply to a spammer only confirms that the address exists.

Blocked, not deleted

A reason that should no longer be used gets Blocked. It disappears from the picker when rejecting, but stays on the requests already rejected with it. Deleting it would make that history unreadable, and last year's count along with it.

Making a reason mandatory

CustomerGate Setup carries Rejection Reason Mandatory. With it on, rejecting a quote request without a reason from this list is refused, and the message names the request number. It is off by default: not every business wants the extra click, and a reason that is forced becomes n/a within a month. On account requests the free-text Rejection Reason is required in any case.

The message to the requester

That message never leaves by itself. Everything below has to be true before anything goes out:

• The chosen reason has Notify Requester on.
• You reject from the request card, in the client. A bulk rejection from the list never sends a message: there the reason is asked once and applies to the whole selection.
• You answer the second question, which names the requester's e-mail address.
• The request carries an e-mail address and has not been anonymized.

The message is written in the language of the request, with the salutation, the opening line and the signature of the business around it; only the text in between comes from the reason. If Mail Body is empty, the rejection remark goes instead. It leaves through the e-mail account used for confirmations and can be found at the request under Show Sent E-mails.

If sending fails, that is a message and not an error. The rejection is already recorded and is not rolled back because a mail server was briefly away; the message names the request number, the address and the reason.

What the cleanup leaves

After the retention period the cleanup job erases the requester's personal data, and the rejection remark counts as that: it is free text somebody typed and can contain anything. The reason code stays, as do the number, the status and the dates. So a year later you can still count how many requests fell outside the range and how many were duplicates, while nothing personal is left in them.