Improving the deal cancellation process
To enable more timely and actionable insights when a deal is cancelled, we’re announcing a series of improvements to the deal cancellation process within Portal.
These improvements will help you better engage with your customers, optimise your sales process, and improve deal retention.
Giving you visibility of Cancellation reasons
We’re introducing a view of why a consumer has cancelled a deal, in Sales Hub. When a deal is cancelled, you’ll now receive the cancellation reason directly from the consumer, giving you valuable insight into what went wrong — or what changed. This will help you take effective action and address any issues or concerns if necessary.
Cancellation reasons are grouped into categories varying from ‘I changed my mind’ to ‘The vehicle’s condition isn't as advertised’. For some categories, consumers will have the option to add free text to provide more details.
Moving cancelled deals into ‘Action Needed’ in Sales Hub
We’re also changing how cancelled deals are tracked in Sales Hub. When a consumer cancels a deal, it will now be placed into ‘Action Needed’, rather than simply being moved into ‘Cancelled’.
This ensures that you are promptly notified and can take immediate action, such as reviewing the cancellation reason, deciding whether to re-engage the consumer with alternative options, or simply as a heads-up that the vehicle will be available again.
This new placement eliminates the risk of cancelled deals being overlooked or missed – a common issue when deals were previously filed directly into ‘Cancelled’, which, from feedback, we know retailers don’t always check regularly.
Once you’ve viewed the cancellation reason in the ‘Action Needed’ section, the deal will be automatically moved into the ‘Cancelled’ section, reflecting its final status. In the coming weeks we will be adding the functionality for you to manually mark your ‘Cancelled‘ deals as ‘Action Needed’, moving them back to that section, so you can re-highlight any cancelled deals that still need your attention.
From this week you’ll notice that cancelled deals will start appearing in ‘Action Needed’ and you’ll start receiving feedback from consumers on why they cancelled their deal.
As always, we welcome your feedback. If you have any questions or need help navigating these updates, please reach out to your Account Manager.
Stay tuned for more updates as we continue to enhance Deal Builder and help you drive more successful deals on Auto Trader.