Lost business reasons

After placing an order, customers frequently cancel line items and orders for a variety of reasons, such as: pricing, failure to deliver on time, and lack of product availability.

Use the RF to cancel a line, or mark a line as lost business, from an order that has been dropped to the floor. These line items cannot be recalled for editing, but they remain in the system for inquiry and reporting purposes. When you cancel a line, you must assign a lost business reason. All file updates are reversed, such as Inventory Control, serial/lots, kits, Price/Discounting, and order header. The line no longer shows on the order.

You can cancel a line on stock orders. You cannot cancel lines on any other Sales Order Entry order type, warehouse transfers, or kit work orders. Lines added to an order from the RF, and then canceled from the RF, are not considered lost business and do not update the system. The line is canceled when processed through TWL to the Packing List print in the system. Processing is handled, either through WL Entry Batch Shipping Report, or when shipped in a shipping interface. The order header is recalculated to update the order with the lost business line item.

Categorizing the reasons business is lost is important for improving profitability. Entering a lost business reason provides useful information and can indicate areas for improvement through report analysis. The lost business reason codes are set up in SA Table Code Value Setup, and analysis is provided through the SM Lost Business Report.