Product Owner Confirmation Required — Quote Rejection Workflow

Overview

How to record a quote rejection, capture the reason, and decide whether to revise and resend or close the lead.

Issue Identified

HCV2-GAP-023 (Handle client portal quote rejection) and HCV2-GAP-024 (Record quote rejection / no-proceed) were flagged in the Gap Comparison as potential additions. The reviewer has stated:

• For HCV2-GAP-023: “There is no portal rejection from the client for a quote.”
• For HCV2-GAP-024: “No rejection function for a quote.”

This is a direct correction of behaviour assumed from the master guides.

Why This Cannot Be Completed Yet

The master guides describe both Record quote rejection / no proceed (Quotes §7) and Handle client portal quote rejection (Quotes §10) as workflows. The reviewer’s correction says neither is supported in the live product. Without product-owner confirmation we cannot:

• Remove the corresponding sections from the master guides.
• Update the role-based record quote acceptance or rejection tasks to remove the “rejection” half.
• Decide what to publish for “client said no” — the historical workflow appears to have been to record it manually elsewhere.

Confirmation Required

1. Confirm that the live product does not offer any client-portal action allowing the client to reject a quote.
2. Confirm that the live product does not offer any business-side action to record a quote as rejected / no-proceed (status, button, or activity log entry).
3. If neither exists today, confirm how clients-said-no situations should be handled by the business (for example, leaving the quote in Sent status, manually deleting, or recording an internal note).
4. Confirm whether removing the two §7 / §10 sections from the master guides is the intended next step, or whether they should be retained as planned future functionality.

Recommended Next Action

Once confirmed:

• Update the Business Owner and Admin role-based “Record quote acceptance or rejection” tasks to remove the rejection half (rename to “Record quote acceptance”), keeping the wording consistent with the other role guides which already use the acceptance-only title.
• Remove the corresponding §7 and §10 entries from the Sole Trader and Teams master guides.
• Add a short clarifying line to the Creating and Sending Quotes feature article noting how an unaccepted quote is treated (no built-in “rejected” status, where supported).
• No new customer-facing article is required for quote rejection until this is confirmed.