Return leads

Overview

Before you start

[!IMPORTANT] - Role permissions: The current employee must be the Owner, the Owner’s manager, or a related team member with read and write access to the Lead. - Lead status: Only Leads with the Pending, In Follow-Up, or Invalid status can be returned. - Return reason setup: The CRM administrator must enable the Sales Rep Return Reason field on the backend Sales Lead object and configure options in advance.

Steps

1. In the main menu, go to CRM > Sales Leads. > [!NOTE] > You can also perform the operation directly in the frontend Lead Pool view.
2. Select one or more Sales Leads to return.
3. In the action bar above the list, select Return.
   • If the Lead was claimed from a Lead pool, the system returns it to the original Lead pool by default.
   • If the Lead was created personally and is not from a Lead pool, select a Lead pool that the current employee belongs to in the dialog.
4. In the return dialog, select a Return Reason, such as unreachable phone, no intent, or outside business scope.
5. In the note field, enter the specific communication context or return reason.
6. Click Confirm.

[!NOTE] You must select a reason when returning a Lead. After return, the Lead goes back to the Lead pool for another member to follow up.

Expected results and verification

• The Lead Owner is automatically cleared.
• Lead status changes to Not Assigned, and the Lead appears again in the Lead pool for members to claim.
• The return operation, returned-by user, and return reason are fully recorded in the Lead routing log or details page.

Troubleshooting

• If the operation fails, check permissions, object status, and target scope first.

[!NOTE] Glossary alignment: Salesperson Return Reason, Related Teams, FAQ.

Related topics

• Claim Leads
• Assign Leads
• Manage Lead pools
• Manage Lead holding quotas