Operate the recovery queue: owner, outcome, notes and ignored events

Overview

The Sales recovery timeline separates two concepts:

• Card delivery tells you whether the message was sent, skipped or failed.
• Operational outcome tells you whether the opportunity ended as recovered or lost.

You can also assign an owner, keep an internal note and ignore an opportunity that must receive no new actions. These fields are operational: they do not change the gateway stage, amount, settlement or delivery history.

Prerequisites

• The Sales recovery feature enabled on the account.
• Permission to manage Commerce in the account.
• At least one commerce event in the timeline.

Step by step

1. Open Commerce → Sales recovery.
2. Find the event by its displayed customer, email/phone, external ID, source, stage, and value. This context remains available even when there is no conversation yet.
3. If the customer is missing or wrong, use Fix the sale customer and links. Select an existing contact or propose a new one, review the related charge and order, and apply only after preview.
4. Select Manage.
5. Under Owner, choose an agent from the same account or leave it unassigned.
6. Under Outcome, choose Recovered, Lost, or leave it unset while work continues.
7. Write an operational note, if needed, and save.
8. To remove the event from automatic actions, select Ignore and confirm.
9. To work on it again, open it and select Reopen opportunity.
10. To act on several opportunities at once, tick the row checkboxes — or use Select this page and Select every one in these filters — and choose Take out of recovery, Put back in recovery or Send card in the action bar. Every action confirms first, and whatever is refused is listed with its reason and stays selected so you can retry it.

Settings & options

Outcome

The outcome is terminal and manual:

The outcome does not replace the financial metric, which remains based on correlated settlement.

Owner

Only users who belong to the same account can be selected. Clearing the owner returns the event to the unassigned queue.

Operational note

The note accepts up to 2,000 characters, trims surrounding whitespace and is internal. Do not enter passwords, tokens, card data or other secrets. The audit records that the note changed, never its text.

Sale customer and links

Correction aligns the contact, charge, order, and recovery event in one transaction. It may update the organization, deal, and conversation, but never the stage, value, settlement, or external identifier. Any owner or affiliate impact requires audited confirmation in preview. For historical events, correction creates internal projections only and sends no card, message, automation, or external conversion.

Ignore and reopen

Ignoring is reversible. While ignored, the event:

• remains visible with its history intact;
• does not enter the pending-card queue or automatic cadence;
• is not used as the contact's latest actionable opportunity;
• refuses new sends and records the operational reason if an integration attempts one.

Reopening removes only the block. Owner, outcome, note, stage and previous deliveries remain unchanged.

Use cases

• Distribute abandoned carts among agents without creating artificial CRM deals.
• Mark a charge as lost when its negotiation ended outside the platform.
• Ignore a test event or an opportunity whose customer asked not to be contacted again.
• Reopen an event ignored by mistake without losing its previous note.

Tips, limits & best practices

• Use outcome for a human decision and the revenue metric for observed settlement; do not mix them.
• Keep notes short and factual. Personal data in a note follows the account's export and anonymization rules.
• Ignoring does not delete the event or reverse money. Use Fix the sale customer and links for customer associations, and the matching Payments operation for financial facts.
• Before ignoring, check whether the source is only a channel failure that can be fixed and resent.

Troubleshooting

• The owner is missing: confirm that the user still belongs to the account.
• The note will not save: shorten it to at most 2,000 characters.
• The card is not sent: check whether the event is ignored; reopen it before trying again.
• The event has no customer or points to the wrong contact: open Fix the sale customer and links, resolve the contact, and review the complete preview. This repair sends nothing to the customer.
• The outcome did not change recovered revenue: this is expected; revenue uses correlated settlement, not the manual outcome.
• I get a permission error: the profile needs the Commerce management permission.

See also

• Sales recovery: card delivery, conversation policy and metrics
• Sales reconciliation