Closing a deal
Shadows never closes a deal for you. Even when a buyer signs in the Deal Room, you decide when the deal is Won. This article covers the ways to close a deal, what closing does, and how to reopen one.
Close a deal
Section titled “Close a deal”- On the status strip, click the Stage card and choose Closed Won or Closed Lost.
- For a lost deal, pick a Loss reason: Went with a competitor, Price too high, Missing features they need, Timing, not now, No decision / internal alignment stalled, or Other. A reason is required to close as Lost.
- Review what will happen, then click Close Won 🎉 or Close Lost.
Closing a deal:
- marks it Won or Lost
- syncs Closed Won or Closed Lost back to your connected CRM
- posts to your workspace’s won or lost Slack channel, if one is set up
- records the won or lost ARR in your business metrics
When the buyer signs
Section titled “When the buyer signs”When a buyer accepts and signs the offer in the Deal Room, a green bar takes over the Flags rail: [Name] accepted the offer, with the signed document, the amount and the time. The deal stays open until you act. Purchase does not close the deal; you do.
- Close won opens the close dialog with Won selected.
- View documents opens the signed files on the Documents tab.
- Cancel acceptance puts the deal back to its state before signing. The buyer’s signature is voided, the offer goes back to awaiting their decision, and the buyer’s room shows it as unsigned again. The signed PDF stays on the Documents tab as a record.
There’s no “close lost” option on a signed deal. To lose a deal the buyer has signed, cancel the acceptance first.
See Checkout and signing for the buyer’s side.
When a deal is at risk of being lost
Section titled “When a deal is at risk of being lost”If the buyer says they’re walking away, or chooses “not interested” in the Deal Room, a Lost bar takes over the Flags rail with the buyer’s reason. It’s a warning, not a closed deal. You can:
- Cancel — not lost: dismiss it if it’s a false alarm. The deal isn’t marked lost.
- Draft a save message: the Shadow drafts a message to win the buyer back and opens it in the Contact center for you to review and send.
- Counter-offer: opens the Pricing tab with a counter-offer reason filled in.
- Escalate to manager: notifies your manager or an Admin about the deal.
- Review & close: close the deal as Lost, with the buyer’s reason already selected.
Closed deals are sealed
Section titled “Closed deals are sealed”Once a deal is closed, its record is frozen. The Flags rail is replaced by a banner showing Closed Won or Closed Lost, the ARR, the loss reason, the date, and who closed it: This deal is sealed. Its record is preserved as it was at close.
On a sealed deal, most tabs show a lock and can’t be edited. Activity and Documents stay open for reading, because the commercial record of the deal lives there.
Reopen a deal
Section titled “Reopen a deal”Admins and Managers can reopen a closed deal:
- click Reopen deal on the sealed banner, or
- open the Stage card and choose Reopen deal.
Everyone else sees Admin can reopen on the banner. Ask an Admin or Manager if a deal was closed by mistake.