Sales SOP: When to Cancel an Agreement in Attio

1. Purpose

2. Scope

3. Definitions

Lost Agreement

• The client signed the agreement but

• The client is no longer proceeding, for any reason other than an administrative error or refund.

• Client changed their mind after signing

• Client did not proceed with onboarding

• Client is unresponsive after signing and confirms non-proceeding

• Client circumstances changed (financing, timing, personal reasons, etc.)

Cancelled Agreement

• The agreement was created incorrectly,

• The agreement must be voided due to an internal error,

• A payment was refunded, and the agreement should not be counted in reporting, or

• The agreement should not be treated as a legitimate sales opportunity.

• Wrong agreement sent to the wrong person

• Duplicate agreement created

• Pricing or terms were incorrect, and the agreement must be reissued

• Refund issued and the agreement is no longer valid

• Administrative mistake

4. Decision Guide

1. Was the agreement created correctly?
• If no → Mark as Cancelled.
• If yes → Continue.

2. Did the client sign the agreement?
• If no → Do not mark Lost or Cancelled; manage in normal pipeline stages.
• If yes → Continue.

3. Is the client still proceeding?
• If yes → Keep Active / In Progress.
• If no → Mark as Lost unless it is a refund or administrative mistake.

4. Was a refund issued or is the agreement invalid due to an error?
• If yes → Mark as Cancelled.
• If no → Mark as Lost.

5. Examples

Example 1 — Client signs but changes their mind

Example 2 — Client signs but cannot proceed due to finance issues

Example 3 — Agreement was sent to the wrong email address

Example 4 — Duplicate agreement created accidentally

Example 5 — Refund issued and client will not recommit

Example 6 — Client signs and later decides to pause indefinitely

6. How to Update the Status in Attio

1. Open the client record in Attio.

2. Navigate to the Agreement or Opportunity section.

3. Confirm all notes and communication history are up to date.

4. Change the status to one of the following based on this SOP:
• Lost
• Cancelled

5. Add a brief internal note:
• Reason for Lost or Cancelled
• Any key context from the client
• Next steps (if any)

“Client signed agreement on 12 Feb but decided not to proceed due to financing challenges. Marking as Lost.”

“Incorrect agreement version sent. New agreement issued. Marking previous agreement as Cancelled.”

1. Save the record and notify your manager if required by workflow.

7. Responsibilities

• Sales Representatives
• Apply correct agreement statuses
• Maintain accurate notes and communication logs
• Follow decision logic in this SOP

• Sales Manager / Leadership
• Review pipeline accuracy
• Audit agreement statuses
• Provide feedback and coaching

8. Compliance & Data Integrity

• Correct sales reporting

• Accurate commission tracking

• Reliable forecasting

• Clean data for operational workflows