Inbox and sales

How to cancel a recorded sale

Updated September 28, 2026

Step by step

1. Open the lead

   From the conversation (Lead details) or from the card in the Kanban.

2. Find the sale

   In the Sales section, each sale shows amount, salesperson and date.

3. Cancel

   Click Cancel sale and confirm in the prompt.

What changes when you cancel

• The sale leaves revenue, ROAS, CAC, average order value and the Kanban’s “Sold this month”.
• It stays on the lead’s list with the Canceled badge, and the history logs “Sale canceled” with who canceled it.
• The lead stays in the same stage. If they didn’t buy, move them to the right stage (for example, Lost, with the reason).
• The purchase event already sent to Meta isn’t undone.

Who can cancel

Managers and owners can cancel any sale. Salespeople can only cancel sales they recorded themselves.

Wrong amount? Cancel and record it again

Sales can’t be edited. To fix the amount, currency, date or salesperson, cancel the wrong one and record the right one with Record sale.

If the new sale is recorded while the lead is in a won stage with Purchase and conversions are on, a new purchase goes to Meta, because each sale generates its own event. If you’re only fixing a typo and don’t want a second event, consider recording the correction while the lead is outside the won stage, or turn sending off first.

Example

Example with fictional data. A salesperson at Example Co. recorded $1,990.00 instead of $199.00. She cancels the sale (which stays as Canceled) and records $199.00. In the monthly report, that campaign’s revenue goes from $2,189.00 to $199.00 as soon as the numbers refresh.

Didn’t work? See…

• The Cancel sale button doesn’t show up: someone else recorded the sale. Ask a manager.
• The revenue still shows in the report: reports refresh within a few minutes. Also check whether you’re looking by event date or by cohort (see Cohort or event date).

Frequently asked questions