Managing and Using Enrollment Return Reasons

This article describes how to manage and apply enrollment return reasons within the FORTH CRM. It is organized into the following sections:

• Overview
• Prerequisites
• How to Access
• How it Works
• Assistance

Overview

The FORTH CRM has a standardized way to document why a contact file is returned to an affiliate. By using a predefined dropdown menu, your team ensures consistent data across all files, which simplifies auditing and reporting. This update solves the problem of inconsistent or missing documentation by providing a structured list of reasons alongside your traditional return notes.

Prerequisites

To manage or use this feature, you must have the following permissions enabled:

• Role Permission for a Super Admin
• Change Enrollment Settings: Required to define and manage the list of available return reasons.
• Return File Permissions: Required to trigger the return process and select a reason for a contact.

How to Access

Log in to the FORTH CRM

1. To Customize Reasons, (Enrollments > Settings > Return Reasons)
2. To Return a File, (Contacts > Enrollments > Return File)

How it Works

Customizing Return Reasons

1. From the Enrollments tab, click Settings.
2. Locate and click Return Reasons from the navigation bar.
   
3. The following page will open:
   
4. From this page:
   • To add a new reason, enter the reason's name in the Custom Return Reason field, and click Save.
   • To edit an existing reason, click the reason listed under the Custom Return Reason field, make your changes, and click Save.
   • To delete a custom reason, click the small trash can icon to the right of the custom reason you wish to delete.
5. Once you have defined your list of reasons in the settings, they will automatically appear as a return reason option when returning a file.

Returning a File

1. Click the Contacts tab and open a specific contact record.
2. Click Enrollment located in the navigation bar.
3. Find Return File in the Navigation Bar.
   
4. Locate the Return Reason dropdown menu above the notes field.
   
5. Select the most appropriate reason from the dropdown list.
6. Enter any additional details in the Return Notes field if necessary.
7. Click Complete Return.

Reviewing History

Once a file is returned, the system automatically logs the selected reason.

1. Navigate to the contact's History subtab.
2. Review the log entry for the return to see both the standardized Return Reason and any manual notes provided.

Note: If a reason is deleted in the future, the record of that reason will
still remain visible in the contact's history for past returns.

Assistance

For further assistance, please reach out to support@setforth.com.

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