Overview
Return invalid or unqualified leads to the lead sources that provided them. Returning a lead removes it from your active workflow so only valuable leads are pursued. This article shows you how to return one lead or multiple leads at once, and how to review returned leads later.
Key Functionality
Returning leads lets you:
Remove leads from your active workflow when they are not valid.
Return multiple leads at once for faster cleanup.
Provide a return reason for transparency and reporting.
Filter returned leads to review or manage them later.
Note: Returning a lead removes it from view in My Leads, but it can still be found using Quick Search or the All Leads button, provided you have the appropriate permissions.
To Return a Lead is to Remove a Lead
Once a lead is returned, it is removed from view in My Leads unless specifically searched for.
Returning a Lead
Before you begin
Confirm you have permission to return leads. If the Return option is unavailable, contact your administrator.
Select the correct Workflow before you begin.
How to Return a Lead
Go to My Leads and select the desired Workflow.
Select the lead by checking its checkbox, or click anywhere on the lead row to highlight it.
Select the Update icon on the column header toolbar above the leads, or click the small pencil icon to the far left of the lead information.
Select Return. The Return a Lead modal opens.
Enter a Return Reason.
Click Save.
How to return multiple leads
Go to My Leads and select the desired Workflow.
Select multiple leads using Shift + Left Mouse Button Click, similar to selecting multiple rows in Excel.
Select the Update icon on the column header toolbar, or click the small pencil icon to the far left of the lead information.
Select Return. The Return a Lead modal opens.
Enter a Return Reason.
If you want to apply the same reason to all selected leads, select the Enable for All Leads checkbox.
Click Continue.
Confirm it worked
The selected lead or leads are removed from the My Leads view. To confirm, search for the lead with Quick Search, or use the All Leads button. The Is Returned column displays True and the Return Reason column shows the reason you entered.
Filter Leads to Show Returned Leads
Go to the toolbar on the Lead Manager screen.
Click All Leads on the right-hand side of the toolbar.
Select Show All Leads. This groups all leads by record type, regardless of workflow.
To show only returned leads, hide Invalid, Valid, and Accepted leads. Your selection should match the All Leads - Rejected Leads example.
Note: When using the All Leads button, set the From and To dates to the range when the lead was added. The date picker is on the far left of the column header toolbar.
Best practices
Regularly return invalid leads to keep your list clean and actionable.
Always include a clear Return Reason for accurate reporting.
Use Enable for All Leads for bulk actions to save time.
Periodically review returned leads to identify trends or recurring issues.
Troubleshooting
Issue | What to check |
Cannot return a lead | Verify you have the correct permissions. Contact your administrator if the Return option is unavailable. |
Missing Return option | Ensure the lead is not locked or restricted. |
Return Reason not saving | Confirm all required fields are completed before clicking Save. |
Returned lead still appears in My Leads | Refresh the screen or confirm the return was saved. Returned leads are removed from view but remain searchable. |
Returned a lead by mistake | Select the lead in All Leads, then reassign or update it as needed. |
FAQ
What does returning a lead do?
It removes the lead from your active workflow and sends it back to the lead source that provided it.
Can I return more than one lead at a time?
Yes. Use Shift + Left Mouse Button Click to select multiple leads, then use Enable for All Leads to apply the same reason.
Where do returned leads go?
They are removed from My Leads but remain searchable with Quick Search or the All Leads button, if you have permissions.
How do I know a lead was returned?
The Is Returned column is set to True, and a reason appears in the Return Reason column.
Can I undo a return?
Yes. Select the returned lead in All Leads, then reassign or update it as needed.