Start with the evidence
Capture the original request, quoted inclusions, assumptions, timestamp and authorized quoting person. When circumstances change, record the new fact separately. Distinguish a customer-requested change from an operational discovery or an earlier data-entry error. Applicable disclosures and enforceability depend on the situation and jurisdiction.
A worked example
Fictional log: Q-9 originally covers transport to Destination A. The customer later requests Destination B. The revised record links the change to Q-9, preserves the first version and states that the authorized person must review the new scope before confirmation. It does not silently replace the original destination and imply it was always quoted that way.
Choose the next action
Use neutral wording such as “This amount relates to the scope described here; changes need review before we confirm revised arrangements.” Have the business obtain appropriate review for its actual terms and disclosures. The administrative process should make changes visible, not establish that any additional charge is automatically permitted.
Check whether it worked
Compare the final job record and invoice with the latest documented accepted scope, while retaining earlier versions. Mark discrepancies unresolved until evidence explains them. Review whether the customer received a clear update and whether staff used the same version. Repeated discrepancies may indicate an intake or handoff problem rather than intentional customer changes.
Put it to work
A record you can use
- Original scope and version
- Changed fact and source
- Reviewer and revised scope
- Communication record
- Final reconciliation or unresolved difference
Plain text. No email required. Store completed records in your approved business systems.
Next useful step
Need help applying this to your marketing? A strategy call starts with your business and the evidence you have.
Talk through your next step →For a general editorial question, email Chris. Please leave out customer details. Questions are private, and no response time is promised.