Distinguish unexecuted requests from existing effects before canceling or compensating reviewed work.
Relationship Owner identifies the opportunity and records the reason for the change. Confirm the customer's current request before preparing a correction to proposal, visit or outcome scope. Retain the original supporting activity and files.
The correction action resolves the submitting actor against live team membership and verifies the reason, revision and operation key. Relationship Owner must address a stale revision or identity problem before the correction can proceed.
Relationship Owner and Sales Manager inspect the saved evidence to distinguish unexecuted draft scope from scope whose effect already exists. This distinction determines whether cancellation is sufficient or a compensating action needs review.
Unexecuted scope is canceled without deleting its history. For executed scope, Sales Manager independently approves the compensating action. Keep the approved correction linked to the original customer work and retain its reason.
Executed-scope compensation remains Pending until downstream confirmation. Sales Manager reviews the receipt and the declared effects before considering the correction complete. A local request result must not substitute for an external system's acknowledgment.
And how to keep it from happening.
Start free, then use Proto to change fields, steps and approvals before your team goes live.