Identify the quote being discussed
Locate the relevant quote through the approved business process using its reference and customer or job details. A customer may have more than one proposal or an older version in their inbox. Confirm which document they mean without guessing from the latest filename. A fictional fencing enquiry might request a different section of work after the first quote was issued. The team needs to see that original scope before assessing the change. Keep the request attached to the right job rather than creating an unrelated new lead.
Capture the requested change accurately
Record what the customer wants added, removed or clarified, and distinguish their request from an explanation supplied by staff. Ask a focused question where the change is unclear. Do not turn a casual enquiry about an option into an instruction to proceed. Preserve any supporting document through the approved channel and note whether it was received or is still pending. The purpose is a usable brief for the quoting person, not an automated assessment of technical feasibility or a promise that the requested change is possible.
Keep price and timing decisions with the owner
A scope change may affect the proposal in ways the intake process cannot determine. Record questions about cost, availability and completion timing for the authorised person. Use only approved information in any acknowledgement. A useful response confirms that the requested revision has been passed on for review; it does not invent a price difference or imply the original schedule still applies. If the customer has a preferred budget or date, label it as their preference. The owner decides what can be offered.
Preserve the version history
Keep the original quote and identify any approved replacement clearly. Record which version is current and why it changed. Avoid silently overwriting the earlier document when staff may need to explain the progression. Link the revision request, owner decision and final document so the team can follow the sequence. If several changes arrive before review, combine them into one visible outstanding brief without losing the individual messages. A new attachment should not automatically become the approved quote merely because it has a later received time.
Review the complete reply before sending
The authorised reviewer should see the revised scope, price information where applicable, recipients and attachments together. Confirm that the message refers to the correct version and does not retain wording from the old proposal that no longer applies. Follow the business approval process for sending. An internal draft is not an issued quote, and an issued quote is not evidence of customer acceptance. Keep those states separate so follow-up does not chase a decision on a document the customer never received.
Test overlapping changes and follow-up
Use fictional cases with a simple clarification, an added item, two revisions in quick succession and a customer replying to an older version. Verify that the owner sees the full request and that only the approved document is prepared for issue. Check any scheduled follow-up so it refers to the current quote and does not continue after the request is withdrawn. Review stalled revisions with a named owner. The handover works when staff can explain what was requested, what was approved and what remains undecided without guessing.