Setup checklist: a changed promise needs a new decision
After work is accepted, a request for a different scope or date should not silently rewrite the original agreement. Record what changed, who authorized it and what the delivery team will do next. Capsule’s projects can hold working context, but the business must decide its approval process. This is not legal contract advice. It is an operational rule for keeping the current commitment understandable without erasing the evidence of what was previously agreed.
Separate clarification from additional work
A clarification explains the accepted scope; a change may alter effort, timing or commercial terms. Ask which one the request represents before moving tasks or dates. In a fictional website project, correcting an agreed label may differ from adding another page type. Preserve the reason for the classification and obtain the appropriate internal or customer decision. Do not make the CRM status stand in for approval that has not actually been given.
Update the active plan without duplicating authority
Once the change is accepted through the proper process, update the relevant next actions and owner. Keep the original scope and decision history accessible to authorized colleagues. Avoid maintaining two competing current descriptions in sales and delivery records. A short summary can point to the authoritative agreement rather than copying a long document into every note. Check that automated reminders or handoff tasks still make sense after the change.
Verify the receiving team understands
Ask the delivery owner to identify the current promise, open question and next action from the record. If they need a private explanation from the salesperson, the handoff is incomplete. Preserve uncertainty instead of filling gaps with optimistic assumptions. Continue to sales-to-delivery handoff for the initial transfer and record boundaries for deciding where the change belongs. The benefit is fewer conflicting commitments and clearer recovery, not a guarantee that scope changes become effortless.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Capsule projects — Merchant documentation · capsulecrm.com · Merchant-controlled · checked 2026-09-20