Scope, Billing, and Change Request Escalation

SOP: Scope, Billing, and Change Request Escalation

Last Updated: June 2026 Owner: CSM

Purpose

Protect the client relationship without accidentally creating free scope, false timelines, or billing commitments.

What needs escalation

Escalate before committing when a client asks about:

• refunds, discounts, credits, pauses, or cancellations
• package changes or price changes
• work outside the active package
• urgent turnaround that affects another client’s work
• DNS, billing, ads budget, account ownership, or destructive changes
• legal, compliance, reputation, or high-risk review issues

CSM first response

The CSM can acknowledge and clarify. Do not promise the decision.

Use this pattern:

Got it. I’ll check this against your current scope and the team’s queue, then come back with the cleanest next step.

Change request routing

If the request is production work:

1. create or update the TaskTracker request
2. identify the likely owner
3. mark whether it is in-scope, unclear, or likely out-of-scope
4. ask Nick/Ops when pricing, billing, or package boundary is involved
5. update the client once the path is clear

Billing or cancellation language

If the client mentions cancellation, budget cuts, refund, pause, or payment issues:

• acknowledge calmly
• do not argue
• document the exact wording
• flag Nick/Ops same business day
• prepare a relationship-save path if appropriate

Definition of done

• client was acknowledged
• request has a status and owner
• scope/billing risk is escalated when needed
• no unauthorized promise was made
• client receives a clear next step