Change Request Overview
The system provides a feature that allows requestors to submit change requests for existing orders. These requests can include updates ranging from simple contact information changes to more complex modifications such as pricing adjustments. Once submitted, each request is routed through the defined workflow below to ensure accuracy and proper authorization before the order is updated and delivered.
How the Change Request Process Works
Step 1: Sales Submits the Change Request
The Sales Representative submits a Change Request in PREO.
OSS assumes ownership of the request immediately.
How to Submit a Change Request
Click “Request Change” in the yellow “WON” notification bar at the top of the proposal.
Complete the request form, providing clear and detailed information about what needs to be changed so the processing team can take action.
A member of the Order Processing team will contact you in Order Processing → Chat to confirm they received your request and have put the proposal into Adjustment Mode.
Once in Adjustment Mode, you will be able to make the necessary edits.
After you’ve completed your changes, notify the Order Processing team in Order Processing → Chat. They will then remove the proposal from Adjustment Mode and continue processing the deal with the new updates.
What Happens Next (Based on Order Status)
Scenario 1: Order Is Early in the Process
(Validation → Review Signature stages)
Business Operations Administration reviews the Change Request.
They determine whether the request can proceed or must be cancelled.
OSS is notified of the decision.
If the request cannot proceed:
Sales will be notified and instructed on next steps (e.g., creating a new proposal).
If the request is approved:
OSS unlocks the proposal.
Sales is notified to make the required updates.
Sales confirms once changes are complete.
Updated documents are sent to the client.
Signed documents are reviewed.
OSS fulfills and completes the Change Request.
Business Operations Administration is notified of completion.
Scenario 2: Order Is Further Along
(Under Review → Completed stages)
If the order has moved past processing:
OSS assigns the request to the Deal Administration team.
Deal Administration reviews and determines whether the request can proceed.
If the request cannot proceed:
Sales is informed and advised on next steps (e.g., generate a new proposal).
If the request is approved:
Deal Admin unlocks the proposal and instructs Sales to make updates.
Sales confirms once changes are complete.
Updated documents are sent to the client. Rep should engage OSS team member assigned to the job if they would like them to send docs to the client.
Signed documents are reviewed.
Deal Admin completes the Change Request.
Additional internal coordination may occur, including:
Holding warehouse scheduling if Sales Orders are staged
Updating EA records through HCL OP
Notifying Warehouse once updates are complete
Coordinating cancellations, reversals, or funding updates (rare lease scenarios)
Milestone | Process Stage | Business Channel Review / Approval |
Created | Open for Sales – no OSS engagement | Sales |
Draft | Open for Sales – no OSS engagement | Sales |
Validation | Scenario 1: Order is early in the process | OSS |
Get Signature | Scenario 1: Order is early in the process | OSS |
Review Signature | Scenario 1: Order is early in the process | OSS |
Under Review | Scenario 2: Order is further along | Deal Administration |
Process in E‑Automate | Scenario 2: Order is further along | Deal Administration |
Purchasing | Scenario 2: Order is further along | Deal Administration |
Confirm Deliveries | Scenario 2: Order is further along | Deal Administration |
Fulfill in E‑Automate | Scenario 2: Order is further along | Deal Administration |
Get Funding | Scenario 2: Order is further along | Deal Administration |
Contracts | Scenario 2: Order is further along | Deal Administration |
Finalize | Scenario 2: Order is further along | Deal Administration |
Completed | Scenario 2: Order is further along | Deal Administration |
👉 Action for Sales:
Your primary responsibilities are:
Submit the Change Request
Make updates once unlocked
Confirm completion when finished
Obtain updated customer signatures when required
Important: Warehouse-Initiated Address Changes
If the Warehouse identifies an address change directly from the customer:
Warehouse will notify Sales via PREO chat
Scheduling will be placed on hold
Sales must submit a Change Request before any updates can be made
If the Driver identifies an address change while onsite:
Driver and/or Warehouse will notify the Sales Rep and the Deal Admins via email
Key Takeaways for Sales
Always submit a Change Request for order changes — do not bypass the process.
OSS will guide the request and notify you when action is needed.
Some changes may not be allowed depending on order stage.
Change Requests help prevent delivery, billing, and funding issues.
If you have questions on whether a change is eligible, submit the Change Request and OSS will review.