Change order scripts
Ask for the budget without making it awkward.
16 Slack and email scripts for the moments agency PMs dread, each with a follow-up, the SOW clause to cite and itemized line items.
Megan RuizQuick one, can we also add PayPal and Klarna at checkout? Our sales team says customers keep asking. Should be easy since Stripe is already in.
Outside SOW section 2.4. Script suggested.
YouHi Megan, love this idea. Offering PayPal and Klarna usually lifts checkout conversion, so it makes sense to explore. Our SOW covers Stripe, so I’ll put together a short change order...
Scenario library
Find the conversation you are about to have.
Every script is written to keep the client relationship warm: it agrees with the goal, cites the SOW neutrally and gives the client a choice.
16 scripts
- New feature
Client asks for a new payment gateway
The checkout was scoped for Stripe. Now the client wants PayPal and Klarna too. Here is how to say yes to the idea and yes to the budget in the same message.
Client: “Quick one, can we also add PayPal and Klarna at checkout? Our sales team says customers keep asking. Should be easy since Stripe is already in.”
48h · $7,920 - Extra revision
Client requests a fourth design revision
The SOW includes two revision rounds. The client is asking for round four. This script keeps the relationship warm while making the next round a paid, scoped decision.
Client: “Thanks for the latest version. Leadership looked at it and wants to try a different direction for the dashboard header. Can you do another pass this week?”
16.5h · $2,723 - Content late
Client misses the content delivery deadline
Final copy and images were due two weeks ago. The launch date has not moved. This script resets the timeline kindly and makes the cost of compression visible.
Client: “Sorry, copy is still with legal. We should have it next week. We're still good for the 15th launch, right?”
30h · $4,950 - New feature
Client asks for extra landing pages
The site build included 20 pages. Marketing now wants six campaign landing pages before launch. This script turns a favor request into a quick, approved add-on.
Client: “We're running a spring campaign, can you spin up 6 landing pages using the templates you've already built? Just swapping copy really.”
18.5h · $3,053 - New feature
Client wants a new user role
The app was scoped with three roles. The client wants a fourth, a regional manager who sees some data but not all. This script shows why roles are bigger than they look.
Client: “We need a Regional Manager role that can see their region's locations but not edit billing. Can that go in before launch?”
37h · $6,105 - Third-party change
A third-party API changes mid-project
The shipping provider deprecated the API version you built against. Nobody did anything wrong, and someone still has to pay for the rework. Here is how to raise it.
Client: “Vendor notice: Carrier rates API v2 will be retired on [date]. v3 changes authentication and rate response format.”
22h · $3,630 - Environment & infra
Client needs legacy browser support
Two weeks before launch, the client mentions their staff use an old browser on locked-down machines. Here is how to scope support without panic.
Client: “Our branch staff are on an older Chrome build on locked machines, and some still use IE mode in Edge. The portal needs to work there too.”
28h · $4,620 - Client delay
Migration data needs cleanup the client did not mention
The export arrived three weeks late and full of duplicates. Migration was scoped as is. Here is how to propose cleanup as a paid option, not a silent burden.
Client: “Here's the product export finally! Some SKUs might be duplicated, could you tidy those up while importing?”
23h · $3,795 - Stakeholder change
A new stakeholder reopens approved work
A new VP joined the client team and wants to revisit screens that were approved a month ago. This script welcomes their input while protecting the approval record.
Client: “Our new VP of Product, Daniel, has some thoughts on the onboarding flow. Can we set up time for him to give feedback on the approved screens?”
30h · $4,950 - Extra revision
Client wants extra report variants
The dashboard scope had five reports. Now each region wants its own version with different filters. Here is how to scope variants without sounding difficult.
Client: “The sales dashboard is great! Each of our 4 regions wants their own version with their KPIs. Can you duplicate it for them?”
26h · $4,290 - Third-party change
Client adds another integration
The project integrates with Salesforce. Now the client's finance team wants NetSuite connected too. This script handles a scope expansion that crosses departments.
Client: “Finance heard about the Salesforce sync and asked if we can push closed deals into NetSuite as well. Same data basically.”
44h · $7,260 - Stakeholder change
Client raises the performance target
The SOW set a Lighthouse score of 85. The client's new CTO wants 95 on every page. This script explains why the last ten points cost more than the first eighty-five.
Client: “Our new CTO wants every page scoring 95+ on mobile Lighthouse before launch. Can we get there?”
26h · $4,290 - Environment & infra
Client wants an additional environment
The SOW has dev, staging and production. Now the client's QA team wants a UAT environment of its own. Here is how to scope infrastructure requests clearly.
Client: “Our QA team wants a separate UAT environment so they can test without your team deploying over them. Can you set that up?”
22h · $3,630 - Stakeholder change
Client upgrades the accessibility requirement
Legal now requires WCAG 2.2 AA conformance and a third-party audit. The SOW said best effort on listed screens. Here is a supportive, clear response.
Client: “Our compliance team says the portal must meet WCAG 2.2 AA with an external audit before launch. Can you confirm we're covered?”
58h · $9,570 - New feature
Client requests a feature after launch
The project launched last week and the warranty covers defects. The client sends a feature request labelled as a bug. Here is how to separate the two kindly.
Client: “Found a bug: customers can't save items to a wishlist. Can you fix that under warranty?”
26h · $4,290 - Extra revision
Retainer deliverable cap is exceeded
The retainer includes 24 ad variants a month. It is the 20th and the client wants 15 more for a flash sale. This script offers a trade or an add-on without friction.
Client: “Flash sale this weekend! Can we get 15 new ad variants by Friday? Sorry for the short notice!”
15h · $2,475
Agency Change Order Scriptbook
12 polite Slack and email templates to ask for more budget without friction.
The scriptbook collects the twelve conversations agency PMs dread most, from the fourth design round to the after-launch feature, with the SOW clause to cite and a change order form for each.
How the scripts are written
Five rules for a change order the client thanks you for.
PMs avoid scope conversations because they feel like confrontations. These rules turn them into routine project updates.
68%
- 01
Agree with the idea first
Most out-of-scope requests are good ideas. Say so before anything else. It tells the client you are on their side.
- 02
Cite the clause, not the rule
"Section 2.4 covers Stripe" is neutral. "That's out of scope" sounds like a refusal.
- 03
Offer options, never a single price
Two or three paths, including a free or lighter one, turn a bill into a decision.
- 04
Put a date on the decision
A decision date protects the schedule and gives a polite reason for the follow-up.
- 05
Send it fast
A change order sent the same day reads as service. One sent three weeks later reads as a grudge.
Scripts work best with a clear SOW behind them.
Every script cites a clause. If your SOW does not have one, start with a template that does.
Let TWINJAM draft the change order for you.
TWINJAM spots the request in Slack, cites the SOW clause and drafts the change order with line items. Your PM edits, approves and sends.