A quoted item was substituted before the buyer accepted the order

Fix the point in the transaction before comparing items

This page concerns substitution before buyer acceptance. It is not a wrong-item shipment investigation and not a post-payment order edit, where payment, fulfillment and refund state drive the decision. The operative question is narrower: what exactly was offered, what changed, and whether the buyer accepted the revised offer before an order was created.

Preserve the original quote, the proposed substitute and all intermediate versions. A revised total without line identity can hide the very fact under dispute. Record item identifiers, descriptions, pack size, quantity, unit, price, currency and any catalog or buyer part reference as separate fields, because equal price does not establish equal identity, quality, research suitability or fitness for the buyer’s intended record.

Use the platform’s revision behavior instead of overwriting

Dynamics 365 Sales documents that an activated quote is read-only and that revising it creates a new draft while advancing the revision identity. That model supports the administrative rule here: do not silently mutate an activated or sent commercial record. Create the revision, keep the prior version traceable, and let the revision number or draft identity show that the offer changed.

Price locking in that documentation affects whether later catalog changes alter transaction pricing; it does not decide whether a buyer accepted a substituted item. A locked price can explain why the amount stayed stable, while the item change still needs its own evidence. Treat any similar feature in another system as a pricing control, not an acceptance mechanism.

Get buyer acceptance of the revised specification

Shopify’s draft-order invoice guidance shows a practical checkpoint: draft invoices contain a checkout link and can be reviewed before sending, and the documentation cautions against marking an order paid before receipt of payment. It also warns that adding an item after invoice creation does not automatically recalculate shipping rates. Those facts matter because a changed line can alter more than the line total, and a sent link is not proof that the buyer reviewed or accepted the substitution.

Ask for acceptance that names the revised item or revision, not a generic approval of the old quote. Acceptable evidence can be a buyer purchase order matching the revised lines, an explicit written acceptance, or a completed checkout tied to the revised draft where that is the business’s authorized acceptance route. If the buyer replies only to the original quote, or accepts the price without acknowledging the item change, acceptance of the substitute remains unresolved.

Hold conversion until the accepted version is unambiguous

Before order creation, confirm three alignments: the accepted buyer document names the same item revision; the order lines carry that same identity; and downstream totals, shipping and taxes were recalculated or explicitly confirmed after the change. If any alignment is missing, do not fulfill or invoice as if the original quote survived unchanged. Keep the case open with a named owner and the exact missing evidence.

The person authorized to accept on the buyer’s side decides whether the substitute is acceptable; the merchant’s sales or finance owner decides whether the business can offer it under its own records. Legal enforceability, tax treatment and product suitability are not settled by this worksheet. If repeated substitutions are caused by catalog or checkout presentation on the website, describe that narrow concern for a scoped Prism consultation and confirm scope, responsibilities, fees and terms before work.

Pre-acceptance substitution record

Complete one record for each changed line before the order is accepted. Keep original and substitute identities separate, and record buyer acceptance of the revised version rather than inferring it from price or silence.

Worksheet entries are not submitted by Prism’s worksheet and are not saved by the site. Use record types, availability, anonymized observations, or match/mismatch results. Do not enter government identifiers, customer names or addresses, customer messages, receipt-access links, card or bank details, passwords, or keys. Send sensitive documents only through the provider’s verified secure channel.

These are temporary notes. Leaving or reloading this page may clear them. Worksheet entries are not sent automatically. If you copy notes into the consultation message and submit the form, Prism receives them as part of your request.