The estimate is signed, but the job changed. The customer added a garage full of boxes. The crew spent 2 extra hours. Someone decided to pack the kitchen after all. This is a change order — and if you document it right, it’s not a problem. If you don’t, it’s a dispute.
What this covers
How to handle changes to a signed estimate — documenting, getting customer approval, and updating the invoice.
Who uses this
Crew leads — you spot the changes on move day. On-site estimators — you adjust the estimate. Sales agents — you communicate the change and get approval.
When change orders happen
Common triggers on move day:
- Customer says “Can you also take these 10 boxes from the garage?”
- The job takes more hours than estimated (stairs were tighter than expected)
- Customer asks for packing that wasn’t in the estimate
- A specialty item wasn’t in the original inventory (a safe, a piano, a disassembled bed)
- The crew needs an extra person
Step 1: Document the change immediately
The crew lead or estimator adds a note to the job record in MoveRight:
- What changed — “Customer added 15 boxes from garage”
- Impact — “Approximately 1 additional hour of labor”
- Estimated cost — “$160 (1 hour × 3-person crew rate)”
Do this before the extra work begins, not after. If you do the work first and tell them the cost later, the customer feels ambushed.
Step 2: Get verbal approval
The crew lead tells the customer on-site:
“Hey [Name], it looks like these extra boxes from the garage will add about an hour — roughly $160. Want me to go ahead and add that to the job?”
If they say yes, proceed. If they say no, the extra items stay.
Document the verbal approval in the job notes: “Customer approved 1 additional hour for garage boxes. Verbal approval on-site.”
Step 3: Update the estimate in MoveRight
After the job (same day), the sales agent or estimator:
- Opens the opportunity in MoveRight
- Clicks Edit Estimate
- Adds the change order as a new line item:
| Item | Price |
|---|---|
| Original estimate | $960 |
| Change order: 15 additional boxes from garage (1 extra hour × 3-person crew) | $160 |
| Updated total | $1,120 |
- Sends the updated estimate to the customer for e-signature
The customer signs the change order just like they signed the original estimate. This creates a paper trail.
Step 4: Invoice reflects the change
When you generate the invoice after the move, the change order line items are included. The invoice shows:
- Original estimate items
- Change order items (clearly labeled)
- Deposit applied
- Final total
No surprises. The customer already approved the changes, and the invoice just confirms what was agreed to.
Common change order scenarios
| Scenario | How to handle |
|---|---|
| Extra time (job ran long) | Add hours to the crew line item |
| Extra items | Add as a separate line: “Change order: [items]“ |
| Added packing | Add packing line item with room count |
| Extra crew member | Add 1-person rate × hours |
| Customer removed items | Subtract from the estimate, but explain: “Removing these items reduces your total by $X. I’ll send an updated estimate.” |
What not to do
- Don’t eat the cost. If the job changed, the customer pays for the change. You’re not running a charity.
- Don’t skip the approval. Documenting verbal approval takes 30 seconds and prevents disputes later.
- Don’t wait until invoicing to mention it. The customer should know about every change on the day it happens, not when they get the bill a week later.
- Don’t add mystery charges. Every extra dollar should correspond to a specific, documented change.
Common questions
What if the customer disputes the change order on the invoice? You have documentation: job notes with the verbal approval, an updated estimate they signed, and a communication log. This is why you document everything immediately.
What if the crew made an error (wrong routing, forgot equipment) that caused extra time? That’s on you, not the customer. Don’t charge for crew errors. Eat the cost and use it as a coaching moment.
What if it’s a small change — like 2 extra boxes? If the extra time is under 15 minutes, don’t nickel-and-dime. If it’s over 30 minutes of extra work, document and charge. Use your judgment.
What happens next
- Invoice the final amount: Sending and Signing Invoices
- Handle cancellations: Cancellations and Rescheduling
- Specialty items often trigger changes: Specialty Items and Add-On Triggers