The client reports a problem after acceptance. How should we handle it?
Post-acceptance issue triageCheck the reported behavior, acceptance evidence, and applicable support or warranty arrangements. Route the work appropriately without assuming acceptance eliminates all legitimate concerns.
What to do now
- Capture and reproduce the problem
- Compare it with agreed requirements
- Check support and contractual responsibilities
- Agree the correct resolution route
When to escalate
Escalate when
Responsibility or commercial consequences are disputed materially.
Who decides
The issue owner or delegated decision authority
Example
An accepted report later fails under a valid input case and is triaged against the agreed support arrangement.
Mistake to avoid
Automatically rejecting every issue because the project was signed off.
Prevent a repeat
Track unresolved decision age and verify the outcome before treating an issue as closed.
Suggested ApprovedFlow setup
- Tasks
- Documents
- Approvals
Record the issue and next action on an owned task, attach evidence, and route the unresolved decision to the proper authority. See the platform
Related cases
- When should I escalate a project issue?Unclear escalation boundary
- An urgent issue has no clear owner. What do we do now?Unowned urgent issue
- A strategic project has no operational owner after delivery. Is that a problem now?Missing post-project ownership
- How should we handle conditional acceptance?Uncontrolled acceptance conditions