The customer signs off a demo but rejects real use. Why?
Demonstration-acceptance gapA guided demonstration may not test realistic users, data, exceptions, and operating conditions. Agree scenario-based acceptance that reflects how the result will actually be used.
What to do now
- Identify real user journeys and exceptions
- Prepare representative test conditions
- Let authorized users perform the work
- Record outcomes and unresolved limitations
When to escalate
Escalate when
The result cannot support an essential operational scenario.
Who decides
The acceptance authority and relevant quality owner
Example
A reimbursement demo succeeds, but real testing reveals problems with partial claims and returned approvals.
Mistake to avoid
Treating a polished presentation as complete acceptance testing.
Prevent a repeat
Check that closure evidence proves the agreed outcome instead of relying only on a completion percentage.
Suggested ApprovedFlow setup
- Tasks
- Documents
- Approvals
Attach acceptance criteria and test evidence to the deliverable or task, then record the authorized review decision. See the platform
Related cases
- Who should perform user acceptance testing?Unclear business verification ownership
- The deliverable is complete, but the customer will not accept it. What should we check?Completion-acceptance mismatch
- The customer verbally accepts delivery but will not sign. How should I close?Ambiguous acceptance evidence
- Our test environment contains real customer data. Is that acceptable?Uncontrolled test-data exposure