Check the transaction stage
Determine whether the service became unavailable before ordering or whether an accepted order already exists. These situations require different responses. An unavailable catalog entry does not by itself establish the outcome of a previously accepted purchase.
Compare substitutes field by field
If no order exists, compare a candidate replacement's action, supported target, quantity limits, rate basis, timing, and coverage. Similar names do not prove equivalence. Highlight any changed requirement before requesting approval for the substitute.
Preserve the client's choice
Offer the clarified alternative or pause the purchase if it no longer meets the approved scope. Do not spend the budget merely because it is already funded. Record the unavailable service reference so the reason for the change remains traceable.
Decision checklist
| Decision | What to check |
|---|---|
| Stage | Quote or accepted purchase |
| Substitute | Documented scope differences |
| Approval | Revised purchase decision |
Worked example
A hypothetical approved option allows 200 units, but its replacement requires 1,000. Even at a lower unit rate, the replacement changes quantity and total spending. The original approval does not automatically authorize that larger order.
Example figures explain the decision; they are not current prices or promised results.