Change/Modification Requests - Product Requirements Document
Version: 2.0 | Status: Ready for Stakeholder Review | Date: 2026-01-15
Change Log:
| Version | Date | Author | Changes |
|---|---|---|---|
| 1.0 | 2026-01-09 | - | Initial draft |
| 2.0 | 2026-01-15 | - | Business-focused conversion: measurable outcomes, success metrics, consolidated requirements |
1. Overview
1.1 Purpose
The Change/Modification Requests feature enables stakeholders to propose, review, and approve changes to existing orders in the Billion marketplace ecosystem. This workflow-based system allows rental companies (users), clients (customers), and marketplace administrators to request order modifications while maintaining control and visibility over what changes are applied.
1.2 Problem Statement
In a multi-company marketplace environment, order modifications require coordination between different parties. Direct order changes without approval can lead to pricing discrepancies, vehicle availability conflicts, and customer service issues. A formal request-approval workflow ensures all parties agree to modifications before they’re applied to confirmed orders.
1.3 Business Value
| Value Area | Measurable Outcome | Target | Timeframe |
|---|---|---|---|
| Dispute Prevention | Reduce order modification disputes requiring escalation | 70% reduction from baseline | 6 months post-launch |
| Audit Compliance | Achieve full traceability for all order changes | 100% of changes documented with requester, approver, timestamp | Immediate |
| Customer Self-Service | Enable clients to request modifications without operator calls | 40% of modification requests submitted by clients directly | 6 months |
| Processing Efficiency | Reduce time from modification request to resolution | 50% reduction in average processing time | 3 months |
| Marketplace Trust | Maintain partner company satisfaction with governance processes | Partner satisfaction score ≥4.0/5.0 on modification handling | 6 months |
1.4 Target Users
| User Role | Business Context | Primary Needs |
|---|---|---|
| Rental Company Operators | Manage day-to-day reservations, handle client requests | Submit modifications efficiently, track approval status |
| Clients (Customers) | Self-service booking management | Request changes without phone calls, visibility into request status |
| Marketplace Administrators | Govern cross-company operations | Review requests quickly, maintain approval standards |
| Billing Operators | Handle payment implications | Understand pricing impact of approved changes |
1.5 Scope
In Scope:
- Change request creation with field-level tracking
- Three-party request system (Operator, Client, Admin)
- Approval/rejection workflow
- Audit trail with creator identity and timestamps
- Filtering by owner, order, status, and company
Out of Scope:
- Automatic application of approved changes (manual process)
- Notifications (Phase 2)
- Request editing after submission
- Payment recalculation integration
- Request expiration rules
2. Success Metrics
| Metric | Definition | Baseline | Target | Measurement Method |
|---|---|---|---|---|
| Dispute Rate | Modification disputes per 100 orders | TBD (30-day baseline) | 70% reduction | Help desk categorization analysis |
| Self-Service Adoption | % of requests submitted by clients | 0% | 40% | Request owner type analysis |
| Request Resolution Time | Average time from submission to approval/decline | TBD (baseline study) | 50% reduction | Timestamp analysis (createdAt to state change) |
| Approval Throughput | Requests processed per admin per day | TBD | +25% | Admin activity tracking |
| Audit Coverage | % of modifications with complete audit trail | TBD | 100% | Data completeness audit |
| Partner Satisfaction | Rating on modification handling process | TBD (survey) | ≥4.0/5.0 | Quarterly partner survey |
Measurement Framework:
- Baseline Period: 30 days pre-implementation
- Data Sources: Request database, help desk logs, partner surveys
- Review Cadence: Monthly for first quarter, then quarterly
3. User Stories
Rental Company Operators
| Priority | User Story | Acceptance Criteria |
|---|---|---|
| P0 | As an operator, I want to submit change requests for client modifications so approvals are documented before updates | Request created with all changes captured; status visible immediately |
| P0 | As an operator, I want to see pending requests for my orders so I can follow up on approvals | Filtered view shows all pending requests for operator’s orders |
| P1 | As an operator, I want to view field-by-field changes so I understand exactly what will be modified | Each change shows field name, current value, and proposed value |
| P1 | As an operator, I want to see who created each request and when so I can track request history | Creator name and timestamp displayed on all requests |
Clients
| Priority | User Story | Acceptance Criteria |
|---|---|---|
| P0 | As a client, I want to request booking changes online so I don’t have to call support | Request submitted successfully; confirmation displayed |
| P1 | As a client, I want to see my request status so I know if my changes have been approved | Current status (Pending/Approved/Declined) visible for all my requests |
| P2 | As a client, I want to view my request history so I can track my modification attempts | Historical requests accessible with outcomes shown |
Marketplace Administrators
| Priority | User Story | Acceptance Criteria |
|---|---|---|
| P0 | As an admin, I want to review pending requests so I can process modifications efficiently | List of all pending requests across companies |
| P0 | As an admin, I want to see detailed field changes so I can make informed approval decisions | Full change details displayed: field, old value, new value |
| P0 | As an admin, I want to approve or decline with one action so I can process requests quickly | Single action updates status; no additional steps required |
| P1 | As an admin, I want to filter by company, order, or status so I can organize my workflow | Combined filters work correctly; results update immediately |
| P2 | As an admin, I want to view historical requests so I can audit modification patterns | Approved and declined requests accessible with full details |
4. Functional Requirements
| ID | Requirement | Priority | Business Rationale |
|---|---|---|---|
| FR-001 | System must allow creation of change requests specifying which order and what field changes are proposed | P0 | Core functionality for modification workflow |
| FR-002 | System must support three requester types: Operator, Client, Admin | P0 | Enables multi-party marketplace collaboration |
| FR-003 | System must capture requester identity (name) and timestamp at creation | P0 | Audit compliance requirement |
| FR-004 | System must set all new requests to Pending status | P0 | Ensures no changes bypass approval workflow |
| FR-005 | System must allow admins to approve or decline pending requests | P0 | Governance control over modifications |
| FR-006 | System must restrict approval/decline actions to authorized administrators | P0 | Security and accountability |
| FR-007 | System must support filtering requests by status, order, requester type, and company | P1 | Workflow efficiency for administrators |
| FR-008 | System must display current and proposed values for each changed field | P1 | Informed decision-making for approvers |
| FR-009 | System must return paginated results for large request volumes | P1 | Performance with scale |
| FR-010 | System must preserve declined requests for audit purposes | P1 | Compliance and pattern analysis |
| FR-011 | System must prevent modification of requests after submission | P2 | Audit trail integrity |
| FR-012 | System must support multiple pending requests per order | P2 | Flexibility for complex modifications |
5. Acceptance Criteria
AC-001: Create Change Request
Given an authenticated user with access to an order
When they submit a change request with proposed modifications
Then the request is created with Pending status
And their identity and timestamp are captured
And the request appears in relevant filtered views
AC-002: Validate Request Completeness
Given a change request submission
When any proposed change is missing the field name, current value, or proposed value
Then submission fails with clear error message
And no incomplete request is saved
AC-003: Approve Change Request
Given a pending request and an authorized administrator
When the admin approves the request
Then status changes to Approved
And request remains viewable with approval recorded
AC-004: Decline Change Request
Given a pending request and an authorized administrator
When the admin declines the request
Then status changes to Declined
And request is preserved for audit purposes
AC-005: Filter Requests by Order
Given an order with multiple change requests
When filtering by order ID
Then all requests for that order are displayed regardless of status
AC-006: Filter by Requester and Status
Given multiple requests from different requester types
When filtering by requester type and status
Then only matching requests are displayed
AC-007: Company Isolation
Given a multi-company marketplace
When filtering requests by company
Then only that company’s requests are visible
AC-008: Authorization Enforcement
Given a user without administrator privileges
When attempting to approve or decline a request
Then the action is blocked with access denied error
AC-009: Pagination
Given more than 100 change requests
When querying with page size of 50
Then first 50 results returned with next page indicator
6. Business Rules
Request Lifecycle
- All requests start in Pending status (cannot be overridden)
- Only Pending requests can be approved or declined
- Approved/Declined status is final under normal operations
- Requests cannot be deleted (audit compliance)
- Requests cannot be edited after submission
Authorization
- Any authenticated user with order access can create requests
- Only marketplace administrators can approve/decline
- Users see requests they created; admins see all company requests
- Company-level isolation enforced for all queries
Data Requirements
- Each change must specify: field name, current value, proposed value
- Requester identity captured automatically from authentication
- At least one change required per request
- Multiple requests per order are permitted
7. Dependencies
Upstream Dependencies
| System | Dependency Type | Impact if Unavailable |
|---|---|---|
| Order Management | Data reference | Cannot create requests without valid order |
| User Authentication | Identity | Cannot capture requester identity |
| Access Control | Authorization | Cannot enforce approval permissions |
Downstream Dependencies
| System | Integration Point | Current Status |
|---|---|---|
| Order Modification | Apply approved changes | Manual process (Phase 2 automation) |
| Payment Processing | Recalculate pricing | Not integrated |
| Notifications | Alert on status changes | Not implemented (Phase 2) |
8. Non-Functional Requirements
| Category | Requirement | Target |
|---|---|---|
| Performance | Request creation response time | < 500ms |
| Performance | Request query response time (100 results) | < 1 second |
| Performance | Status update response time | < 300ms |
| Security | All operations require authentication | 100% |
| Security | Approval actions require administrator role | 100% |
| Security | Audit trail immutability | No deletions permitted |
| Scalability | Requests per order without degradation | Up to 1,000 |
| Reliability | Error logging and monitoring | All failures logged |
9. Future Enhancements
Phase 2 (Post-Launch)
- Automatic Change Application: Apply approved changes to orders without manual intervention
- Notifications: Email/SMS alerts for request creation and status changes
- Request Comments: Discussion threads on change requests
- Bulk Operations: Approve/decline multiple requests at once
Phase 3
- Request Expiration: Auto-decline after configurable timeout
- Partial Approvals: Approve subset of changes within single request
- Impact Preview: Show pricing/availability changes before approval
- Delegation: Allow operators to approve low-value changes
10. Glossary
| Term | Definition |
|---|---|
| Change Request | Formal proposal to modify one or more fields on an existing order |
| Requester Type | Role of party submitting: Operator (USER), Client (CLIENT), or Admin (ADMIN) |
| Status | Request lifecycle state: Pending, Approved, or Declined |
| Marketplace Administrator | User with authority to approve/decline requests across companies |
| Field Change | Single modification containing field name, current value, and proposed value |
11. Open Questions
| # | Question | Impact | Owner |
|---|---|---|---|
| 1 | How should approved changes be applied to orders? Manual or automated? | Phase 2 scope | Product |
| 2 | What notification channels are required for status updates? | Phase 2 design | Product |
| 3 | Should field names be validated against order schema? | Data integrity | Engineering |
| 4 | How should pricing recalculation work for price-affecting changes? | Payment integration | Product |
| 5 | What is the CLIENT-facing UI for submitting requests? | Customer experience | UX |
| 6 | How to handle conflicting pending requests on same field? | Edge case handling | Product |
| 7 | What audit retention period is required for compliance? | Storage planning | Legal |