Cheers yeah, that is standard usually. I was just having a whinge rather than asking for a solution. In this case the customer was trying to preempt having to complete a change request form (similar to what you’ve described) and get the relevant sign off etc, and had emailed over a “minor alteration” to an existing request, for which they should know better at this stage of the project.
Case 3 is one separate text string containing the words ‘Complete or Cancelled’ (hence the quotes).