How to Check and Resolve “Customer Not Paid” or “Less Paid” Cases

✅ Purpose:

To resolve “Customer Not Paid” or “Less Paid” complaints already logged as tickets in CX Genie, by verifying vendor actions, payout status, and order conditions — and determining whether Cashkr needs to issue payment or take corrective action.

👥 Who’s Involved:

Ops Executive (Investigator): Handles ticket review and resolution.
Vendor: Confirms or denies payment and reason for deductions.
Ops/Finance Manager: Approves payouts or escalates issues.

🪜 Step-by-Step Process:

🧾 Step 1: Open the Ticket in Ticketing Platform

Go to cx.cashkr.com

Locate ticket tagged as:

Customer Not Paid or Less Paid

Review:

Customer Name & Order ID
Final price shown on app
Any attachments or complaints from customer

📊 Step 2: Check Admin Panel for Order Details

Search Order ID in Admin Panel → Orders

Verify:
- Pickup status: Completed?
- Final invoice value
- Vendor assigned
- “Payment marked” status (Yes/No)
- Pickup notes (e.g., damages, deductions, revised value)

📞 Step 3: Contact the Vendor

Ask vendor:

Did you pay the customer?
How much did you pay?
Why is there a difference (if any)?
Send payment proof (screenshot or UPI ref)

✅ Step 4: Take Action Based on the Scenario

✅ Full payment done, proof provided

Attach proof to CX Genie ticket
Mark ticket as Resolved – Paid

⚠️ Less amount paid, with valid reason

E.g., device damage, different model
Confirm notes support the deduction
Mark ticket as Resolved – Valid Deduction with remarks
No payout needed from Cashkr

⚠️ Less amount paid, vendor at fault

No prior note or justification for deduction
Approve balance payout via Cashkr
Deduct vendor credits
Add to ticket: “Paid ₹X short without reason – Cashkr covered difference”

❌ No payment made by vendor

Approve full payout from Cashkr
Penalize vendor (credit deduction or suspension)
Add internal note and escalate if repeat behavior

🚫 Vendor unreachable in 6 hours

Escalate to Ops Manager
Temporarily block vendor from new orders
Add ticket note: “Vendor unreachable – escalated”

🗂 Step 5: Log & Close the Ticket in CX Genie

Update Ticket Comment:

Summary of what was found (paid, underpaid, unpaid)
Proof or vendor explanation
Final action (paid by vendor / paid by Cashkr / escalated)
Attach payment screenshot if applicable

Mark ticket as:

✅ Resolved – Paid
✅ Resolved – Valid Deduction
✅ Resolved – Paid by Cashkr
🔺 Escalated – Pending Manager

🔐 Escalation Criteria

Situation	Escalate to
No vendor response in 6 hours	Ops Manager
Amount disputed > ₹5,000	Finance Manager
Multiple disputes from same vendor	Flag or block vendor