How to Differentiate Between Real and Fake Complaints

🎯 Purpose:

To help CX/support teams at Cashkr identify genuine vs. fake complaints — ensuring fast resolutions for real issues and preventing misuse or manipulation of the system.

🪜 Step-by-Step Verification Process

🧾 Step 1: Gather All Facts from the Customer

Ask for specific details:

Order ID or phone number
Exact nature of the complaint (e.g. “vendor didn’t arrive”, “payout not received”, etc.)
Screenshots or images if possible

🔎 Real complaints usually include details. Fake ones are vague or overly aggressive without info.

🔍 Step 2: Check Order Logs in Admin Panel

Search Order ID and review:

Order timeline (Was it scheduled and picked?)
Vendor logs: Did vendor mark Reached, Pickup Done, or Call Attempted?
Vendor photo uploads or payout proof

🟢 If vendor clearly completed action → likely fake complaint

🟡 If vendor logs are missing or conflicting → move to next check

📞 Step 3: Cross-Verify with Vendor (if needed)

Call or message the vendor:

“Customer says pickup/payout didn’t happen for Order #[ID]. Please confirm what happened from your side.”

Compare vendor’s version with system logs.

❗ If vendor admits error or logs are missing — complaint is likely real.

🧠 Step 4: Pattern Check for Misuse

Ask:

Has this customer raised similar issues repeatedly in the past?
Do they refuse to share ID or OTPs at pickup?
Are they using multiple phone numbers or creating duplicate orders?

📌 Frequent suspicious activity = flag and treat carefully

📂 Step 5: Document Evidence and Tag the Complaint

If complaint seems:

✅ Genuine → Proceed to resolve via usual CX SOP
❌ Fake or Misleading → Tag ticket as Suspicious Complaint in CX Genie

Mention reason (e.g., “Vendor proof verified, user contradicts system logs.”)

📩 Step 6: Inform Internal Team

For recurring fake cases:

Email CX Manager or Founders
Subject: Repeated False Complaint - [Customer Name/Phone]
Attach ticket ID and proof

Optional: Add customer to internal flag list.

✅ Summary Table: Real vs. Fake Complaint Indicators

Criteria	Real Complaint ✅	Fake Complaint ❌
Detailed info & timeline	✅ Yes	❌ Vague or evasive
Matches system/vendor logs	✅ Yes	❌ Contradicts data
Supporting evidence	✅ Often shared	❌ Avoids proof
Customer history	✅ Clean or first time	❌ Frequent or flagged before
Behavior	✅ Polite & cooperative	❌ Aggressive or manipulative