How to Escalate a Vendor Who Repeatedly Delays Pickups

🎯 Purpose:

To ensure timely escalation and corrective action against vendors who delay pickups beyond acceptable SLA (Service Level Agreement) limits.

🪜 Step-by-Step Process

⏱️ Step 1: Track SLA Violations

A vendor is considered for escalation if they exceed:

5 or more delayed pickups in a week

Check:

Admin Panel → Vendor Reports
CX Genie Tickets tagged as “Delayed Pickup”
Review the order logs and timestamps.

📋 Step 2: Prepare Escalation Summary

Collect key details:

Vendor Name & Code
Total delayed pickups (with order IDs)
Time/date of scheduled vs. actual pickup
Reason (if mentioned by vendor)

📩 Step 3: Email Escalation

Send an email to:

To: mohsin.surya@cashkr.com
CC: Ops Manager / Vendor Head

Subject: Escalation: Repeated Delayed Pickups by Vendor [Vendor Name

Body:

Vendor [Vendor Name] has delayed pickups on 5+ occasions this week. Below are the details:

• Order IDs: [List of delayed orders]
• Scheduled vs. Actual Pickup Times
• Comments from Vendor (if any)

Requesting action such as a warning, lead cap reduction, or temporary hold.

– [Your Name]

⚠️ Step 4: Internal Action (if needed immediately)

Until Ops Manager responds:

Reduce Max Lead Count to limit orders (e.g., set to 1–3)
Or place a temporary hold using Hold button

🛠️ Step 5: Log the Escalation

Use CX Genie:

Create a ticket tagged Vendor Escalation – Delays
Attach order links, screenshots, and mail summary

💬 Step 6: Vendor Communication (Post-Escalation)

If Ops Manager approves action:

Call or WhatsApp vendor
Say:

“Due to repeated delays, we’ve limited your order count for now. Let us know if you’re facing challenges so we can help resolve them.”

✅ Best Practices

✅ Do	❌ Don’t
Document delays clearly	Don’t escalate without data
Follow escalation email format	Don’t confront vendor without approval
Use hold/lead cap tools	Don’t let repeat delays continue