How to Handle a Return Flow Dispute (Post-Pickup Only)

✅ Purpose:

To handle cases where a vendor has picked up a device and later cannot proceed with the order due to fraud, security issues, or documentation problems — requiring the device to be returned to the customer.

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👥 Who’s Involved:

• Customer: Requests return or denies further processing.

• Vendor: Holds the device and must comply with return protocol.

• Ops Executive: Investigates, coordinates return, and logs the case.

• Ops Manager: Handles escalation if return is blocked or disputed.

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🪜 Step-by-Step Process:

🧾 Step 1: Identify the Return Dispute (Post Pickup)

Occurs only after vendor marks order as “Completed” in the app.

Common triggers:

• 🔒 Device is locked or has Find My iPhone

• 🛑 Device turns out to be stolen or flagged

• 📄 Incomplete documentation (e.g., no PAN, no ID match)

• 🚫 IMEI mismatch or major condition mismatch post-pickup

Dispute is logged via cx.cashkr.com or raised through internal team.

📊 Step 2: Verify Order in Admin Panel

Go to Orders → Search Order ID

• Confirm:

  • Pickup status: Marked as Completed by vendor

  • Vendor Assigned

  • Payment: Done

  • Notes: Any remarks from vendor or prior dispute

📞 Step 3: Confirm With Vendor

Call the vendor and ask:

• What’s the issue (locked, stolen, docs missing)?

• Has the device been paid for? (Share Screenshot If Transferred)

• Can they return the device to the customer?

Confirm vendor still has the device in possession.

✅ Step 4: Determine Eligibility for Return

Scenario	Action
🔒 Locked iPhone / Activation Lock	✅ Eligible for return
🛑 Identified as stolen	✅ Must return — log and flag
📄 Docs not provided / ID mismatch	✅ Return device
🚨 Suspected fraud / vendor denies issue	🔺 Escalate immediately

🔁 Step 5: Coordinate Return

• Vendor must return device via:

  • Direct visit

  • Take Back The Money
  • Credits To Be Reversed

   

• Instruct vendor:

  “Please return the device for Order ID [XYZ]. Do not proceed with sale or hold beyond 48 hours.”

🗂 Step 6: Log Action in CX Genie

Go to ticket: Type → Return Request / Return Dispute

• Add comment:

  • Reason for return

  • Vendor confirmation

  • Return method and timeline

   

• Attach return photo or courier proof if needed

• Mark ticket:

  • ✅ Resolved – Returned to Customer

  • 🔺 Escalated – Non-Cooperation by Vendor

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🔐 Escalate If:

Case	Escalate To
Vendor refuses to return	Ops Manager
Vendor sold device post-pickup	Ops Head
Customer threatening action	Escalate to CX Lead or Legal Team