How to Handle “Fake Attempt” Complaints from Customers

✅ Purpose:

To ensure that when a customer complains about a fake pickup attempt — i.e., vendor marked “visited” without actually contacting/visiting the customer — the issue is thoroughly investigated, documented, and acted upon.

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🪜 Step-by-Step Process:

🧾 Step 1: Ticket Creation on CX Genie

1. When customer raises the complaint via call/chat/email:

   • Agent or CX team creates a ticket on cx.cashkr.com (CX Genie)

   • Title:

     [Fake Attempt Complaint] – Order ID #[123456]

    

2. Capture:

   • Customer’s statement or screenshot

   • Date/time of alleged fake attempt

   • Any remarks left by the vendor

🔍 Step 2: Internal Verification

Operations team reviews:

• Order logs on Admin Panel

• Vendor remarks (e.g., “Customer not reachable”)

• Call logs (did the vendor make a call?)

• GPS if available (was vendor actually near customer location?)

• Past history of same vendor

📞 Step 3: Call Vendor for Explanation

1. Ask:

   • Did you visit the customer?

   • Did you call before attempting?

   • Why did you mark as visited or failed?

    

2. If explanation is weak or inconsistent, proceed with penalty.

🛠 Step 4: Take Action Based on Investigation

Case Outcome	Action
Vendor genuinely attempted but customer unreachable	Mark ticket resolved, notify customer
Vendor falsely marked attempt

• Reject vendor failure (if applicable)

• Fine vendor: 10 credits

• Reduce max lead count (if repeated)

• Add CX Genie remark

  “Vendor [Name] falsely marked attempt – fined and warned.”

📋 Step 5: Update CX Genie Ticket

1. Add internal comment:

   “Fake attempt confirmed. Vendor didn’t call. Fine of 10 credits applied. Warned via phone.”

2. Close the ticket only after resolving with both sides (if needed).

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🧠 Notes & Best Practices:

• Maintain a Fake Attempt Tracker to flag repeat offenders

• Escalate vendors with 3+ fake attempts in 30 days

• Do not let such vendors exceed 3 active leads at a time