How to Process a Customer Payout Dispute

✅ Purpose:

To resolve payout disputes where customers claim they haven’t received full or any payment after selling a device, by verifying order details and vendor actions — with all disputes logged in CX Genie for tracking and resolution.

👥 Who’s Involved:

Customer: Raises dispute via app, WhatsApp, or support.
Ops Executive: Investigates claim and logs the dispute.
Vendor: Confirms or denies payment.
Ops/Finance Manager (if needed): Approves balance payout or escalates issue.

🪜 Step-by-Step Process:

🧾 Step 1: Receive the Dispute

Customer raises:

“No payment received.”
“Vendor paid less than billed.”

Collect:

Order ID or Phone Number
Payment proof (if any)
Screenshot of final bill / app screen

📊 Step 2: Check Admin Panel

Go to Orders → Search Order ID

Verify:
- Order Status: Completed
- Vendor Assigned
- Final Order Value
- Payment marked or not
- Pickup notes or condition changes

📞 Step 3: Contact Vendor

Ask if payment was made (amount, method)
If partial amount: Ask for reason (e.g., screen damage, mismatch)
Get payment screenshot or UPI ref if vendor claims it was done

✅ Step 4: Decide the Resolution

Scenario	Action
Vendor confirms full payment, shares proof	Mark dispute resolved — no action needed
Vendor confirms no payment	Ops arranges payment via Cashkr, vendor is fined
Vendor paid less than final invoice
- If valid deduction (e.g., broken phone): Close case with internal note
- If deduction not justified: Process balance payout from Cashkr + flag vendor
Vendor unreachable or denies everything	Escalate to Ops Manager + block vendor from new leads

🗂 Step 5: Log the Dispute By Creating A Ticket

Go to cx.cashkr.com

Create a new ticket with:

- Ticket Type: Payout Dispute
- Customer Name & Order ID
- Dispute Summary: “Customer claims no payment received / short payment”
- Attach payment proof (if available)
- Assign to appropriate Ops team member

🔺 Escalation Rules:

Condition	Action
Vendor unresponsive in 6 hours	Escalate to Ops Manager
High value dispute (₹5000+)	Escalate to Finance
Repeat issue from same vendor	Flag and reduce Max Leads