How to Respond When a Customer Didn’t Receive Payout
🎯 Goal:
Calm the customer, avoid false promises, and log the complaint properly for backend resolution.
👥 When does this apply?
Customer says:
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“I didn’t get the money yet.”
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“Vendor picked up but I didn’t receive anything.”
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“Amount received is less than what I was told.”
🪜 Step-by-Step Response Script for Support/CX
🗣️ Step 1: Acknowledge Politely
“I understand your concern and I’m really sorry for the inconvenience.”
📝 Step 2: Do NOT Promise or Give Reasons
🚫 Don’t say:
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“It’s under process”
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“You’ll get it today”
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“Finance team delayed it”
✅ Instead, say:
“Let me get this checked and escalated to our payout team immediately.”
📩 Step 3: Log a Ticket on CX Genie
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Go to: cx.cashkr.com
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Create ticket with:
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Order ID / Customer Name
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Contact Number
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Description: e.g., “Customer says payout not received after pickup”
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Mention any partial payout scenario
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“I’ve raised this with the relevant team and we’ll review it right away. You’ll hear back once it’s resolved.”
🧠 Step 4: Use This If User Is Angry or Threatening
“I completely understand your frustration. I’ve made sure your issue is prioritized. Our team will resolve this as quickly as possible.”
✅ Summary – DOs & DON’Ts
|
DO |
DON’T |
|---|---|
|
Acknowledge calmly |
Promise payout timelines |
|
Log complaint instantly |
Say “it’s already sent” |
|
Reassure review is happening |
Blame vendor or system |