Customer Refuses to Provide ID Proof (Operations – Admin)

✅ Purpose:

To handle escalations where a customer refuses to provide ID proof at the time of pickup — and ensure proper closure, logging, and policy enforcement.

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🪜 Step-by-Step Process (Operations Side):

Step 1: Get Notification from Vendor or CX Genie

• Vendor may: Marked as failed in the app
• Or a customer may complain: “Why do you need ID?”

 

Step 2: Verify the Order

• Search Order ID in Admin Panel

• Confirm:

  • Status: Marked failed / in progress

  • Vendor assigned

  • Pickup location & remarks

Step 3: Mark Order as Failed (If Not Done Already)

If vendor didn’t mark it, Ops must:

• • Mark the order as Failed → Customer Denied ID

  • Add internal note in Admin Panel:

    “Order failed due to customer not submitting valid ID proof.”

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✅ Internal Policy:

Rule	Action
No valid ID (Aadhaar/PAN/DL) provided	Cancel order – No pickup allowed
Customer demands exception	Deny – Escalate only to Ops Manager if critical
Repeat issue by same customer	Flag in system under “Non-compliant” list