How to Escalate If a User Was Promised Something by Mistake (Price or Time)

🎯 Objective:

To properly escalate internal miscommunication cases, ensure prompt resolution, and maintain customer trust — without overpromising or delaying action.

👥 Applicable For:

Sales & Calling Team
Support Team
Operations Team

🪜 Step-by-Step Process

✅ Step 1: Identify and Confirm the Mistake

Determine what was incorrectly promised to the user:

Type of Mistake	Examples
Price	“User was told ₹10,000 but actual price is ₹7,500”
Pickup Time	“User was promised same-day pickup in a non-serviceable zone”
Service Feature	“User told price is locked but our policy doesn’t guarantee that”

✅ Step 2: Do Not Reconfirm the Wrong Promise

Avoid saying:

❌ “Yes, you’ll still get that price/time.”

Instead say:

✅ “Let me quickly check this with my team and get back to you with a solution.”

✅ Step 3: Escalate via Email to Operations

Use the following format:

📧 Email Subject:

Escalation – Incorrect Promise Made to User (Order #[Order ID])

📧 To: ops.manager@cashkr.com

CC: teamlead.sales@cashkr.com (optional), support@cashkr.com

📄 Email Body Format:

Hi Team,

A user has reported a concern based on an incorrect promise made during our interaction. Below are the details for your review and guidance:

Customer Name: [Customer Full Name]  
Order ID / Lead ID: [XXXXXX]  
Phone Number: [XXXXXXXXXX]  
Device: [e.g., iPhone XR, 128GB, Black]

Issue:  
[e.g., User was promised ₹10,000 payout, but actual quote after inspection is ₹7,500.]

Promised By (If Known): [Agent Name / Sales Team]  
Customer Mood: [e.g., Upset, Wants Resolution, Demanding Immediate Pickup]

Suggested Resolution:  
[e.g., Approve quoted amount, issue goodwill voucher, explain revised time.]

Please advise on the next steps so we can update the user accordingly.

Best,  
[Your Full Name]  
Customer Support/Sales  
Cashkr

✅ Step 4: Wait for Manager’s Resolution

The Operations or Sales Manager will respond with one of the following:

Approve the original promise (for goodwill)
Re-explain actual pricing/policy to the customer
Offer minor compensation (voucher, priority pickup, etc.)
Cancel order if mutually agreed

✅ Step 5: Communicate Back to Customer

“Thanks for your patience. I checked with the team, and here’s what we can do…”

Give the updated offer clearly and confidently. If something cannot be fulfilled, explain why, and focus on what is possible.

🧠 Best Practices

Never argue with customer over miscommunication
Be honest: “We’re fixing this now” builds more trust than defending
Do not offer further compensation without escalation
Always log such cases internally for future training or process tweaks