How to escalate users who faced bad pickup experience to CX team?

🎯 Objective:

To promptly report and escalate any user complaints related to vendor behavior, delay, fake attempt, or other poor pickup experiences to the CX team for resolution and follow-up.

👤 Applicable Teams:

Sales, Support, Ops — whoever receives the complaint first

🪜 Step-by-Step Process

✅ Step 1: Identify Qualifying Issues for Escalation

Escalate if user reports:

Vendor was rude, late, or unprofessional
Pickup was marked but never attempted
Vendor asked for extra money/documents
Wrong device checked or rejected unfairly
Price changed without explanation
No show / vendor unreachable

✅ Step 2: Collect and Note Down Key Details

Before escalating, gather:

Order ID / Lead ID
Customer Name & Number
Device Info (e.g., iPhone XR, 128GB)
Pickup Slot/Date
Detailed Complaint (User’s version of what went wrong)

Example:

“Vendor came 3 hours late, didn’t explain price drop, and refused to cancel politely.”

✅ Step 3: Create a Ticket on CX Genie

Go to: [cx.cashkr.com]
Click “Create Ticket”
Fill in the details under:

Field	Entry
Category	Customer Pickup Complaint
Order ID	[Insert]
Customer Number	[Insert]
Issue Summary	[e.g., Vendor misbehaved, pickup fake marked]
Detailed Description	Add full explanation
Attachments	If screenshots/recordings available

Submit the ticket
Note the Ticket ID for reference

✅ Step 4: Inform the User (If Needed)

“I’ve escalated this to our customer experience team. They’ll review and get back to you shortly.”

❗ Do not commit refunds or compensations unless confirmed.

✅ Step 5: Log Internally (If Repeated Issue)

If vendor was involved in similar past issues, flag in Admin Panel or internal Ops log for review or possible vendor hold/block.

🧠 Best Practices

Stay calm and empathetic with the user
Don’t defend the vendor — just listen and act
Always collect the exact issue and vendor behavior
If multiple complaints against same vendor → flag to Vendor Manager separately