Vendor App Dispositions for SLA

Call Dispositions For Vendor App 

1. Call Status (Primary Disposition)

• Connected: Successfully reached the customer.

• Not Connected: Unable to reach the customer.

2. Disposition (Secondary Disposition)

If Call Status is “Connected” :

• Pickup Confirmed: Customer confirmed the pickup.

• Told to Cancel: Customer asked to cancel the pickup.

• Reschedule: Customer asked to reschedule the pickup.

• Higher Price Requested: Customer asked for a higher price for the device.

• Better Price Elsewhere: Customer found a better price elsewhere.

• Told to Callback: Customer asked to be called back later.

If Call Status is “Not Connected” :

• Ringing: Customer’s phone is ringing but they didn’t pick up.

• Switched Off: Customer’s phone is switched off.

• Wrong Number: The number provided is incorrect or unreachable.

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Failed Dispositions for Vendor App (Vendor Tags Customer Issues)

1. Customer Issues (Vendor-Tagged)

• Phone Is On EMI/Finance: The device is still under an EMI plan or finance.

• Small Device / Old Models: The device is too small or outdated to be accepted.

• Sold Device Elsewhere: The customer has already sold the device to someone else.

• Clone Device: The device is a counterfeit or non-genuine version.

• Wrong Model: The device is not the model the customer claimed.

• Device Locked: The device is locked, such as with an iCloud or FRP lock.

2. Customer Communication Issues

• Customer Not Answering/Reachable: The vendor is unable to reach the customer for pickup.

• Customer Told To Cancel: The customer has requested that the order be canceled.

• Customer Changed Their Mind: The customer has decided not to proceed with the order.

• Roadside Pickup: The pickup location is not at a valid address, but at an unsafe or non-secure location (like a roadside).

• Too Many Reschedules: The customer keeps rescheduling the pickup, leading to delays.

• Customer Fraudulent / Suspicious: The customer is suspected of being fraudulent or deceptive.

• Customer Not Giving ID: The customer refused to provide the necessary ID for verification.

• Dealer Lead: The lead appears to be from a dealer or bulk seller, not an individual customer.

3. Pricing Issues (Vendor-Tagged)

• Getting Better Price Elsewhere: The customer has found a better price on another platform and is rejecting the offer.

• Higher Expectation After Placing Order: The customer is now expecting a higher price after the initial quote.

• Requote Price Accepted: The price quoted was accepted but was later revised lower, or the customer accepted a re-quoted price.

4. Order Issues (Vendor-App)

• No Bill: The customer has not provided the necessary bill or invoice with the device.

• Duplicate Order: The order was flagged as a duplicate, either due to customer error or a repeat submission.