Handling Customer Escalations Related to SLA

Purpose

To make sure all customer complaints about SLA issues are quickly checked, vendor action is taken if needed, and the customer gets a solution fast.

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Who Does What

• CX Team: Creates a ticket and shares Order ID with Quality & SLA Person.

• Quality & SLA Person: Checks what happened, decides action, updates CX Team.

• Ops Manager: Helps if vendor needs to be flagged, fined, or order reassigned.

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When to Follow This SOP

• Pickup delay

• Vendor failed the order without reason

• Payment delayed

• Vendor not answering customer

• Price change without requote

• Bad service by vendor

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Steps

Step 1: CX Team Action

1. Customer complains to CX.

2. CX team makes a ticket in CX Genie.

3. CX adds Order ID in ticket and forwards to Quality & SLA Person.

Step 2: Quality & SLA Person Investigation

4. Open Admin Panel → Check:

   • Order status & history

   • Vendor’s fail reason (if any)

   • SLA time

   • Photos / proof uploaded by vendor

5. Decide:

   • Vendor not at fault → Close case & tell CX to update customer.

   • Vendor at fault →

     • Flag the vendor in system

     • Deduct credits or give warning as per SLA

     • Reassign order to another vendor if needed

Step 3: Update & Close

6. Tell CX Team what was done.

7. CX updates customer and closes ticket.

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Quick SLA Decision Guide

Issue	Action
Vendor late / no show	Flag vendor, reassign order
Vendor failed order without proof	Reject fail, warn vendor
Payment late without reason	Approve fail, process payment
Wrong fail by vendor	Reverse, continue order
Price change without requote	Warn vendor, reverse fail