How to Handle Vendor-Initiated Failure (To Be Failed)
✅ Purpose:
To review and approve or reject vendor-marked failed pickups — and decide whether to refund credits based on proper verification.
👥 Who’s Involved:
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Vendor: Marks order as failed via app.
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Quality & SLA Associate : Reviews the failure and approves or rejects credit refund.
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Ops Manager (if needed): Handles escalation or frequent abuse cases.
🪜 Step-by-Step Process:
Step 1: Access Failure Review Queue
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Go to Admin Panel → Orders → To Be Failed
Step 2: Review Vendor Reason
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Check vendor-submitted failure reason in the panel.
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Call or message vendor if clarification is needed.
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Look at timestamps, order actions, and any customer communication recordings.
Step 3: Approve or Reject
|
Condition |
Action |
|---|---|
|
Vendor attempted, customer unreachable, or wrong address |
✅ Approve |
|
Vendor clearly didn’t attempt / no proof / vague reason |
❌ Reject |
Step 4A: If Approving
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Click “Approve”
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System auto-credits vendor back (refund)
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Add note:
“Approved failure. Vendor attempted pickup. Credit refunded.”
Step 4B: If Rejecting
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Click “Reject”
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No credit is refunded
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Add note:
“Rejected – Vendor failed to attempt or explain. No refund.”
🔁 Track High-Failure Vendors
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If a vendor fails 3+ orders in a week, flag them for review.
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Reduce Max Leads or temporarily pause orders if needed.