How to Deactivate, Block Or Temporarily Pause a Vendor

✅ Purpose:

To help the operations team pause or permanently block vendors who violate SLAs, remain inactive, engage in fraud, or are no longer needed for specific areas or devices.

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🪜 Step-by-Step Process:

🔍 Step 1: Identify Vendor to Pause or Block

Common triggers:

• ❌ SLA Violations (5+ per week)

• 💤 Inactivity (no pickups in 7+ days)

• ⚠️ Fraud/false reporting

• 📦 Area/Device not needed

• 🚨 Policy violations or bad customer experience

🖥 Step 2: Go to Vendor Profile in Admin Panel

1. Open Admin Panel → Vendors → All Vendors

2. Search by Vendor Name / Phone / Vendor ID

3. Click to open the vendor’s detailed profile

🟡 Step 3A: 

Temporary Pause (Hold Vendor)

If you want to pause temporarily:

1. Set Max Lead Count = 0

   → Vendor can no longer accept or receive new leads

2. Optionally click the “Hold” button (if enabled)

3. Add internal remark:

   “Paused due to [Reason] on [Date] by [Ops Name]”

📝 Example:

“Vendor inactive for 7+ days. Paused on 21 June by Karan.”

🔴 Step 3B: 

Permanent Block (Deactivate Vendor)

If vendor must be removed permanently:

1. Click “Deactivate Vendor”

2. Confirm when prompted

   → Vendor will be removed from all future assignments

3. Add internal remark for audit trail:

   “Deactivated due to fraud/misuse. Escalated by Ops Head.”

🧾 Step 4: Log the Action (Optional but Recommended)

If logging is available:

• Use Admin Panel Log Tab OR

• Add to CX Genie as internal escalation:

  “Vendor [Name] deactivated due to 3 fraud payouts in a week. Escalated to Ops Head.”

🚫 Step 5: Vendor Notification (Currently Not Active)

📌 Note: Vendors are not notified automatically.

Optionally:

• Notify via WhatsApp if needed

• Or keep silent for internal decision

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🧠 Best Practices:

Scenario	Action
Temporary service issue or area issue	✅ Use Hold / Max Lead = 0
Fraud, repeat SLA failures	❌ Use Deactivate
One-time issue, cooperative vendor	🔄 Hold & monitor
Long-time inactivity	🚷 Deactivate after 30 days