How to Flag a Vendor for Misbehavior with a Customer

🎯 Objective:

To immediately log and act on reports of vendor misconduct, including rude behavior, harassment, dishonesty, or any customer-unfriendly conduct during a pickup or communication.

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👤 Responsible Teams:

• CX Team (initial report)

• Operations Team (validation & action)

• Vendor Success / Vendor Head (final review)

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🪜 Step-by-Step Process:

✅ Step 1: Receive and Document the Complaint

• Receive customer complaint via:

  • Call

  • WhatsApp

  • Email

  • In-app feedback

   

• Gather:

  • Order ID

  • Vendor name / ID

  • Summary of incident

  • Any screenshots, call recordings, or chat proof (if available)

📝 Note: Use neutral, factual language when noting down details.

✅ Step 2: Create a Ticket on CX Genie

1. Go to: cx.cashkr.com

2. Raise a ticket under:

   • Category: “Vendor Misconduct”

   • Priority: High

   • Attach all evidence

   • Assign to: Vendor Manager / Ops Manager

✅ Step 3: Temporarily Hold the Vendor

While under investigation:

• Set Max Lead Count = 0 in Admin Panel (puts vendor on hold)

• Tag vendor in tracker as “On Hold – Behavior Escalation”

✅ Step 4: Investigate Internally

Ops Team or Vendor Head should:

• Call the vendor and get their version

• Review past history: SLA violations, similar complaints

• Check:

  • Order timeline

  • Pickup status

  • Communication logs (if applicable)

✅ Step 5: Decide Action

Scenario	Action
✅ Minor Miscommunication (first time)	Warning on record, resume orders
❌ Repeated or serious issue	Fine vendor or extend hold
🚫 Severe abuse, fraud, or harassment	Permanent block, deactivate vendor

✅ Step 6: Update the Ticket & Notify Teams

• Add final action summary to the CX Genie ticket

• Close the loop with CX or customer (internally)

✅ Step 7: Maintain a Behavior Flag Tracker

Date	Vendor ID	Order ID	Incident	Action Taken	Flagged By
22 Jun	VND901	85632	Rude on call	Hold + Warning	Swati (CX)