Creating & Assigning Orders to Vendors
Purpose: For Operations, CX, Vendor Ops & Business Development Teams
1. Purpose of This Module
To define:
How orders are created (customer-side & admin-side)
How vendors get assigned
When Ops/CX must intervene
Internal rules for assignment & reassignment
SLA standards for pickup timelines
BD/Vendor Ops support in ensuring availability
Goal:
✔ Faster pickups
✔ Accurate vendor assignment
✔ Higher order completion rate
✔ Better customer satisfaction
✔ Smooth operational flow
2. How Orders Are Created
Orders can be created through two methods:
A. Customer Self-Creation (Website / App)
The customer:
Selects device
Selects condition
Views price
Enters personal details
Enters address/pincode
Confirms Order
The order then appears in the Admin Panel under Orders → Pending Vendor Assignment.
B. Manual Order Creation (Admin Panel)
Used by Sales/CX when:
Customer calls for help
Customer cannot complete checkout
Customer needs manual assistance
Lead conversion requires admin support
Steps:
Go to Orders → Create Order
Enter customer details
Select device/model
Select condition
Enter address & pincode
Review price
Confirm order
Once created → The order moves to Pending Vendor Assignment.
3. Vendor Assignment Process
Once an order is created, the system or Ops assigns a vendor.
Vendor assignment is done via:
A. Auto-Assignment (System Driven)
The system selects a vendor based on:
Pincode match
Device type support (phone/tablet/laptop/mac)
Vendor’s Wallet & Credits balance
Vendor SLA score
Distance & availability
Past performance
This is the default process.
B. Manual Assignment (Ops/Vendor Ops Required)
Used when:
No vendor available automatically
Vendor unresponsive
Vendor needs replacement
High-value or urgent order
Special request by customer
Steps:
Go to Orders → Pending Assignment
Click Assign Vendor
View list of eligible vendors
Check vendor SLA, credits & coverage
Assign the best-suited vendor
4. Vendor Unlock Logic
Before accepting an order, the vendor must:
Have Minimum Wallet Balance (to pay customer)
Have Sufficient Credits (to unlock order)
Cover the device type (phone, laptop, tablet, etc.)
Be within serviceable area range
Only after satisfying all conditions →
Vendor can unlock the order.
Once unlocked →
Vendor is assigned officially and both customer & vendor get notifications.
5. Reassignment Rules
Reassignment is required when:
A. Vendor Not Responding
No call made to customer within SLA time (15 minutes)
Vendor unreachable or phone switched off
B. Vendor Declines Pickup
Not available
Not supporting device type
Delay issues
C. Customer Requests Different Time
Vendor not available → assign new vendor.
D. Vendor Violates Behaviour Rules
CX reports misbehaviour → Ops reassigns immediately.
E. Vendor Lacks Wallet/Credits
If vendor doesn’t have enough balance → reassign.
6. Reassignment Procedure (Ops/CX)
Check current vendor status & reason for delay
Add internal note explaining reason
Click Reassign Vendor
Select next best eligible vendor
Notify customer about reassignment
Monitor new vendor’s response
7. SLA for Vendor Assignment
Stage | SLA Time |
|---|---|
Vendor acceptance after assignment | Within 15 minutes |
Vendor calling customer | Within 20 minutes |
Vendor reaching customer | Within scheduled time or < 60 min if ASAP |
Reassignment if vendor fails | Within 10 minutes |
8. CX Responsibilities
CX must:
Monitor order tracking
Ensure vendor calls customer within SLA
Contact vendor if no update
Communicate ETA to customer
Trigger reassignment if vendor unresponsive
Add internal notes for every action
Update customer on vendor details
9. Operations Responsibilities
Ops must:
Monitor all pending/assigned orders
Ensure timely vendor response
Approve reassignment
Support CX in escalated issues
Coordinate with Vendor Ops for vendor shortages
10. Vendor Operations Responsibilities
Vendor Ops must:
Ensure enough vendors in all areas
Monitor vendor availability per city/device type
Support reassignment when supply is low
Handle vendors who repeatedly miss orders
11. Business Development (BD) Responsibilities
BD Team ensures serviceability for all incoming orders.
They must:
Identify pincode gaps (orders created but no vendors available)
Coordinate with Vendor Ops to onboard vendors for uncovered areas
Track high-value areas that need more vendor supply
Share weekly coverage reports with Ops & Management
Support expansion of new cities to avoid "unassigned orders"
12. Customer Notifications During Assignment
Customer receives:
Order Created
Vendor Assigned (once vendor unlocks)
Vendor En Route (when vendor taps Start Trip)
Clear communication = Trust + Higher conversion.
13. Vendor Notifications
Vendor receives:
New order available
Unlock requirements
Customer details after unlock
Route navigation
Payment process guidelines
14. One-Page Summary (Training Card)
Order Creation
Customer self-creates OR CX creates manually
Moves to Pending Vendor Assignment
Vendor Assignment
Auto or Manual
Vendor must have enough Wallet + Credits
Vendor unlocks order
Reassignment
Required if vendor is:
Unresponsive
Not available
Violating SLA
Out of coverage
Low on Wallet/Credits
Team Roles
CX → Tracking & communication
Ops → Assignment & escalation
Vendor Ops → Supply & quality
BD Team → Coverage & expansion