How to Report Issues to Admin Panel / Support

For Cashkr Vendors, Ops Team, and Support Staff

1. Purpose of This SOP

To define the correct process for reporting any issue related to:

Orders
Payments
Wallet / Credits
App bugs
Customer escalations
Vendor SLA issues
Technical failures

Ensures:

✔ Faster resolution
✔ Correct tracking
✔ No missed issues
✔ Audit logs maintained
✔ Smooth vendor operations

2. Types of Issues Vendors May Face

A. Order-Related Issues

Customer not responding
Wrong address
Wrong device shown in app
Unable to mark order completed
Unable to unlock order

B. Payment Issues

OTP not received
Payment stuck / not completed
Customer says payment not received
Wallet not deducted or double deducted

C. App Function Errors

App crashing
Buttons not working
GPS not loading
Unable to upload photos

D. Wallet / Credit Problems

Credits not refunded
Wallet top-up not reflecting
Incorrect credit deduction
Balance mismatch

E. Safety or Behavioural Issues

Customer rude / threatening
Unsafe location
Suspicious device ownership

F. Fraud / High-Risk Suspicion

Fake IMEI
Stolen device suspicion
Customer attempting manipulation
Vendor receiving threats

All of these MUST be reported immediately.

3. Channels for Reporting Issues

Vendors and internal teams must use one of the following official channels:

Channel 1: Admin Panel (Internal Teams Only)

Used by: Ops Team, CX Team, Support Team

Purpose

Log issues
Change order status
Add notes
Approve refunds
Review cases
Track SLA

Steps

Open Admin Panel
Go to Orders → Specific Order ID
Click Add Comment / Internal Note
Select Issue Category
Enter description
Attach screenshots (if needed)
Save & Assign to respective team

Channel 2: Support Chat (Internal CX Genie Bot + Support Team)

Used by: Vendors

Steps

Open Vendor App
Go to Help / Support
Choose issue category
Submit:
✔ Order ID
✔ Description
✔ Screenshot (if applicable)
Support team responds within SLA

Channel 3: WhatsApp Vendor Support (Designated Number)

Used only when:

App not working
Emergency situation
Payment critical issue
Safety concerns

Message Format

Order ID: _______
Issue: __________
Details: _________
Screenshot (if any)

Channel 4: Emergency Escalation (Ops Manager)

Used for urgent, high-risk cases:

🚨 Fraud
🚨 Safety risk
🚨 Payment stuck during OTP flow
🚨 Customer threatening legal action
🚨 Vendor harassment or danger

Only Ops Team should escalate to Ops Manager with a structured summary.

4. Information Required When Reporting an Issue

To avoid delays, every issue must include:

Mandatory Fields

Order ID
Vendor Name & Number
Customer Name (if needed)
Issue Type
Detailed Explanation
Timestamp
Result/Impact
Screenshots or screen recordings (if applicable)

Optional but Helpful

GPS screenshot (if location issue)
Call log screenshot
Payment screenshot
App error message

5. How Ops Team Should Log Issues in Admin Panel

Step-by-Step (Internal Only)

Open the respective Order Page
Go to Order Timeline / Notes
Add a note under Internal Comments
Choose Issue Type (dropdown)
Add a clear explanation
Mark Responsibility: Vendor / Customer / System
If refund needed → Tag Finance
If SLA issue → Tag Vendor Head / Ops Manager
Save changes

6. Issue Priority Levels

Priority 1 — Immediate (0–10 min response)

Payment stuck
Wrong payment made
Fraud suspicion
Vendor safety issue
Customer threatening behaviour

Priority 2 — High (Within 1–2 hours)

Wrong inspection logs
Order stuck in “To Be Failed”
Wallet top-up not reflecting
Credit deduction wrong

Priority 3 — Medium (Within 24 hours)

App error
Order cancellation disputes
Customer not responding cases

Priority 4 — Low (Within 48 hours)

Minor UI issues
Feature suggestions
Improvements

7. How Vendors Must Report Issues (Simple Version)

A. If problem is with an ORDER:

Use “Help & Support” → select order → describe issue.

B. If problem is with PAYMENT:

Immediately contact support via chat + WhatsApp.

C. If problem is with APP FUNCTION:

Send screenshot + description in support chat.

D. If problem is SAFETY:

Call support immediately → Leave location → Share details.

8. What Vendors Should NOT Do

❌ Do NOT share personal number to customers
❌ Do NOT try to solve issues by negotiating with customer
❌ Do NOT make offline payments
❌ Do NOT ignore issues or fail to report
❌ Do NOT escalate directly to CEO or top management
❌ Do NOT use personal WhatsApp unless instructed
❌ Do NOT hide or misreport order problems

9. Internal Team Escalation Flow

Level 1 – Support Team

Handles: Basic queries, payment questions, app issues

Level 2 – Ops Team

Handles: Order issues, vendor misreporting, SLA violations

Level 3 – Finance Team

Handles: Wallet refunds, incorrect transactions

Level 4 – Ops Manager

Handles: Fraud, serious escalations, vendor termination

10. Templates for Reporting

For Order Issue

Order ID: ________
Issue: Wrong Inspection / Customer Unresponsive / Payment Not Completed
Details:
Screenshots:
Vendor ID:

For Payment Issue

Order ID:
Vendor Wallet Balance:
Error Message Received:
Customer Received OTP? Yes/No
Screenshots:

For Fraud/Safety

Order ID:
Customer/Vendor Concern:
Location:
Immediate Risk:
Action Taken:

11. Summary for Vendor Training (1-Card Version)

Report Issues Through:

Help & Support (Vendor App)
WhatsApp Support
Emergency Call (Only high-risk)

Always provide:
Order ID + Issue + Screenshot

Never:

Solve with customer
Make offline payment
Hide defects
Avoid reporting