SLA Violation Tracking & Escalations

Purpose: For Operations, Vendor Ops, CX, BD & Management Teams

1. Purpose of This Module

To ensure:

✔ Timely pickups
✔ Vendor accountability
✔ Reduced customer complaints
✔ Higher order completion rate
✔ Consistent operational performance
✔ Clear escalation pathway across teams

SLA tracking helps identify:

Late vendors
Unresponsive vendors
Repeat offenders
City-level operational gaps
Vendor training requirements

2. What Is SLA (Service Level Agreement)?

SLA refers to the minimum operational standards that vendors must follow during pickups.

Cashkr’s core SLAs include:

Vendor must accept & call customer within 15-20 minutes of assignment
Vendor must reach pickup location within scheduled time
Vendor must complete order without unnecessary delay
Vendor must communicate politely and professionally
Vendor must follow inspection rules accurately
Vendor must not commit fraud or falsify conditions
Vendor must complete payment instantly after OTP

Any failure to meet these is considered an SLA violation.

3. Types of SLA Violations

There are six primary SLA violation categories:

A. Delayed Pickup (Most Common)

Vendor does not reach on time OR delays assignment.
Examples:

Assigned but no call for 20+ minutes
Promised ETA but not followed
Vendor takes too long to start trip

B. Improper Failure / Wrong Failure Reason

Vendor marks an order failed incorrectly.

Examples:

Customer available but vendor marks “Not Available”
Vendor didn’t check device properly
Vendor marking failure to avoid low price devices

C. Missed, Incorrect, or Delayed Payment

Vendor fails to complete payment.

Examples:

Payment delay
Vendor leaves without completing payment
Payment sent to wrong UPI due to carelessness

D. Vendor Not Contacting Customer

Vendor assigned but no communication.

E. Behaviour or Professionalism Issues

Vendor is rude, unprofessional, or misbehaves.

Examples:

Using abusive tone
Forcing customer to accept lower price
Not wearing ID or being presentable

F. Fraud or Intentional Manipulation (Critical)

Examples:

Entering false condition
Trying to reduce price intentionally
OTP misuse attempts
Fake payment screenshots

Immediate escalation required.

4. SLA Tracking Process

Tracking is done by Ops, CX & Vendor Ops through:

Admin Panel (Order timeline)
Vendor activity logs
Customer complaints
CX follow-up calls
Vendor Ops reports
BD team city performance analysis

Where SLA Violations Appear in Admin Panel:

Orders → SLA Violations List
Shows:

Vendor name
Order ID
Violation type
City
Timestamp
Number of times vendor violated this week

5. SLA Violation Thresholds

Violation Count (Weekly)	Action
1–2	Warning message
3–4	Vendor Ops call + coaching
5	Vendor review + potential penalty
6+	Vendor HOLD until further notice

6. Escalation Flow (Step-by-Step)

Step 1 — CX Identifies Issue

CX spots slow vendor → logs violation with note.

Examples:

“Vendor not calling customer”
“Customer waiting 45 minutes”

Step 2 — Ops Validates

Ops checks:

Vendor logs
Tracking timeline
Previous violations

Ops confirms violation.

Step 3 — Vendor Ops Contacts Vendor

Vendor Ops calls vendor:

Understand reason
Clarify expectations
Warn vendor
Record explanation

Step 4 — Update Violation Count

Add entry in SLA tracker:

Vendor name
Order ID
Violation type
Reason given
Action taken

Step 5 — Apply Appropriate Action

Depending on severity:

A. Warning (Soft Action)

Used for minor delays.

B. Coaching Call

Vendor Ops explains:

Why violation happened
How to improve
Next steps

C. Penalty / Credit Deduction

Used when vendor repeatedly ignores SLAs:

Examples:

Deduct 5–20 credits
Restrict order unlock limit

D. HOLD Vendor

Vendor cannot accept new orders.

Reasons:

More than 5 weekly violations
Repeated delays
Customer complaints
Payment issues

E. Deactivation (Severe Cases)

Used for:

Fraud
Payment misconduct
Harassment
Repetitive violations

Vendor is permanently blocked.

7. SLA Standards for Vendor Performance

Activity	SLA Time
Call customer after assignment	Within 15 minutes
Start trip after confirmation	Within 20 minutes
Reach location	0–60 minutes (as per city)
Inspection completion	5–10 minutes
Payment completion	Immediately after OTP

Any deviation = Potential violation.

8. BD Team Responsibilities in SLA Violations

The BD (Business Development / Area Management) team helps reduce SLA violations through:

Ensuring adequate vendor coverage per pincode
Identifying areas with repeat SLA failures
Highlighting operational bottlenecks
Coordinating with Vendor Ops to bring new vendors
Improving vendor distribution in high-order zones

They do not discipline vendors but provide data to prevent future SLA issues.

9. Customer Experience Protocol (For SLA-Delayed Orders)

CX must:

Apologize for delay
Call vendor immediately
Share updated ETA with customer
Log issue in Admin Panel
Escalate to Ops if vendor unresponsive
Trigger reassignment when necessary

10. Communication Templates

A. Warning to Vendor

“Please ensure timely pickups. We recorded a delay in Order ID ________. Kindly follow SLA guidelines.”

B. Hold Notification

“Your account is temporarily on hold due to repeated SLA violations. You will be contacted by Vendor Ops for review.”

C. Customer Message (Delay)

“We’re coordinating with your pickup partner. They will reach you shortly. Sorry for the delay.”

11. Reporting & Dashboards

Management reviews:

Weekly SLA Violation Report
City-level SLA heat map
Vendor-level SLA performance
Repeat offenders
SLA vs Order Completion Rate

Used for scaling decisions & vendor pruning.

12. One-Page Quick Summary (Training Card)

SLA Violations Include:

Delayed pickup
No customer call
Wrong failure
Miscommunication
Wrong inspection
Payment issues
Vendor behaviour issues
Fraud

Threshold:

Up to 5 violations/week → Escalation & penalty.

Actions:

Warning → Coaching → Penalty → HOLD → Deactivate

Teams Involved:

CX → Identify
Ops → Validate
Vendor Ops → Take action
BD Team → Improve area/vendor availability
Management → Review & approve major actions