SLA Violations & Escalation Rules
For Cashkr Vendors, Ops Team, CX, and Support
1. Purpose of This SOP
This SOP defines:
What counts as an SLA violation
How violations are tracked
How many violations trigger escalation
What actions Ops Team should take
When vendors are fined, put on hold, or terminated
Goal: Maintain consistent customer experience and eliminate poor-performing or risky vendors.
2. What Is SLA? (Service Level Agreement)
SLA = Rules every vendor must follow to ensure:
✔ On-time pickups
✔ Accurate inspections
✔ Professional behaviour
✔ Proper payment flow
✔ Zero fraud
✔ Completed orders within expected time
Breaking these rules = SLA violation.
3. Types of SLA Violations
There are 6 major SLA categories, each with defined violation types.
A. Pickup SLA Violations
Violation | Description |
|---|---|
Delayed Pickup | Vendor does not reach customer within agreed time |
No-Show / Not Visiting | Vendor marks “Customer Not Available” without going |
Not Calling Customer | No attempt to contact customer after unlock |
Multiple Reschedules by Vendor | Vendor keeps postponing pickup |
Taking Too Long (3–6 hour window) exceeds time | Delays that cause customer cancellation |
B. Behaviour SLA Violations
Violation | Description |
|---|---|
Rude Behaviour / Impolite Tone | Customer reports disrespectful interaction |
Arguments / Fighting | Vendor argues or threatens customer |
Unprofessional Conduct | Smoking, shouting, bad language at pickup |
C. Inspection SLA Violations
Violation | Description |
|---|---|
Wrong Condition Marking | Vendor misrepresents defects intentionally or due to carelessness |
IMEI Mismatch / Wrong Serial | Vendor enters wrong details |
Manipulating Price | Trying to reduce price for personal benefit |
Incomplete Inspection | Not checking device properly leading to disputes |
D. Payment SLA Violations
Violation | Description |
|---|---|
Delayed Payment | Vendor delays OTP payment after inspection |
Offline Payment Attempt | Google Pay, PhonePe, cash payment attempts |
Taking Device Before Payment | Major violation, risk of fraud |
Entering OTP Without Customer Consent | Unethical & not allowed |
E. Order Handling SLA Violations
Violation | Description |
|---|---|
Marking Wrong Failure Reason | Vendor lies about customer issue |
Frequent “To Be Failed” due to vendor fault | Pattern of failed orders |
Not Closing Order Properly | Leaving orders pending |
F. Fraud & High-Risk Violations (Zero Tolerance)
Violation | Description |
|---|---|
Taking Device Without Payment | Fraud – immediate block |
Tampering With Device | Trying to remove parts or damage intentionally |
Forcing Customer For Lower Price | Coercion or pressure |
Asking for Extra Money / Hidden Charges | Scam behaviour |
Using personal UPI for customer payment | Against policy |
Fake Location / Fake Completion Mark | System manipulation |
4. SLA Violation Severity Levels
SLA violations fall into 3 severity categories:
Level 1 — Minor
Late by small margin
Customer not responding
Low-impact issues
Action → Warning + Education
Level 2 — Major
No-show
Wrong inspection
Rude behaviour
Offline payment attempt
Action → Credit deduction + Lead limit reduction + SLA strike
Level 3 — Critical / Fraud
Taking device without payment
Fake entries
Intentional cheating
Threatening customer
Action → Immediate Hold/Block + Escalation to Ops Manager + Possible Legal Action
5. SLA Violation Tracking System
Every vendor is monitored weekly:
App data
To Be Failed orders
Customer complaints
Ops feedback
Payment logs
If vendor exceeds 5 violations in a week → escalation automatically triggers.
6. Escalation Rules
When violations occur, follow this escalation ladder:
Stage 1 — Warning (1–2 violations/week)
Ops Team Action:
✔ Call vendor
✔ Explain violation
✔ Provide behaviour correction
✔ Reset expectations
Vendor Status: Active
Stage 2 — Strike & Training (3–5 violations/week)
Ops Team Action:
✔ Issue “SLA Strike”
✔ Mandatory training on pickup behaviour
✔ Reduce daily unlock limit
✔ Monitor next 7 days closely
Vendor Status: Active with restrictions
Stage 3 — Hold (5+ violations/week)
(As per your company’s rule)
Ops Team Action:
✔ Put vendor on temporary hold
✔ No new orders allowed
✔ Deduct credits for vendor faults
✔ Inform vendor on WhatsApp/SMS
✔ Vendor must complete retraining before reactivation
Vendor Status: On Hold
Stage 4 — Escalation to Ops Manager
Triggered when:
Vendor crosses 5+ violations/week
Multiple holds in 30 days
Customer escalations
Behaviour issues
Payment misconduct
Ops Manager Actions:
✔ Review entire vendor performance
✔ Decide on fine / limit reduction / long-term hold
✔ If issue repeats → proceed to Stage 5
Vendor Status: Critical Review
Stage 5 — Permanent Block / Termination
Used for:
Repeated major violations
Fraud attempts
Payment manipulation
Customer harassment
Device stealing or unpaid pickups
Ops Manager + CEO Decision:
✔ Permanently block vendor
✔ Remove area access
✔ Flag in system to avoid re-onboarding
✔ Legal escalation if necessary
Vendor Status: Terminated
7. SLA Penalty Matrix (Simple Table)
Violation Type | Vendor Fault? | Credits Deducted? | Vendor Status | Escalation? |
|---|---|---|---|---|
Minor delay | Maybe | No | Active | No |
Wrong inspection | Yes | Yes | Strike | Yes |
Rude behaviour | Yes | Yes | Strike | Yes |
Offline UPI attempt | Yes | Yes | Hold | Yes |
No-show | Yes | Yes | Strike | Yes |
Device taken w/o payment | Yes | Yes (full) | Block | Immediate |
Customer rejects price | No | No | Active | No |
Customer not available | No | No | Active | No |
8. Vendor Communication Templates
Warning Message (Stage 1)
“Your recent order had SLA issues. Please follow pickup timing and proper behaviour. This is a warning.”
Strike Message (Stage 2)
“We noticed multiple SLA violations. You are given an SLA Strike. Your limits may reduce until improvement.”
Hold Message (Stage 3)
“Your account is on Hold due to repeated SLA violations. Complete retraining to reactivate.”
Termination Message
“Your vendor account has been permanently deactivated due to critical SLA violations as per company policy.”
9. Internal Ops Rules Summary
Always Deduct Credits When:
Vendor fault
Wrong inspection
No-show
Offline payment
Behaviour issue
Always Refund Credits When:
Customer fault
Mismatch created by customer
Customer cancels
OTP issues from customer side
10. Quick Overview Card (Use in Training)
3 SLA Levels:
LEVEL 1 → Warning
LEVEL 2 → Strike
LEVEL 3 → Hold / Block
5+ violations/week = Escalation
Fraud = Immediate Block