Store Vendor Credit Refund & Reversal Script

Used by: Store Partnerships / Vendor Management Team

Purpose:

To train internal teams on how to handle credit refund and reversal cases for B2Ch Store Vendors — where vendors pay daily credits to Cashkr for completed store orders, and adjustments are needed for cancelled, failed, or wrongly charged orders.

🎯 Objective

To ensure Vendor Management Team can:

Identify valid reasons for credit reversals
Process and verify reversal requests properly
Maintain fairness and documentation
Prevent misuse or manipulation of the daily credit system

🎙️ Internal Training Script for Vendor Managers

🗣️ 1. Understanding the Credit System

“In the B2Ch Store Vendor model, every vendor pays Cashkr Credits for each completed store order.

These credits act as Cashkr’s commission or service fee.

The vendor’s Wallet handles two separate flows:

1️⃣ Customer Payments → Direct transfer to customer via Wallet

2️⃣ Credits to Cashkr → Deducted once daily, based on all successfully completed store orders.”

Example:

If a vendor completes 8 store orders today and each order costs 5 credits →

Total 40 credits are deducted at the end of the day from their Wallet balance.

🗣️ 2. When Credit Reversals Happen

“Reversal = Returning credits back to a vendor when an order is later found to be cancelled, invalid, duplicate, or wrongly deducted.

This ensures vendors don’t lose credits for transactions that didn’t actually qualify as valid store orders.”

🗂️ Eligible Scenarios for Credit Reversal

Scenario	Description	Reversal Eligibility
✅ Cancelled Orders	Order cancelled by store or Cashkr after completion	Eligible
✅ Duplicate Order Entry	Same customer/order counted twice	Eligible
✅ Failed Verification	ID proof or system verification failed post-payment	Eligible
✅ Technical Error	Order marked “completed” but later failed in sync	Eligible
❌ SLA Violation / Late Completion	Order invalidated due to SLA breach	Not Eligible
❌ Customer Dispute or Fraud Case	Order reversed due to vendor’s fault	Not Eligible
❌ App Misuse or Fake Entries	Any manipulation attempt	Not Eligible

🗣️ 3. When Vendors Can Raise a Credit Refund Request

“Refund or reversal requests must be raised only through the Vendor App, under

→ Support → Credit Reversal Request.

Vendors cannot raise these requests verbally or on WhatsApp.”

Vendor Must Provide:

Order ID(s) in question
Reason for reversal
Proof (if applicable — screenshot or store confirmation)

Once submitted, the request appears on the Vendor Management Dashboard for verification.

🗣️ 4. Credit Reversal Verification Process

Step	Action	Owner
1️⃣ Vendor raises request	App submission	Vendor
2️⃣ Check eligibility	Verify order ID, status, and deduction log	Ops Associate
3️⃣ Validate reason	Cross-check with store logs & order timeline	Vendor Manager
4️⃣ Decision	Approve or reject reversal	Ops Manager
5️⃣ Execution	Credits restored in vendor’s Credit Balance	System Auto Credit

“Approved reversals reflect in the Credits tab as ‘+ Credit Adjustment’ within 24 hours.”

🗣️ 5. Communication Templates

✅ Approved Message:

“Hi [Vendor Name],

Your credit reversal for Order ID [####] has been approved.

The deducted credits have been restored to your account.

You can verify this in the Credits tab.

— Cashkr Vendor Support”

❌ Rejected Message:

“Hi [Vendor Name],

Your credit reversal request for Order ID [####] has been reviewed and cannot be approved due to [reason: SLA violation / invalid documentation / not eligible].

You may reopen with valid proof within 48 hours if required.

— Cashkr Vendor Support”

🗣️ 6. TAT (Turnaround Time)

Case Type	TAT	Action
Simple Case (Cancelled / Duplicate)	24 hrs	Auto reversal
Verification Pending (Store logs)	48 hrs	Manual review
Escalated or Fraud-linked	72 hrs	Ops Manager review

“No reversal should remain pending beyond 72 hours from request submission.”

🗣️ 7. Reopening Policy

“If a vendor disagrees with a reversal rejection, they can reopen the case once only, within 48 hours.

They must attach new supporting proof — such as store communication, duplicate order evidence, or Cashkr backend confirmation.

Cases reopened without new proof are automatically closed.”

🗣️ 8. Fraud / Misuse Handling

“Cashkr strictly monitors credit reversal misuse.

Vendors submitting 3 or more false or repetitive reversal requests in a 30-day period will be added to the Reversal Watchlist.

Penalties may include:

Temporary Hold on new orders
Suspension of reversal rights
Escalation to Ops Head for audit.”

🗣️ 9. Daily & Weekly Reporting

Report Type	Owner	Frequency	Notes
Daily Reversal Log	Ops Associate	Daily	Track pending & resolved cases
Weekly Summary	Vendor Manager	Weekly	Total reversals, approval rate
Monthly Review	Ops Manager	Monthly	Fraud analysis, watchlist vendors

“All reversal cases must be logged in the Credit Reversal Tracker Sheet and backed by system screenshots.”

🗣️ 10. Tone & Communication Guidelines

✅ Always acknowledge vendor concerns before verification.

✅ Never promise approval without backend validation.

✅ Keep tone neutral and factual.

✅ Avoid long back-and-forth — once status is shared, close loop.

✅ Every message must include the Order ID or Ticket ID for reference.

🧩 Quick Summary

Action	Description	Notes
Vendor pays daily credits	Fee for all completed store orders	Deducted from Wallet
Refund/Reversal applies to	Invalid / cancelled / duplicate orders	Credit returned
Request method	App → Support → Credit Reversal Request	Must include proof
Processing time	24–72 hours	System + Manual
Non-eligible cases	SLA breach, fraud, or missing proof	Rejected
Outcome	+ Credit Adjustment shown in Credits tab	Auto-updated

🧾 Key Talking Points for Vendor Management Team

✅ “Reversals only apply to credits already paid by the vendor.”

✅ “Cashkr restores credits only for cancelled, duplicate, or invalid orders.”

✅ “All reversals go directly to the vendor’s Credit Balance — not Wallet.”

✅ “Requests must come through the app, not calls or chats.”

✅ “Transparency and audit trail are mandatory for every reversal.”