Store Vendor Feedback Collection & Review Script

Used by: Store Partnership / Channel Expansion Team

Purpose:

To train Onboarding Associates on how to collect, categorize, and report feedback from active B2Ch (Store) Vendors — covering app experience, store coordination, payment delays, and policy improvements.

🎯 Objective

To ensure onboarding associates:

Regularly collect structured feedback from vendors
Identify and escalate operational or technical issues early
Track satisfaction trends and highlight recurring problem areas
Maintain a feedback-to-action loop with the Operations & Product teams

🎙️ Internal Training Script for Onboarding Associates

🗣️ 1. Importance of Vendor Feedback

“Store Vendors are our on-ground partners — they directly interact with customers and store staff daily.

Their feedback helps us improve the app, speed up payments, simplify processes, and maintain smooth collaboration.

Feedback isn’t a complaint — it’s a health check of our network.”

🗣️ 2. When and How Feedback Should Be Collected

“Vendor feedback should be collected through 3 structured touchpoints:

1️⃣ Post-Onboarding (Day 3–5): To ensure smooth login, wallet setup, and first orders.

2️⃣ Monthly Review: To understand operational issues or repetitive blockers.

3️⃣ Quarterly Quality Audit: To capture detailed feedback on Cashkr system, store coordination, and customer flow.

Feedback can be gathered through WhatsApp call, Google Form, or in-app survey.”

🗣️ 3. Starting the Feedback Conversation

“Always keep tone friendly and open — vendors should feel heard, not interrogated.”

Example:

“Hi [Vendor Name], I’m calling from Cashkr Ops Team. Just checking how your experience has been so far with the store orders — everything going smooth?”

Start simple, then go into specific questions.”

🗣️ 4. Core Questions to Ask (Feedback Template)

“Use this as your standard format while talking to vendors or collecting written feedback.”

A. App & Tech Feedback

• Is the app smooth and fast during order creation?

• Any errors or issues with OTP or payment screens?

• How easy is it to upload ID and verify customer info?

B. Store Coordination

• Are the assigned stores cooperative and responsive?

• Any confusion on order ownership or payout flow?

• Do you face pressure from store staff for higher offers?

C. Payment & Wallet

• Any delays in Wallet top-up reflection?

• Have all customer payments been smooth?

• Any reversals or missing credits noticed?

D. Operations & Support

• Are you satisfied with Cashkr’s vendor support response time?

• Have you received clarity on your SLA and reporting process?

• What one improvement would make your work easier?”

🗣️ 5. Handling Negative Feedback

“If vendor shares a complaint, acknowledge and reassure — don’t justify or dismiss.”

Example:

“Got it sir, thank you for highlighting that. I’ll forward this to our Ops Manager right away. We’ll review and get back with a resolution.”

Log such cases immediately in the Feedback Tracker Sheet or Ops Ticket Portal under category:

• Tech Issue / Payment Delay / Store Conflict / App Bug / Support Delay.

🗣️ 6. Identifying Patterns

“If 3 or more vendors mention the same issue within a week (like app lag or delayed reversals), mark it as a Recurring Concern.

Tag these under a common label in the feedback sheet — this helps the Product or Tech team prioritize real-world problems faster.”

🗣️ 7. Feedback Escalation Flow

“The escalation process is straightforward:

1️⃣ Collect – Associate records vendor’s issue or suggestion.

2️⃣ Categorize – Classify it (App / Store / Wallet / Support).

3️⃣ Submit – Enter in Feedback Tracker Sheet (daily).

4️⃣ Review – Ops Manager reviews and assigns resolution to relevant team.

5️⃣ Close Loop – Update vendor once resolved.

Every piece of feedback must end with communication back to the vendor.”

🗣️ 8. Recognition of Positive Feedback

“Encourage vendors to share what’s working too — not just issues.

Positive mentions (like smooth app flow, on-time payments, or helpful support) should be logged under ‘Success Mentions’.

Every quarter, the Ops Manager highlights top-performing vendors in the Vendor Appreciation Board — this boosts morale and retention.”

🗣️ 9. Quarterly Review & Report Submission

“At the end of every quarter, associates must prepare a Vendor Feedback Summary Report with these metrics:

• Total vendors active vs. responded

• % satisfied with app and payment

• Common issues raised

• % of resolved vs. pending concerns

• Top improvement suggestions

This report helps management track network satisfaction and product improvement roadmap.”

🗣️ 10. Closing Feedback Conversations

“Always close the conversation positively, even if there were complaints.”

Example:

“Thanks for sharing your feedback, sir. Your points really help us improve the system for everyone. We’ll make sure your concern is looked into and keep you posted.”

Respectful closure builds long-term cooperation.”

🧩 Internal Team Notes (Quick Reference)

Step	Task	Owner	Frequency	Output
1	Post-Onboarding Check	Onboarding Associate	Day 3–5	Vendor comfort confirmation
2	Monthly Feedback	Ops Associate	Every 30 days	Issue log update
3	Quarterly Review	Ops + Channel Team	Every 90 days	Summary report
4	Escalation	Ops Manager	As needed	Resolution follow-up
5	Recognition	HR / Ops	Quarterly	Appreciation mail/post

🧾 Key Talking Points for Associates

✅ “Feedback is insight — not a complaint.”

✅ “Always listen fully before suggesting solutions.”

✅ “Document every pattern; data helps prevent bigger problems.”

✅ “Keep vendors updated after their issue is resolved.”

✅ “Celebrate good feedback — it builds motivation.”