Store Vendor Hold / Deactivation Script

Used by: Store Partnerships / Vendor Management Team

Purpose:

To define when and how a Store Vendor should be placed on Hold or Deactivated status — including reasons, actions, communication format, and process flow.

 

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🎯 Objective

To ensure:

• Consistent, fair, and transparent action on vendor compliance issues.

• Correct distinction between temporary Hold and permanent Deactivation.

• Smooth communication to vendors without conflict or confusion.

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🎙️ Internal Training Script for Vendor Managers

 

🗣️ 1. Understanding the Two Actions

 

Action	Meaning	Impact
⚠️ Hold	Temporary pause on vendor activity	Vendor cannot create or complete new orders; existing store orders remain visible
⛔ Deactivation	Permanent removal from the store vendor network	All app access revoked, Wallet/Credit settled, and account closed

“A Hold is for correction.

A Deactivation is for closure.”

 

🗣️ 2. Reasons for Placing a Vendor on Hold

 

Category	Example	Action
⏱️ SLA Breach	Repeated delay in order completion or device collection	24–72 hr Hold
🗣️ Unprofessional Behavior	Rude conduct with store or customer	Immediate Hold
💼 Low Activity	No store orders handled for 7+ days	Soft Hold until confirmed active
💳 Wallet/Credit Default	Daily credit settlement not completed	Hold until dues cleared
🧾 Missing Reports	3+ days of skipped daily reporting	Hold until reporting resumed
🔍 Ongoing Dispute / Audit	Refund or reversal under investigation	Hold until issue resolved

 

🗣️ 3. Hold Process Flow

 

Step	Action	Owner
1️⃣ Violation Detected	SLA, Ops, or Store feedback triggers flag	Vendor Management Team
2️⃣ Verification	Confirm issue from system logs or store records	Ops Associate
3️⃣ Approval	Ops Manager authorizes Hold	Ops Manager
4️⃣ Status Change	Vendor set to Hold in Admin Panel	Vendor Management
5️⃣ Communication	Vendor informed officially	Vendor Support Team

 

🗣️ 4. Communication Template — 

Hold Notice

 

Subject: Temporary Hold on Your Cashkr Vendor Account

Hi [Vendor Name],

Your account has been temporarily placed on Hold due to [Reason – e.g., missed SLA compliance or pending daily credit settlement].

During this Hold period:

• You will not be able to create or complete new store orders.

• Ongoing orders remain visible for reconciliation.

Once the issue is reviewed and resolved, your account may be reactivated.

Please reply confirming when the pending requirement is completed.

— Cashkr Vendor Management Team

 

🗣️ 5. Hold Duration & Reactivation

 

Issue Type	Typical Hold Duration	Reactivation Trigger
SLA Breach / Delay	48–72 hrs	After 3 days of compliance review
Credit Default	Until dues cleared	Once daily payment completed
Reporting Gaps	48 hrs	After daily summaries resumed
Audit / Fraud Review	Until audit complete	After Ops Manager approval

“Once Hold is cleared, vendor must log out and log in again to restore access.”

 

🗣️ 6. Reasons for Permanent Deactivation

 

Category	Description	Severity
🚫 Fraudulent Activity	Fake order marking, fake ID, duplicate payment claims	Critical
🗣️ Repeated Misconduct	3+ complaints from store or customer	High
💰 Credit or Payment Default	Failure to settle daily credits repeatedly	High
🔄 Repeated SLA Failures	SLA below 70% for 3 consecutive weeks	Medium
🧾 Policy Violation	Breach of contract terms or data misuse	High
💤 Inactive > 30 Days	Vendor inactive without intimation	Low

“Permanent deactivation is used only when the vendor cannot be trusted for reinstatement or refuses to comply.”

 

🗣️ 7. Deactivation Process Flow

 

Step	Action	Owner
1️⃣ Record Review	Verify vendor history, violations, dues	Vendor Manager
2️⃣ Final Approval	Confirm by Ops Head	Ops Head
3️⃣ Settlement	Wallet + Credits reconciled and closed	Finance
4️⃣ Deactivate Account	Remove access in Admin Panel	Vendor Management
5️⃣ Inform Vendor	Send final closure email	Vendor Support

 

🗣️ 8. Communication Template — 

Deactivation Notice

 

Subject: Account Deactivation Notice – Cashkr Store Vendor Program

Hi [Vendor Name],

After repeated review and non-compliance with Cashkr’s vendor policies, your account has been deactivated permanently.

Reason: [Specify issue clearly — e.g., repeated SLA breach, unprofessional behavior, or unpaid dues].

Your Wallet and Credit balance (if any) will be settled as per policy within 5 business days.

You will no longer have access to the Cashkr Vendor App or related systems.

Thank you for your past service.

— Cashkr Vendor Management Team

 

🗣️ 9. Reinstatement Rules

 

“Once deactivated, reactivation is not guaranteed.

Vendors removed for performance or inactivity can reapply after 30 days through a new onboarding review.

Vendors deactivated for fraud, misconduct, or unpaid dues are permanently blacklisted.”

 

🗣️ 10. Reporting & Documentation

 

Task	Frequency	Owner
Hold / Deactivation Log	Real-time	Vendor Management
Weekly Status Summary	Weekly	Ops Associate
Pending Review List	Daily	Ops Manager
Audit of Actions	Monthly	Compliance

“Every Hold or Deactivation must include:

• Vendor Name & ID

• Reason Category

• Supporting Proof

• Action Date & Approver Name”

 

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🧩 Quick Reference Summary

 

Type	Trigger	Duration	Access	Reactivation
⚠️ Hold	Temporary issues (SLA, pending dues, missing reports)	24–72 hrs	Limited	Allowed after review
⛔ Deactivation	Repeated or serious violations	Permanent	Blocked	Not allowed (except inactive vendors)

 

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🧾 Key Talking Points for Vendor Managers

 

✅ “Hold = temporary pause, not punishment.”

✅ “All Hold/Deactivate actions must be logged and approved.”

✅ “Communication tone must stay factual and professional.”

✅ “No manual settlements during Hold or Deactivation.”

✅ “Deactivation is final only after financial clearance.”