Store Vendor Reporting & SLA Compliance Script

Used by: Store Partnership / Channel Expansion Team

Purpose:

To train Onboarding Associates on how to guide new B2Ch (Store) Vendors in maintaining daily reporting hygiene, following SLA commitments, and keeping performance transparent inside the Cashkr Vendor App.

🎯 Objective

To help onboarding associates clearly explain:

Daily reporting and reconciliation steps
SLA expectations for store coverage, inspection, and collections
How performance is monitored and scored inside the app
What actions are triggered for missed or delayed compliance

🎙️ Internal Training Script for Onboarding Associates

🗣️ 1. Purpose of Reporting & SLA Tracking

“In the B2Ch model, vendors operate directly inside partner stores — so every transaction is time-stamped and monitored for reliability.

Reporting and SLA adherence are what separate Cashkr’s service network from unorganized buyers.

Associates must ensure vendors know their daily routine:

1️⃣ Start the day with app login and Wallet check.

2️⃣ Serve customers promptly.

3️⃣ Close all orders same-day.

4️⃣ End the day with collection and report submission.”

🗣️ 2. Daily Reporting Routine

“Each vendor must complete a quick 3-step report every evening before logging out.”

Daily Report Includes:

• Total orders handled (today)

• Completed & collected devices count

• Pending voucher redemptions

• Wallet balance status

The vendor updates this through the ‘End-of-Day Summary’ screen in the Vendor App.

Cashkr Ops Team reviews these automatically.”

🗣️ 3. SLA Timelines Defined

“SLA (Service Level Agreement) for Store Vendors is stricter than for home pickups:

• Order Processing SLA: Every customer interaction (inspection → payment) must finish within 20 minutes of starting a session.

• End-of-Day SLA: All paid devices must be collected from stores before closing hours.

• Payment SLA: No payment should remain pending after order completion in app.

• Report SLA: End-of-Day Summary must be submitted by 7:30 PM.

Non-compliance to any SLA is auto-flagged in the vendor’s performance dashboard.”

🗣️ 4. Performance Dashboard in the App

“Every vendor has a built-in Performance Dashboard under the ‘Reports’ tab.

It shows daily and weekly metrics such as:

• Total Orders Completed

• Average Handling Time

• SLA Score (%)

• Wallet Health Status

• Customer Experience Rating (⭐)

Associates must teach vendors to monitor these numbers themselves. High SLA scores improve future store allocation priority.”

🗣️ 5. How SLA Scores Are Calculated

“SLA = Timeliness + Completeness + Accuracy.”

Component	Weight	Example
Order Closure on Same Day	40 %	All orders updated by store close
Payment on Time	30 %	Instant transfer or voucher issuance
End-of-Day Reporting	20 %	Report submitted by 7:30 PM
Professional Conduct & Customer Feedback	10 %	No complaints or violations

“Overall SLA below 80 % for two consecutive weeks triggers a performance review.”

🗣️ 6. Escalation & Penalty Process

“If a vendor misses multiple SLAs or fails to report devices:

• 1st Instance: Verbal warning + reminder through support ticket.

• 2nd Instance: Wallet hold and temporary pause on new orders.

• 3rd Instance: Vendor placed on ‘Hold’ status until Ops Manager review.

Persistent violations lead to de-allocation from store clusters.”

🗣️ 7. End-of-Day Checklist for Associates to Train

“Ensure vendors follow this daily routine:

✅ Login before store opening.

✅ Check Wallet balance sufficiency.

✅ Keep ID scanner ready for customer verification.

✅ Close every order in app before next customer.

✅ Submit End-of-Day Summary and collect all devices.

✅ Logout only after confirmation that no pending payment exists.”

🗣️ 8. Ops Team Monitoring & Support

“Cashkr’s Ops Dashboard tracks every vendor’s daily report, collection status, and Wallet health.

Associates should assure vendors that support is available if they face technical issues or delays — but repeated negligence will affect allocations.”

🗣️ 9. Recognition for Good Performance

“Vendors with 90 % + SLA scores for four weeks receive extra benefits:

• Priority store mapping

• Monthly incentive bonus

• Feature in Cashkr internal leaderboard

Associates should motivate vendors to view SLA not as a penalty but as a growth metric.”

🧩 Internal Team Notes (Quick Reference)

Stage	Vendor Responsibility	Verification by Ops	Action on Failure
Daily Reporting	Submit summary by 7:30 PM	App auto-flag	Warning
Collection	All devices same day	Store handover logs	Hold if missed
Payment	Instant Wallet transfer	Transaction ID audit	Escalate to Ops
SLA Score	Maintain > 80 %	Weekly review	Pause allocation

🧾 Key Phrases Associates Must Reinforce

✅ “All orders must be closed same day — no carry forwards.”

✅ “Wallet balance = service readiness.”

✅ “Daily reporting is non-negotiable; it’s how you stay visible in the system.”

✅ “High SLA means more orders and better incentives.”

✅ “Transparency and punctuality protect both the vendor and Cashkr.”