Store Vendor SLA & Violation Policy Script
Used by: Store Partnerships / Vendor Management Team
Purpose:
To train internal teams on how to explain and enforce SLA (Service Level Agreement) rules for B2Ch store vendors — including timeliness, compliance, and behavior expectations.
🎯 Objective
To help the Vendor Management & Store Partnership Teams:
-
Define clear SLA expectations for store-based vendors
-
Identify and classify SLA violations
-
Follow a consistent communication and penalty structure
-
Maintain vendor discipline while ensuring fair review
🎙️ Internal Training Script for Vendor Managers
🗣️ 1. What is SLA in the B2Ch (Store Vendor) Model?
“SLA stands for Service Level Agreement, which defines the expected performance and behavioral standards every active store vendor must follow.
These standards ensure that all stores receive smooth service, timely collections, and accurate payouts — maintaining brand trust and operational quality.”
🗣️ 2. Store Vendor SLA Components
|
SLA Category |
Definition |
Example of Violation |
|---|---|---|
|
⏰ Timeliness |
Orders must be created, verified, and completed within the same working day. |
Device inspection delayed beyond 30 mins. |
|
💳 Payment Compliance |
Customer must receive payout or voucher immediately after ID verification. |
Payment pending for more than 15 mins. |
|
📦 Collection SLA |
All devices must be collected from store before closing. |
Paid orders not collected the same day. |
|
🧾 Reporting SLA |
End-of-Day report submission via app by 7:30 PM. |
No summary submitted. |
|
🤝 Behavioral SLA |
Maintain professionalism and proper communication at store. |
Argument with store staff or customers. |
🗣️ 3. How SLA Is Monitored
“All SLAs are tracked automatically through the Vendor App and the Ops Dashboard.
-
Order timestamps track pickup and payment speed.
-
App sync ensures collection and reporting completion.
-
Customer/store complaints are verified through call logs or photos.
Every SLA metric generates a daily compliance score visible in the vendor’s dashboard.”
🗣️ 4. SLA Score Breakdown
|
Component |
Weightage |
Description |
|---|---|---|
|
Order Completion (same day) |
40% |
Must close all orders before store closing |
|
Payment Timeliness |
30% |
Instant transfer or voucher issue |
|
Reporting Accuracy |
20% |
End-of-day summary submission |
|
Professional Conduct |
10% |
No complaints or policy breaches |
“If overall SLA score falls below 80%, a vendor enters the Observation List.”
🗣️ 5. Common SLA Violations
|
Violation Type |
Description |
Severity |
|---|---|---|
|
⏱️ Delayed Order Processing |
Orders left incomplete beyond same-day deadline |
Medium |
|
💰 Payment Delay |
Wallet payment or voucher not issued on time |
High |
|
📦 Missed Collection |
Device left uncollected overnight |
High |
|
📋 No Daily Report |
Missed End-of-Day summary |
Medium |
|
🗣️ Misbehavior |
Rude or unprofessional tone with store/customer |
High |
|
🔁 App Manipulation |
Fake order marking, manual pricing misuse |
Critical |
🗣️ 6. Violation Escalation & Action Policy
|
Step |
Description |
Action |
|---|---|---|
|
1️⃣ First Violation |
Verbal warning & note in log |
Friendly reminder via call or app notification |
|
2️⃣ Second Violation |
Written warning |
SLA warning slip sent via email/Slack |
|
3️⃣ Third Violation (within 7 days) |
Temporary Hold |
Vendor paused for 24–48 hrs |
|
4️⃣ Repeated (5+ weekly) |
Ops Escalation |
Report to Ops Manager for review |
|
5️⃣ Severe (fraud, abuse, or manipulation) |
Immediate Suspension |
Direct deactivation and audit review |
“All actions must be logged under the Vendor SLA Tracker Sheet with timestamp and violation type.”
🗣️ 7. Communication Template (Internal Use)
When notifying a vendor of an SLA violation:
“Hi [Vendor Name],
During today’s review, we noticed a delay/missed action on order [Order ID].
As per SLA policy, this is marked as a [Violation Type]. Please ensure compliance in future.
Repeated issues may lead to Hold status or performance review.
Regards,
Cashkr Ops Team.”
🗣️ 8. Appeal or Clarification Flow
“Vendors can appeal a violation within 24 hours by submitting clarification or proof (screenshot, call log, etc.).
The Vendor Management Team reviews it with the Ops Manager.
If valid, violation is marked ‘Cleared’ and no penalty applies.
Otherwise, it remains recorded for SLA history tracking.”
🗣️ 9. Importance of SLA Enforcement
“Strict SLA enforcement ensures:
• Customers always receive timely service.
• Stores maintain trust in Cashkr vendors.
• Vendor performance remains measurable.
• Fraud and delays are minimized.
It’s not just about punishment — it’s about standardizing quality.”
🗣️ 10. Internal Reminder for Vendor Managers
|
Task |
Frequency |
Owner |
|---|---|---|
|
SLA Score Review |
Daily |
Vendor Manager |
|
Violation Log Update |
Real-time |
Ops Associate |
|
Hold Review |
Weekly |
Ops Manager |
|
Policy Audit |
Monthly |
Compliance Team |
🧾 Key Talking Points for Vendor Management Team
✅ “SLA = Timeliness + Compliance + Conduct.”
✅ “All metrics are automatically tracked — manual excuses aren’t accepted.”
✅ “Vendors must stay above 80% SLA weekly to remain active.”
✅ “Repeated violations trigger Hold, not instant removal — fairness first.”
✅ “Communication with vendors must remain professional, never confrontational.”