Vendor Credits, Refunds & Reversals Explanation

Team: Vendor Operations / Vendor Support

When Used:

During onboarding (to explain how credits work), and
When vendors contact support regarding deductions, reversals, or refunds.

Goal: Make vendors clearly understand the credit system — what credits are, when they’re deducted, and when they’re refunded.

Tone: Calm, transparent, and firm (since this involves money).

🗣️ English Version (Official Script)

👋 Opening:

“Hi [Vendor Name], this is [Your Name] from Cashkr. I’ll quickly explain how your credits work and when refunds or reversals happen.”

💡 Step 1 – What Are Credits?

“Credits are the commission you pay to Cashkr for accessing verified customer leads.

Whenever you unlock an order, a small number of credits are deducted from your account.

These credits are non-refundable once the order is completed successfully — because that customer was exclusively provided to you.”

🔓 Step 2 – When Are Credits Deducted?

“Credits are deducted only once you unlock an order.

That means:

Viewing orders is free.
But to see full customer details (name, phone number, address), you need to unlock it using credits.”

🔁 Step 3 – When Are Credits Refunded?

“Credits are refunded only if an order couldn’t be completed due to a valid and verified reason — such as:

Customer not reachable (after multiple attempts)
Wrong model or fake listing
Locked or damaged device not matching the description
Pickup cancelled by customer

In such cases, you must mark the order as ‘To Be Failed’ in your app with the correct reason.

Our team will verify it and, if valid, credits will be reversed automatically within 24–48 hours.”

🚫 Step 4 – When Credits Are NOT Refunded

“To avoid confusion — here are cases where credits are not refundable:

If vendor delays contacting the customer
If pickup is cancelled because of vendor’s unavailability
If vendor misbehaves or customer complains
If incorrect reason is given for ‘To Be Failed’
If vendor or their agent violates SLA rules”

🧾 Step 5 – How to Check Your Credit Reversals

“You can check all your credit activity in Transaction History inside the side menu.

Every unlock, refund, or deduction is listed there clearly — with order ID, date, and status.”

🪙 Step 6 – Example (For Clarity)

“Let’s say you unlock an order using 20 credits.

If the pickup happens successfully — credits remain deducted.

If the order is cancelled by the customer or found invalid — and you mark ‘To Be Failed’ correctly — credits will be reversed after our verification.”

🧠 Step 7 – Tip for Vendors

“Try to confirm pickup within 1–2 hours of unlocking.

The faster you act, the lower the chance of loss or failed orders.”

✅ Closing:

“[Vendor Name], the credit system ensures only serious vendors work on verified customers.

Keep your communication quick and transparent — that way, your credits will always work in your favor.”

🗣️ Hinglish Version (For Real Conversations)

“Hello [Vendor Name], main [Your Name] bol raha/rahi hoon Cashkr se.

Main aapko batata hoon credits ka system kaise kaam karta hai.”

Step 1 – Credits kya hain:

“Credits basically commission hai jo aap Cashkr ko dete ho har unlock ke liye.

Order unlock karte hi thoda credit deduct hota hai — aur wo order sirf aapka ho jaata hai.”

Step 2 – Deduction kab hoti hai:

“Credits tabhi deduct hote hain jab aap order unlock karte ho.

Sirf dekhne ke liye koi charge nahi lagta.”

Step 3 – Refund kab milta hai:

“Agar order genuine reason se complete nahi hua — jaise customer unavailable, galat model, ya cancel ho gaya — toh aapko refund milta hai.

Bas order ko ‘To Be Failed’ mark karo aur reason likho. Verification ke baad credits wapas mil jaate hain 24–48 hours me.”

Step 4 – Refund kab nahi milta:

“Agar delay aapki taraf se hua, ya aapne galat reason diya, ya customer ne complaint ki — toh refund nahi milta.”

Step 5 – Check kaise kare:

“Transaction History me jaake aap saare credit unlock aur refund dekh sakte ho — har order ID ke sath likha hota hai.”

Closing:

“Jitni jaldi aap customers se contact karoge, utna profit aur kam loss hoga. Credits aapke business ka fuel hain — use smartly.”

✅ Internal Notes for Cashkr Team:

Use this during onboarding + for any vendor refund disputes.
Send them a Credit Policy PDF after the call.
Mark status: Credit Policy Explained.
If dispute persists → escalate to Ops Head for manual review.