Vendor Credits, Refunds & Reversals Script

Used by: Vendor Management / Operations Team

Purpose:

To help agents confidently explain how credits, refunds, and reversals work on the Cashkr Vendor App and address vendor questions in a calm, professional, and consistent way.

🎯 Objective:

Maintain transparency with vendors, reduce disputes, and ensure vendors clearly understand when and how their credits or wallet amounts are deducted, reversed, or refunded.

🎙️ Call / Chat Training Script

🗣️ 1. When Vendor Says: “My credits got deducted, but the order didn’t happen.”

Agent Response:

“I understand your concern. Let me quickly check this for you.

When an order is unlocked, the credits are deducted instantly — but if that order is later canceled or marked as Failed by Cashkr, your credits are automatically reversed within 24 hours.

You’ll get a notification once the reversal is processed and it’ll reflect back in your credit balance.”

If vendor insists further:

“No worries, I’ll escalate this internally to confirm whether the reversal has been triggered. You don’t need to raise a separate request — our system tracks reversals automatically.”

🗣️ 2. When Vendor Says: “I haven’t received my refund yet.”

Agent Response:

“I understand. Refunds are usually processed within 24–48 hours once approved.

Could you please confirm if this is related to a Wallet refund or a Credit reversal?

• Wallet refunds are related to customer payments.

• Credit reversals are related to orders you unlocked.

I’ll check which one is pending and update you with the exact status.”

If confirmed pending:

“Got it. I’ve verified the transaction. The refund has been approved from our side — it’ll reflect in your Wallet shortly. You’ll also get an SMS or in-app notification once it’s updated.”

🗣️ 3. When Vendor Asks: “Why was my credit deducted for this order?”

Agent Response:

“Credits are deducted when you unlock an order. That amount acts as a commission to access customer details and take the pickup.

If the order is completed successfully, the deduction stays as normal.

But if the order fails or is canceled by Cashkr, your credits are reversed automatically within 24 hours.”

If vendor argues it was not their fault:

“I understand. Let’s check the failure reason together.

If the failure was on the customer side or canceled by Cashkr, reversal will be done.

But if it failed due to vendor-side cancellation or an SLA violation, then credits are not refundable as per policy.”

🗣️ 4. When Vendor Says: “My credits were deducted twice!”

Agent Response:

“That shouldn’t happen normally. Let me double-check both transactions for you.

Sometimes, due to a sync delay, the same order might show two deductions temporarily — but don’t worry, any duplicate deduction is automatically reversed within 24 hours after verification.”

If vendor asks for proof:

“Sure, I can share the transaction reference IDs or screenshots from the backend once I verify it. Your extra credits will be reversed right after validation.”

🗣️ 5. When Vendor Asks: “How do I check my refund or reversal status?”

Agent Response:

“You can check it anytime inside your Vendor App.

Just go to ‘Transactions’ → ‘Refunds & Reversals’.

You’ll see the date, order ID, model name, amount, and status of each entry.

Here’s how it works:

• When a credit is deducted for unlocking an order, it shows as ‘– (minus)’ amount.

• If you successfully complete that order, no reversal appears — it means it’s settled.

• If the order fails and is accepted by Cashkr, you’ll see a ‘+ (plus)’ amount below the earlier deduction.

• The status will show as ‘Failed Approved’ when reversal is processed.

• If the failure is rejected due to SLA violation or vendor-side issue, no reversal will appear — only ‘Rejected’ status is shown.”

If vendor says they can’t see it clearly:

“No problem, I can check it from my side and confirm the same entries for you.

You can also refresh the app or re-login if it’s not loading correctly.”

🗣️ 6. When Vendor Says: “My Wallet balance is showing less even after refund.”

Agent Response:

“That could be due to an ongoing or completed order payment.

The Wallet updates instantly whenever you make a payout to a customer or unlock a new order.

I can check the breakdown for you — refund received, payments made, and Wallet deductions — so you can match it with your transaction history.”

🗣️ 7. When Vendor Asks: “Can I transfer my Wallet balance back to my bank?”

Agent Response:

“Currently, Wallet balance can only be used for customer payouts and order-related transactions within the Cashkr app.

It’s not withdrawable directly.

However, if you ever decide to close your vendor account, we’ll process a final settlement to your registered bank account.”

🗣️ 8. When Vendor Says: “I got a refund message, but the balance isn’t showing.”

Agent Response:

“That usually happens if the app hasn’t refreshed yet.

Please try refreshing your dashboard or log out and log back in.

If it still doesn’t reflect, I’ll verify the backend posting time and confirm once it’s updated.”

🧩 Internal Team Notes (Quick Reference)

Scenario	What to Verify	Action
Order canceled by Cashkr	Credit Reversal	Auto within 24 hrs
Customer Refund	Wallet Refund	Within 48 hrs
Duplicate deduction	Validate in Admin Panel	Reverse immediately
Vendor-side cancellation / SLA fail	No refund	Communicate policy politely
Refund not reflected in Wallet	Check in DB	Escalate to Finance if >48 hrs

🧾 Key Phrases to Remember (for Tone Consistency)

✅ “I completely understand your concern.”

✅ “Let me quickly verify this from my end.”

✅ “You don’t need to raise a request — our system automatically tracks and reverses it.”

✅ “Once approved, it reflects within 24–48 hours.”

✅ “We’ll make sure this is resolved smoothly for you.”