Vendor Deactivation & Hold Flow

For Cashkr Ops, Vendor Management, CX, and Support Teams

1. Purpose of This SOP

To define:

When a vendor should be put on Hold
When a vendor must be Deactivated (blocked)
How Ops should review cases
How to communicate decisions
How reactivation works
What actions trigger permanent removal

This ensures quality control, fraud prevention, SLA compliance, and customer safety.

2. Key Definitions

Hold (Temporary Block)

Vendor cannot unlock new orders but can complete existing ones.
Used for moderate violations or when training is needed.

Deactivation (Permanent Block)

Vendor is removed from Cashkr system.
Used for severe misconduct, fraud, or repeated violations.

3. Reasons for Putting a Vendor on HOLD

Hold is used for correctable issues (NOT fraud).
Common triggers:

A. Performance-Related Holds

More than 5 SLA violations in a week
Frequent delayed pickups
Too many “To Be Failed” orders due to vendor
Low completion rate
Wrong inspection repeatedly
High number of customer complaints

B. Behaviour-Related Holds

Rude behaviour with customer
Argument or aggressive communication
Not following pickup etiquette
Unprofessional conduct during visits
Complaining/abusing Cashkr policies

C. Process Violations

Offline payment attempt (Google Pay/PhonePe/Cash)
Entering OTP without customer permission
Not following app inspection instructions
Not calling customer after unlock

D. Suspicious Activity (But Not Proven Fraud Yet)

Customer reporting discomfort
Vendor marking fake statuses
False “Customer Not Available”
Device discrepancies that require review

In these cases, vendor goes on Hold until Ops completes verification.

4. How HOLD Works (Flow)

Step 1 → Identify Issue

Triggered by:

SLA tracking
Customer complaint
Ops review
Payment irregularities
Audit logs

Step 2 → Ops Team Reviews

Review:

Order timeline
Vendor behaviour
App logs
Call logs
GPS logs
Complaint details

Step 3 → Ops Puts Vendor on HOLD

In Admin Panel → Click HOLD
Vendor immediately stops receiving new orders.

Step 4 → Send Vendor Notification

WhatsApp/SMS:

“Your account has been put on Hold due to SLA/policy violations. Please contact support to complete retraining.”

Step 5 → Mandatory Retraining

Vendor must:

Understand violation
Complete retraining module
Confirm acknowledgement
Improve behaviour

Step 6 → Ops Decides Reactivation

If vendor passes training and issue is resolved → Activate
If not → Extend Hold or escalate to Deactivation

5. Reasons for Permanent DEACTIVATION (Block)

Deactivation = Zero Tolerance violations or repeated holds.

A. Fraud / Criminal Behaviour

🚨 Taking device without payment
🚨 Tampering with device
🚨 Manipulating IMEI numbers
🚨 Faking inspection deliberately
🚨 Forging screenshots or payment proofs
🚨 Attempted theft or scam

Immediate permanent block + potential legal action.

B. Financial Misconduct

🚨 Offline payment intentionally
🚨 Asking customer for extra charges
🚨 Refusing to pay via OTP system
🚨 Taking payment outside Cashkr system

C. Customer Safety Risks

🚨 Threatening customer
🚨 Misbehaving physically
🚨 Harassment or intimidation
🚨 Entering home without permission
🚨 Any unsafe action reported by customer

D. Repeated High Violations

Vendor gets permanently blocked when:

More than 3 Holds in 30 days
More than 10 SLA violations weekly consistently
Poor performance for 4 consecutive weeks
Repeat behaviour issues despite training

6. Deactivation Flow (Step-by-Step)

Step 1 → Major violation flagged

Usually by:

Customer complaint
Ops audit
Payment discrepancy
Safety flags
Fraud detection system

Step 2 → Ops Manager Review

Ops Manager does a high-level investigation:

Check logs
Verify customer reports
Review vendor history
Look for repeated patterns

Step 3 → Decision: Immediate Block

If violation is severe → block instantly
If medium severity → hold + deeper check

Step 4 → Deactivate Vendor

Admin Panel → Click Deactivate
Vendor can no longer access orders or unlock new ones.

Step 5 → Notify Vendor

Message:

“Your Cashkr vendor account has been permanently deactivated due to serious violation of company policy. This decision is final.”

Step 6 → Add to Fraud Database

Vendor flagged to prevent re-onboarding.

7. Reactivation Rules (After HOLD Only)

A vendor can be reactivated ONLY if:

✔ Issue is minor
✔ Vendor completes mandatory training
✔ Vendor accepts mistake and agrees to corrective behaviour
✔ No fraud involved
✔ Ops Manager approves

No reactivation after Deactivation.

8. Approval Hierarchy

Who Can Put Vendor on HOLD?

Ops Associate
Vendor Support Team
Ops Manager

Who Can REMOVE HOLD?

Ops Manager only

Who Can Deactivate Vendor?

Ops Manager + CEO approval
High-severity fraud cases → CEO direct approval

9. Vendor Communication Templates

Hold Notification

“Your Cashkr vendor account has been placed on HOLD due to SLA or behaviour issues. Please contact support to complete the required retraining.”

Pre-Deactivation Warning (If Needed)

“Your performance and behaviour indicate repeated violations. If this continues, your account may be permanently deactivated.”

Deactivation Message

“Your account has been permanently deactivated for serious violation of Cashkr policies. This decision is final.”

10. Internal Notes for Admin Panel

When putting a vendor on Hold or Deactivating, always note:

Violation type
Order ID(s)
Evidence (screenshots, logs, calls)
Explanation
Action taken
Reviewer name
Date & time

Every action must be auditable.

11. Quick Summary (Vendor Training Card)

HOLD = Temporary Pause
→ For moderate violations
→ Requires retraining
→ Can be reactivated if improved

DEACTIVATION = Permanent Block
→ For fraud, threats, offline payments, device theft
→ No reactivation
→ Logged in fraud database

5+ weekly violations → HOLD
Fraud → Immediate Deactivation