Vendor Hold & Deactivation Process

Purpose: Ensure vendor quality, safety, SLA compliance, and protect customer experience & company reputation.

1. Purpose of This Module

The Vendor Hold & Deactivation Process helps Cashkr:

✔ Maintain service quality
✔ Prevent fraud
✔ Protect customer safety
✔ Improve SLA compliance
✔ Maintain a strong vendor network
✔ Handle repeat offenders with discipline
✔ Keep operations clean & trustworthy

This SOP provides clear guidelines for when a vendor should be:

Put on HOLD (temporarily paused)
Deactivated (permanently removed)

2. Types of Vendor Statuses

Status	Meaning
Active	Vendor can freely accept/unlock orders
Hold	Vendor is temporarily restricted from accepting orders
Deactivated	Vendor is permanently blocked and cannot return unless specially approved

3. Who Can Place Vendors on Hold/Deactivation?

A. Vendor Ops Team

Primary owners of vendor discipline.

B. Operations Manager

Confirms operational issues & SLA violations.

C. Vendor Ops Manager

Final approval for HOLD actions.

D. Management (CEO/Director)

Final approval for Deactivation cases.

CX Team may recommend vendor hold but cannot take action themselves.

4. Reasons to Place a Vendor on HOLD

A vendor should be placed on HOLD when issues are moderate but fixable.

A. SLA Violations (Repeated)

Late pickups
No-call after assignment
Consistent delays
High cancellation ratio

(5+ SLA violations/week = automatic HOLD)

B. Behaviour Issues

Rude to customers
Non-cooperative
Unprofessional conduct
Miscommunication with Ops/CX

C. Wrong Inspection / Improper Failures

Incorrect condition assessment
Marking wrong failure reasons
Trying to lower price intentionally

D. Payment Delays (Minor)

Taking too long to complete OTP payment
Customer complaints about slow payment

E. Low Wallet or Low Credit Issues

Vendor repeatedly tries to unlock without credits or money → HOLD until resolved.

F. Operational Issues

Not available in their promised area
Not answering calls repeatedly
Not completing committed pickups

5. Reasons for Permanent Deactivation

This is used for serious violations or repeat offences.

A. Fraud / Manipulation

Instant Deactivation.
Examples:

Fake UPI screenshot
Editing payment receipt
False battery health claims
Intentional device misreporting
Attempt to manipulate customer OTP

B. Customer Harassment / Safety Issue

Any inappropriate behavior → Safe company policy = immediate block.

C. Payment Scam / Theft

Vendor leaves without paying customer → Immediate Deactivation.

D. Multiple Repeated SLA Violations

If vendor violates SLAs for 3+ consecutive weeks, despite training.

E. Vendor Abandoning Orders

Repeatedly accepting & not completing → Deactivate.

F. Vendor Selling Customer Data / Misuse

Zero tolerance → Permanent ban.

6. Step-by-Step: How to Place Vendor on HOLD

Step 1 — Identify Vendor Issue

CX/Ops/Vendor Ops logs:

Order ID
Issue type
Proof (audio/screenshot)

Step 2 — Vendor Ops Reviews

Vendor Ops checks:

SLA reports
Vendor history
Past violations

Step 3 — Click HOLD in Admin Panel

Path:
Admin Panel → Vendors → Vendor Profile → HOLD Vendor

Fields required:

Reason for HOLD (mandatory)
Internal notes
Date/time

Step 4 — Vendor Notification (optional)

Send message via WhatsApp/SMS:

“Your account is temporarily on hold due to operational issues. Vendor Ops will contact you.”

Step 5 — Vendor Training Call

Vendor Ops must call vendor to:

Explain the issue
Provide guidance
Set expectations

Vendor stays on hold until reactivated.

7. Step-by-Step: How to DEACTIVATE Vendor

Step 1 — Gather Evidence

Required:

Screenshots
UPI proof (if fraud)
Customer complaint
SLA logs
Audio recordings

Step 2 — Vendor Ops Manager Review

Vendor Ops Manager verifies severity.

Step 3 — Management Approval

CEO/Director must approve deactivation.

Step 4 — Admin Panel Action

Path:
Admin Panel → Vendors → Vendor Profile → DEACTIVATE Vendor

Fields required:

Reason
Internal notes
Evidence attached (mandatory)

Step 5 — Add to Fraud/Blacklist Registry

Vendor is permanently recorded for audit.

8. Re-Activation Rules

Vendor on HOLD

May be reactivated when:

Vendor completes training
Wallet/Credits issue resolved
SLA performance improves
Ops/Vendor Ops approves

Deactivated Vendor

Cannot be reactivated unless:

Management gives special approval
Fraud investigation cleared
Vendor retrained thoroughly
Compliance check passed

In general → Deactivation = Permanent ban.

9. BD Team Responsibilities in Hold/Deactivation Cases

BD Team uses vendor data to:

Identify coverage gaps from held/deactivated vendors
Suggest onboarding of new vendors
Highlight areas where vendor shortages affect SLA
Track impact on city performance
Coordinate with Vendor Ops to refill vendor supply

BD team does NOT place vendors on hold but ensures availability after disciplinary actions.

10. Customer Experience Protocol During Vendor Issues

When a vendor is held or deactivated:

CX must:

Apologize to customer
Explain vendor reassignment
Immediately assign a new vendor through Ops
Follow up until order completion

Customer should never feel the impact of vendor issues.

11. Internal Documentation Requirements

Every HOLD/DEACTIVATION must include:

Detailed reason
Supporting evidence
Date/time of action
Who approved it
SLA count (if applicable)
Order IDs associated

If documentation is missing → action is invalid.

12. One-Page Quick Summary (Training Card)

When to HOLD Vendor:

SLA delays
Wrong failure
Payment delay
Behaviour issues
Low wallet/credits
Unreachable

When to DEACTIVATE Vendor:

Fraud
Payment scam
Customer harassment
Multiple SLA violations
Fake screenshots
Safety issues

Teams:

Vendor Ops: Executes
Ops: Confirms issue
CX: Reports issues
BD: Ensures coverage replacement
Management: Approves deactivation