Vendor Hold / Deactivation Script

Used by: Vendor Management / Operations Team

Purpose:

To guide team members on how to inform vendors about Hold or Deactivation actions on their account, explain reasons, and ensure clear communication on what needs to be done for reactivation or closure.

🎯 Objective:

Maintain transparency and professionalism while taking disciplinary actions.
Ensure vendors understand why the action happened and what they can do next.
Reduce frustration, confusion, or escalation from vendors.

🎙️ Call / Chat Training Script

🗣️ 1. When Vendor Asks: “Why can’t I receive any orders suddenly?”

Agent Response:

“I understand your concern.

Your account is currently on Hold, which means it’s temporarily paused from receiving new orders.

This can happen for reasons like SLA violations, inactivity, repeated customer complaints, or pending document issues.

It’s not permanent — once the issue is reviewed and resolved, we can reactivate your account.”

🗣️ 2. When Vendor Says: “Why was my account put on Hold?”

Agent Response:

“The Hold was applied due to repeated SLA or performance-related issues recorded over the last few days.

Our system automatically tracks these, and when there are multiple violations, your profile goes on temporary hold for review.

Once you maintain proper performance consistency and we confirm that all service issues are cleared, we’ll reactivate your account immediately.”

If specific issue is known:

“In your case, it was mainly because of [Delayed pickups / Improper failures / Missed payouts / No response to orders].

These were flagged under SLA breaches, which triggered the Hold.”

🗣️ 3. When Vendor Asks: “What does Deactivation mean? Is it permanent?”

Agent Response:

“Deactivation means your vendor profile has been permanently disabled from receiving or processing orders on Cashkr.

This usually happens only after repeated violations, fraud-related activity, or non-compliance even after multiple warnings.

Once deactivated, you cannot unlock new orders or use the Wallet/Credit system, unless approved again by the senior team after review.”

🗣️ 4. When Vendor Says: “I didn’t get any warning before Hold or Deactivation.”

Agent Response:

“I understand. We always try to communicate in advance through WhatsApp or in-app notifications.

Sometimes, if the violations happen back-to-back or involve serious issues (like false pickup, fraud, or unprofessional conduct), the system triggers the Hold immediately for safety reasons.

However, I can share the exact reason and the date when the flag was raised on your account.”

🗣️ 5. When Vendor Says: “This is unfair — I want my account reactivated.”

Agent Response:

“I completely understand your concern, and I’ll help you with that.

Reactivation is possible once the reason for Hold or Deactivation is cleared.

I’ll raise a review request for your account and share it with the Ops Manager.

If approved, your account can be reactivated within 24–48 hours.

You’ll also receive a message once your account is active again.”

🗣️ 6. When Vendor Asks: “Can I know the exact reason for my deactivation?”

Agent Response:

“Yes, of course.

The system logs every reason for such actions. In your case, the deactivation reason was [mention reason: repeated SLA violations / misuse of credits / fake failures / fraud suspicion / unresponsive account / misconduct].

This was verified by the operations team before applying the final deactivation.”

🗣️ 7. When Vendor Says: “I want to work again — what can I do?”

Agent Response:

“That’s good to hear. We value vendors who want to improve performance.

If you want to get reactivated, please share a short confirmation that you’ll maintain SLA standards and complete orders as per policy.

Once that’s submitted, I’ll forward your request to the Ops Manager.

If approved, your account will be reactivated within the next 1–2 working days.”

🗣️ 8. When Vendor Asks: “Will I lose my Wallet or Credits after deactivation?”

Agent Response:

“No, your Wallet and Credit balances remain safe in your account.

If the account stays deactivated permanently, we’ll process a final settlement to return any Wallet balance to your registered bank account.

But while your account is on Hold, you can’t use Wallet or unlock new orders until reactivation.”

🗣️ 9. When Vendor Says: “Can I know how many violations I have?”

Agent Response:

“Yes, you can view your SLA summary anytime in your Vendor App.

Go to Performance → SLA Summary.

It shows the number of warnings, total violations, and your weekly record.

You can also ask me to send you the report — I can share the violation log directly from the Admin Panel.”

🗣️ 10. When Vendor Says: “How can I avoid my account going on Hold again?”

Agent Response:

“Here are a few things that help avoid future Holds:

• Always respond to new leads within minutes.

• Avoid marking orders failed without reason.

• Reach pickup location within the committed time window.

• Complete payouts on the spot after inspection.

• Communicate politely with customers and our team.

Maintaining consistent service and communication will keep your profile active and preferred for future leads.”

🧩 Internal Team Notes (Quick Reference)

Action	Trigger	Approval Needed	Duration
Hold (Temporary)	3–5 SLA violations / inactivity / unresponsive vendor	Ops Manager	24–72 hrs
Deactivation (Permanent)	Fraud, repeated violations, misconduct	CEO + Ops Head	Permanent
Reactivation	Vendor appeal & review passed	Ops Manager	24–48 hrs post approval

🧾 Key Tone Phrases

✅ “I completely understand your concern.”

✅ “This is a temporary pause; we’ll review it together.”

✅ “Once you maintain consistency, your leads will resume normally.”

✅ “We truly value your partnership and want you back on track soon.”

✅ “I’ll raise your reactivation request immediately after this call.”