Vendor Refund Dispute Resolution Script

Used by: Vendor Management / Operations Team

Purpose:

To handle vendor refund-related disputes calmly, explain valid vs invalid refund cases, and maintain professional communication while ensuring transparency and fairness.

🎯 Objective:

Resolve vendor refund disputes fairly and on time.
Educate vendors about refund eligibility and dispute handling process.
Maintain a respectful and professional tone even when the vendor is upset or frustrated.

🎙️ Call / Chat Training Script

🗣️ 1. When Vendor Says: “My refund was rejected — why?”

Agent Response:

“I completely understand your concern. Let me quickly check your case.

Refunds can be rejected only in specific conditions — mainly when the device fails internal checks, such as being locked, stolen, or having incomplete KYC documentation.

I’ll review your order details right now and confirm which condition applied here.”

After verifying:

“According to the records, the refund for this order was rejected because [mention reason: for example, ‘the device had Find My iPhone enabled’ / ‘the IMEI was reported stolen’ / ‘documents were incomplete’].

These cases are flagged during the return flow process, which is why refunds are not applicable.”

🗣️ 2. When Vendor Says: “But the device was fine when I picked it up.”

Agent Response:

“I understand. In such cases, we rely on the inspection and verification data after the pickup.

If the device was later found to have issues like activation lock, mismatched IMEI, or non-removable accounts, it becomes ineligible for payment or refund under Cashkr’s vendor policy.

These checks are done to ensure only verified devices are accepted, and to protect vendors from future legal or fraud-related risks.”

If vendor insists:

“I can raise this for re-verification once. Our QC team will recheck the order logs and device status.

If everything is clear, we’ll approve your refund immediately.

But if the issue is confirmed again, the refund will stay rejected as per policy.”

🗣️ 3. When Vendor Says: “You deducted my credits, but didn’t give me refund or order.”

Agent Response:

“That usually happens when a refund dispute is pending.

If your credits were deducted and the order was later failed, we review whether the reason qualifies for reversal.

If the failure was due to customer cancellation or Cashkr decision, the credits are reversed.

But if the failure was due to vendor-side reason or SLA violation, the refund or reversal won’t apply.

Let me confirm which category your case falls into.”

🗣️ 4. When Vendor Says: “Why was refund rejected for locked device?”

Agent Response:

“If the device was found locked or with Find My iPhone enabled, it’s considered non-sellable under the policy.

Such devices cannot be accepted or paid out, and therefore the refund is not applicable.

This is a standard rule applied across all vendors to prevent handling devices with active owner locks.”

If vendor claims they unlocked it later:

“Once the pickup is completed and device verification is done, later unlocking unfortunately doesn’t make the order eligible again.

However, for future pickups, please ensure devices are unlocked before marking pickup done — that helps avoid such issues.”

🗣️ 5. When Vendor Says: “The device wasn’t stolen — I checked with customer!”

Agent Response:

“I understand your point.

But when our system or the verification partner flags a device as ‘Reported Stolen’, we must follow the compliance protocol.

These cases are cross-checked with the IMEI blacklist database.

Even if the customer claims otherwise, we can’t release refunds or payments unless the IMEI clears the database.

If you have proof that it’s genuine, you can share that, and we’ll forward it to the QC team for final review.”

🗣️ 6. When Vendor Says: “You rejected refund saying documentation incomplete — what does that mean?”

Agent Response:

“That usually means the required verification documents — like customer ID, signature, or device photos — were not uploaded or mismatched.

When documentation is incomplete, the system can’t verify the transaction, so the refund gets blocked automatically.

Once we receive the missing documents or correct uploads, we can recheck and release the refund if everything matches.”

🗣️ 7. When Vendor Says: “My case was genuine — can I appeal the refund decision?”

Agent Response:

“Yes, you can appeal any refund rejection within 48 hours of receiving the update.

Please share your Order ID, explanation, and any proof (photos, communication, or confirmation from the customer) through WhatsApp or email.

Once you send it, we’ll reopen the case, verify it with the Ops and QC teams, and update you within 2 working days.

If it’s valid, your refund or credits will be processed immediately.”

🗣️ 8. When Vendor Says: “This keeps happening — how can I avoid refund disputes?”

Agent Response:

“That’s a very good question. Here are a few things that help avoid disputes completely:

• Always check if the device is unlocked and Find My iPhone is disabled before pickup.

• Verify IMEI and model before marking pickup done.

• Ensure KYC and photos are properly uploaded.

• Confirm customer details and payments before submission.

Following these steps will make your transactions smooth and avoid refund delays or disputes.”

🗣️ 9. When Vendor Says: “It’s taking too long to resolve my dispute.”

Agent Response:

“I understand how frustrating delays can be.

Normally, refund dispute reviews take 24–48 hours after you submit the details.

Sometimes it takes longer if we’re waiting for confirmation from the verification team or finance department.

Don’t worry, I’ll personally flag this case for priority review so you get your final update at the earliest.”

🧩 Internal Team Notes (Quick Reference)

Dispute Reason	Eligibility	Standard Action
Device Locked / FMI On	Not eligible	Refund rejected
Device Reported Stolen	Not eligible	Refund rejected
Customer Cancelled / Cashkr Cancelled	Eligible	Refund approved
Documentation Missing	Conditional	Review & approve after proof
Vendor Missed Pickup / SLA Breach	Not eligible	Refund rejected
Proof Submitted After Appeal	Eligible	Reopen & review
Duplicate Refund Request	Not eligible	Close case

🧾 Tone & Phrases to Use

✅ “I completely understand your concern.”

✅ “Let’s verify this together.”

✅ “We’ll recheck it once with our QC team to ensure fairness.”

✅ “We appreciate your patience — our goal is to resolve this smoothly.”

✅ “To avoid such issues next time, please ensure all verification steps are complete before pickup.”