🧠 Vendor SLA & Violation Policy Script
Used by: Vendor Management / Operations Team
Purpose:
To clearly explain SLA expectations, common violations, and consequences (credit deductions, holds, or termination) in a polite and professional tone — ensuring vendors understand the policy and corrective steps.
🎯 Objective:
Build accountability among vendors while maintaining professionalism and trust.
Educate vendors on why SLA adherence is critical to maintain active status and continue receiving orders.
🎙️ Call / Chat Training Script
🗣️ 1. When Vendor Says: “Why is my account on hold or my leads reduced?”
Agent Response:
“I checked your account, and it seems your vendor profile was temporarily placed on hold because of multiple SLA violations in the last few days.
Our SLA (Service Level Agreement) ensures every customer gets timely service. When these standards are missed repeatedly, the system automatically limits leads or places a temporary hold.
Once you maintain proper service consistency, we can review and reactivate your account again.”
If vendor asks for specific reason:
“Sure. The system records every SLA breach. In your case, I can see issues like [Delayed Pickup / Order Failed without Proper Reason / No Response to Leads].
Each of these counts as an SLA violation.”
🗣️ 2. When Vendor Says: “What does SLA mean exactly?”
Agent Response:
“SLA stands for Service Level Agreement — it’s the standard performance guideline that every active Cashkr vendor follows.
It includes things like:
• Responding to leads on time
• Completing pickups within the committed window
• Handling payments correctly
• Not marking false failures
• Maintaining customer communication professionally.
Following these ensures customers get a smooth experience and vendors continue to receive regular orders.”
🗣️ 3. When Vendor Says: “I didn’t violate anything. Why am I penalized?”
Agent Response:
“I understand, and I’ll verify that for you.
Our system logs each violation automatically — so if an order was marked failed improperly, delayed pickup, or payout not done within time, it counts as one SLA point.
Once you cross five violations in a week, it automatically escalates to the Ops Manager for review.
Let me check which orders triggered the issue for you so we can identify the exact cause and help you avoid it next time.”
🗣️ 4. When Vendor Says: “What kind of actions are taken after violations?”
Agent Response:
“Depending on the number and type of violations, the actions can differ:
• 1–2 violations: Only a warning and reminder.
• 3–5 violations in a week: Lead flow is reduced.
• 5+ violations in a week: It’s escalated to the Ops Manager — your account may be put on temporary hold or penalty credits deducted.
• Repeated weekly violations: Can lead to permanent deactivation.
The goal is not to penalize but to maintain quality and fairness among all active vendors.”
🗣️ 5. When Vendor Says: “What counts as an SLA violation?”
Agent Response:
“There are a few common SLA violation types:
• Delayed Pickup: Not reaching the customer within the scheduled time.
• Improper Failure: Marking order failed without valid proof.
• Missed Payout: Not paying the customer on the spot or delaying it.
• No Response to Lead: Ignoring or delaying response to assigned orders.
• Fake Status / Not Attempted Pickup: Marking pickup attempted when not visited.
• Unprofessional Behavior: Miscommunication or misconduct with customer.
Each case is reviewed by the team, and verified through call recordings, timestamps, or app logs before marking as an SLA breach.”
🗣️ 6. When Vendor Asks: “Can I get my credits back if I didn’t violate anything?”
Agent Response:
“If it’s verified that the issue was not vendor’s fault, then yes — credits can be reversed.
For example, if a customer cancels suddenly or doesn’t cooperate at pickup, the failure is marked valid and your credits are returned.
But if the failure reason is due to SLA violation — like delay, no response, or incorrect failure reason — the deduction stands as per policy.”
🗣️ 7. When Vendor Asks: “How do I avoid SLA violations?”
Agent Response:
“That’s a great question. You can avoid SLA violations by following a few key points:
• Always respond to new leads immediately.
• Reach the pickup location within the given time window.
• Mark order status correctly after visiting.
• Avoid marking failed unless there’s a genuine issue — and always upload proof (photo or reason).
• Keep communication professional with customers and Cashkr team.
Maintaining these ensures your account stays active and gets higher-priority leads.”
🗣️ 8. When Vendor Asks: “How will I know if I violated SLA?”
Agent Response:
“You’ll receive an in-app notification or WhatsApp update whenever an SLA violation is logged.
It will mention the order ID, reason, and action taken.
You can also check it in your Vendor App → Performance → SLA Summary.
It shows how many violations occurred this week and which ones are pending review.”
🗣️ 9. When Vendor Asks: “Can I appeal against an SLA violation?”
Agent Response:
“Yes, of course. You can share the order ID and your explanation within 24 hours of the violation notice.
Our Ops Manager will review the call logs, timestamps, and customer-side details.
If it’s found valid, we’ll remove the SLA point and reverse the penalty.
We encourage you to appeal if you believe it’s an error — that’s part of our fairness policy.”
🧩 Internal Team Notes (Quick Reference)
|
Violation Type |
Examples |
Standard Action |
|---|---|---|
|
Delayed Pickup |
Missed customer time slot |
1 SLA Point |
|
Improper Failure |
Marked failed without proof |
1 SLA Point |
|
Missed Payout |
Customer not paid on-site |
2 SLA Points |
|
No Response |
Ignored or late response |
1 SLA Point |
|
Unprofessional Conduct |
Rude tone / misbehavior |
3 SLA Points |
|
>5 Violations / Week |
Auto escalation |
Lead Hold / Deactivation |
🧾 Key Phrases to Maintain Tone
✅ “I completely understand, let me check this for you.”
✅ “SLA violations are system-tracked; let’s verify your orders together.”
✅ “Our aim is not to penalize but to help you maintain consistent performance.”
✅ “Once you maintain proper service flow, your account will be reactivated quickly.”
✅ “We appreciate your cooperation in keeping customer experience smooth.”