TABLE OF CONTENTS


Incorrectly Confirmed - Offer on Site Was X, User Received Y 

A user claims that the Cashback/Rewards received is lower than what was advertised on-site during the time of purchase.
Example: Offer stated 10% Cashback, but the user received only 5%. 


 Possible Root Causes:

  1. Front-End Ops Miss: The updated offer was not reflected on the site in time.

  2. Partner/Network Issue: Tracking panel was not updated by the affiliate partner/network.

  3. Product Card Discrepancy: Incorrect rate was displayed on the product detail card.


Regardless of the reason, if the user is rightfully eligible, we must honor the promised offer.

Action Steps for Agents:

1. Validate the User's Claim:

  • Check the offer on CashKaro or CacheKaro

  • Compare with the user’s transaction date to confirm what was live at that time.

2. Internal Escalation:

  • If the user’s claim is valid, flag the issue in Teams > CRM + F-Ops + Product group.

  • Mention the partner site's name, offer discrepancy, and transaction/order details.

3. Update the User’s Transaction:

  • Go to: Admin > Cashback

  • Locate the transaction using the Order ID or User Email.

  • Click Edit and update the correct Cashback/Rewards as per the promised offer.

4. Add Bonus Compensation:

  • Add Rs 25 or Rs 50 as a goodwill Bonus based on severity and user impact.


✅Canned Response to Use:  


Ticket Closure in Freshdesk:

  • Set Type as: Confirmation
  • Sub-type: Incorrectly Confirmed
  • Status: Resolved
  • Tag: Resolved Immediately


Usertype Mismatch (Manual or via Missing Cashback)

This scenario typically arises when a user raises a missing ticket, and the Cashback is manually added by our team. In such cases, we don’t receive information from the partner site confirming if the user is a 'new' or 'existing' customer. To avoid misclassification, the default approach is to treat the user as 'existing' and apply the applicable rate. However, users sometimes reach out claiming they were eligible for a new user rate.

When such claims are made, it’s important to cross-verify before taking action. A user may genuinely be new, or they might have already availed the new user benefit earlier. We should treat the claim carefully and apply a customer-first lens.

Step-by-Step Resolution Process:

  1. Validate User’s Claim:
    • Check if this is the user's first-ever transaction on this partner site via CashKaro.
    • Review older tickets or transactions to see if a new user rate was applied before.
  2. Update Cashback in Admin(only if user qualifies or as a goodwill gesture):
    • Go to Admin > Cashback.
    • Search for the transaction using the user/order ID.
    • Click on the Edit option.
    • Update the commission as per new user rate.
    • In comments, add: Manually Updated_Usertype Mismatch_Details_Initials.
  3. Update the User via Email:
    • Use the appropriate template based on the findings (shared below).


Usertype Mismatch (Auto Tracked)

Sometimes, users claim they should have received Cashback as a new user, but the transaction was automatically tracked at an existing user rate. This typically means the partner site has recognized them as someone who has transacted with them before. It’s important to note that simply creating a new account does not qualify a user as "new." Partner sites use multiple parameters such as IP address, device ID, saved cookies, and more to determine user status.

However, if the user has genuinely made their first purchase via CashKaro on that retailer, we can choose to honour their claim once as a goodwill gesture. In cases where records show they’ve previously earned new user Cashback from the same partner, they should be respectfully informed.

Step-by-Step Resolution Process:

  1. Check User Transaction History:
    • Go to the user's CashKaro account.
    • Verify if this is their first transaction on the partner site.
    • Check if the user has previously received Cashback under a new user offer for the same site.
  2. Take Decision Based on Findings:
    • If it's their first-ever order on that partner via CashKaro: proceed to update.
    • If they’ve received a new user rate earlier: explain this to the user.
  3. Update Cashback in Admin:
    • Go to Admin > Cashback.
    • Locate the transaction and click Edit.
    • Modify the commission as per the new user rate.
    • Add comment: Manually Updated_Usertype Mismatch_Details_Initials.
  4. Notify the User:
    • Use the suitable email template below.
  5. Ticket Closure in Freshdesk:
    • Type: Confirmation
    • Sub-type: Usertype Mismatch – Auto Track
    • Status: Resolved
    • Tag: Resolved Immediately

✅Canned Response to Use: 



Partially Confirmed Cashback

There are instances where Cashback for a user’s order gets confirmed, but only partially. This often happens if the order was partially cancelled or returned. In such cases, Cashback is confirmed only for the value of products that were successfully delivered and not for the cancelled items. However, if a user believes that the order was delivered in full and still received less Cashback, we must investigate thoroughly.

It’s important to validate the claim using screenshots of the order status and then compute the correct Cashback manually using the calculator tool.


Step-by-Step Resolution Process:

  1. Initial Checks:
    • Log into CacheKaro to review the tracked transaction.
    • Confirm how much Cashback has been confirmed.
    • Review the original offer rates on the transaction date.
  2. Request Evidence from User:
    • Ask the user to share a screenshot of their order history or invoice from the partner site.
    • Ensure it shows delivery status and full order value.
  3. Review the Screenshot:
    • Check if the order was delivered completely or partially.
    • If fully delivered, proceed to update Cashback.
  4. Calculate Final Cashback:
    • Use the screenshot to determine the total order value.
    • Apply the promised Cashback rate.
    • Calculate exact commission using the internal commission calculator.
  5. Update Cashback in Admin:
    • Go to Admin > Cashback.
    • Search for the order, click on Edit.
    • Update the commission value as calculated.
    • Add comment: Manually Updated_Incorrectly Cancelled_Details_Initials.
  6. Notify Internal Team:
    • Flag the case to CRM Escalations - Delayed + Incorrect Validations on Teams

✅Canned Response to Use: 



Ticket Closure in Freshdesk:

  • Type: Confirmation
  • Sub-type: Partially Confirmed
  • Status: Resolved
  • Tag: Resolved Immediately


CRM Comments Ignored by Ops While Confirming

There are rare situations where the CRM team has already updated a user's Cashback with the correct commission amount and left a detailed comment. However, the F-Ops team, while confirming the transaction, may overlook these CRM comments and mistakenly confirm it at the previously tracked (incorrect) rate. This results in the user receiving a lower Cashback amount even though we had initiated a correction earlier.

When this is identified, it is important to act swiftly by correcting the Cashback again, acknowledging the error, and communicating clearly with the user.

Step-by-Step Resolution Process:

  1. Verify Original CRM Update:
    • Check if CRM had already updated the Cashback and left a comment.
    • Confirm if F-Ops later confirmed it incorrectly at the tracked rate.
  2. Update Cashback Again in Admin:
    • Go to Admin > Cashback.
    • Locate the transaction and click Edit.
    • Reapply the correct commission.
    • Use the original nomenclature (e.g., Manually Updated_Reason_Initials).
  3. Inform the Internal Team:
    • Raise the issue in the CRM Escalations - Delayed + Incorrect Validations Teams group.
    • Add context and ticket link so it can be addressed in future validation processes.
  4. Update the User via Email:
    • Acknowledge the error politely and reassure the user.
    • Let them know their Cashback is now being updated.
  5. Ticket Closure in Freshdesk:
    • Type: Confirmation
    • Sub-type: Overwrite – Manually Updated
    • Status: Resolved
    • Tag: Resolved Immediately

✅Canned Response to Use: CRM comments ignored by Ops