All Things Vendor - Locked Device due to Bad Debts

Modified on Wed, 25 Mar at 1:10 PM

Overview

We as a company can restrict a vendor from trading in the event that they have outstanding payments with us and there has been numerous failed attempts in making any payment arrangements to clear the balance that is owed.

In these scenarios, we classify this as Bad Debt and the vendor's device will be subsequently locked which will lead to a stop in their trading. Outstanding balances that are not payed up by the vendor, can lead to their account being dormant.

Which of our offering products can lead to the vendor having their device locked due to bad debt?

All though we have a vast array of financial products available on offer to our vendors, a vendor's device can be locked for some but not all of the below reasons and financial services:

Credit Advance
Kazang Pay Advance
Rental fee (R150) revolving

How will the Contact Centre receive this query type?

The request to resolve a locked device due to bad debt from our vendors will come through either of the two channels listed:

Call
Freshdesk Ticket

Locked Device due to Bad Debt Query Type Request

How does a Contact Centre resolve a device locked due to bad debt request?

The below guidance steps will assist in the Contact Centre agent resolving the query raised by the vendor regarding their locked device due to bad debt:

Contact Centre agents checks when the ticket has been received
Action Step	Action Summary	Image
Step 1	The Contact Centre agent is to complete the following checks once they located the vendor's account on Content Ready: Confirm if the status of the account is locked Confirm the reason for the locked status being applied to the account Confirm the type of debt attached to the vendor's account and device Confirm the outstanding amount owing by the vendor Confirm if the outstanding amount owing by the vendor has been settled Confirm the last active trading date of the device assigned to the vendor
Step 2	Confirm on the vendors summary page on Content Ready for the above-mentioned checks
Step 3	Confirm on the transaction summary page on Content Ready for the type of debt assigned

What does the Contact Centre do to resolve the query after completing all checks?

Action Step	Action Summary
Outstanding balance HAS been PAID OFF	The Contact Centre agent can now unlock the device for the vendor. It is important for the Contact Centre agent to leave accurate and clear notes of all actions taken to resolve the query.
Outstanding balance HAS NOT been PAID OFF	The Contact Centre agent needs to advise the vendor of the outstanding amount and reason for their device being locked.

*Have we missed anything in this article?

Email learninganddevelopment@kazang.com should you need any more information to be added onto this article.