Issue Description: Farmer reporting that the money he was paid for the harvested trees is not correct as per what he/she expected.


  1. Call center agent to identify the farmer through the database (SSOT). Farmer can be identified using:

    • ID Number

    • Kcode

    • Mobile Number (this is not reliable)

    • Farmer full names (this is not reliable)

  2. Call Agent to confirm that no duplicate ticket exists - if it does, merge with existing ticket and put a note stating that there was a repeat call to check on status of this issue. (If a duplicate ticket exists - The Agent should inform the caller at this point that the issue has been escalated to our field team and they should expect a visit in the coming weeks. End call.)

  3. If no duplicate ticket exists - Agent to create a new one and capture all the relevant details in the ticket.

  4. Confirm from the caller the following information to capture in the ticket: 

    • date of payment

    • total amount received

    • farmer to share mpesa code of payment

    • how much did farmer expect?

    • where is farmer getting this information of amount he/she was expecting?

    • was farmer being paid himself or through an authorized payee?

    • if through payee, farmer to confirm total amount payee received?

  5. Conduct due diligence as follows:

  6. # of trees counted in evaluation form

  7. # of trees counted in harvest receipt

  8. do they tally?

  9. Inform the farmer -  that they should expect a visit from Komaza staff in about 1 month's time who will come and help with the pruning request. End call. 

  10. Assign the ticket to Field Ops.