Agent Assignment Script (Explaining Pickup Agent Flow)

Used by: Vendor Management / Operations Team

Purpose:

To help agents explain how the pickup assignment flow works once a vendor unlocks an order — including how pickup agents are assigned, how status updates occur, and what vendors should do if issues arise.

🎯 Objective:

Help vendors understand the complete pickup flow after unlocking an order.
Ensure vendors know what happens automatically and what requires their confirmation.
Reduce confusion, delays, and miscommunication between vendors, pickup agents, and Cashkr.

🎙️ Call / Chat Training Script

🗣️ 1. When Vendor Asks: “Who will go for the pickup once I unlock the order?”

Agent Response:

“Once you unlock an order, a Cashkr pickup agent is automatically assigned to that order based on the customer’s pincode and your area coverage.

The assignment happens through our internal system — you don’t need to manually assign or contact anyone.

The agent gets all customer and device details instantly in their app.”

🗣️ 2. When Vendor Asks: “Do I have to assign the pickup person myself?”

Agent Response:

“No, you don’t need to assign anyone manually.

The system automatically links your order with a verified Cashkr pickup partner available in that pincode.

Once assigned, the agent gets notified in their app and is required to visit the customer within the scheduled time window.”

🗣️ 3. When Vendor Says: “It’s been a while — pickup agent hasn’t come yet.”

Agent Response:

“I understand your concern.

Sometimes there can be short delays due to traffic, previous appointments, or area clustering.

I’ll check which pickup partner is assigned for your order and confirm their status.

If needed, I’ll request a reassignment or escalation to make sure it’s completed on time.”

If verified delayed beyond TAT:

“Thank you for waiting. The delay has been reported — our logistics team is reassigning this order to another available agent right now. You’ll get an update shortly in your app.”

🗣️ 4. When Vendor Asks: “How will I know the pickup agent details?”

Agent Response:

“You can see the assigned pickup agent details inside your Vendor App:

Go to the specific order → scroll down to ‘Pickup Details’ section.

It will show the agent’s name, contact number, and pickup schedule.

The agent will also call you before starting the pickup to confirm coordination.”

🗣️ 5. When Vendor Asks: “What if the pickup agent fails or marks wrong status?”

Agent Response:

“Every pickup is tracked through the system and verified with photo and timestamp proof.

If an agent wrongly marks an order as failed or incomplete, you can immediately raise it with us.

We’ll check the backend logs, verify the agent’s action, and correct the order status if needed.

If confirmed, your credits will be reversed automatically.”

🗣️ 6. When Vendor Says: “Customer says no one came for pickup.”

Agent Response:

“I’ll check that right away.

Sometimes customers might miss the call or be unavailable during the slot.

Our agent always marks their visit attempt with timestamp and GPS log.

I’ll confirm the exact visit details and, if needed, reschedule the pickup immediately for you.”

🗣️ 7. When Vendor Asks: “Can I assign my own person for pickup?”

Agent Response:

“Currently, pickups are handled only by Cashkr-authorized agents to maintain quality, safety, and payment verification.

Personal or third-party pickups are not allowed — this ensures consistent process, correct device checks, and verified payout tracking for every customer.”

🗣️ 8. When Vendor Asks: “How do I know if payment is done after pickup?”

Agent Response:

“Once the pickup agent completes the inspection, they’ll confirm payment through the Cashkr app.

The payment to the customer will automatically be deducted from your Wallet balance.

You’ll receive an instant notification and the updated Wallet statement in your app under ‘Transactions → Customer Payouts.’

No manual payment confirmation is needed.”

🗣️ 9. When Vendor Says: “Can I talk directly to the pickup agent?”

Agent Response:

“Yes, you can contact the assigned pickup agent using the phone number shown inside the order details in your app.

But please make sure any changes to the pickup time or issue reports are still updated through the app or reported to us — that keeps everything recorded properly.”

🗣️ 10. When Vendor Asks: “What happens if the agent marks the pickup failed?”

Agent Response:

“If the pickup is marked failed, the system checks the reason.

• If it’s a valid fail — like customer unavailable, device not matching, or refused — then the order will close automatically and your credits will be reversed within 24 hours.

• If it’s an invalid fail — like agent error or incomplete visit — we’ll reopen the order and assign another pickup.

Either way, your credits stay safe if the failure wasn’t your fault.”

🧩 Internal Team Notes (Quick Reference)

Stage	Action	Responsible	SLA
Order Unlocked	Vendor unlocks → credits deducted	Vendor	Instant
Pickup Assigned	System auto-assigns nearest verified agent	System	<10 mins
Pickup Visit	Agent visits customer & inspects	Pickup Agent	Within scheduled slot
Payment	Wallet deduction & customer payment	System	Instant
Order Completion / Fail	Verified & logged	System + Ops	Within 24 hrs
Reassign (if delayed)	Trigger reassignment	Ops	Within 2 hrs of delay

🧾 Key Tone Phrases

✅ “The pickup agent gets the details automatically — you don’t need to assign manually.”

✅ “Your credits remain safe; we’ll verify the agent’s logs.”

✅ “All pickups are verified with timestamp, photo, and location proof.”

✅ “We’ll ensure your pickup is completed smoothly and on time.”

✅ “You can always track your pickup and agent details in the app.”