City / Pincode Unavailability Script
Used by: CX Executives / Support Staff
Purpose:
To guide the CX team on how to respond when a customer’s pincode or city is not yet serviceable by Cashkr.
🎯 Objective
To politely inform the customer about unavailability, maintain a positive impression, and collect the lead for future expansion updates.
🗣️ Script Overview
A. If Customer Tries to Place Order but App Shows “Pincode Not Available”
“I completely understand your concern — it looks like Cashkr hasn’t started pickups in your area yet. We’re expanding city by city, and your location will be covered soon.”
B. If Customer Calls or Messages About It
“Thank you for checking with us! Right now, Cashkr is operational in selected cities.
Could you please share your complete pincode? I’ll check if it’s in our current service list.”
If the pincode is supported (and it’s a technical glitch):
“Your area is serviceable! It might be a temporary system issue. Please try again after clearing the app cache or share your exact address — I’ll raise this to our technical team.”
If the pincode is not supported:
“Thank you for waiting. At the moment, Cashkr pickups aren’t available in your area.
But we’re expanding rapidly — I’ll mark your pincode for priority access once it goes live.”
C. Optional Add-On: Lead Capture Message (CRM Input)
“Can I please note your name, pincode, and device details? Once your area gets added to our coverage list, you’ll receive an update immediately via SMS or WhatsApp.”
(CX Executive adds to the “Unserviceable Pincode Tracker” sheet.)
D. Customer Assurance (Tone Control)
“We don’t want you to miss out — as soon as service starts in your city, you’ll be among the first to get notified.”
“We’re continuously expanding to reach every area in India — your feedback helps us prioritize!”
E. If Customer Asks “Why Not Available in My City?”
“Our pickup network is expanding phase-wise. To ensure the best service, we onboard verified partners city by city.
Your area will be active as soon as a verified Cashkr vendor is onboarded there.”
F. Internal SOP (CX → Operations Handoff)
|
Step |
Action |
Owner |
|---|---|---|
|
1️⃣ Receive customer request |
Note city, pincode, device type |
CX Executive |
|
2️⃣ Check live coverage sheet |
Confirm if available |
Ops Access |
|
3️⃣ Not available |
Add entry to “Unserviceable Pincode Tracker” |
CX |
|
4️⃣ Forward to Ops Team weekly |
Cluster expansion reference |
Vendor Mgmt |
G. Example Ready-to-Use Replies
WhatsApp / Chat:
“Hi 👋 Unfortunately, Cashkr pickups aren’t available in your area yet. But we’re expanding quickly, and your pincode [#######] has been added to our priority list. You’ll be notified once it’s live!”
Email:
“Dear [Customer Name],
Thank you for your interest in Cashkr. Currently, our pickup services are not active in your area [Pincode: ######].
However, your location has been added to our expansion list, and we’ll notify you once we go live in your region.
Best regards,
Cashkr Support Team”
Tone & Guidelines
✅ Be empathetic — never say “We don’t serve your area” bluntly.
✅ Offer assurance — use words like “soon expanding”, “priority list”.
✅ Never give a fixed date unless confirmed by Operations.
✅ Always log the pincode in CRM tracker.
CX Team Note
All “pincode unavailable” chats/calls must end positively with customer details added to the Expansion Tracker Sheet.
This ensures marketing can re-target when new cities go live.