Common User Issues & Support Resolutions

For Customer Experience (CX), Sales, and Support Teams

1. Purpose of This SOP

To give internal teams a single source of truth for:

Understanding common customer problems
Providing accurate, predictable resolutions
Giving consistent communication scripts
Reducing SLA and response times
Ensuring smooth and positive customer experience

2. Categories of Common User Issues

Customer issues fall into 6 categories:

Website/App Issues
Pricing & Condition Issues
Order Creation Issues
Pickup Issues
Payment Issues
Post-Order / Refund Issues

Each category has its own SOP below.

3. Website/App Issues & Resolutions

A. Price Not Loading / Page Stuck

Cause: Browser cache, slow device, network issue

Resolution:

Ask customer to refresh
Ask them to try incognito mode
Try the Cashkr App instead of Website
Clear browser cache
If still unresolved → escalate to Tech

Script:
“Please refresh the page or try opening in incognito mode once. If it still doesn't load, our tech team will fix it shortly.”

B. Model Not Found

Cause: Newly launched model or unsupported device

Resolution:

Check if model is new → raise ticket for Pricing Team
If extremely old → inform user it's not supported

Script:
“Some newly launched models take time to appear. I will get it added immediately and notify you.”

C. Pincode Not Serviceable

Cause: No vendor coverage in that area

Resolution:

Check internal coverage sheet
Offer alternative date if vendor will be available soon
If not supported → close lead politely

Script:
“We are expanding rapidly, but your area isn’t covered yet. We’ll notify you as soon as pickups start in your location.”

D. App Crashing / Freezing

Resolution:

Update app
Restart phone
Try reinstalling
Report to Tech if recurring

4. Pricing & Condition Issues

A. Price Lower Than Expected (Before Pickup)

Resolution:
Explain pricing logic:

Device condition
Market demand
Age
Variants
Dynamic pricing

Script:
“The price is estimated based on your selected condition and today’s market value. The final price is confirmed after inspection.”

B. Price Reduced After Vendor Inspection

Causes:

Battery
Screen
Camera
Body dents
Device faults

Resolution:

Ask vendor for defect details
Explain condition impact to customer
If customer rejects → cancel order politely

Script:
“The vendor found some condition issues that reduced its resale value. If you’re not comfortable with the updated price, we can cancel the order—no problem.”

C. Customer Claims “Other Platform Offers More”

Resolution:
Ask for their final quote screenshot and try matching (as per policy).

5. Order Creation Issues

A. Customer Unable to Enter Address

Resolution:

Guide them step-by-step
Ask for pincode and autofill
Use “Address Format Help” template
If backend issue → notify Tech

B. Duplicate Orders Created

Resolution:

Identify active order
Cancel duplicates
Inform customer

Script:
“You created multiple orders by mistake. We’ve kept the most recent one active and cancelled the others.”

C. Customer Entered Wrong Details

Resolution:

Edit address or phone via Admin Panel (CX only)
Reconfirm with customer
Update order immediately

6. Pickup Issues (Most Common)

A. Vendor Delayed or Not Arriving

Resolution:

Call vendor
Share updated ETA
If vendor unavailable → assign next vendor
Apologize to customer

Script:
“Our partner is on the way. We apologize for the delay. We’re ensuring they reach you as soon as possible.”

B. Customer Cannot Reach Vendor

Resolution:

Call vendor
If unreachable → assign new vendor

C. Vendor Behaviour Complaint

Resolution:

Apologize
Take detailed statement
Escalate to Ops
Replace vendor immediately

Script:
“Thank you for bringing this to our attention. We are assigning a new partner and taking action on the previous one.”

D. Vendor Reduced Price Too Much

Resolution:

Ask vendor for inspection details
Explain valuation logic to customer
Cross-check discrepancies

E. Customer Wants to Reschedule Pickup

Resolution:

Update date/time in admin
Notify vendor

7. Payment Issues

A. Customer Didn’t Receive OTP

Resolution:

Check network
Check DND settings
Try resend OTP
Restart device
If still not received → escalate

B. Payment Successful but SMS Not Received

Resolution:

Ask customer to check bank app
Check transaction status in vendor app
Provide transaction ID

C. Customer Says “Payment Not Received”

Resolution:

Ask for 2–5 minutes delay
Verify in admin panel
Confirm vendor wallet deduction
If stuck → escalate to Finance

D. Vendor Claims Payment Failed

Resolution:

Check error screen
Ask vendor to retry
Raise ticket if repeated

8. Post-Order / Refund Issues

A. Refund Not Received

Causes:

Pending admin approval
Finance delay
Incorrect refund amount

Resolution:

Check refund logs
Confirm expected amount
Escalate to Finance if needed

B. Customer Wants to Cancel Order

Resolution:

Verify stage
Cancel if vendor has not inspected yet
If inspected → vendor must enter “Customer Rejected Price”

C. Customer Wants to Sell Second Device

Resolution:

Help them create another order
Upsell referrals

9. Communication Templates (Use in CX Genie)

A. General Apology + Assurance

“Sorry for the inconvenience. I’m checking this right away and will resolve it for you.”

B. Technical Issue Script

“This looks like a temporary technical issue. I’ll have it fixed quickly for you.”

C. Price Clarification Script

“Prices depend on actual device condition and today’s market value. The final price is confirmed after inspection.”

D. Vendor Delay Script

“Our partner is slightly delayed due to traffic. We’re coordinating and ensuring they reach you shortly.”

E. Payment Assurance Script

“Your payment is processed through OTP-secured transfer. Please wait for a moment while we verify the confirmation.”

10. Issue Priority Levels

Issue Type	Priority	Response Time
Payment issues	Critical	0–10 mins
Pickup delay	High	10–30 mins
Pricing dispute	Medium	1–2 hours
Website/app error	Medium	2–3 hours
Refund query	Low	24 hours

11. One-Page Summary (Training Card)

Top 6 Issues:

Price confusion
Vendor delay
OTP/payment issue
Wrong model
Website not loading
Pincode not serviceable

Support Must:
✔ Stay polite
✔ Solve quickly
✔ Escalate correctly
✔ Use standard scripts
✔ Log issue in admin panel
✔ Ensure customer satisfaction