Creating an Order – Step-by-Step Flow

For Sales, CX, Marketing & Product Understanding

1. Purpose of This SOP

To give teams a clear, standardized view of:

How customers create an order
Which steps influence conversion
What backend actions happen
What Sales/CX should explain to customers
How to troubleshoot common issues

This ensures uniform training across teams and improves conversions and customer experience.

2. Full Flow Overview (Quick Visual Summary)

Select Device Type → Brand → Model → Variant → Condition → Get Price → Enter Details → Create Order → Order Confirmation → Vendor Assigned

Now the detailed step-by-step process:

3. Step 1 — Customer Opens Cashkr Website/App

Entry sources:

Google Ads
SEO
Social Media
Referral
Direct visit
App Store / Play Store

Customer sees:

Sell Your Device options
Search bar
Popular brand icons
Trust badges (Instant Payment, Free Pickup)

Marketing Tip: Homepage UX impacts conversion heavily.
CX Tip: Help confused users navigate to “Sell Device”.

4. Step 2 — Customer Selects Device Type

Available categories:

Phone
Laptop
MacBook
Tablet/iPad

Internal Notes:

Helps route the customer to correct pricing engine
Reduces user drop-off by narrowing device categories
If user chooses wrong category → Sales/CX must guide them

5. Step 3 — Brand → Model → Variant Selection

5.1 Customer selects Brand

Examples: Apple, Samsung, OnePlus, Dell, HP, Lenovo

5.2 Customer selects Model

Example: iPhone 11, HP Pavilion 15

5.3 Customer selects Variant

Example:

Storage: 64GB/128GB/256GB
RAM: 8GB/16GB
Processor: i3/i5/i7/M1

Important CX/Sales Rule:

If customer cannot find their model:

If new → Supported → Raise ticket to Pricing Team (Mohsin)
If very old → Not supported → Explain politely

6. Step 4 — Customer Selects Device Condition

Condition selection decides the initial estimated price.

For Phones:

Display condition (cracks, green line, spots)
Body condition
Battery health
Camera working
Face ID / Touch ID
Buttons & ports
Functional faults

For Laptops/MacBooks:

Screen condition
Keyboard
Trackpad
Battery backup
Body dents
Charger availability

Internal Notes:

Price is NOT locked
Wrong selection → price changes after vendor inspection
Sales/CX must set correct expectation

7. Step 5 — System Displays Estimated Price

Based on:

Model value
Condition deductions
Market value
Variant
Recent pricing updates

Customer sees:

➡️ “Estimated Price”
➡️ Option to Sell Now / Continue

Internal Notes:

This is NOT final price
Final price is confirmed after vendor inspection
Marketing uses CTAs and trust badges to increase conversion here

8. Step 6 — Customer Enters Personal & Address Details

Form fields typically include:

Full Name
Phone Number
WhatsApp Number (if different)
Pickup Address
Pincode
Landmark
Preferred Pickup Date/Time

Key Internal Points:

Pincode decides vendor assignment
Incorrect pincode = Pickup not available → CX must verify
Capturing correct number is crucial for OTP payment later

9. Step 7 — Customer Clicks “Create Order”

When customer submits the form, backend actions trigger:

✔ Order Created in database

✔ Order ID generated

✔ Customer receives SMS/WhatsApp

✔ Vendor pool is notified

✔ Order appears in “Unassigned Orders” in Vendor System

✔ Sales/CX team gets lead in Admin Panel

10. Step 8 — Order Confirmation Screen

Customer sees:

Order ID
Estimated price
Device details
Pickup address
Trust elements (“Vendor will call soon”)

Internal systems update:

Status = Order Created
Timestamp is recorded
Marketing tracking (GA4, Meta Pixel, GTM) logs event
Sales team may call high-value orders for confirmation

11. Step 9 — Vendor Assignment (Backend)

Vendor assignment depends on:

Area/pincode availability
Vendor Wallet & Credits
Device category permissions
SLA score of vendor
Vendor proximity

If available → Vendor receives order notification.

If no vendor available →
CX team follows SOP: “Pickup Not Available in Pincode.”

12. Step 10 — Customer Journey After Order Creation

Though not part of "creating" the order, internal teams must know what follows:

Vendor calls customer
Visits for pickup
Inspects device
App gives final price
Customer confirms
OTP-based instant payment happens
Order completed

Sales & CX often handle customer questions at this point.

13. Customer Objections During Order Creation (CX/Sales Scripts)

Q: Will the price change later?

Script: “Price may change depending on actual condition after inspection.”

Q: Why do you need my exact address?

“Vendor needs it for doorstep pickup.”

Q: Is pickup free?

“Yes, doorstep pickup is 100% free.”

Q: When will the vendor come?

“Usually the same day or next day, depending on availability.”

Q: Can I change my address after placing order?

“Yes, before the vendor arrives you can update it.”

14. Internal Quality Checks at Order Creation

Teams must ensure:

Tracking parameters (UTM, GA4 events) fire correctly
Pincodes map to correct cities
Models list is updated daily
Duplicate orders are reduced
High-value orders are monitored manually

15. Edge Cases & How to Handle Them

A. Customer cannot find their model

→ Guide them to search or raise model request.

B. Price not loading

→ Clear cache or try app.

C. Pincode not serviceable

→ CX uses “How to Close a Lead When Pickup Isn’t Available” SOP.

D. Customer entered wrong address

→ CX can manually edit in the admin panel (if needed).

E. Customer placed multiple duplicate orders

→ Keep highest-value one → cancel others politely.

16. One-Page Summary (Training Card)

Customer Flow:
Device Type → Model → Variant → Condition → Price → Address → Create Order → Confirmation → Vendor Assigned → Pickup

Internal Teams Should Remember:

Price = Estimate
Condition = Key factor
Proper address = Essential
Serviceable pincode = Required
Vendor needs correct details for pickup
Final step is OTP-based payment