Handling Customer Issues During Pickup
For Cashkr Partner Vendors – Mandatory Behaviour & Resolution Guidelines
1. Purpose of This SOP
This SOP ensures vendors know exactly how to respond, behave, and resolve issues when a customer:
Rejects the price
Becomes uncooperative
Disagrees on condition
Doesn’t understand the process
Faces payment/OTP issues
Has safety or trust concerns
Goal: Maintain professionalism, trust, and smooth pickups to avoid escalations and SLA failures.
2. General Principles for Handling Any Customer Issue
These 5 rules must always be followed:
Stay calm and polite
Explain clearly using simple language
Do not argue or raise voice
Always follow app rules — no shortcuts
If customer refuses, respect the decision and close peacefully
3. Common Customer Issues & How to Handle Them
3.1 Customer Rejects the Final Price
Why it happens
Actual condition lower than what customer selected
Customer expected higher resale value
Misunderstanding of Cashkr pricing
Vendor Response
✔ Be respectful
✔ Explain condition difference calmly
✔ Show them the actual defects (scratches, cracks, battery health)
✔ Explain that app calculates price automatically
Script:
“Based on the inspection, the app has recalculated the price. This is not my manual price — the app does it automatically as per the condition.”
If customer still refuses
✔ Mark Customer Rejected Price
✔ Thank them and leave professionally
Never:
✖ Argue
✖ Force customer
✖ Lower price manually
✖ Offer offline/private deal
3.2 Customer Disagrees With Condition Found
Vendor Approach
✔ Show the defect calmly (spot, dent, scratch)
✔ Explain how each issue affects the value
✔ Use neutral words, not negative tone
Script:
“I understand. Let me show you this dent/scratch/battery condition. Because of this, the app reduces the price automatically.”
If customer insists device is perfect
✔ Avoid confrontation
✔ Respect choice
✔ Close order politely
3.3 Customer Unsafe / Trust Concern
Example:
“Are you really from Cashkr?”
“Is this safe?”
“Can I trust this payment?”
Vendor Response
✔ Show Cashkr app on your phone
✔ Show order details
✔ Explain OTP payment system
✔ Explain that OTP ensures safety
Script:
“Payment happens only after you receive an OTP — without your OTP, no payment is possible. This makes it 100% secure for you.”
3.4 Customer Not Receiving OTP for Payment
Checklist to solve:
Ask customer to wait 30 seconds
Ask to disable DND mode
Ask to check network signal
Tap Resend OTP
Ask customer to restart phone (if needed)
Try again
If still not working
✔ Inform Ops
✔ Mark OTP Not Provided if customer refuses to continue
3.5 Customer Wants Payment via UPI (Google Pay/PhonePe)
Vendor Response
✔ Politely decline
✔ Explain mandatory OTP rule
Script:
“For your safety and Cashkr policy, payment can only happen through the app with OTP. This ensures instant and secure bank transfer.”
Never:
✖ Make private payment
✖ Pay with your own UPI
✖ Accept device before OTP payment
3.6 Customer Asks for Higher Price / Negotiates
Vendor Action
✔ Explain app-based pricing
✔ Show inspection result
✔ Keep a calm tone
Script:
“I understand, but the price is calculated by the app based on actual condition. I cannot increase or change it manually.”
If customer insists:
✔ Thank them politely
✔ Close the order
3.7 Customer Wants to Cancel Order Mid-Process
Vendor Response
✔ Respect the customer
✔ Do not force
✔ Mark the correct fail reason
Script:
“No problem. I will mark it in the system. If you wish to sell later, you can place a fresh order anytime.”
3.8 Customer Not Available at Pickup Time
✔ Call 3 times
✔ Wait up to 10 to 20 minutes
✔ Mark Customer Not Available
Never:
✖ Leave without calling
✖ Fake the attempt
3.9 Customer Device Not Charged / Not Reset / Forgot Password
Vendor Approach
✔ Offer help
✔ Guide politely
✔ Wait for a few minutes
If still unable to verify → mark appropriate fail reason.
3.10 Customer Gets Angry / Rude
Vendor must:
✔ Stay calm
✔ Avoid reacting emotionally
✔ Apologize politely (even if not vendor’s mistake)
✔ End conversation respectfully
Script:
“I’m here to help. If you feel uncomfortable, I can reschedule or cancel. Please tell me what you prefer.”
If situation feels unsafe →
✔ Leave immediately
✔ Inform Ops
4. Red Zone Issues — Immediate Ops Involvement
Vendor must immediately call Ops if:
🚨 Customer accuses vendor of fraud
🚨 Customer asks vendor to take device without payment
🚨 Customer becomes abusive
🚨 Customer threatens vendor
🚨 Device ownership seems doubtful
🚨 Suspicious address or unsafe environment
Never handle these alone.
5. Behavior Standards During Any Issue
Always:
✔ Remain patient
✔ Speak softly
✔ Maintain professionalism
✔ Show app-based transparency
✔ Keep customer informed
✔ Respect customer’s decision
Never:
✖ Show anger or frustration
✖ Blame company or system
✖ Make personal comments
✖ Negotiate outside app
✖ Threaten cancellation
6. How to End Pickup Peacefully (Success or Fail)
If order is completed:
✔ Thank customer
✔ Confirm payment credited
✔ Collect device carefully
✔ Mark order as Completed
If order is failed:
✔ Explain the reason
✔ Maintain politeness
✔ Leave the location respectfully
✔ Update the app correctly
7. Quick Vendor Scripts for Top Situations (Use in Training)
When customer asks “Why price reduced?”
“The app calculates price based on condition. I cannot change or control it.”
When customer says “I expected higher price.”
“I understand. If you do not agree with this price, no problem — we can cancel the order.”
When OTP doesn’t come:
“Let’s try again. Please check your network or DND settings.”
When customer asks for Google Pay:
“For your safety, Cashkr only uses OTP-based payment. This is the official and secure method.”
When customer becomes rude:
“I understand your concern. I’m here to help. If you prefer, I can cancel this order for you.”
8. Summary for Vendors (1-Minute Training Card)
Do’s:
✔ Be polite
✔ Explain clearly
✔ Use app for payment
✔ Show defects honestly
✔ Respect customer decision
Don’ts:
✖ Never argue
✖ Never cheat
✖ Never do offline payment
✖ Never take device before payment
✖ Never behave rudely