How To Close a Lead When Pickup Isn’t Available

Purpose: For Inbound Sales, Follow-Up, CX, and BD Teams

This SOP explains how to professionally close a lead when Cashkr cannot service the customer’s pincode or device—without damaging trust or brand perception—and how to capture demand for future expansion.

1. Purpose of This SOP

To ensure that when pickup isn’t available:

✔ Customers get a clear, honest explanation
✔ Sales avoids false promises
✔ Leads are closed correctly in the Admin Panel
✔ Demand is logged for BD expansion
✔ Brand trust remains intact

2. Situations When Pickup Isn’t Available

Pickup may not be available due to:

• Pincode is not serviceable

• Partial serviceability (device type not supported)

• Temporary vendor shortage

• Device not supported / too old

• Safety or operational restriction in the area

3. Mandatory Check Before Closing

Before telling the customer pickup isn’t available, Sales/CX must verify:

Path:
Admin Panel → Serviceable Areas / Order Assignment

Confirm:

• Correct pincode entered

• Correct device category selected

• No nearby serviceable pincode possible

❌ Never assume unavailability without checking.

4. Approved Closing Script (Customer-Facing)

Primary Script (Recommended)

Agent:
“I’ve checked this for you. Currently, we don’t have pickup service available in your area for this device.”

⏸ Pause

“We don’t want to give you false commitments. As soon as service opens in your area, we’ll be happy to help.”

If Customer Asks “When Will It Be Available?”

Agent:
“Right now, I can’t share an exact timeline, but I’ll make sure your request is shared with our expansion team.”

If Nearby Pincode Is Serviceable

Agent:
“If you have access to a nearby serviceable pincode, we can proceed with pickup there.”

(Only suggest if genuinely possible.)

5. What NOT to Say (Strictly Prohibited)

❌ “Vendor will be arranged somehow”
❌ “Try placing the order, we’ll see later”
❌ “Pickup might happen, not sure”
❌ “System issue, call later”

Rule: No false hope. No vague promises.

6. Admin Panel Disposition & Notes (Mandatory)

Correct Disposition

• Connected → Non-Serviceable Area
  (or Connected → Waiting for Serviceability, if available)

Mandatory Notes Format

Pickup unavailable – pincode not serviceable for [device type].
Customer informed politely.
Demand flagged for BD.

7. Internal Escalation & Demand Logging

A. For BD / Area Management Team

Sales/CX must log:

• Pincode

• City

• Device type

• Lead volume (if recurring)

BD uses this to:

• Identify expansion opportunities

• Onboard vendors

• Prioritize city/pincode activation

B. For Marketing Team

If multiple leads are coming from non-serviceable areas:

• Inform Marketing to pause ads for that location

8. Handling Customer Pushback (Calm Closure)

Customer: “Why are you running ads then?”

Agent:
“Thanks for pointing that out. We’re continuously updating coverage. I’ll make sure this is shared internally so we don’t mislead users.”

Customer: “Other apps are coming here.”

Agent:
“That’s possible. At Cashkr, we only open areas when we’re confident about quality and payment safety.”

9. When to Use Callback vs Closure

10. CX Involvement (If Customer Is Upset)

If customer is unhappy:

• Apologize once

• Explain honestly

• Do not escalate as a complaint

• Close politely

11. One-Page Quick Summary (Training Card)

When Pickup Isn’t Available:

1️⃣ Verify serviceability
2️⃣ Inform customer honestly
3️⃣ Do NOT over-promise
4️⃣ Close lead with correct disposition
5️⃣ Log demand for BD

Goal:
Protect trust today → Enable expansion tomorrow