How To Use Cashkr Website & App

For Sales, CX, and Marketing Teams

1. Purpose of This SOP

To give internal teams a clear understanding of:

How customers use the Cashkr Website/App
Complete customer journey from start to finish
Key touchpoints where CX, Sales, and Marketing interact
Common customer questions
How to guide customers properly

This ensures consistent communication, faster resolutions, and better conversions.

2. Customer Journey Stages

A customer goes through 8 major stages:

Landing on Website/App
Choosing Device Type
Selecting Brand → Model → Variant
Picking Device Condition Options
Getting the Price
Entering Details & Checkout
Order Confirmation
Pickup & Payment Process

Below is the step-by-step breakdown.

3. Stage 1 — Landing on the Cashkr Website/App

Customers typically arrive through:

Google Ads / SEO
Social Media
Direct type-in
Referral link
App Store Play Store

What customer sees on landing:

Search bar (Sell your device)
Device categories (Phone, Laptop, Tablet, MacBook)
Popular brands
Top models
FAQs & trust elements (Instant payment, doorstep pickup)

Key CX/Sales Notes:

Ensure customers land on correct device category
If user is confused, guide them to start by selecting device type
Explain Cashkr in simple language:
“You get instant payment at home after inspection.”

4. Stage 2 — Selecting Device Type

Customer chooses from:

Phones
Laptops
MacBooks
Tablets

Marketing ensures device categories are clearly visible.
Sales/CX guides users who ask:
“Where do I enter my model?” → Direct them to Device Type Page.

5. Stage 3 — Choose Brand → Model → Variant

This journey is funnel-based:

A. Customer selects Brand

(E.g., Apple, Samsung, OnePlus, Dell, HP)

B. Customer selects Model

(E.g., iPhone 13, Dell Inspiron)

C. Customer selects Variant

(E.g., 128GB, 256GB, i5, 8GB RAM)

If model is missing:

Sales/CX Rule:

If device is newly launched → supported → raise ticket to pricing team
If old/very old device → not supported

6. Stage 4 — Customer Selects Condition Options

This step affects pricing.

Examples:

For Phones:

Screen condition
Body condition
Battery health
Camera working
Face ID / Touch ID
Physical & functional issues

For Laptops/MacBooks:

Display condition
Keyboard
Trackpad
Battery backup
Hinges
Body dents
Charger availability

CX/Sales Role:

Guide customers to choose honestly, because price changes after inspection.

Marketing ensures the UI is clear with tooltips like:
“Select the condition closest to your actual device.”

7. Stage 5 — Customer Gets the Price

After selecting all conditions:

✔ Price is instantly calculated
✔ Shown clearly as “Estimated Price”
✔ This is the amount customer expects to receive

Important Notes for Teams:

Price is not locked (as per Cashkr policy)
Vendor inspection may change the final price
If customer says “XYZ offers more”, Sales asks for their quote screenshot to try price match

8. Stage 6 — Checkout & Customer Details

Customer proceeds to Checkout Form, entering:

Name
Phone Number
Pickup Address
Pincode
Date & Time preference

Marketing Role:

Optimizing form for higher conversion
Reducing friction

CX/Sales Role:

Help customers complete form if stuck
If customer says “pickup not available”, CX follows SOP for pincode resolution
Confirm correct pincode to reduce vendor issues

9. Stage 7 — Order Confirmation

After submission:

Customer sees Order Confirmation Screen
Receives SMS/WhatsApp
Vendor is notified (on vendor app)
Sales/CX may call customer for confirmation (optional internal flow)

Key Internal States:

“Order Created”
“Assigned / Unassigned”
“Vendor Accepted”
“Vendor Enroute”

Sales/CX Must Know:

Customer can edit the address before vendor reaches
Customer can reschedule if required
Customer can cancel the order anytime

10. Stage 8 — Pickup & Payment Journey (Vendor Side)

(This is what customer experiences)

A. Vendor calls customer

Confirms address & timing
Shares estimated arrival

B. Vendor reaches home

Checks device physically
App recalculates final price

C. Customer Confirms

If customer agrees → Payment happens
If not → Vendor marks fail reason → customer gets no charge

D. OTP-Based Instant Payment

Vendor taps “Pay Now”
Customer receives OTP
Payment done instantly to customer’s bank account
Device collected

E. Order Completed

CX Role:

Handle escalations like:

Vendor delayed
Price mismatch confusion
Payment SMS delay
Customer safety concerns

11. What Customer Usually Asks — Quick Answer Guide

Q: Is price fixed?

A: Price may change after inspection.

Q: When will vendor come?

A: Same-day or next-day depending on availability.

Q: How will I get paid?

A: Instant bank transfer after OTP verification.

Q: Is Cashkr safe?

A: Yes, Cashkr uses OTP-secured payments.

Q: Can I sell without charger/box?

A: Yes, price adjusts accordingly.

Q: Is doorstep pickup free?

A: Yes, no hidden charges.

Marketing, Sales, and CX must all give consistent answers.

12. Role of Each Team in the Customer Journey

Marketing Team

Increase awareness
Reduce drop-offs
Create trust (testimonials, badges, reviews)
Improve landing page performance

Sales Team

Convert leads into orders
Handle objections
Explain pricing clearly
Assist customers who are stuck

CX Team

Solve problems
Assist during order status changes
Handle complaints
Manage refund queries and escalations

All three teams together create frictionless experience.

13. Full Customer Flow Summary (1-Page)

Website/App → Device Selection → Condition Selection → Get Price → Fill Details → Create Order → Vendor Assigned → Pickup → Inspection → OTP Payment → Completion