Order Flow – Unlock → Pickup → Payment
For Cashkr Vendors & Internal Ops Training
1. Overview
This SOP explains the entire workflow once a vendor unlocks an order:
Order Unlock
Customer Call & Scheduling
Pickup Visit
Device Inspection
Final Price Confirmation
Payment to Customer (OTP Flow)
Order Completion
This ensures vendors follow standardized steps and maintain high SLA.
2. Stage 1: Order Unlock
2.1 How Unlock Works
Vendor taps Unlock Order, and the system checks:
✔ Sufficient Credits
✔ Sufficient Wallet Balance
✔ Vendor availability in that area
✔ No active holds or SLA blocks
If all conditions pass → Order unlocked.
2.2 What Vendor Gets After Unlock
Once unlocked, vendor receives:
Customer Name
Phone Number
Address + Google Map
Device Model
Expected Price
Selected Device Condition
Order ID
3. Stage 2: Customer Call & Scheduling
3.1 Immediate Call Requirement
Vendor must:
✔ Call customer within 10 minutes
✔ Introduce themselves politely
✔ Confirm device details
✔ Confirm their address
✔ Fix a pickup time (same day or next day)
3.2 Call Script (Short & Professional)
“Hello, I am calling from Cashkr regarding your device pickup order.
I will come to your location today to inspect the device and make instant payment.
Can we confirm the timing?”
3.3 If Customer Does Not Respond
Try 3 times
Vendor updates status: Customer Not Responding
4. Stage 3: Pickup Visit
4.1 Steps before going to customer
Check exact location on map
Carry a charged phone
Carry Cashkr ID (if provided)
Ensure proper behaviour
4.2 At the customer’s location
Vendor must:
✔ Be polite
✔ Explain inspection steps
✔ Check device carefully
✔ Do not argue or negotiate aggressively
5. Stage 4: Device Inspection
5.1 Phone Inspection Checklist
IMEI match
Display condition (cracks, spots, burns)
Body dents/scratches
Battery health
Camera functioning
Speakers & mic
Buttons & charging port
Face ID / Touch ID
Original parts check
5.2 Laptop Inspection (If applicable)
Serial number check
Display test
Keyboard test
WebCam, speakers
Battery backup
Charger condition
Body condition
5.3 Updating In-App Condition
Vendor selects actual device condition:
Good
Average
Below average
Damaged
The app will auto-calculate the final price.
6. Stage 5: Final Price Confirmation
The app will show:
Customer’s expected price
Your inspected price (app auto-calculated)
If customer agrees → move to payment.
If customer disagrees
Vendor must:
Explain condition differences
Avoid arguments
Maintain polite tone
If needed → mark Customer Rejected Price
Order gets closed automatically as Failed.
7. Stage 6: Payment (Wallet → OTP → Customer)
7.1 Payment Flow
Vendor taps Pay Now
App shows final price
Customer receives OTP on SMS
Vendor asks customer to read OTP
Vendor enters OTP into app
Payment is processed from Vendor Wallet → Customer bank
Payment confirmation appears in app
Important Points
No cash payment
No UPI transfer allowed outside app
Payment must happen through Wallet
OTP is mandatory — no OTP = no payment
Vendor must not take device without completing payment
If OTP doesn't come
Ask customer to wait 30 seconds
Confirm SMS inbox
Ask customer to restart mobile
Try re-sending OTP
8. Stage 7: Order Completion
After payment success:
✔ Vendor collects device
✔ Vendor taps Mark as Completed
✔ App generates digital receipt
✔ Order moves to Completed Orders
Order is closed only when:
Device collected
Payment done
Order marked completed
9. Failure Scenarios & Marking
Scenario | Vendor Action | System Status |
|---|---|---|
Customer not reachable | Try 3 calls + WhatsApp | Mark as Unable to Contact |
Customer wants higher price | Explain politely | Mark as Customer Rejected Price |
Device not matching description | Provide reason | Mark as Device Mismatch |
Customer refuses to give OTP | Explain security | Mark as Payment Not Completed |
Vendor reaches but customer not available | Wait 10 min | Mark as Customer No Show |
10. SLA Requirements (Very Important)
Vendors must follow:
Pickup SLA
Call customer in 10 minutes
Complete pickup within 3–6 hours (same city)
Be polite and professional
Quality SLA
Accurate inspection
No fraud (IMEI mismatch, false claims)
No tampering with device
No manual pricing
Payment SLA
Payment must be through app only
OTP-based payment required
Payment must be instant
11. Best Practices for Vendors
Always:
✔ Be polite and respectful
✔ Call customers quickly
✔ Maintain honesty during inspection
✔ Explain prices clearly
✔ Ensure customer satisfaction
Never:
✖ Demand extra charges
✖ Force customer to accept price
✖ Take device before OTP payment
✖ Do offline UPI or cash settlements
✖ Delay order intentionally
12. Full Order Flow Summary (Simple)
Unlock Order → Call Customer → Go for Pickup → Inspect Device → App Calculates Final Price → Customer Confirms → OTP Payment → Collect Device → Mark Order Completed