Price Change Logic (When and Why It Happens)

For Sales, CX, Vendor Ops & Marketing Teams

1. Purpose of This SOP

To explain:

When price changes before/after pickup
Why price changes occur
What logic the Cashkr pricing engine uses
How customers should be informed
How teams should handle doubts or objections

Goal:
✔ Reduce customer confusion
✔ Improve trust
✔ Standardize communication
✔ Reduce disputes
✔ Increase conversion

2. The Three Stages of Price

Customers encounter price in 3 stages:

Estimated Price (Website/App based on customer selections)
Adjusted Price (After vendor inspection)
Final Price (Customer agrees + OTP payment completes)

Each stage has valid, defined reasons for price change.

3. Stage 1 — Estimated Price (Before Pickup)

This is shown on the website/app based on customer inputs:

Model
Variant (Storage/RAM/Processor)
Selected condition
Selected issues
Charger availability
Market pricing for that model

When does price change here?

A. Customer changes condition

Examples:

Change from "Excellent" to "Good"
Selects “Screen cracked”
Selects “No charger”

→ Price drops accordingly.

B. Customer changes model/variant

128GB → 64GB → price reduces
i5 → i7 → price increases
M1 → i3 → price changes drastically

C. Market price update (Daily/Weekly)

Pricing Team updates base values due to:

Resale demand
Spare parts cost
New model releases
Market drops/increases

This affects estimated price BEFORE pickup.

4. Stage 2 — Adjusted Price (After Vendor Inspection)

Once vendor physically checks the device, the actual condition is verified.

The system recalculates price based on:

A. Device Condition Differences

If customer wrongly selected condition:

Customer selected “No scratches”
Vendor finds → Cracked screen → Deduction applies
Customer selected “Battery good”
Vendor finds → Battery <80% → Deduction applies
Customer selected “All OK”
Vendor finds → Camera not working → Deduction applies

B. Hidden or Unexpected Issues Found

These cannot be known without inspection:

Green line on display
Camera blur
Dead pixels
Touch issues
Face ID/Touch ID failure
Body bent
Heating issues
Laptop hinges loose
Laptop battery backup <1 hour

C. Device Age & Battery Cycles (Laptop/Mac)

Older devices get lower valuation.

Battery with:

Excessive cycles
Poor backup
“Service Recommended” warning

→ Price reduces accordingly.

D. Accessories Missing

No charger
No cable
Fake charger
Very old/corroded charger

→ Deduction applies.

E. Water Damage or Physical Damage

Any sign of liquid contact or internal damage leads to a reduction.

5. Stage 3 — Final Price (Agreed Value)

This is the price after:

Vendor inspection
System-generated updated valuation
Customer approval

Price becomes final only after customer gives OTP, leading to:

✔ Payment
✔ Pickup
✔ Order completion

If customer rejects → No charge, order closed.

6. Summary of All Valid Reasons for Price Change

A. Customer Provided Wrong Condition Inputs

Most common reason.
(FALSE positives happen often.)

B. Vendor Finds Real Condition Issues

Inspection always reveals the truth of the device.

C. Market Value Drops

e.g., when new iPhone/Samsung launches.

D. Wrong Variant Selected

e.g., Customer chooses 256GB but actual is 128GB.

E. Wrong Model Selected

Common when customers are unsure.

F. Accessories Missing / Fake Charger

G. Laptop/Mac Hidden Issues

Battery cycles, fan noise, heating, display flicker, etc.

7. Why Price Does NOT Change in Certain Cases

✔ Customer changes address
✔ Customer delays pickup
✔ Festival sales
✔ Referral code used (only bonus applies)
✔ Vendor personal preference (vendor cannot edit price manually)

8. Internal Rules: Vendor Cannot Change Price Manually

Important policy:

Vendor cannot type or edit price
Vendor only selects condition inputs
Pricing engine recalculates
Ensures 100% transparency

Customer-facing message:
“The vendor does not decide the price; the Cashkr app does.”

9. Customer Communication (Standard Scripts)

A. If customer asks why price changed

“The price changed because the actual condition of the device is different from what was selected earlier. The app automatically updates it based on inspection.”

B. If customer accuses vendor of cheating

“The vendor cannot change the price manually. The Cashkr system adjusts the price based on actual issues found.”

C. If customer mentions competitor price

“We match competitor quotes whenever possible. Please share their final quote screenshot, and we’ll try to match it.”

D. If customer questions market drop

“Prices depend on current market demand. If the market drops this week, all models’ resale values drop too.”

10. Common Scenarios to Train Teams

Scenario 1: Customer Selected ‘All Good’ but Screen Has Scratch

→ Deduction applied after inspection.

Scenario 2: Battery Health Shows 74%

→ Automatic deduction for battery replacement requirement.

Scenario 3: Laptop Backup Only 30 Minutes

→ Large deduction because battery must be replaced.

Scenario 4: Customer Has No Charger

→ Deduction because resale value decreases.

Scenario 5: Customer Selected Wrong Variant

Price corrected based on real variant.

11. Rules for Sales & CX Teams During Calls

✔ Always explain price depends on condition
✔ Do NOT promise price lock
✔ Never blame vendor
✔ Never promise price increase
✔ Always encourage customer to select correct condition on website
✔ Always use uniform script

12. One-Page Summary (Training Card)

Price Changes Because:

Real condition found at inspection
Wrong inputs selected earlier
Market drops/updates
Accessories missing
Hidden issues
Wrong model/variant selected

Price NEVER changes because of:

Vendor decision
Sales/CX intervention
Random change
Customer location