Referral & Coupon Application Process

For Marketing, Sales, CX, Tech, and Support Teams

1. Purpose of This SOP

This SOP defines:

How the Referral Program works
How Coupons are applied
Where customers enter referral/coupon codes
How rewards are credited
Validations & restrictions
Common user issues & resolutions

Goal:
✔ Reduce confusion
✔ Improve conversion
✔ Ensure consistent communication
✔ Maintain clean tracking in Admin Panel

2. Key Definitions

Referral Code

A personal code that one user shares with friends.
When a new user sells a device → Both parties get benefits.

Coupon Code

A promotional code created by Marketing to offer:

Flat Off
Extra ₹ bonus
Limited-time rewards

Coupons apply per order, not per user.

3. Referral Flow (Step-by-Step)

The Referral Program gives:

Referrer (Existing User): Earns ₹100 per successful referral
New User: Gets ₹400 extra on their first sale

Below is the complete journey.

STEP 1 — Existing User Shares Referral Link/Code

Users share via:

WhatsApp
SMS
Copy-paste code
Social media

Referral code is embedded in the sharing link.

STEP 2 — New User Lands on Website/App

The link automatically attaches:

Referral Source
Referral ID
Tracking parameters

If they downloaded the app → Referral ID is stored.

STEP 3 — New User Creates Order

During checkout, the user sees:
“Have a Referral Code?” → Apply Code

Two scenarios:

A. Referral auto-applied (via referral link)

Referral ID is pre-filled.

B. Manual Entry

User enters referral code manually.

System checks:

✔ Code validity
✔ Whether the user is NEW
✔ Whether the code is active

Referral cannot apply if the user has previous orders.

STEP 4 — Vendor Completes Order + OTP Payment

Referral bonus is awarded only after order completion.

Not triggered if:

Order is cancelled
Customer rejects price
Vendor fails to complete
Customer entered wrong info and order doesn’t finish

STEP 5 — Referral Reward Credited

Referrer Gets:

₹100 to Cashkr wallet / referral earnings panel

New User Gets:

₹100 extra added during final payout
(Shown as “Referral Bonus” in pricing breakdown)

4. Referral Validations (Internal Logic)

Referral applies only to first-time users.
Referral cannot be combined with other restricted coupons.
Referrer cannot refer themselves.
Fake/duplicate accounts are auto-blocked.
Referral reward goes only if order is successfully completed.
Referral is counted per successful order, not per lead.

5. Coupon Application Flow (Step-by-Step)

Coupons are created by the Marketing Team in the backend.

Examples:

FEST100 → Extra ₹100
MAC500 → Flat ₹500 off
WELCOME200 → First-time user bonus

STEP 1 — Customer Reaches Checkout

During order creation (last step), user sees:
“Have a coupon code?” → Enter Code

STEP 2 — User Enters Coupon

System validates:

✔ Code exists
✔ Code is active
✔ Minimum price criteria
✔ Device type conditions
✔ New/Existing user eligibility
✔ Expiry date
✔ City restrictions (if any)

STEP 3 — Coupon Applied Successfully

User sees:

Discount applied
Extra bonus added
New total receiving price

Example:
Base price: ₹5,000
Coupon: +₹100
Final payout: ₹5,100

STEP 4 — Vendor Completes Inspection

Coupon is applied only if order completes.

If a user cancels / rejects / order fails → Coupon expires automatically.

6. Coupon Validations (Internal Logic)

Coupon must be active & valid.
User cannot combine multiple coupons.
Coupon may be user-type restricted:
- New Users Only
- Returning Users Only
- City-specific
- Device-type-specific
Coupon might require a minimum device price.
Coupon benefit is added only after final approval of order.
If vendor finds lower final value after inspection, coupon bonus still applies unless invalidated by rules.

7. Admin Panel View (Internal)

Admin can see:

Referral code used
Coupon code applied
Referral bonus breakdown
Coupon amount added
Eligibility status
User details & history

Finance team uses these logs to confirm payouts.

8. Common Customer Issues & Resolutions

A. “My referral code is not applying.”

Reasons:

User already created an order before
Code entered incorrectly
Referral belongs to themselves
Code expired

Script:
“Referral codes apply only for first-time users. I will check if your account is eligible.”

B. “My coupon says invalid.”

Check:

Spelling
Validity period
Device type restrictions
Minimum price conditions
Whether coupon is expired

Script:
“This coupon is either expired or doesn’t apply to your device/order. Let me check an active code for you.”

C. “Referrer didn’t receive their ₹100.”

Check:

Did the new user complete the order?
Was referral code applied?
Was the contact number different?
Was the user new or existing?

Script:
“The reward is given only after the referred user completes their sale successfully.”

D. “My referral didn’t get ₹100 extra on price.”

Check:

Was referral code applied at checkout?
Did vendor complete the order?

9. Rules for Sales & CX Teams

✔ Always explain that referral bonus applies after successful sale
✔ Never promise coupon application without checking validity
✔ Always check user history before helping with referral issues
✔ Communicate clearly: “Referral = Rewards for both after completion”
✔ Do not manually add extra bonuses without Ops/Marketing approval

10. Short 1-Page Summary (Training Card)

Referral Flow:

Share code → New user applies → Order completes → Both earn ₹100

Coupon Flow:

Enter code on checkout → System validates → Bonus added if eligible → Applied on final payout

Important Rules:

Referral only for new users
One coupon per order
Rewards apply only after successful sale
No manual modification unless approved