Return Flow & Payment Confirmation

For Customer Experience, Vendor Ops, Finance & Support Teams

1. Purpose of This SOP

To define:

When a device return is initiated
How to confirm if payment was made
How to reverse wrong transactions
How support teams must handle customer/vendor expectations
How Ops uses admin panel for final resolution

Goal:
✔ Zero confusion
✔ Accurate tracking
✔ Faster resolution
✔ No financial errors
✔ Proper audit trail

2. When Does a Return Happen? (Valid Reasons)

A device return is initiated ONLY in these cases:

A. Wrong Inspection by Vendor

Examples:

Vendor selected incorrect condition
Wrong model entered
IMEI mismatch
Incomplete or careless inspection

B. Order Completed But Issue Discovered Later

Examples:

Wrong payment amount
Item DOA or misclassified
Fraud suspicion requiring verification

C. Payment Problem During Pickup

Examples:

Vendor completed order but payment not received
Vendor entered wrong customer number

D. Internal Operations Correction (Rare)

Device belongs to different order
Duplicate processing
Return mandated by Ops Manager after QA check

Returns are NEVER done for “change of mind” after OTP payment.

3. Key Rule to Remember

Once OTP is entered and payment is made, the ownership shifts to Cashkr.
Return only happens when Ops confirms vendor fault or system fault.

4. Complete Return Flow — Step-by-Step

STEP 1 — Issue Reported

Reported by:

Vendor
Customer
QC Team
Finance
CX Team

CX logs details:

Order ID
Issue type
Payment status
Vendor explanation
Customer explanation
Photos (if required)

STEP 2 — Verify Payment Status (Payment Confirmation)

Before ANY action:

CX/Finance must check:

Vendor Wallet transaction
Bank payout logs
Payment timestamp
Customer SMS/Bank screenshot
UPI reference ID / Transaction ID

If needed:

Finance matches:

Vendor screenshot
Bank statement
Admin Panel entry

Rule:
No payment = No return. Instead → Resolve payment first.

STEP 3 — Ops Team Validates Inspection Error

Vendor Ops checks:

Inspection photos
Device condition
IMEI match
Notes written during completion
Pricing logic applied
Any customer or vendor voice notes

If vendor fault confirmed → Proceed to Return Flow
If customer fault → No return
If unclear → escalate to Ops Manager

STEP 4 — Return Approval (Ops Manager Only)

Return must be approved by:

Ops Manager (Mandatory)
Finance (if payment reversal required)

Approval added as internal note in Admin Panel.

STEP 5 — Schedule Device Return to Customer

Vendor Ops arranges:

Same vendor
or
New vendor (if previous vendor made a mistake)

Vendor receives “Return Pickup” assignment.

Vendor must:

Call customer
Go for delivery
Return the device
Take acknowledgement (photo or signature)

STEP 6 — Adjustments in Admin Panel

Admin Team updates:

A. Reverse Order Status

From “Completed” → “Returned / Reversed”

B. Reverse Vendor Credits

Return credits that were deducted for order unlock if:

Vendor at fault → Deduction applied
Customer at fault → Full refund of credits
Ops/system fault → Adjustments per case

C. Reverse Wallet Deduction (If Payment Reversal Needed)

If payment wrongly transferred, Finance adjusts from:

Vendor wallet
Cashkr internal wallet
Future settlement offset

STEP 7 — Customer & Vendor Confirmation

After device returned:

✔ Customer confirms they received device back
✔ Vendor confirms handover
✔ CX closes the ticket

If payment reversal applied:

✔ Finance confirms refund
✔ Customer receives SMS for refund
✔ CX sends final confirmation message

5. Payment Confirmation Steps (Standalone SOP)

Whenever a payment issue is reported:

A. If Customer Says “I Didn’t Receive Payment”

Steps:

Ask for 2–5 minutes waiting
Verify vendor wallet deduction
Check payout logs
Validate UPI ID/contact number
Ask customer to check:

SMS
Bank app
UPI app
Spam folder

If still not seen → Escalate to Finance

Script:
“Payment sometimes takes 1–5 minutes. I’m verifying the transaction from our side.”

B. If Vendor Says “Payment Failed / Didn’t Go Through”

Steps:

Ask vendor for error screenshot
Ask vendor to check:
- Wallet balance
- Network
In admin panel → Payment Status
If deduction but no payout → Finance resolves
If payout but no credit → Customer bank delay

C. If Wrong Customer Number Was Entered

Steps:

Confirm transaction ID
If payment went to wrong number → Ops Manager approves correction
Finance reverses amount internally
Payment re-initiated to correct customer UPI

6. Rules for Vendor Responsibility (Vendor Fault Cases)

Vendor is responsible when:

Wrong inspection
Wrong IMEI
Wrong customer number
Payment not triggered correctly
Rude behaviour causing escalation
Taking device before payment
Miscommunication leading to dispute

Actions applied:

Credit deduction
SLA strike
Hold / deactivation (based on severity)
Mandatory retraining

7. Rules for Customer Responsibility (Customer Fault Cases)

Customer is responsible when:

Gave wrong device information
Provided wrong UPI number
Provided wrong model details
Demanded return after OTP completion (not allowed)
Changed mind after pickup

Actions applied:

No return
CX explains policy
No refund unless internal fault

8. Communication Templates for CX

A. Return Approved

“We’re arranging your device return. Our partner will contact you shortly.”

B. Return Not Eligible

“Once the payment is completed using OTP, the order cannot be reversed unless there was an inspection or technical error. In this case, the device is not eligible for return.”

C. Payment Under Review

“We’re verifying the transaction details with our finance team. Please give us 1–2 hours while we complete the check.”

D. Final Resolution Message

“Your case is now closed. Please let us know if you need any further assistance.”

9. Internal SLA for Return Resolution

Task	Responsible	SLA
Payment verification	Finance	1–2 hours
Vendor inspection review	Ops	2 hours
Return approval	Ops Manager	Within 12 hours
Vendor assigned for return	Ops	Same day
Device returned	Vendor	24–48 hours
Admin panel updates	CX/Ops	Same day

10. One-Page Summary (Training Card)

Return Happens ONLY When:

Vendor fault
System fault
Wrong inspection
Wrong payment
IMEI mismatch

Return Does NOT happen for:

Customer changed mind
Customer regret after OTP
Price dissatisfaction
Customer fault errors

Payment Confirmation Checks:

Vendor wallet
Payout logs
Bank SMS
Transaction ID
Admin Panel status

Teams Involved:

CX → Logs issue
Ops → Validates fault
Finance → Confirms payment
Vendor Ops → Executes return
Admin → Reverses credits