Return / Payment Confirmation Script

Used by: CX Executives / Support Staff

Purpose:

To guide CX teams when responding to customers who ask about payment status, return confirmations, or refund updates after inspection or order failure.

🎯 Objective

To ensure customers receive:

Transparent and timely updates
Accurate payment status information
Clear communication on return or refund timelines
Assurance that their money and device are safe with Cashkr

🧩 When This Script Applies

Category	Common Customer Questions
💳 Payment Status	“Has my payment been made?” / “When will I get the money?”
🔁 Return Flow	“My phone was taken but order shows failed.”
📦 Refund	“When will my credits be refunded?” / “Is refund approved?”
⚙️ Payment Proof	“Can you share the payment reference or screenshot?”

🗣️ Script Overview

A. When Customer Asks “When Will I Receive Payment?”

“Thank you for checking!

Once your order is marked Completed in the system, payment is processed instantly through our secure payment partner to your registered account.”

“If the payment hasn’t reflected yet, please allow up to 24 working hours for your bank to process it.”

If still pending beyond 24 hrs:

“Could you please confirm your bank name and last 4 digits of the account? I’ll check with our Finance Team to verify the transaction status.”

B. When Payment Is Done but Customer Didn’t Receive It

“I understand how important this is.

The payment was successfully processed from our end on [Date/Time]. Sometimes, certain banks take slightly longer to reflect the credit.

You can also check your SMS or online banking for a transaction from Cashkr / Razorpay / [Payment Partner Name].”

If customer still insists:

“No worries — I’ll escalate this for payment trace verification and share the UTR/reference number once confirmed.”

(CX must check Admin Panel → Vendor Payment → Status → Transaction ID/UTR.)

C. When Customer Asks About Refund (Credit / Order Cancelled)

“Your refund has been approved and is being processed.

Refunds are always made to the same source account or Wallet used during the order.”

“Usually, it takes 24–48 working hours to reflect depending on your bank.”

If refund not yet processed:

“I can see your refund request is under review. Once verified by our team, the amount will be released automatically to your registered account. You’ll receive a confirmation SMS immediately after that.”

D. When Customer Asks About “Return” After Failure or Dispute

“I understand your concern — if the device inspection didn’t meet Cashkr’s acceptance policy, it’s returned to the same pickup address.

Once our logistics team dispatches it, you’ll receive a return tracking ID via SMS/WhatsApp.”

“Please note, Cashkr never holds a rejected device. Every return is processed within 24–48 hours after order failure confirmation.”

E. When Payment or Refund Is “Under Review”

“Your payment is currently under internal review — this usually happens if there’s a mismatch in account details or pending verification.

I’ve flagged your case to the Finance Team for prioritization. You’ll receive an update within the next 24 hours.”

(CX should mark ticket tag: “Finance Pending – Payment Under Review” in CRM.)

F. When Customer Requests Payment Proof

“Sure! The payment was made via [UPI/Bank Transfer] on [Date] for ₹[Amount].

Here’s the reference number: [UTR/Transaction ID].

Please use this number to verify with your bank.”

If not yet available:

“The UTR number usually becomes available once the bank confirms the transaction. I’ll send it to you as soon as it’s updated in our panel.”

G. Tone & Empathy Lines to Use

✅ “I completely understand how important timely payment is — let’s get this resolved quickly.”

✅ “You don’t have to worry — Cashkr ensures payment for every approved order without exception.”

✅ “I’ll make sure this is double-checked and confirmed for you.”

Avoid ❌:

“I don’t know.”
“You’ll have to wait.”
“We can’t do anything.”

Replace with ✅:

“Let me verify the status for you right away.”

H. Internal CX Workflow (Return / Payment)

Step	Action	Owner
1️⃣ Customer contacts CX	Log query in CRM	CX Executive
2️⃣ Verify order ID	Check Admin Panel → Payment/Return tab	CX
3️⃣ If “Completed”	Confirm payment sent	CX
4️⃣ If “Pending”	Raise finance check	CX
5️⃣ If “Failed”	Confirm return initiated	CX
6️⃣ Close ticket after confirmation	Update CRM with tag	CX Manager

I. Example Ready-to-Use Replies

Chat / WhatsApp – Payment Pending:

“Hi 👋 your payment for Order ID [####] is under processing. It’s released from Cashkr’s side and usually reflects in 24 working hours depending on your bank. You’ll receive a confirmation SMS once it’s done.”

Chat / WhatsApp – Refund Approved:

“Hi [Name], your refund of ₹[Amount] has been approved and will reflect in your account within 48 working hours. You’ll receive a confirmation once the transfer is complete.”

Email – Return Confirmation:

“Dear [Customer Name],

Your device return has been approved. It will be shipped back to your registered pickup address within 24–48 hours. You’ll receive tracking details once dispatched.

Regards,

Cashkr Support Team”

J. CX Escalation Tags

Case Type	Escalate To	Time Limit
Payment pending >24 hrs	Finance Team	1 working day
Refund pending >72 hrs	Ops Manager	1 working day
Return not dispatched >48 hrs	Logistics	Same day
Customer dissatisfaction	CX Lead	Immediate

K. Final Wrap Example

“Thank you for your patience, [Name].

I’ve double-checked — your payment is secure and being processed through our verified banking partner.

You’ll receive the confirmation shortly. If it doesn’t reflect in 24 hrs, I’ll personally follow up and update you.”