Store Vendor Payment & Pickup Process Script

Used by: Store Partnership / Channel Expansion Team

Purpose:

To train internal Onboarding Associates on how the payment and pickup system operates for B2Ch (Store) Vendors — including Wallet flow, transaction handling, daily collection, and system reconciliation.

🎯 Objective

To ensure every Onboarding Associate clearly understands:

How payments are initiated and processed within the app
When and how vendors collect devices from stores
What verification, receipt, and tracking steps are involved
How Cashkr monitors Wallet balances, payouts, and reversals

🎙️ Internal Training Script for Onboarding Associates

🗣️ 1. Purpose of This Flow

Associate Explanation:

“In the store model, the vendor’s responsibility doesn’t end with quoting and verifying a device.

Their two key roles are:

1️⃣ Making instant, verified payments to customers via Wallet or vouchers.

2️⃣ Ensuring secure end-of-day collection of all devices that were sold that day.

Both actions happen within the Cashkr Vendor App, ensuring full traceability and compliance.”

🗣️ 2. How Payment Works Inside the App

Associate Explanation:

“After customer verification and ID upload, the app automatically moves to the payment screen.

The vendor sees two options:

Option 1 — Instant Transfer:

• Vendor selects ‘Instant Payment’.

• The app deducts the amount directly from the vendor’s Wallet balance.

• The customer receives money instantly in their linked account or UPI.

Option 2 — Store Voucher:

• Vendor selects ‘Issue Voucher’.

• The system generates a store-specific voucher code worth the quoted price + extra bonus amount (e.g., ₹500 extra).

• The customer can redeem that voucher at the same store for a new purchase.

Both methods are completely handled inside the app — there is no manual or external payment step.”

🗣️ 3. Wallet Functionality

Associate Explanation:

“The vendor’s Wallet is the central point for all customer payouts.

The Wallet is topped up by the vendor through bank or UPI transfers to Cashkr’s virtual account.
Once topped up, the balance becomes visible inside their app.
Whenever a payment is made to a customer, that exact amount is deducted instantly.
The customer receives it directly in their account, and a transaction ID is generated automatically.

Wallets are vendor-specific and traceable, ensuring every payout has a recorded source.”

🗣️ 4. What Happens After Payment Completion

Associate Explanation:

“As soon as payment is made (or a voucher is issued):

• The order is marked as ‘Completed’ in both the vendor and store app.

• The customer receives a digital confirmation on their number.

• The vendor’s ‘Completed Orders’ list updates instantly.

From that point, the device becomes ready for end-of-day collection.”

🗣️ 5. End-of-Day Collection Process

Associate Explanation:

“At the end of the day, each vendor or their associate must collect all devices that were:

• Successfully completed and paid for, or

• Marked as voucher transactions.

Here’s the correct end-of-day flow:

1️⃣ Open the ‘Completed Orders’ tab in the Vendor App.

2️⃣ Verify IMEI/Serial numbers of each device at the store.

3️⃣ Collect all devices and mark them as ‘Collected’ in the app.

4️⃣ Store hands over devices only after this confirmation.

This ensures all payouts are linked to collected inventory — preventing fraud or duplicate claims.”

🗣️ 6. Order Tracking and Visibility

Associate Explanation:

“Each order handled through the app has three final statuses visible in the vendor dashboard:

✅ Completed & Collected — Payment done, device collected.

❌ Completed but Pending Collection — Payment done, not yet picked up.

⏳ Voucher Issued — Customer opted for store voucher; device remains at store until voucher redeemed.

The Operations team monitors these daily to ensure every transaction is closed within the same day or next morning.”

🗣️ 7. Refunds & Reversals (If Any)

Associate Explanation:

“Refunds or reversals are rare in the store model since device checks happen on the spot.

But if a vendor mistakenly pays for a non-eligible or misreported device, the process is:

1️⃣ Vendor raises a ticket in the app within 24 hours under ‘Refund Request.’

2️⃣ Cashkr team reviews transaction ID, customer details, and device photos.

3️⃣ If approved, the refunded amount is credited back to the vendor’s Wallet directly.

No manual settlements are done outside the system.”

🗣️ 8. Daily Wallet Monitoring

Associate Explanation:

“Vendors must always maintain a sufficient Wallet balance to handle customer payouts during the day.

• Minimum Wallet requirement: ₹5,000 (varies by store volume).

• If balance is low, the app automatically restricts new payment completions.

• Vendors can top-up anytime; balance updates within 5–10 minutes after bank transfer.

Onboarding Associates must emphasize this during training — no payment should be delayed due to Wallet shortage.”

🗣️ 9. Payment Security & Audit Trail

Associate Explanation:

“Every single transaction — payment or voucher — is digitally recorded with:

• Order ID

• Transaction ID

• IMEI / Serial Number

• Customer ID Proof & OTP Verification

• Payment Mode (Wallet / Voucher)

This creates a secure audit trail for both vendor and Cashkr, reducing disputes and maintaining trust with stores.”

🗣️ 10. Operational SLA Reminders

Associate Explanation:

“The SLA for store vendors is different from home pickup vendors:

• Payments and ID uploads must be completed on the spot — no pending orders.

• All devices must be collected the same day before store closure.

• Wallet balance should be checked and refilled before the next working day.

Delays in collection or missing payment confirmations trigger automatic SLA flags visible to the Ops Manager.”

🧩 Internal Team Notes (Quick Reference)

Step	Function	Key Responsibility	Verification
1	Payment	Vendor initiates payout or voucher	Auto-confirmed in system
2	Wallet	Funded by vendor, used for payouts	Balance check before activation
3	Device Collection	Same-day pickup from store	Marked “Collected” in app
4	Refunds/Reversals	Rare, handled through app	Processed by Ops review
5	Reporting	Daily reconciliation	Dashboard summary verified

🧾 Key Talking Points for Associates

✅ “All customer payments and vouchers are handled entirely inside the app — no external UPI or manual transfer.”

✅ “Vendors must collect all paid devices by end of day — nothing should remain pending.”

✅ “Wallet balance = payout capacity. If Wallet is empty, the vendor can’t complete new orders.”

✅ “Refunds, if any, are processed digitally within the app only.”

✅ “Audit trails protect both Cashkr and vendors — every payment has a matching ID, IMEI, and timestamp.”