Using the Vendor App (Login, Dashboard, Order Unlocking)

For Cashkr Vendors & Internal Ops Training

1. Overview

This SOP teaches vendors exactly how to use the Cashkr Partner App, starting from login to unlocking and managing orders.

Covers:

Login
Dashboard
Order Unlock
Wallet & Credits check
Order flow
Common issues

2. Login Process

2.1 Step-by-Step Login

Open the Cashkr Vendor App.
Enter your registered mobile number.
Tap “Get OTP”.
Enter the 6-digit OTP received via SMS.
App verifies OTP → redirects to Dashboard.

2.2 Login Rules

Only registered & approved vendors can log in.
OTP must match the registered phone number.
If OTP not received →
- Check network
- Retry after 30 seconds
- Contact Vendor Support if still failing

2.3 When Login Fails

Issue	Reason	Solution
OTP not coming	Network / SIM issue	Retry / Restart phone
Account not found	Vendor not approved yet	Contact Ops Team
App crash	Old version	Update app
Incorrect OTP	Wrong entry	Retry

3. Dashboard Overview

When vendor logs in, the Dashboard shows:

3.1 Key Sections

a) Wallet Balance (₹)

Real money available to pay customers.
Must maintain sufficient balance.

b) Credits Balance

Virtual points used to unlock orders.
Credits deducted instantly when unlock happens.

c) Active Orders

List of orders vendor is currently handling.

d) Available Orders

Orders vendor can unlock (based on area + pincode).

e) Completed Orders

History of all successfully closed orders.

f) Failed / Returned Orders

Orders cancelled due to:

Wrong inspection
Device mismatch
Customer denial
Vendor error
Order reversal

4. How Order Unlocking Works (VERY IMPORTANT)

4.1 Flow Summary

Vendor sees an Available Order
Vendor checks credits required
System checks vendor’s Credits + Wallet balance
If both are sufficient → Unlock allowed
Vendor receives full customer details
Vendor calls customer & schedules pickup
Vendor inspects device at customer location
Vendor pays customer via Wallet OTP
Order completed

5. Step-by-Step: Unlocking an Order

Step 1: Go to “Available Orders”

Tap the “Available Orders” tab.
You will see a list of orders in your area.

Step 2: Check Order Details

Each order card shows:

Device model
Expected condition
Expected price
Credits required
Pickup pincode

Step 3: Tap “Unlock Order”

When you choose an order, tap Unlock Order.

Step 4: System Performs Auto Check

The system verifies:

✔ Credits balance ≥ Required credits
✔ Wallet balance is enough to pay customer
✔ Vendor is allowed in that pincode
✔ Vendor not on temporary hold
✔ Vendor has not exceeded daily limit

If all checks pass → Unlock Successful

Credits get deducted immediately.

6. What Vendor Gets After Unlocking

Once unlocked, vendor receives:

Customer full name
Address & Google map location
Selected condition
Expected price
Order ID
Device details

Vendor must call the customer within 10 minutes.

7. Pickup & Inspection Flow (Short)

Step-by-Step

Call customer
Reach address
Inspect device physically
Update device condition in app
App calculates final price
Vendor clicks Pay to Customer
Customer gets OTP
Vendor enters OTP → Payment successful
Vendor collects device
Mark order as Completed

8. Wallet Payment Flow

How to Pay Customer

Tap Pay Now
Final price appears
Customer receives OTP
Vendor enters OTP
Payment sent from Wallet → Customer bank account

Important Notes

Only Wallet balance is used
No Cash allowed
OTP must be provided by customer
Vendor should never ask for customer’s PIN or banking details

9. Common Issues During Order Unlocking

Issue	Cause	Solution
Cannot unlock order	Low credits	Add credits / contact support
Cannot unlock order	Low wallet	Refill wallet
Order already unlocked by someone else	Another vendor was faster	Try next order
“You are on hold” message	SLA issues / manual hold	Contact ops
Pickup pincode blocked	No coverage for that vendor	Ask for new coverage approval

10. Vendor Best Practices (Training Points)

Always:

Call customer fast
Maintain polite behavior
Reach on time
Pay instantly via wallet
Upload correct inspection results
Do not do fraud (IMEI mismatch, pricing manipulation)

Never:

Collect extra charges
Delay payment
Force customer for price
Take device before OTP confirmation

11. App Sections Explained in One Line

Section	Meaning
Dashboard	Wallet + Credits + Overview
Available Orders	Orders ready to unlock
Active Orders	Orders already unlocked
Completed Orders	Successfully done pickups
Failed Orders	Cancelled orders (reason visible)
Profile	KYC, bank details, app settings
Support	Chat/Call support for issues

12. Quick Overview Flowchart

Login → Dashboard → Available Orders → Unlock → Customer Details → Pickup → Inspect → Pay (OTP) → Complete Order

13. Internal Team Responsibility

Vendor Management Team

Monitor unlock issues
Handle pincode access
Manage vendor performance

Vendor Support

Teach wallet & credits
Solve unlock errors
Guide inspection rules

CX Team

Handle complaints
Resolve payment doubts
Educate customers about OTP flow