Vendor Behavior Guidelines (Do’s & Don’ts at Pickup)

For Cashkr Partner Vendors – Mandatory Conduct Rules

1. Purpose of This SOP

To ensure:

✔ Professional, polite, safe service to customers
✔ Zero complaints
✔ High SLA & order completion rate
✔ Prevention of fraud or miscommunication
✔ A consistent Cashkr customer experience

Vendor behavior directly affects Cashkr's brand, customer trust, and repeat orders.

2. Before Reaching Customer Location

Do’s

✔ Call the customer 10–20 minutes before reaching.
✔ Wear neat clothing (basic professionalism).
✔ Carry a fully charged phone.
✔ Keep Cashkr app logged in.
✔ Bring required tools (charger, power bank).
✔ Check Google Maps before starting.
✔ Travel safely and avoid rash driving.

Don’ts

✖ Do NOT go to the location without calling.
✖ Do NOT delay pickup beyond scheduled time.
✖ Do NOT ask customer for extra charges, hidden fees and phone number.
✖ Do NOT smoke, chew tobacco, or behave unprofessionally.

3. At Customer’s Doorstep (First Interaction)

Do’s

✔ Greet politely:
“Hello, I am from Cashkr for the device inspection and pickup.”
✔ Confirm customer name calmly.
✔ Maintain friendly body language.
✔ Show your Cashkr app if customer asks for verification.
✔ Stand at an appropriate distance (respect personal space).
✔ Remove helmet/sunglasses before talking.

Don’ts

✖ Don’t speak rudely, arrogantly, or in a commanding tone.
✖ Don’t enter the customer's home unless they invite you.
✖ Don’t intimidate or pressure the customer.
✖ Don’t talk on phone unnecessarily during pickup.

4. During Device Inspection

Do’s

✔ Explain the inspection process step-by-step.
✔ Handle device gently as if it belongs to you.
✔ Ask permission before testing features.
✔ Check IMEI/Serial in front of customer.
✔ Be transparent with any defects found.
Example:
“There is a screen spot here, so the price may reduce slightly as per app rules.”
✔ Update real condition honestly in the app.
✔ Show customer the app-calculated price.

Don’ts

✖ Do NOT intentionally mark wrong condition to reduce price.
✖ Do NOT open the device or attempt any repair.
✖ Do NOT use personal tools without customer permission.
✖ Do NOT mislead the customer about market price.
✖ Do NOT bargain outside app pricing.

5. Explaining Final Price

Do’s

✔ Always show the app's final price.
✔ Explain reduction politely if condition differs.
✔ Use neutral language:
“The app automatically calculates the price based on the condition we found.”
✔ If customer refuses, mark Customer Rejected Price professionally.

Don’ts

✖ Don’t argue or raise voice.
✖ Don’t pressure customer to accept a price.
✖ Don’t compare Cashkr with competitors aggressively.
✖ Don’t say “price is too low because Cashkr takes commission”.

6. Payment Behavior (OTP Payment)

Do’s

✔ Use ONLY the Cashkr app for payment.
✔ Explain payment flow:
“You will receive an OTP. Please read it out so I can complete payment.”
✔ Verify successful payment on both screens.
✔ Thank customer after payment is completed.

Don’ts

✖ Do NOT use Google Pay, PhonePe, Paytm, or cash.
✖ Do NOT take device before payment is completed.
✖ Do NOT ask for customer banking PIN or sensitive info.
✖ Do NOT enter OTP without customer reading it aloud.

7. Device Collection After Payment

Do’s

✔ Pack the device properly.
✔ Confirm accessories (charger, cable) as per app.
✔ Ask customer if they need any help resetting the device.
✔ Thank the customer for using Cashkr.

Don’ts

✖ Don’t take any extra items not mentioned in the order.
✖ Don’t force customer to remove passwords if they don’t want help.
✖ Don’t forget to mark order as Completed.

8. Behavior in Difficult Situations

If customer refuses price

✔ Stay calm
✔ Do not argue
✔ Mark “Customer Rejected Price” and leave politely

If customer is rude

✔ Maintain professionalism
✔ Do not react
✔ Report to Ops

If device condition doesn't match

✔ Show clear proof (spot, crack, battery health)
✔ Let app decide price

If customer delays payment OTP

✔ Wait politely
✔ Explain why OTP is necessary
✔ If still refusing, mark OTP Not Provided

9. Behavior That Leads to Immediate Penalty

The following behaviors cause credit deduction, SLA strike, hold, or permanent deactivation:

Strictly Prohibited (Zero Tolerance)

❌ Asking customer for extra money
❌ Trying offline UPI or cash
❌ Being rude or abusive
❌ Fraudulent inspection (fake dents, wrong IMEI)
❌ Taking device without payment
❌ Marking “Customer Not Available” without visiting
❌ Negotiating outside app pricing
❌ Threatening or intimidating customer
❌ Delaying intentionally to push cancellation

10. Professionalism Standards

All Cashkr vendors must maintain:

Clean appearance
Respectful language
Honest behavior
Clear communication
Time discipline
No shortcuts or cheating

Vendor = Face of Cashkr
Good behavior = More orders + High ratings + More commission

11. Customer Experience Guidelines

Always ensure customer feels:

Safe
Respected
Understood
In control
Satisfied

A positive experience = repeat sales + higher trust.