Vendor Onboarding Process
Call → Verification → Approval
For Cashkr Ops, Vendor Team, CX, and Finance
1. Overview
This SOP ensures that every vendor who joins Cashkr:
Is verified properly
Understands Wallet & Credits
Meets quality/SLA standards
Is trained before taking orders
Gets activated with all permissions
This prevents fraud, SLA violations, and payment disputes.
2. Stages of Vendor Onboarding
There are 3 major stages:
Onboarding Call (Initial Screening)
Verification (Document + Field + Compliance Check)
Approval & Activation (Account Setup + Training)
3. Stage 1 – Onboarding Call (Screening Call)
Performed by: Vendor Onboarding Associate / Ops
3.1 Objective
Understand vendor capability
Identify seriousness & professionalism
Explain business model
Check area/device coverage
Filter out timepass / low-interest vendors
3.2 Call Script (Short & Effective)
Introduction
“Hello, I’m calling from Cashkr regarding your interest to become a pickup partner. Is this a good time?”
Qualification Questions
Ask these 8 mandatory questions:
Are you a full-time or part-time vendor?
Which city and areas do you cover?
Which device types can you handle? (Phones / Laptops / Mac / Tablets)
Do you have transport for pickups? (Bike mandatory)
Are you comfortable paying customers on the spot using the app?
Do you understand that final price depends on inspection?
Do you have valid ID proof and address proof?
Are you comfortable maintaining daily SLA? (Timely pickup, no fraud, proper behavior)
Explain Basic Model
“Cashkr sends you orders →
You unlock order →
Inspect device →
Pay customer via Wallet →
Complete order.”
Wallet + Credits Explanation (Short)
Wallet = real money you use to pay customers
Credits = unlock orders
Both required → unlock order
Call Outcome
If vendor is suitable → move to Verification step
If NOT suitable → reject politely & close lead
4. Stage 2 – Verification
Performed by: Vendor Verification Team (Onboarding Team)
Verification has 4 parts:
**4.1 Document Verification
Vendor must upload:
Aadhaar Card / PAN Card
Address Proof (Electricity bill, rent agreement, etc.)
Bank Account Details
Gumasta / Aadhaar Udyog / GST Certificate
Shop BillBoard with Shop Photo
Profile photo for App / Selfie
Team checks:
✔ Names match
✔ Bank account valid
✔ Photo clear
✔ Aadhaar authenticity (basic)
✔ No mismatch in signature/address
4.2 Background & History Check
Internal team checks:
Fraud history on other platforms
Any prior blocks on Cashkr
SLA behavior with other services
Area coverage availability
Competition density in that pincode
4.3 Area & Capability Verification
Check:
Vendor location
Pincode coverage
Transport availability
Device expertise
Availability hours
Past experience
If vendor seems weak → put on Trial Mode (limits added).
4.4 App Demo & Test (Mandatory)
Ask the vendor to:
Download Cashkr Partner App
Complete profile
Learn:
How to unlock order
How to inspect device
How to request OTP from customer
How wallet payment works
Perform a mock test on inspection steps
If vendor can't use app → training required before activation.
5. Stage 3 – Approval & Activation
Performed by: Admin Panel Team + Ops Manager
After verification, the vendor goes through final approval flow:
5.1 Account Approval Checklist
Requirement | Must Pass? |
|---|---|
Documents Verified | ✔ |
Bank Details Verified | ✔ |
Wallet Account Activated | ✔ |
Credits Assigned | ✔ |
No Fraud History | ✔ |
Completed Training | ✔ |
Area Coverage Confirmed | ✔ |
Device Expertise Valid | ✔ |
Minimum Working Hours | ✔ |
5.2 Assign Initial Limits
Team sets:
Max Leads / Unlock Limit
Example:New Vendor → 5/day
Trial Vendor → 2/day
Experienced Vendor → 20/day
SLA Watch Mode for first 7 days
5.3 Send Welcome Message
Send automated WhatsApp/SMS:
“Welcome to Cashkr!
Your vendor account is now active. You can now start unlocking orders. For any help, contact Vendor Support.”
6. Post-Onboarding (First 7 Days)
Vendor is monitored for:
Pickup delay
Fraud attempts
Behaviour with customers
Price mismatch complaints
OTP issues
App usage issues
If vendor fails >3 times in first week →
Hold + Retraining
If vendor performs well →
Increase lead limit.
7. Internal Roles & Responsibilities
Vendor Onboarding Associate
Makes call
Screens vendor
Explains model
Schedules verification
Verification Team
Document check
Background check
App training
Area validation
Ops Manager
Final approval
Set limits
Assign SLA monitoring
Finance Team
Verify bank account
Setup virtual wallet account
Track vendor top-ups & payouts
CX / Support Team
Help vendors with training issues
Resolve wallet/credit queries
Manage early-stage escalations
8. Common Rejections & Reasons
Reason | Explanation |
|---|---|
No transport | Vendor must be able to travel for pickups |
Missing documents | Aadhaar/PAN mandatory |
Fraud suspicion | Any mismatch in KYC or past behavior |
Low professionalism | Rude behavior / poor communication |
No bank account | Required for wallet setup |
Not comfortable with OTP payments | Mandatory for Cashkr flow |
Area already full | Too many vendors in same pincode |
9. Full Flow Summary (10 Steps)
1) Vendor fills interest form
2) Onboarding call
3) Qualification questions
4) Document submission
5) Verification check
6) App demo & mock test
7) Approval checklist
8) Limits & SLA rules assigned
9) Welcome message
10) 7-day performance monitoring