Vendor Payment OTP & Confirmation Flow

For Cashkr Vendors & Internal Ops/CX Teams

1. Overview

All payments from vendors to customers happen ONLY through:

Wallet → OTP Verification → Bank Transfer

No UPI, no cash, no manual transfer.

OTP is the final confirmation step that ensures:

✔ Customer authorizes the payment
✔ Vendor cannot proceed without customer approval
✔ Bank transfer is safe & recorded
✔ Fraudulent or accidental payments are avoided

2. When Payment Happens

Vendor taps Pay Now after:

Device inspection
Final price calculated by app
Customer agrees to the price

Only then the payment module opens.

3. Payment OTP Flow (Step-by-Step)

Step 1: Vendor Taps “Pay Now”

App shows final payable amount.
Vendor confirms details.

Step 2: Customer Receives OTP

OTP is sent via SMS to customer’s registered mobile number.
Vendor must ask customer to read the OTP.

Vendor must never guess OTP or enter without customer verbal confirmation.

Step 3: Vendor Enters OTP in the App

Vendor inputs the OTP into the Payment screen.

If OTP is correct →
✔ Payment is processed automatically
✔ Wallet balance is deducted
✔ Customer gets instant bank transfer

If OTP is incorrect →
✖ Payment fails and app asks to retry

Step 4: Payment Confirmation

Once the OTP is accepted:

App shows “Payment Successful”
Transaction ID is generated
Customer receives:
✔ SMS confirmation
✔ Bank credit notification (in seconds)

Vendor gets:
✔ Payment success screen
✔ Transaction visible in Wallet history

4. Customer Communication Script

Before Payment:
“Please check the final amount.
You will receive an OTP on your phone.
Kindly read it out to me so I can complete the payment.”

After Payment Success:
“The payment is completed. You should receive an SMS or bank message shortly.
Please check once.”

5. What Happens in the System After OTP Payment?

Internally:

Wallet → Customer bank transfer triggers
Payment logs are stored
Order cannot move to “Completed” until payment is successful
Vendor cannot re-initiate payment without approval
Refund (if any) can only be done via Admin panel

6. OTP Not Received Scenarios (Common Fixes)

If customer does not receive OTP, follow these steps:

Issue	Possible Cause	Solution
OTP not coming	Network issue	Ask customer to move to open area / wait 30 seconds
OTP delayed	SMS provider delay	Tap Resend OTP
Phone on DND	DND blocking transactional SMS	Ask customer to turn off DND
Wrong number	Customer using different SIM	Confirm number in the order
SIM error	SIM blocked / offline	Ask customer to restart mobile

If still not received

Vendor must contact Vendor Support (not use offline payment).

7. Important Rules Vendors Must Follow

Mandatory Rules

✔ OTP must be received AND confirmed by customer
✔ Payment must happen BEFORE taking the device
✔ Vendor must show the “Payment Successful” screen

Strictly Prohibited

✖ Paying with cash
✖ Paying via Google Pay or PhonePe
✖ Taking OTP from someone else
✖ Guessing OTP / entering random digits
✖ Taking device without payment

Fraud Example (Zero Tolerance)

Vendor enters random OTP →
Payment failure →
Takes device →
Order will be marked as fraud →
Vendor gets blocked + police complaint possible

8. After Payment: Order Completion Flow

Once payment is successful:

Vendor collects device
Vendor taps Mark as Completed
Order moves to Completed Orders
Transaction visible in Payment History

9. Refund Rules (If Payment Was Reversed by Cashkr)

Refund happens only through Admin panel, never by vendor.

Refund includes:

Wallet amount returned
Credits returned (if applicable)

Refund is processed when:

Customer price dispute
Wrong payment
Order cancellation allowed by Ops
Vendor failure corrected

10. Internal Training Notes for Teams

Ops Team

Ensure vendors follow OTP process
Monitor payment disputes
Handle wrong number cases

CX Team

Explain OTP payment to customers
Handle “payment not received” complaints
Verify transaction IDs

Finance Team

Reconcile wallet → bank transfers
Track reversals & refunds
Maintain vendor wallet ledger

Tech Team

Maintain OTP gateway
Monitor payment failure logs
Fix SMS delivery delays

11. Quick Summary (Easy for Vendors)

Inspect device → Show final price → Tap Pay Now → Customer gets OTP → Enter OTP → Payment Success → Collect Device → Complete Order.