🎯 Purpose: To help support agents quickly share key resource links (Terms & Conditions or FAQs) via chat when a customer asks about policies, process, payments, or guarantees. 🪜 Step-by-Step Guide 🔗 Step 1: Use Pre-Saved Links ✅ FAQ Lin ...
🎯 Purpose: To ensure customer complaints are re-opened and handled promptly if the issue still persists after a ticket was marked as resolved in CX Genie (cx.cashkr.com). 🪜 Step-by-Step Process 🧾 Step 1: Confirm the Ticket ID or User Details Ask ...
🎯 Purpose: To assist customers who have selected the wrong device model while placing their order and want to correct it before or during pickup. 🪜 Step-by-Step Guide 🧾 Step 1: Confirm the Correct Model Politely ask: “No problem! ...
🎯 Purpose: To guide the support/sales team in professionally handling situations where a customer insists on getting a higher price than shown in the Cashkr system. 🪜 Step-by-Step Response Flow 🧏 Step 1: Acknowledge Their Expectation “ ...
🎯 Purpose: To ensure every new Customer Experience (CX) team member is properly onboarded to all required tools, with access, basic training, and usage protocols. 🪜 Step-by-Step Onboarding Process 🧾 Step 1: Access Provisioning (Day 1) Ensure ...
🎯 Purpose: To help agents explain why the final payment may differ from the estimated quote and guide users with clarity and transparency. 🪜 Step-by-Step Process 🧾 Step 1: Check Order Logs Go to Admin Panel → Orders → [Search O ...
🎯 Purpose: To help agents give a simple, confident explanation of how Cashkr works in under 30 seconds, especially on calls or WhatsApp chats. 🧾 Quick Explanation Script (Standard Version): “Cashkr is an online platform where you can sel ...
🎯 Purpose To respond professionally to customers complaining about delay in pickup and ensure issue is either resolved or escalated. 📍 When does this apply? Customer says things like: “Nobody came to pick up my phone.” ...
🎯 Purpose: To address customer complaints regarding vendor behavior calmly and professionally, while ensuring proper escalation for internal review. 🪜 Step-by-Step Response Process 🧏♂️ Step 1: Acknowledge the Complaint Sincerely “ ...
🎯 Purpose: To clearly explain why the online estimated price may differ from the final payout after pickup, and handle objections professionally. 🪜 Step-by-Step Explanation Flow 🧏 Step 1: Acknowledge the Confusion “I understand the pri ...
🎯 Goal: Calm the customer, avoid false promises, and log the complaint properly for backend resolution. 👥 When does this apply? Customer says: “I didn’t get the money yet.” “Vendor picked up but I didn’t ...
🎯 Purpose: To understand why the user rated only 3 stars, address any issues, and attempt to convert it to a 5-star review through thoughtful engagement. 🪜 Step-by-Step Process 🔍 Step 1: Read the Review Carefully Check if the 3-star review m ...
🎯 Purpose: To properly escalate and resolve cases where a pickup was scheduled but the vendor did not show up or failed without valid reason. 🚨 Definition of Ghost/No-Show Pickup: Pickup slot is confirmed but: Vendor did not attempt picku ...
🎯 Purpose: To help users easily find and track the status of their order from either the website or mobile app. 🪜 Step-by-Step Guide 💻 If User is on the Website : “You can check your order status by logging into your account and ...
🎯 Purpose: To properly address and resolve cases where customers complain that the pickup vendor did not arrive in the selected time slot. 🪜 Step-by-Step Process 🧾 Step 1: Apologize and Acknowledge Respond politely: “I’m really sorry ...
🎯 Purpose: To guide CX agents on how to verify and respond when a customer claims that no vendor contacted them after placing an order. 🪜 Step-by-Step Response Flow 🧾 Step 1: Acknowledge & Apologize “I’m really sorry for the ...
🎯 Purpose: To escalate critical, brand-sensitive, or high-risk tickets to the Founder for immediate attention and decision-making. 🪜 Step-by-Step Process 🚨 Step 1: Identify If Escalation is Necessary Escalate to the Founder (ibrahim.surya@ca ...
🎯 Purpose: To verify if a vendor’s uploaded UPI payment screenshot is genuine before approving credits to their account. 🪜 Step-by-Step Verification Process 📍 Step 1: Go to Admin Panel → Vendors → Payments Navigate to the ...
🎯 Purpose: To guide users facing issues due to outdated app versions and ensure they update to the latest version to place orders smoothly. 🪜 Step-by-Step Process 🧠 Step 1: Identify If the Issue Is App-Version Related Common signs: User ...
🎯 Purpose: To help users update their address, phone number, or contact details after they’ve booked a pickup — before vendor attempts pickup. 🪜 Step-by-Step Process 🧾 Step 1: Verify the Request Ask the customer to confirm: Their ...
✅ Purpose: To resolve “Customer Not Paid” or “Less Paid” complaints already logged as tickets in CX Genie, by verifying vendor actions, payout status, and order conditions — and determining whether Cashkr needs to issue pay ...
🎯 Purpose: To help support teams clearly communicate to customers why their pickup request was marked as “failed” and what can be done next, if anything. 🪜 Step-by-Step Process 🧠 Step 1: Understand the Failure Type Pickup can be ...
🎯 Purpose: To clearly and confidently answer customer concerns about data privacy and what happens to personal information or data stored on their device. 🗣️ Sample Response (To Be Used on Call, Chat, or Email) “We understand your concern ...
🎯 Purpose: To bring back a lost lead who did not complete the order, cancelled pickup, or chose a competitor — by offering a coupon-based incentive at the right moment. 🪜 When to Offer a Coupon Code Use coupon only when: User says: ...
🎯 Purpose: To guide the support and operations team on professionally managing users who are aggressive, abusive, or disrespectful — while protecting staff well-being and maintaining brand reputation. 🪜 Step-by-Step Process 🚦 Step 1: St ...
🎯 Purpose: To help the support team quickly share an invoice with the customer in case they request it via WhatsApp, call, or email. 🪜 Step-by-Step Process 🔍 Step 1: Locate the Order Go to Admin Panel → Orders → All Orders ...
🎯 Purpose: To guide support and calling teams on how to respond professionally when a customer decides not to go ahead with the pickup after scheduling it. 🪜 Step-by-Step Response Process 🧏 Step 1: Acknowledge Their Decision “No proble ...
🎯 Purpose: To help CX/support teams at Cashkr identify genuine vs. fake complaints — ensuring fast resolutions for real issues and preventing misuse or manipulation of the system. 🪜 Step-by-Step Verification Process 🧾 Step 1: Gather All ...
🎯 Purpose: To guide support agents on resolving cases where a customer reports that the Cashkr app is not functioning properly — including login errors, app not loading, or white screen. 🪜 Step-by-Step Process 🧾 Step 1: Politely Acknowl ...
🎯 Purpose: To ensure smooth handover of a support ticket when a case needs to be handled by another agent, department, or specialist team (e.g., Tech, Payout, Operations, or Founders). 🪜 Step-by-Step Process 🧾 Step 1: Identify the Correct Own ...
🎯 Purpose: To collect more positive reviews on platforms like Google, Play Store, and App Store by reaching out to satisfied users after their pickup and payment. 🪜 Step-by-Step Process 📦 Step 1: Identify Recently Completed Orders Go to ...
🎯 Purpose: To retain the lead by matching competitor offers if genuine, or emphasizing Cashkr’s trust, service, and instant payout to convert the user. 🪜 Response Flow 🧏 Step 1: Acknowledge Without Arguing “Totally understand! We ...
🎯 Purpose: To ensure that the vendor’s claimed pickup is legitimate and supported by proper photo, UPI transaction proof, and correct timing, before payout or credit approval. 🪜 Step-by-Step Process 🖼️ Step 1: Check Pickup Photos (in Adm ...
🎯 Purpose: To ensure smooth communication with customers who do not speak Hindi or English fluently, while maintaining a professional and helpful experience. 🪜 Step-by-Step Process 🧠 Step 1: Identify the Language Issue Early If the customer: ...
🎯 Purpose: To ensure any user-requested cancellation is handled quickly and the order is removed from pickup queue before vendor attempts it. 🪜 Step-by-Step Process 📞 Step 1: Confirm Cancellation Intent Clearly Ask: “Do you want to ca ...
🎯 Purpose: To guide support agents on how to professionally respond when a user complains about getting a lower payout than the quoted price. 🗣️ Sample Response Script (Chat or Call) “We’re really sorry to hear that. The price you s ...
🎯 Purpose: To ensure timely escalation and corrective action against vendors who delay pickups beyond acceptable SLA (Service Level Agreement) limits. 🪜 Step-by-Step Process ⏱️ Step 1: Track SLA Violations A vendor is considered for escalatio ...
🎯 Purpose: To verify whether a pickup has already been assigned to a vendor — especially in cases where multiple orders or vendor confusion exists. 🪜 Step-by-Step Guide 🔍 Step 1: Search Using Customer’s Phone Number Go to the ...
🎯 Purpose: To promptly and accurately reschedule a pickup when requested by a customer, ensuring proper communication and system update. 🧍 Who Can Reschedule: Customer Support/Operations Team (via Admin Panel) Vendors (via Vendor App ...
🎯 Purpose: To ensure urgent, high-impact complaints are flagged as critical in the CX Genie system so they receive immediate attention from the relevant teams. 🪜 Step-by-Step Guide 🛠 Step 1: Open the Ticket in CX Genie Go to cx.cashkr.com ...
🎯 Purpose: To verify the vendor’s actions (especially communication attempts) when a customer claims they were not contacted after placing an order. 🪜 Step-by-Step Process 🧭 Step 1: Check Order Logs in Admin Panel Go to the Or ...
🎯 Purpose: To properly log and escalate any app-related issues (bugs, missing features, crashes) reported by users — so the tech team can fix them quickly. 🪜 Step-by-Step Process 🐞 Step 1: Identify Valid App Issue Typical issues users ...
✅ Purpose: To clean up duplicate orders created for the same customer or device unintentionally, ensuring only one active order is retained and confusion is avoided for vendors and customers. 🧪 Definition: Duplicate orders = Two or more orders crea ...
🎯 Purpose: To ensure completed customer issues are properly marked as resolved to maintain clean and accurate ticket tracking. 🪜 Step-by-Step Process 🔍 Step 1: Log into CX.Cashkr.com Go to https://cx.cashkr.com Log in with your supp ...
🎯 Purpose: To equip support agents with a polite, professional way to respond when a user expresses general dissatisfaction with Cashkr’s service. 🗣️ Standard Response Template (Chat / Call / Email) “I’m really sorry to hear t ...
✅ Purpose: To resolve payout disputes where customers claim they haven’t received full or any payment after selling a device, by verifying order details and vendor actions — with all disputes logged in CX Genie for tracking and resolution. ...
🎯 Purpose: To efficiently respond to user complaints or feedback received via public review platforms using brand-approved replies via ChatGPT. 🪜 Step-by-Step Process 📥 Step 1: Monitor Reviews Daily Check for new reviews on: ✅ Goo ...
🎯 Purpose: To manage cases where the same customer has placed multiple orders for the same device by mistake or confusion — and avoid duplicate pickups or payout errors. 🪜 Step-by-Step Process 🔍 Step 1: Identify Duplicate Orders Check ...
✅ Purpose: To handle cases where a vendor has picked up a device and later cannot proceed with the order due to fraud, security issues, or documentation problems — requiring the device to be returned to the customer. 👥 Who’s Involved: ...
🎯 Purpose: To handle escalated tickets professionally within CX.Cashkr.com (CX Genie), ensuring clear responses, fast resolutions, and proper documentation. 🪜 Step-by-Step Process 🔍 Step 1: Identify Escalated Tickets Escalated tickets are us ...
🎯 Purpose: To guide any customer who wants to sell multiple devices for office, company, or organization through the correct Cashkr Corporate Buyback process. 🪜 Step-by-Step Process 🧾 Step 1: Identify Corporate Intent If customer says: &ldqu ...
✅ Purpose: To ensure that when a customer complains about a fake pickup attempt — i.e., vendor marked “visited” without actually contacting/visiting the customer — the issue is thoroughly investigated, documented, and acted upon. ...