How to Deal with Price Mismatch Complaints After Pickup

🎯 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 Order ID]

• Check:

  • Final inspected price

  • Condition flags (e.g., screen crack, battery issue, locked)

  • Photos uploaded by the vendor

  • Device status logged at pickup

📞 Step 2: Explain the Pricing Logic Politely

“The final price depends on your device’s condition. After physical inspection, if any issues are found — like screen cracks, missing accessories, or performance issues — the price may be lower than the original estimate.”

If it’s a minor change:

“It looks like the device had [issue]. That’s why the price was adjusted slightly.”

If it’s a major issue (e.g., locked or broken):

“The technician found [major issue], which affects resale value, so the price had to be revised accordingly.”

📉 Step 3: Reassure the Customer

“We don’t revise prices randomly — it’s based on real-time checks and quality. We try to offer the best possible value based on market condition and device health.”

🛠 Step 4: Offer Action (If Needed)

• If the customer is still upset but valid:

  “We’ll pass your concern to our quality team and get it reviewed. If anything was incorrectly marked, we’ll take action.”

• If vendor was wrong (internal error):

  Raise a ticket via CX Genie for review.

✅ Best Practices