How to Handle: “App Isn’t Working” Complaint

🎯 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 Acknowledge

Start with empathy:

“Sorry to hear that the app isn’t working properly. Let me help you fix this quickly.”

🔍 Step 2: Understand the Exact Issue

Ask:

What exactly is not working?
- ❌ Can’t open app (white screen or crash)?
- ❌ Can’t log in?
- ❌ Not able to place an order?
Which device and OS are they using (Android/iPhone)?
Have they recently updated the app?

📲 Step 3: Guide Basic Troubleshooting

Ask user to try the following:

✅ For all users:

Close and reopen the app
Ensure they have a working internet connection

✅ For Android/iPhone:

Go to Play Store / App Store → Search Cashkr
Tap Update (if available)

Then:

“Please try again now. If it still doesn’t work, let me escalate it to our tech team.”

🛠️ Step 4: Log a Bug (If Issue Persists)

If issue continues after troubleshooting:

Create a ticket on [cx.cashkr.com]
Category: App Bug / Technical
Include:
- Phone number
- Device type (Android/iOS)
- Issue summary
- Screenshot (if available)

💬 Step 5: Provide Alternative Path (if urgent)

If user urgently wants to sell device:

“Meanwhile, you can also use our website to place the order: [https://www.cashkr.com]. We’ll help you with pickup right after.”

✅ Best Practices

✅ Do	❌ Don’t
Ask clear questions to identify the exact issue	Don’t assume or generalize all app issues
Always recommend updating the app	Don’t skip ticket logging for real issues
Offer alternate channel (website) for order placement	Don’t let issue go unresolved