How to Communicate Clearly When Price Gets Revised at Pickup

🎯 Objective:

To ensure that users understand why the price has changed at the time of pickup and continue with the sale without feeling misled or cheated.

👤 Who Uses This:

Vendor (On-Ground Communication)
Ops Team (If escalation occurs post-pickup)
Support Team (If customer contacts post-sale)

🪜 Step-by-Step Process

✅ Step 1: Identify the Reason for Price Revision

Common reasons include:

Device has scratches, dents, screen damage
Device has Find My iPhone enabled / locked
Device is not turning on / battery issue
Missing box, charger, or bill
Customer selected wrong variant/model during order

✅ Step 2: Vendor Must Communicate Before Proceeding

Standard script to be used:

“Sir/Ma’am, after checking your device, I found [insert issue — e.g., screen has scratches / no box / locked status].

So the final payout will be ₹___ instead of ₹___ as shown earlier.”

Then add:

“This is based on condition and our pricing system. You can still choose to continue or cancel — totally your call.”

✅ Step 3: Ensure It Feels Transparent

Vendor should:

Show the issue on the spot to the customer
Avoid vague reasons (“system revised” or “head office changed it”)
Never force the user — clearly say:

“If you’re not okay with this, I can cancel it here itself — no problem.”

✅ Step 4: Escalate If User Feels Misled

If the customer is unhappy and:

Feels price drop is unfair
Complains vendor didn’t explain
Disputes device condition

➡️ Raise a ticket on CX Genie (cx.cashkr.com)

Include:

Order ID
Photos clicked by vendor
Price shown vs final payout offered
Reason for change

✅ Step 5: No Price Guarantee Policy

If the customer asks: “Why did the price go down?”

Sales team should explain proactively:

“We don’t guarantee price until pickup — it may change based on actual condition, just like others. But vendor will tell you before pickup so you’re always in control.”

🧠 Best Practices

Be honest and direct, but polite
Use evidence (photos, visible condition) when explaining
Let user cancel freely if not convinced — avoid pressure
Always log reasons for major price revisions in remarks