How to Verify if the Customer’s Device is Supported or Not
🎯 Objective:
To determine whether a customer’s device can be sold through Cashkr, and take appropriate action if the model is not listed
👤 Responsible Team:
-
Customer Support / Calling Team
-
Operations Team (for escalations)
🪜 Step-by-Step Process
✅ Step 1: Ask for Full Device Details
Collect the following from the customer:
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Brand
-
Model Name
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Storage Variant (e.g., 128GB)
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Launch Year or Age (if known)
✅ Step 2: Search the Device in Admin Panel or App
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Search using model name or brand
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Check for all possible storage variants
✅ Step 3: Check for Eligibility
|
Scenario |
Action |
|---|---|
|
🔹 Model is listed |
✅ Supported → Help customer place the order |
|
🔹 Model is not listed AND is very old (3+ years) |
❌ Not supported → Inform customer it’s out of system scope |
|
🔹 Model is not listed BUT newly launched |
🚧 Temporarily Unsupported → Raise request to add device |
✅ Step 4: Raise Email Request to Add Device
If it’s a newly launched and missing model, send the following email:
📧 Subject:
New Model Addition Request – [Brand + Model Name]
To: mohsin.surya@cashkr.com
Hi Mohsin,
Please add the following new device model to the system for buyback support
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Brand: [e.g., Samsung]
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Model: [e.g., Galaxy A15 5G]
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Storage Variant(s): [e.g., 6GB+128GB]
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Market Link (if available): [Flipkart/Amazon link]
Reason:
Customer wants to sell this newly launched model but it is currently not listed on the platform.
Once added, please confirm so we can inform the customer to proceed with the order.
Thanks,
[Your Name]
Team Cashkr
✅ Step 5: Inform Customer
If raising a ticket:
“This model is not listed yet, but we’ve initiated a request with our pricing team. Once added, we’ll notify you to complete the booking.”
🧠 Best Practices:
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Never outright reject a new model without checking launch recency
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Always raise the request within 30 minutes of customer asking
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Follow up if model not added in 24 hours