Notes

General Apology We apologize for the unpleasant experience you had. I will certainly come up with the best possible solution for you.
Sorry that the pick up didn't happen at scheduled time.
That doesn't seem right, let me quickly check that out for you.
I am really sorry that you are experiencing this issue. Let me see how we can resolve it now.
I completely understand your frustration and I apologize for the inconvenience. Let me find the best possible resolution for you.
We apologize for the inconvenience you are experiencing. I’ll look into it right now and get back to you with more details.
We apologize for the experience that you had to go through. we will pass on this feedback to the team.
I know this shouldn't have happen, your feedback will be worked on to improve our services.
I am sorry to hear that you feel this way.
I am really sorry this happened. Let me see if I can find a solution to it.
I am sorry to hear that.
We apologise for the unpleasant experience. I will surely come up with the best possible solution for you.
We sincerely apologise for the trouble caused. I will surely come up with the best possible solution for you.
Please treat this incident as an exceptional occurrence and not as an indicator of our commitment to quality customer service.
Sorry we were not able to fulfil your request.

Late Responses Sorry to keep you waiting.
Sorry for the delayed response .
I apologize for the delay in response, it took longer than expected.


Elaborate I would request that you please explain your concern so that I may come up with the best possible solution for you.
Could you please elaborate your concern for better assistance.

Empathy/ Assurance/ Acknowledgement/ ownership Thanks for the confirmation.
Thank you once more for confirming it.
You're welcome.
That doesn't seem right.
Thank you. We can certainly here to help you with this.
I completely understand your situation. Please do not worry. I will surely come up with the best possible solution for you.
We will investigate this issue immediately Sir/ma'am, and get straight back to you.
Definitely, I will make certain that this gets resolved quickly for you.
Thanks for alerting us to this, we really appreciate your feedback. Now lets look at how we can fix things.
I realise that this situation is difficult, but let’s try and find a solution.
We are trying our best to help you in this situation.
I completely understand why you’d want that.
I completely understand how you feel.
I am glad that you want to sell device at Cashify.
As I understand your concern, let me check the details for you quickly. I will surely offer you the best possible solutions.
As per the path chosen by you, your concern is related to pickup. Let me check the details for you quickly.
We are keen to resolve this as much as you are.
I would feel the same in your situation, but we will sort this out.
"I can understand how frustrating this must be for you.

I assure you that I have done the best that I can in this situation and have also registered your feedback.

We will strive to ensure that such incidents don't become recurrent"
I'm sorry to hear you are having these problems. We will get this resolved as quickly as possible.
I will surely come up with the best possible solution for you.
Certainly, I will get this sorted for you.
Definitely, I will make sure that this gets resolved for you.
Sure sir, lets see what best can be done in this case.
Let me try my best to get this resolved for you.

Asking for hold the chat Please allow me 2-3 minutes to check the details and come back with the best possible solution for you.
Please stay connected. It is taking some more time to check your details.
Please hold for 2-3mins while I review your information.
Please allow me a moment so I can fetch your details.
May I put you on hold while I check the status of your order?
Can you please hold for 2--3 mins while I review the information you have provided? I’ll be right with you.
I will put you on hold for 2-3 mins while I review the information. I will get back to you with an answer shortly.
I just need to check something. Do you mind if I put you on hold for 2-3mins whilw I check the details?
Great question! I want to pull up your account details to check it out. Can I put you on hold?
Sorry about the wait! its taking longer than expected. If you don’t mind waiting for just a few minutes more, we’ll reach back out as soon as possible.
Let me check this out for you, May I place your chat on hold for few minutes?

Unhold Thank you for staying connected.
Thanks for waiting.
Thank you for your patience, I am so sorry to keep you waiting.
I apologize for keeping you waiting.
Thanks so much for being patient! We’ll be with you soon.
Thank you for waiting! I’m here now.
I really appreciate the time you’ve given me.

Further assistance Is there anything else I can do to assist you?
Would you like to know anything else apart from this today?
Please contact me if there are any problems.
Let me know if you need anything else.
I hope the above is useful to you. Please let me know if you have any questions.
Should you need any further information, please do not hesitate to contact me.
If I can be of assistance, please do not hesitate to contact me.
If you require any further information, let me know.
Please feel free to contact me if you need any further information.

Not responding customers Are we connected?
Are you still there?
There has been no activity from you, do you need any further assistance from me?
I noticed you have not been responding for some time.Is you need any further assistance from my end?
Are we connected? Let me know if you have any other query.
Kindly answer.
"I’ve noticed you have been away for quite some time, so I will close this chat.

If you have any questions, feel free to reach out to us again.

I am more than happy to help!"
I haven’t heard from you in a while. Do you still need my assistance or shall I close this chat?

Closing "If there are any queries, please feel free to get back to us and contact us at 7290068900 or you can mail us at [email protected].


Thank you for choosing Cashify! Have a beautiful day."

No response Closing "As it seems like you’re no longer responding, we are closing this chat now. If there are any queries, please feel free to get back to us and contact us at 7290068900.

Additionally, you can also mail us at [email protected]. We will be happy to assist you further.

Thank you for choosing Cashify! Have a beautiful day."
If you have any additional issues, feel free to reach out to us at [email protected]
If you can’t reach out to us via our live chat, feel free to email us at [email protected] and we will get back to you as soon as possible.
Should you wish to contact us directly for any further issues, you can do so via [email protected] or 7290068900.

Greeting for repeat visitors Welcome back! It’s great to see you again.
Hello! Welcome back to cashify.
Thanks for coming back to Cashify. How may I help you?
Welcome back to Cashify chat support, {Mr/ms.Visitor Name}! , do you still need help with {Previous Issue}? How can I help?
Welcome back to Cashify chat support, {Mr/ms.Visitor Name}! What can I do for you today?
Hey {mr/ms.Visitor Name}, happy to see you back here! How can I assist you today?
Welcome back to Cashify chat support. Did you run into more trouble with your concern?
Welcome back, Mr./ms. I’m happy to see you again! What can we help you with today?

Complimentary Extended Warranty Exciting Offer: Sell your old phone to Cashify and you can now get 3 months of extended warranty on new phones that are less than 9 months old. For more details please visit: https://www.cashify.in/extended-warranty#activate.

Closing (Purchase/Store Query) If there are any queries, please feel free to get back to us and contact us at 9319697452 or you can mail us at [email protected]. I will be happy to assist you further. Thank you for choosing Cashify! Have a beautiful day.
No response (Purchase/Store Query) "As it seems like you’re no longer responding, we are closing this chat now. If there are any queries, please feel free to get back to us and contact us at 9319697452 or you can mail us at [email protected].

Thank you for choosing Cashify! Have a beautiful day."
General Purchase related We understand your concern, but if you have any purchase-related queries, please contact us at 9319697452 or 9330303035 on Whatsapp.
You can also contact us by email at [email protected].

Reopen
If cx canceled after placing due to payment or any other doubt and lead is in the deal to be failed As the issue is resolved. Kindly confirm, if I can reopen the order and arrange a pick-up for your device.
Cx canceled and want to reopen I have reopend the order and pick-up date will be (__________).
Lead completely failed and the customer is asking to reopen We are sorry to inform you as the order is failed. We cannot reopen it. I request you to kindly place a new order and we will arrange the pick-up on priority.
If the order is canceled from our end and cx is angry, need to arrange a call back from the order creation team I am arranging a call back to you and our team will create a new order. Please provide the IMEI number on the call, so our team can place an order for you.
Cx order is failed and the customer is not ready to place from his end. the above template will work here also
If cx want to reopen and want pick-up on same day We are sorry to inform you that I am reopening the order but cannot give assurance for the same day. But still, as per your request, I will share with our team and will try today if possible.
3pl order reopening We are sorry to inform you as the order is canceled so we cannot reopen it. I request you to please place a new order.
3pl order reopening and same day pick-up Please place a new order and we will surely try in next 2-3 days but we are sorry to let you know that same-day pick-up is not possible.

Change of FE Sir/ma'am, we understand you are looking for a change of FE, let me quickly escalate this for you and check for availability with the team
Next step there is a slight chance that another FE might not be available in your location, would you be ok in rescheduling the order for the next day?
General Probing

Asking For Service Id Please share your service request ID with us so that we can assist you better.
Asking For Service Id Please share your service ID with me as I am not able to locate your order with your contact number.
Unable to fetch details with given number We apologise for the inconvenience caused. We are unable to track the details using your given number.
We would request that you please share the contact number that is registered with us or the relevant service ID.
Pincode/ Device Details Please share your device name, exact model number, and location pincode so that we can assist you better.
Asking for Alternate number Kindly provide us with your alternate number. It would be a great help to the technician if you provided us with an alternate way to contact you as soon as possible.

Escalation Let me quickly escalate your concern to the team.
We have escalated this issue to our senior authorities and they are working on it. We will definitely take action on this matter.
We have escalated the issue to the team and they are working on it. We will try our best to get this resolve at the earliest possible.
I have escalated your concern to our team and they are working on it, the team will get in touch with you at the earliest possible
I hear you. I’m sorry that you’re still having trouble with this. I’m going to escalate to my team to see what else we can do here. Please allow us some time.

Existing escalation There is an existing escalation, let me just top up on the mail for you.
"As I can check there is already an existing escalation for the issue that you have raised, our team is already working on it.

Would request you to kindly wait. Our team will get back to you at the earliest possible."
Unable to identify the issue I’m not able to understand the issue that you’re describing. Would you be comfortable with sharing a screenshot of the issue here or to [email protected]?
"I am unable to diagnose the issue here that you have informed us about.

Would you mind dropping an email along with the device details and a screenshot of the issue to [email protected] for further assistance?"
"I’m having some trouble diagnosing this issue.

I think to get to the bottom of this more quickly, please share a screenshot of the issue here or send it to [email protected]. Does that sound okay?"

PICKUP Related- Partners- Check IVR History
Pickup Enquiry. General- Step 1 Your device pickup is scheduled for a date in between slots.
Step 2 Additionally our field executive will call you prior visiting your address.
Mandatory Info Before Pickup "You are requested to ensure that the below checklist is completed before pick up. 1.Govt.id proof of the pick-up location
2.Device -50%charged 3.Data backed up
4. reset the device 5. Remove Sim/ memory card from the device."
repeat cx following up for agent's visit Please confirm if you have completed the checklist shared in the past chat or not. It is mandatory to complete the checklist before pickup.
Govt. ID proof - Security confirmation To complete your order, we'll need proof of government identification for the address where your device will be picked up. I'd also like to assure you that your identification will be entirely safe with us. These images are kept with us in an encrypted format which are not accessible to anyone unless it is required for any legal purpose.
Check IVR History I can see our technician was trying to reach you as on "date and time" but the call was not answered
Alternate number if not on BDCS History Kindly provide us with your alternate number. It would be a great help to the technician if you provided us with an alternate way to contact you as soon as possible.
Pickup -(Escalation) We have escalated the issue to the concerned department, and the pickup will be arranged on priority.
Cu requested Today Pickup "We regret to inform you that today, prior to the scheduled slot pickup, it will be a bit difficult.
The Concern team will be picking up your gadget as per the scheduled slot."
We are still raising the request from our end but cannot assure the same.

PICKUP Related- 3PL- Check IVR History
Pickup Enquiry. in 3pl Your device pickup is scheduled for a date between 10 a.m. and 6 p.m. A technician will give you a call before coming to your place.
Step 2 Additionally our field executive will call you prior visiting your address.
Mandatory Info Before Pickup (3pl)-1 Please ensure your device meets the following conditions for a successful pickup:-
2 "1- The phone screen should not be damaged or broken.
2- Screen-touch should be working properly.
3- Your screen lock should be disabled.
4- Accessories are not mandatory.
5- There should not be any spot-on screen
6. Please make sure, SIM card and memory card are already removed from the mobile when agent is leaving after the pick-up.
7-The device Box you can provide original if you have mentioned it, if you have not mentioned it, please provide any mobile box an original box of the device is not mandatory."
repeat cx following up for agent's visit Please confirm if you have completed the checklist shared in the past chat or not. It is mandatory to complete the checklist before pickup.
Check IVR History I can see our technician was trying to reach you as on "date and time" but the call was not answered
Alternate number if not on BDCS History Kindly provide us with your alternate number. It would be a great help to the technician if you provided us with an alternate way to contact you as soon as possible.
3pl Cancellation "I regret to inform you that your order cannot be canceled as it is already aligned for pickup through our logistics partner.

However, you can cancel it directly through the pickup agent, you can simply deny the pick up when they call you for confirmation."
"I regret to inform you that your order cannot be canceled as it is already aligned for pickup through our logistics partner.

However, you can cancel it directly through the pickup agent if you get a call for pick up."
3pl Reschedule "I regret to inform you that your order cannot be rescheduled as it is already aligned for pickup through our logistics partner.

However, you can reschedule it directly through the pickup agent if you get a call for pick up."
3pl agent out for pick-up as per delhivery or bluedart site I would like to inform you that agent is out for pick-up. Kindly wait till 6 PM, it will be done.
3pl agent is not out for pick-up before 6 PM (If agent is out for pick-up but cx is coming after 6 PM We are sorry to inform you as we can check agent is not out for pick-up. We have escalated the issue and it will be done in next 24-72 hours.
If agent was out for pick-up, but last status on 3pl site agent couldn't connect or reach for same day We are sorry to inform you as we can check the agent tried to reach out to you but couldn't connect. The pick-up will be done in next 24-72 hours.
Step 1 APOLOGY Please accept our apologies for the bad experience. Allow me a moment to double-check your information so that we can present you with the best possible solution.
We need to check the Web Status after the pickup has been completed if it has been delayed for more than 24 hours, and then take the appropriate action.
Step: 2 As far as I can see, the order has been picked up by our DELHIVERY agent. Please do not be concerned about payment; as the agent updates the pickup confirmation from his end, you will be paid instantly as per your selected payment method. For the same, I've raised an escalation too.

Reschedule- Please take Alternate number if not on BDCS
General Reschedule Query We request you to kindly share the date and time for reschedule. We will try to arrange the pickup for the same.
Reschedule & Apology (pickup delay) I am very sorry for what happened. We request you to allow us the time slot for tomorrow. We'll definitely close it by tomorrow.
Pickup Rescheduled Confirmation As per your request, I have rescheduled the pick for (date and slot). We will arrange this pickup on priority.
Check IVR History I can see our technician was trying to reach you as on "date and time" but the call was not answered
Alternate number if not on BDCS History Kindly provide us with your alternate number. It would be a great help to the technician if you provided us with an alternate way to contact you as soon as possible.

Pick up Delay
Pick up delay I apologize as we are unable to Pick up the order in the slot time.
Sir, if I understand you correctly the technician has neither visited nor called you yet?
"I’m sorry that this hasn’t worked out as you expected. I’m going to work on getting this right for you as soon as possible.

Give me some time to coordinate with the team and will arrange the pick up as soon as possible."
I’m very sorry, but fulfilling that request isn’t possible at this time. Let me check and see what would be the next best slot time.
We request you to kindly confirm the slot for tomorrow. We will arrange this pickup on priority.
Pick up delay- technician Called within slot As I can see, our technician was trying to call you but the call was not answered from your end.
Mark Prompt if cu called withing Slot I am raising the request for the same again.
Our field executive will call you prior visiting your address.
I would request that you please answer the call from the technician as soon as you receive it.
Customer wants to contact technician in Partner "We regret to inform you that the technician no. is not visible to us.

To connect to the assigned technician, please dial 7290068900 from your registered no. and press 1 then 9. It will connect you to the technician."
Customer wants to contact technician in 3pl We regret to inform you that we won't be able to provide you with the number of the technician. However, the technician will call you before the pickup for confirmation.
Check IVR History I can see our technician was trying to reach you as on "date and time" but the call was not answered
Alternate number if not on BDCS History Kindly provide us with your alternate number. It would be a great help to the technician if you provided us with an alternate way to contact you as soon as possible.

Extra Pickup Enqueries
SPD Crossed (customer number not reachable) I can see that the pick up is still pending from our end. However, we tried to reach you several times, but your number was not reachable. We would appreciate it if you could share a time for tomorrow. I request you to confirm any preferred timings for tomorrow and the concerned team will pick up your gadget tomorrow. Also, please share the alternate number to reach you.
Customer not available for Pickup Any member of your family can arrange the pickup, but he or she must show his or her ID proof in addition to yours.
Pickup from Public Place "We regret to inform you that the device cannot be picked up from any public place due to safety reasons.

It is a mandate to provide valid address ID proof for a swift transaction."
Pickup Slot Request We request you to kindly confirm the slot for tomorrow. We will arrange this pickup on priority.
Pickup (Accessories Required ) "This is to inform you that whatever accessories have been mentioned as available during the order placement have to be provided.

If any of the listed accessories are missing, the previously quoted amount will be reduced."
Before SPD (pickup before schedule) "This is to inform you that our technician was in your area, so he attempted the pickup.
If you are comfortable giving your device today, please inform the technician, or you can ask him to attempt to pick it up as per the scheduled slot."
What we do post buying the device "Every device procured from the customer is assessed for its condition and used accordingly.

If the device is not fit for further use, then it is recycled as per the norms via our recycling partner, Karo Sambhav.

Also, the devices are refurbished and sold back on the market with a clear indicator of ""Refurbished Device."""
Repeat IMEI "Please send an email to [email protected] with the IMEI number in the subject line.

Our team will whitelist the IMEI, once whitelisted you'll be able to place a new order for pickup after 24 to 48hrs."

Cancellation Request
We are sorry to hear this. If you could kindly spare a minute to tell us the reason, It will massively help us in providing you with a better experience in the future.
We are sorry to hear this. Could you please share the reason for cancelation?
Avoid Cancellation Avoid Cancellation/ Try to find a solution
Please allow us with one last chance. We will get this sorted on a priority basis. I have also raised an escalation for the same.
FInal Cancellation with apology We are really sorry we could not meet your expectations. We are cancelling the order now. We would like to serve you better in the future.
FInal Cancellation without apology As per your request, we are canceling the order now. We would like to serve you better in the future.
Avoid Cancellation(Quotation Issue) "We understand you are not happy with the quoted amount however the price quoted on our portal is as per the market standard and the current resale value of the device.

We are sorry that is the best price we can offer as of now"
Next step offer extra amount by suggesting to change mode of payment
Wrong Cancellation/Already Cancelled/wrong product details The order shows canceled. If you are still looking into selling the gadget, I would request you to please place a new order on cashify app.
2 or more order wants pick up at the same time Sir, i understand your concern however we do not have provision to align it to a single technician from our end. Let me quickly mark a mail to the team to make the changes for you.
DONATION or RECYCLE Cancellation I regret to inform you that your order cannot be cancelled as it is already aligned for pickup through our logistics partner. However, you can cancel it directly through the pickup agent.Please deny the pick up when he calls for confirmation.
3PL Cancellation I regret to inform you that your order cannot be cancelled as it is already aligned for pickup through our logistics partner. However, you can cancel it directly through the pickup agent, you can simply deny the pick up when they call you for confirmation.

Requote Issues
"In the case where the customer is saying last month's value was more and now showing less or very less.
" We are sorry to inform you the rates are not fixed and they keep changing as per the market value of the device.
Customer is escalating first it was showing (best value) get up to value then after entering all details price decreased why? when the mobile is in good condition.
We would like to let you know the first value is for the device which is under warranty and 0-3 months old with the flawless condition, and the device value is calculated as per its condition and age 3-6, 6-11 or if more than 11 months then it will be considered out of warranty.

Quote (Not Happy) "To get some extra amount than the quoted price you can opt for Amazon as your mode of payment which will give you 4% extra on your quoted amount.

Additionally, If you opt for Flipkart, it is 5% extra on the quoted amount.
Note: To avail of this offer you are required to choose any one payment method - Amazon or Flipkart"
Extra Offer You can choose Amazon as your payment method. You will get 4% extra on your quoted amount. You will also get 5% extra on the quoted amount if you choose Flipkart as a payment method. Please note that you can choose any one payment method, either Amazon or Flipkart, to avail this offer.
Re quote Our technician will check your device in front of you, and if there is any mismatch in your details, the amount will be requoted accordingly.
At times the information given by the seller doesn’t match the physical condition of the device on inspection by the technician. This results in a reduction in the amount offered.
We never intended to cause the hassle. Please note that the price quoted is subject to change if the device is found to have any damage or mismatch in the condition mentioned when you place the order.
"Please be apprised that we display the quote based on the inputs you submit.

A requote happens only when there is a mismatch between the device condition mentioned online and the actual device upon physical examination."
Still customer unhappy about the requote Sir, I can see that there is mismatch in the condition filled by you at the time of placing the order and the details are (explain the requote reason).

Requote Mismatch Detailed Template

1st Statement We never intended to cause the hassle. Please note that the price quoted is subject to change if the device is found to have any damage that wasn't mentioned when the order was placed.
2nd Statement "As far as I can see on my system, the amount for your device has been requoted from ""actual amount"" to ""requoted amount"" due to the below mismatch.

1. Mention the value second from the requote history here.

2.Mention value second here from requote history.

3. Mention the value second from the requote history here.

4.Mention value second here from requote history.

etc etc.
"
3rd Statement Please confirm if the requoted amount is acceptable to you, and I will reopen the order from here. (Only in very genuine cases, keep this activity minimal)
Share Images on Support Please send an email with the device images to [email protected].

Payment issue
Instant Payment (Cu has been miscommunicated) "We apologize for any miscommunication from the agent's end, we offer instant payment at the time of pickup.

I would request you to kindly ask the courier person to mark the order complete at your doorstep so that you can get the payment right away."
Payment Modes Please be informed that these are payment modes available for transactions in Cashify. 1. Wire Transfer2.Paytm 3. UPI 4. Amazon voucher 5. Croma 6.Flipkart Gift Card 7. APR voucher.
Payment Mode(UPI) As we have checked, you have selected UPI as a payment mode. At the time of pickup, you will receive the payment instantly in your UPI-linked bank account.
Payment Mode(Amazon) If you have selected Amazon gift voucher as the payment mode, then you will receive the payment as a gift card through the mail at your registered mail address at the time of pickup.
Payment Mode(Flipkart) You have selected Flipkart gift voucher as the payment mode. Then you will receive the payment as a gift card through the mail at your registered mail address at the time of pickup.
Payment Mode(IMPS) As we have checked, you have opted for instant bank transfer, so you will get your payment in your bank account through IMPS at the time of pick-up.
Payment Mode(Croma) If you choose a Croma voucher, you will receive a percentage discount off the quoted price for your device.The electronic gift vouchers can be redeemed on www.croma.com and at the Croma Store.
Alternate Payment Mode Please share your alternate payment details on this link https://forms.gle/VgxdoPyDdgPx1Xto8 as your previous payment got failed. You can also share your account details on [email protected]
Change payment mode "Sir, you can change your mode of payment from your Cashify account before pickup.

Kindly login to your Cashify account, Go to profile >>Payment mode>>choice payment mode>>Update."
"I will not be able to change your payment details due to company policy.

It is a simple process, kindly log in to your Cashify account, Go to profile >>Payment mode>>choice payment mode>>Update."
Cus request us to change the payment mode We regret to inform you that the payment details can only be changed by the customer due to security issues.
I will not be able to change your payment details due to company policy however you can login to the app and make the changes. Its a simple process.
Sir, the payment method cannot be changed once the order is complete.
Payment Link Submitted/Filled "If you have already filled in the details via the link shared with you, We will initiate the payment using your shared account details only. Please be informed that it will take 24-48 hours to process the payment from our end.

Note: Saturday and Sunday are not considered working days."
pending - T+2 "As I have checked, your payment status is showing pending, but the amount has been deducted from our account.

We would request that you kindly wait today Plus 2 working days. You will get your payment as soon as possible."
If you will not receive the payment and the amount gets rolled back into our account, we will ask you to share the bank details and will make the payment manually into your account.
Asking for sharing payment details via link shared Kindly share the details through the link shared with you on your registered mail ID so that we can restart the transfer within 24–48 working hours once we receive the details.
Failed "You must have received an SMS on (customer number), with a link for changing payment mode. Please click on it and update payment mode for instant payment.

In case, no SMS is received, login to the Cashify App, go to your order details, scroll down and you will get the change payment mode option. Click on it, update your payment mode and you will receive payment instantly."
I have checked that the device payment is showing a failed status. kindly share the alternate bank details through the link shared on your registered mail ID. Payment will be made within 24–48 working hours once we receive the details.
Payment Complete but not received by the csutomer As I can check, the payment shows completed for this service ID. Please share the bank statement in pdf format from the day of pickup till date to [email protected]. We will surely look into this matter.


VERY IMPORTANT UPDATE- Please send email template if not shared in past tickets
UPI/Paytm/account transfer payment get failed and if the amount is less than 10K. "Kindly share the bank account details or Paytm number through the link shared with you on your registered mail ID so that we can restart the transfer within 24–48 working hours once we receive the details.
"

If amount is more than 10k then we need bank account details only Kindly share the bank account details through the link shared with you on your registered mail ID so that we can restart the transfer within 24–48 working hours once we receive the details. Please note that payment can only be made via bank transfer.
)
If customer is saying he has sent UPI ID (please check less than 10k or more than 10k. mention accordingly in the template) We regret to inform you that we cannot make the payment via UPI id. Kindly share the "mention payment mode" through the link shared with you on your registered mail ID so that we can restart the transfer within 24–48 working hours once we receive the details.

In vouchers failed/pending cases. "In case voucher is failed: We will resend the voucher to your registered email address. Please allow us 24 to 48 hours for the same.
In case voucher is pending: We will resend the voucher to your registered email address. Please allow us today + 2 working days for the same.
Mandatory: In such cases, ask them to verify the email address."

Not Servicable Area
Not serviceable Currently, our service is not available in the pincode.
The pincode is currently not serviceable.
The area is not serviceable and can only be handled at one of our locations. The nearest store to you is {Location}
Pincode seems not serviceable, what I can suggest you as an alternative is to please visit the nearest cashify store to sell your device.

Cu wants to Sell the Device- Partners
Acknowledgment I am glad that you want to sell the device at Cashify.
Pincode/ Device Details Please share your device name, exact model number, and location Pincode so that we can assist you better.
Mandatory Step Check on Pincode on Tableau
Sell Related Query Once you place the order, our technician will contact you as per the scheduled slot. They will check your device in front of you if there is any mismatch in the details the amount will change. The payment will be instant as per the selected payment mode.
Sell Query(Partners) Step 1 In order to sell your device, please visit our website, www.cashify.in, or download the Cashify app. Click on "Sell." >> choose Pincode>>Device model follow further steps to complete your order.
At the pick-up location, you need to enter your home address for which you have valid address proof.
Details required for pick up (Mandatory) Step 2 We request you to provide one government address proof in which the pick-up location is mentioned, like an Aadhaar Card or Voter Id Card, if the location is a residential area. If it belongs to your workplace, please show your office identity card along with it. The technician will take a picture of it to keep a record of the pick-up location.
Mandatory Step 3 Please do let us know if you need any assistance from our end, we will arrange a call back for you.
In case the customer ask for a callback dispose in PWOT, assign the ticket in call back queue after closing Step 4 Definitely, sir, we are arranging a call back in the next 30mins.
Call back request after 7pm I apologise, but we won't be able to arrange a call back after 7pm. I am raising a request to arrange a call back for tomorrow. Please let me know if you are okay with this.
Further Assistance Is there anything else I can do to assist you?
Closing Thank you for choosing Cashify! Have a beautiful day.
Cu wants to Sell the Device- 3PL
3pl queries (How to Place an order) Our logistics pickup service is available in your area, and we are only able to pick those devices whose best value is Rs. 12000 or less than Rs. 12000, as determined by your pin code.
Let me guide you through the steps in order to sell your phone via the cashify mobile application.
Please download the application in the same mobile only.
Once you open the application go to the top-left corner. Click on city enter this Pincode then select your city, from drop down.
After doing this only start placing requests to sell.
Place an order steps We request you to kindly follow this procedure. When you go to the Cashify homepage in the app, on the top left corner you will see Select Your City>> Pincode >>city name>> sell now then proceed normally. That should ideally let you place the order.
Box Needed (Mandatory)(in 3pl) Sir/Ma'am Box is mandatory while handing over the device to keep it safe in transit. If you don't have the original box, then you can arrange any other phone box.
3pl Service Available on Pincode We are providing logistics pickup service in your Pincode, and are only able to pick android mobiles whose quoted amount is equal to or less than Rs 12000.
Data Privacy Please be assured that all the Cashify technicians are instructed to ensure that the device data is completely wiped off before picking it up.
"We understand data safety concerns and we make it our utmost priority to clear the device data.
So, when you hand over the device to us, privacy and misuse of your device should be the last things on your mind."
Voucher We now have a CSH4 discount code that will save you up to 150 rupees.
I'd like to let you know that the value of the coupon code is determined by the mobile or mobile price, and you will be offered appropriately.

Call Back Requests
Requesting a Call Back I can understand you need a call back, but all our executives are busy right now. I would request that you please share your query here. I am available to help you.
Sir, all our executives are busy right now. Please share your query so I can assist you with it.
Sir, all our executives are busy. Please share your query I will try my best to resolve it for you if you allow me
Arrange a Call back I apologise for the delay. What I will do here is arrange a call back for you from one of our technicians for further assistance. It may take 20-30 mins.
Call back request after 7pm I apologise, but we won't be able to arrange a call back after 7pm. I am raising a request to arrange a call back for tomorrow. Please let me know if you are okay with this.
Responsive Customer-Offer a call back-Call back Scenarios In order to help you better, shall i arrange a call back for you by the concerned team.
You will receive a call back in next 20-30 mins.
Non Responsive Customer-Offer a call back-Call back Scenarios For better assistance, I am arranging a call back from the concerned team.
Closing

Feedback templates
Requesting For Feedback After this conversation, you will receive the survey feedback on your registered email address. It would be great if you spare a moment to rate this conversation. 
If you have the time, it would mean a lot to me if you could answer a few questions about my service. I would appreciate any feedback that you can provide me!
Negative Feedback Shared By the Customer Thank you for the feedback! We deeply value your advice and will definitely consider this to improve our services. Customers like you play an important role in our improvement.
"We regret that you had an experience that did not meet your expectations and appreciate you taking the time to share your concerns on this platform.

However, given an opportunity, we would want to fix it right!"
Positive Feedback Shared By the Customer Thanks for your review. We appreciate your detailed feedback. Please feel free to write us at [email protected] with any suggestions or improvements.
Positive Feedback Shared By the Customer Thank you for the awesome review. We work hard to meet expectations like yours. Reviews like this make our day. I'd love to see you again!!!
Positive Feedback Shared By the Customer Thank you so much for all the love. This is what keeps us motivated. We would really appreciate it if you could share your feedback with your friends and family!

Miscellaneous Templates

Cashify Offline Stores You can also visit your nearby Cashify offline store to sell your device directly there. Please find the link to check the nearest Cashify offline store. https://www.cashify.in/offline-stores
Buy Phones From cashify We have a variety of devices in almost every brand and budget , please check our website for more details.
The refurbished devices available in our website comes in different category with 6months warranty from us and in a pocket friendly price. Do check them out https://store.cashify.in/collections/buy-refurbished-smartphones
We have a vast selection of refurbished device, please check our website to select as per your requirement.
If you are looking to buy a phone from us, please visit our website at https://store.cashify.in/collections/buy-refurbished-smartphones and check the available options there.
last resolution didn't work out I’m sorry that the last recommendation didn’t work as expected. Can you try this one?
I am sorry that the issue is not resolved yet, let me quickly check where it went wrong.
Invoice Availability Sir, could you please confirm whether you have the invoice with you?
Invoice in warranty If your device is under warranty, then an invoice is mandatory, or else you can sell your laptop without an invoice with the exact location address proof.
Incomplete Address The address seem incomplete, could you please reconfirm your complete address once again.
Proper Address Required We can pick your device from same or another location provided you have address proof of that location. The address proof can be for a friend or a relative.
We require an address proof of the location you have updated for pick up without which pick up will not be possible.
Order Confirmation Please confirm if you have already placed an order.
Sir/Ma'am Just want to confirm, have you placed an order?
Unavailability of Charger As i can check, you have mentioned the availability of a charger here in the configuration, but if you will not provide it at the time of pickup, the price will be impacted.
Unavailability of Bill As I can check, you have mentioned the availability of a bill here in the configuration, but if you will not provide it at the time of pickup, The price will be impacted.
Device Not Listed (First check on Spotfire) "Unfortunately, you will only be able to sell devices that are currently listed on our site.

However, we are constantly adding more devices hopefully we will be able to serve you soon."
Share it with Your TL's However, you can share device name, Pincode and its variant we will forward it to the concern team.
laptop Not Listed This is to inform you that if you are unable to find your laptop model in our list, please visit this link: https://www.cashify.in/sell-old-laptop?brand=1 .We have an option called "Not Listed". You can manually enter the details of your gadget.
Device Listed (First check on Spotfire) Thank you for sharing your device's specifications. Please go to "input the link" to find the best market price for your device.
EMI Devices "All financed devices or devices purchased on EMI will only be eligible for sale once the installments are paid.

You are required to share a NOC issued by the finance provider at the time of pickup."
Dead/Recycle "You can recycle dead devices where you will get a flat 200 INR voucher which you can redeem from our website.


Note: The voucher is valid for 6-month."
"As you confirmed that your device is dead, we regret to notify you that we are unable to purchase a dead device. You can, however, recycle the same.

You can recycle your dead device in which we are providing a flat 200 INR voucher to the customer, which they are able to utilise on our website (store.cashify.in) for the purchase of any accessories or any other refurbished gadget. The voucher is only valid for a one-time transaction. The same has a 6-month validity period."
Donation Process "You can donate the smartphone which are in working condition with minor issues.

We will be repaired the device and would further send to NGOs to help the ones in need.

As a token of appreciation, you will get a certificate for donating the device at the registered mail address from us."
Redeem Amazon Voucher "You have to visit Amazon.in to redeem the voucher.

Please go to Amazon Pay > Add Gift Card > Enter your coupon code

The voucher amount will be added as Amazon Pay Balance. You will get an additional 4% of the total amount for your device."
Resend Voucher (ask the customer to check in spam as well) Please login to your Cashify account, go to Profile>> orders>> select the order>>resend the vouchers. It will be resent to your registered email.
Detailed Steps Only If required "To redeem the voucher, please follow the steps below:
Register for a Cashify account.
Go to - Profile>>the orders >> Select the order>> View details>>OTP >> Verify OTP>>Voucher detail.

All details of the voucher will be displayed after the verification."
Resend Invoice "Please login to your Cashify account, go to Profile>> orders>> select the order>>resend the invoice.

It will be resent to your registered email."
Status-Deal to be failed "As per your request, I am reopening the order for you. Your quoted amount is (). and the pickup is scheduled for (date and slot).

Please keep your phone 50% charged and also provide the technician with government address proof."
Cancelled By Customer As per the status here, the order was cancelled by you on...
IVR for Warranty and Supersale (Store) For warranty-related issues, please contact us at 01143078452 or 8448797261 between 10 AM to 7 PM or write us on [email protected] or on our Whatsapp number 9330303035.
For supersale-related issues, please contact us at 01143078452 or 8448797261 or write us on [email protected]. Our operational hours are between 10 a.m. and 7 p.m.
IVR for Sale and Repair For selling or repair-related issues, please contact us at 7290068900. Our operational hours are between 9 am and 8 pm.
DEALER lead We got an update that you are dealing in mobile shops/accessories/working in finance, and as a company norm, we do not buy devices from said people due to which all your orders are failed.
Locked Devices We regret to inform you that if the laptop is locked, the technician will not be able to pick up the device.
Bulk Sales( more than4 devices) Sir/Ma'am, Please confirm how many devices are you looking to sell?
if more than 4 Sir/Ma'am, if you are looking to sell devices in bulk, please share the details of the devices and your contact details with us at [email protected]. And our team will contact you with the customised quote amount.
Wrong Information shared by mistake By mistake, I shared the wrong information. I sincerely apologise. Please ignore the past information.
Fraud Failure We apologize for any inconvenience this has caused you, but we are unable to pickup your device as per company policy.
Cus asking more info on fraud case We don't have enough information on it. Please contact us at [email protected] for more information.
FAQ's Sir, Please check the FAQ section for more information related to the pick up process.
Sir, Our FAQ sections give all step by step information related to the orders pick-up or payment etc
The FAQ section in our website will help you with all queries related to your order, please do take out some time and check the link. https://www.cashify.in/faq/category/buyback
Please check the link: https://www.cashify.in/faq/category/buyback to know more details about the process.
Exchange Process Template Sir/Ma'am we are dealing in indirect exchange. If you like to exchange your device kindly visit the brand website( brand name). From there you will be able to select the device as per your requirement and you can also exchange it. for more details please visit our website https://www.cashify.in/
"Sir/Ma'am, You would first have to purchase the device of your choice from the brand website and choose the cashify exchange option while purchasing it.

After the new device is delivered you would require to create a cashify order for your old device to avail the offer.

Please visit our website for more details: https://www.cashify.in/"
To check which brand is currently available for exchange offer, please visit our website: https://www.cashify.in/
The exchange offer is available with limited brands, please visit the website to avail the latest offer
Device Has motherboardheating issue "I regret to inform you that at this time, Cashify does not accept devices that have a motherboard or heating problem.

We are sorry we would not be able to purchase the device."
Service Available As we have checked, service is available in your location.

not happy with requote "We understand you are not happy with the quoted amount however the price quoted on our portal is as per the market standard and the current resale value of the device.

We are sorry that is the best price we can offer as of now"
Acknowledgement Glad to hear this, Sir. I am confident that I will be able to assist you in this matter.
How Cx will get payment after pick-up I'd like to inform you that once you place an order with Cashify to sell your old device, our technician will come to your location and diagnose it in front of you, after which you will be paid via the payment method you selected. 
Govt Id Proof in Recycle Orders Are you trying to place a recycle order via website or app?
Yes, government ID proof is required for a successful order. Please try placing the order via website.
If you still face any issues while placing the order, please send an email to [email protected].
Suspicious on CS panel Due to a certain technical glitch, we were not able to arrange the pickup till now. Please allow us 24 hours. We are raising the request from our end.
Multiple Quote- Number Blocked Your phone number may be blocked from generating multiple quotations on our website due to security concerns.
It will take between 24 and 48 hours. I'd like you to refrain from generating any quotes during this period.
Account Blocked- 30 days "As far as I can tell, you've placed three orders this month, which has resulted in the account being blocked for security reasons.

After 30 days, it will unblock, and you will be able to place a new order."
Sim card left in the phone Thanks for alerting us to this.
Certainly, I will get this sorted for you.
We apologise for the inconvenience, but be assured that the issue has been escalated, and our concerned team will contact you for the same.
Account deletion I'm sorry to hear you want to delete your account.
Could you please share the reason for account deletion?
I'm raising the concern of deleting your account with us, as per your request.
Deleting your account with us would take 15 days.

APR templates

Offer We have an interesting offer for you. As we checked, your device amount is greater than 7.5K, so you can choose Apple Premium Reseller Voucher as your payment mode while placing your order, and you will receive an additional benefit of 3000/- on your quote price, which you can use to purchase Apple mobile phones from the Apple premium store.
When cx is selling box pack, or recent purchased mobile and see big difference in amount We are sorry to inform you once the device is sold its second value always decrease from 25% to 50%, even if it under warranty.
APR listed Devices "I'd like to inform you, that you can purchase the following Apple gadgets with an APR voucher:
iPhone 13 Pro
iPhone 13
iPhone 13 mini
iPhone 12 & iPhone 12 mini
iPhone 11
iPhone SE
iPhone 13 Pro Max"

APR City List This website https://www.cashify.in/landing/apr will show you the various stores where you can use your APR voucher. Please click on the link provided to see a list of nearby stores as well as the device.

Cus Asking how to redeem APR voucher To redeem the Cashify Gift Card, text (CHYACT) (Card Number) (Pin) (First Name) (Last Name) to 9996633323 from your registered mobile phone number , To redeem, a 6-digit OTP will be generated and issued, which must be presented to the cashier.



Cus ask for APR Store availability We recommend that you check the Participating Store details at https://www.cashify.in/landing/apr/.

HDFC cash back offer If you choose the HDFC cash back payment option on the APR shop, you will receive an exchange bonus on your new device purchase from the same store.

Very Important

Phones Not Accepted

1. Touch not working or Display blank issue
2. Software issue - Phone hang, Overheating
3. Dead phone (RECYCLE)
4. iCloud block
5. Pattern lock / Password lock phone
6. Out of India purchase- The phone will be considered out of warranty only and the Indian sim should be working in it. (Only Iphones, samsung Accepted)
7. If Sim tray is not available on the phone.
8. In 3pl we do not buy Repair or Refurbished phone .
9. Device Emi pending
Process Update- Complimentary Extended Warranty

Customer can avail the 3months of extended warranty only on new phones less than 9 months old if you sell an old phone to us.
https://www.cashify.in/extended-warranty#activate
"INCLUDES
Mechanical & Electrical failures-- Buttons, Speaker, SIM tray, MMC tray, etc.
Screen Issues—Dead pixel, Unresponsive touch.
Network Issues—GPS signal, network issues.
Sensor Failure- Biometric, ambient, gyroscope, etc.
No extra cost of any spare part or labour.


DOES NOT INCLUDE
Any physical, liquid & fire damage.
Thefts, Lost or Missing Devices.
Intention Damage or Wilful negligence.
Cosmetic issues— dents, scratches, etc.
Accessories, Chargers, Cables & Adaptors.
Battery (both removable and inbuilt).
Data loss/ corruption in any way.
Normal wear & tear.
Issues related to SIM Card.
Headphones, memory cards, stylus.

SIMPLE CLAIM PROCESS
Register on portal
Submit Documents & Devices
Get Repaired Device with Warranty
Documents, Aadhar or any ID Proof, Address Proof & Invoice Copy.
Claims need to be registered within 7 days of occurrence of incident
Documents need to be submitted within 7 days of Claim Intimation.
Devices to be collected within 15 days post repairs from the service centre/ pickup point.
"
Prompt Pickup If cus calls during the pickup window,
The schedule pickup slot was crossed but the technician was trying to reach the customer (check in partners or FE history on BDCS) but the customer was not contactable. Take an alternate number and update it on BDCS.
Pickup Delay SPD is crossed and no attempt is made by the technician in FE History and no comments on BDCS
Email Templates

No Response mail for missed call and chat ooh "Dear Client,

We attempted to contact you, but your phone number was unavailable. We recognise that you may be extremely busy at work and hence unable to answer calls on the registered/shared numbers. Please feel free to contact us if you have any additional questions, or you may chat with us on the app or website.

Regards, Cashify Team"

Resolved Template "Dear Client,

Thank you for getting in touch with Cashify.

We hope your question has been answered as a result of our phone conversation.

Please contact us if you have any additional questions; alternatively, you can call us at 7290068900 or chat with us on the app or website.

Thank you for your time and consideration. 
Regards, Cashify"

Payment Template "Dear Client,

Cashify wishes you a warm welcome.

We regret that you had a problem with your device payment.

Please send us your Paytm number along with the beneficiary's name or bank account details in the manner below so that we can transfer your funds to your preferred payment method.

Bank Name-
Account Holder Name-
Account Number-
Ifsc code-

Alternatively, you can fill out this form: https://forms.gle/VgxdoPyDdgPx1Xto8

We'd like to let you know that processing your payment in your shared payment details will take 24-48 hours.

Sundays and Saturdays are not considered working days.

Please do not hesitate to contact us if you have any more questions; alternatively, you can chat with us on the app or website.

Warm Regards
Customer Support
Visit us at www.cashify.in
"
Account Blocked "Dear Client,

Cashify's greetings!!

In response to your email, I'd like to notify you that your account has been temporarily suspended since you've hit the maximum number of orders allowed. Please let us know if you see any discrepancies. We would be delighted to help you.

Your patience would be greatly appreciated.
Regards, Cashify Team"

Partnership with Cashify Please drop an email to [email protected] with the subject “Cashify Partnership”. We will then get in touch with you as soon as possible.

OLX leads "Dear Customer,

We would like to inform you that OLX has partnered with Cashify.

Now whenever customers login into OLX to sell their mobile phones, they will be redirected to the Cashify page and the sale of their device would happen through Cashify.

Cashify is the market leader in the sale and purchase of used mobile phones. For more information, please connect with us at [email protected]."