Notes

Hold Kaya mai aapki behtar jankari ke liye aapki Chat ko 2-3 minutes ke liye hold pe rakh sakta hu / sakti hu , taki mai aapki details check kr pau
Unhold Chat pe bane rahne ke liye dhanyavad
Further Assistance Isske alawa kaya mai aapki koi aur Sahataya kar sakta/ sakti hu
Closing Cashify me connect krne ke liye dhayanvaad , aap samay shubh rahe



1.How to create the order

How to create order for Non-express pincodes?

Step1 Please aap apne device ke brand ka naam, model number aur pincode share kardijiye, taaki hum aapki details check karke aage help kar sake

Step 2 Check on tableau or website

Step 3 Aapko batana chahuga/chahugi ki aapka device aur location hamare website/app per listed hai sell karne ke liye, aap hamari website www.cashify.in or cashify ka app download kar sakte hai.
Pickup location option mein aapko apna home address mention karna hai, jiska aapke pas valid address proof available hona chahiye.
Aapko jaankari dena chahege pickup ke time aapko ek government ID proof hamare agent ko dikhana hai jisme aapka pickup location mention ho, Jaise ki aadhar card or voter Id card aur agar aapne apna pickup location koi office address mention kiya hai toh aapko apna koi bhi office Id show karna padega.
Iske Alawa, Aap diye gaye link se apne device ki sahi jaankari fill karke exact price check kar sakte hai.
Link: https://www.cashify.in

2. How to create order for Xpress pincodes?

Step 1: Please aap apne device ka brand, model and pincode share kardijiye, Jissey hum aapki details check karke aage help kar sake.

Step 2 "Check on tableau or website
"

Step 3 Jaisa hum check kar paa rahe hai aapki location per hamari xpress service available hai. Jaha se hum kewal anroid phone hi khareed sakte hai jiska price 12000 se kam hona chahiye.
Order place karne ke liye aapko cashify ka mobile app apne same phone me download karna hoga jisey aap Bechna chahte hai or order kewal app se hi place kiya jaa sakta hai.
Aapko suchit kiya jata hai, cashify app ke homepage per aapko left corner per "select your city" ka option dikhega jaha per aapko apna pincode enter karne ke baad dropdown se apna city name select krna hai. Uske baad aap sell now option per jaakar order place kar skte hai.
Pickup ke samay, Aapko device ko ek box ke sath agent ko dena hota hota hai, agar aapke pas original box available nahi hai toh aap koi bhi mobile box ke sath device agent ko de skte hai. Iske alawa, aapka device bilkul working condition me hona chahiye and uski screen per koi bhi nissan nahi hona chahiye.

Payment not received scenarios



Payment Failed: Jaisa ki hum check kar paa rahe hai, aapke device ka payment failed hogya hai. Cashify ke end se aapko ek mail aagya hoga aapki registered email id per, uss mail pe aap apne dusri bank details bhej dijiye. Jaise hi hame aapki details milegi uske 24-48 working hrs baad aapki payment hmari taraf se process ki jayegi.

Payment Pending Jaisa ki humne check kiya hai aapke device ka payment pending status me hai. Aapse anurodh karna chahunga/chahungi ki aap aaj aur agle 2 working days ke liye wait karen. Aapko jald se jald aapka amount mil jaayega. Agar aapka amount aapko nahi mila toh hum aapse dusri bank details share karne ke liye kahege aur amount manual roop se aapke account mein process kar diya jayega.


Payment complete but not received by the customer: "Jaisa ki main check kar paa rahi/raha hu, aapke order ka payment poora ho chuka hai. Yadi aapko amount nhi mila hai toh aapse aaghrah krna chahuga/chahugi ki aap pickup ke din se leke aaj tak ka bank statment pdf form me hamari email id [email protected] per share kar dijiye. Hum nishchit roop se iss maamle me aapki help karege.
"

Payment link submitted/filled Aapko suchit kiya jata hai ki yadi aap apne alternate bank details pehle hi share kar chuke hai, toh hum kewal aapke bheje gaye payment mode ka upyog karke hi amount dobara bhejege. Payment complete hone me 24-48 ghante lageng


Late Responses aapako itni der prateeksha karane ke lie khed hai
deree se pratikriya dene ke lie maaf karen .
pratikriya mein deree ke lie main kshama chaahata hoon, isamen apeksha se adhik samay laga.
Elaborate main aapase anurodh karoonga ki aap krpaya apanee problem humen explain kijiye taaki hum aapki problem ko solve kr sake
kya aap krpaya behatar sahaayata ke liye humne apna problem explain kr sakte hi
Empathy/ Assurance/ Acknowledgement/ ownership dhanyavaad. ham nishchit roop se isamen aapakee madad kar sakate hain.
main aapakee problem ko pooree tarah se samajhata hoon. krpaya pareshaan na hoe. main nishchit roop se aapki jankari dunga iss concenr ke sambandh me .
main pooree tarah se samajhata hoon ki aap kaisa mahasoos karate hain.
jaisa ki main aapaki chinta ko samajhata hoon, mujhe aapake lie vivaranon ki sheeghrata se jaanch karane den. main nishchit roop se aapako sarvottam sambhav samaadhaan pradaan karoonga.
mujhe yah jaanakar afasos hua ki aapako ye samasyaen ho rahee hain. ham jald se jald aapki madad krenge
Asking for hold Kaya main aapki behtar jankari ke liye aapki chat ko 2-3 minutes ke liye hold pe rakh sakta hu / sakti hu
Unhold Hold pe bane rahne ke liye dhanvaad
Further assistance Isske alawa kaya mai aapki koi aur sahayta kar sakta hu
Closing Cashify me sampark karne ke liye dhaynvaad . aapka samay shubh rahe
No Response Appki taraf se koi uchit response na aane ke karan iss chat ko samapat kiy jaa raha hi , Cashify me sampark krne ke liye dhayanvaad
Asking For Service Id Kaya main aapka order ID jaan sakta hu/ sakti hu taaki mai aapki details check kr aapko jaankari de saku
Asking For Service Id aapke registered Email ID & phone number se hum aapka order details check nhi kar paa rahe hai, aapse request krenge ki aap apna order ID bata dijiye taaki hum aapko jaankari de saken
Pincode/ Device Details krpaya apane device ka naam, modal nambar aur pincode bata dijiye taaki ham aapaki behatar sahaayata kar saken.
Asking for Alternate number Kaya mai aapka alternate contact number jaan sakta hu
Escalation hamane is mudde ko apane varishth adhikaariyon ke paas bhej diya hai aur ve is par kaam kar rahe hain. ham nishchit taur par is maamale mein kaarravaee karenge.
hamane is mudde ko teem ke paas bhej diya hai aur ve is par kaam kar rahe hain. hum is concern ko jald se jald solve karane kee pooree koshish karenge.
Pickup Enquiry. General- Step 1 Jaisa ki main check kr paa rahi hu / raha hu ki aapke device ke pick (date) ko schedule hai (time) .
Step 2 Humare pickup person appko confirmation call bhi karnge aapke diye huye address pe aane se phale
Mandatory Info Before Pickup aapase anurodh hai ki yah sunishchit karen ki pickup se pahale neeche di gai check list poori ho gai hai.
1. Goverment ID Proff pick up location ka
2.Device 50% charge hona chaiye
3. Device ke data ka backup
4. Device ko reset karen
5. Device me se Sim/ Memory card remove krle
Pickup -(Escalation) Humen aapke issue ko concerned department escalated kar diya hai, aur aappke device ka pickup jald se jald krwa liya jayega
Cu requested Today Pickup Hamen aapako yah bataate hue khed ho raha hai ki aaj nirdhaarit pick up time se pahale pick up krpana sambhav nahi ho payega.
Pickup Enquiry. in 3pl aapaka device ka pick up (Date) subah 10 baje se shaam 6 baje ke bich kiya jayega. Humare technician appko confirmation call bhi karenge aapke pick up location pe aane se phale
Mandatory Info Before Pickup (3pl) kripaya sunishchit karen ki aapaka device saphal pick up ke liye mention condition ko match karta hai
1- Phone ki screen kharaab ya toota nahin hona chahiye
2-Screen touch thik se kaam karana chaahiye
3- Device Screen Lock disable hone chaahiye
4- Device ka accessories hona mandatory nahi Hai
5 Screen pe Koi spot nahi hona chahiye
6. Device me se Sim/ Memory card remove krle
7. Koi bhi Box required hoga ,
3pl Cancellation "Mujhe aapako yah bataate hue khed hai ki aapaka order cancel nahin kiya ja sakata kyonki yah hamaare logistic partner ke maadhyam se pick up ke lie pahale se hi align hai.

Phir bhi, aap directly pick up agent ke maadhyam se cancel kar sakate hain, Jab bhi aapako confirmation ke lie call ki jaati hain to aap pick up ko cancel kar sakate hain."
3pl Reschedule "Mujhe aapako yah bataate hue khed hai ki aapaka ordar rescheduled nahin kiya ja sakata hai kyonki yah hamaare logistics partner ke maadhyam se pikap ke lie pahale se hee aligned hai.

Lekin, agar aapako pick up ke lie call aate hai to aap ise seedhe pick up agent ke maadhyam se reschedule kar sakate hain"
3pl pickup done
Step 1 APOLOGY Maafi chahunga aapke saath jo ashuvidha hui hai, kripya hume thoda samay dijiye takki mai aapki delatils check kr paau and aapko best possible solution provide kar saku .
Step: 2 Jaisa ki mai check kr paa raha hu aapka order Delhivery agent ke through pick kiya gaya hai, aap bilkul nischint rahe aapka payment bilkul surakshit hai, Jaise hi aapka order agent ke throuh complete mark kar diya jaata hai, Aapka payment aapke selected mode of payment me turant aa jayega, Maine apni taraf se aapke iss concern ko apne relevant department ko esclate bhi kr diya hai
Reschedule
General Reschedule Query Hum aapse request krenge ki aap jo date and time change karna chahte hai wo hume bata dijiye, Hum apni taraf se puri koshish krenge aapke device ka pick up karwana ke liye.
Reschedule & Apology (pickup delay) Appke saath jo ashuvidha hui hai uske liye maafi chahunga, aapse request karung ki aap kal slot time tak ka time hume dijiye, Hum apni taraf se puri koshish krenge aapka device pick up karwane ka
Pickup Rescheduled Confirmation Appke ki request ke anusaar aapke order ka pick up reschedule kar diya gaya hai (Date & Time ) ke liye, Jald se jald hum kosis krenge aapka order pick karwane ke liye
Pick up Delay
Pick up delay Mai maafi chahunga ki aapke device ka pick as per schedule nahi ho paya, aap nischant rahe hum apni taraf se puri kosis krenge ki aapke device ka pick up jald se jald so sake.
Jaisa ki mai aapko samajhpaya hu ki, Aaapko na koi call aaya hai aur nahi humara technician aapke location pe visit kiya hai right ?
Mai maafi chahunga ki aapke device ka pick as per schedule nahi ho paya, aap nischant rahe hum apni taraf se puri kosis krenge ki aapke device ka pick up jald se jald so sake.
Mujhe bahut khed hai, lekin is samay aapke request ko poora karana sambhav nahin hai. Request karunga ki aap mujhe thora time dijiye taaki mai next slot ki availability check kr pau
Mai aapse rerequest karunga ki app kal ke liye slot confirm kr dijiye, Hum puri kosis krnege appke device ke pick up karane ka.

Extra Pickup Enqueries
SPD Crossed (customer number not reachable) Sir, Jaisa ki mai check kar paa raha hu abhi bhi aapka pick up pending hai , Humari aur se multiple time contact karne ki kosis ki gai hai, but aapka number not reachable hone ke karan hum connect nahi kar paye, appse request karenge ki aap kal ke liye koi bhi slot bata dijiye, Humari concern team aapke device ko shared time slot me pick ke legi , Aur aapse request karene ki aap please apna alternate contact number batadijye taaki hum aapse connect kar paye.
Customer not available for Pickup Aapki family members me se koi bhi device handover kr sakte hai, But unko aapna Government ID proof dikhana hoga aapke documents ke saath.
Pickup from Public Place Mai maafi chahunga ki aapka pick up public location se pick up nhi kiya jaa sakta hai, Smooth transaction ke liye aapko koi Government ID/ Address proof provide Karna Hota hai.
Pickup Slot Request Mai aapse request karunga ki aap kal ke liye koi bhi slot bata dijiye, Hum aapke device ka pick up jald se jald arrange krne ki kosis karenge
Pickup (Accessories Required ) Mai aapko batana chahunga ki aapne order place karte time jo bhi accessories details ke baare me jankari di thi wo available hona hahiye, Incase diye gaye details me se koi bhi accessories available nahi hota hai to aapke device ka price reduce kar diya jata hai
Before SPD (pickup before schedule) Sir main aapko batana chahunga ki technician aapke area me the isslye liye, wo aapke device pick up kene ka attempted Kiya tha, Agar aap Aaj Apna device nahi Dena chahte hai to aap unko bata sakte hai ki aapke selected slot pe hi aapka device pick up kiya jaye
What we do post buying the device "Graahak se kharide gae each device ki evulation usaki condition ke anusaar kiya jaata hai aur usi ke anusaar use kiya jaata hai.

yadi device aage use ke lie upayukt nahin hai, to ise hamaare recycling partner, Karo sambhav ke through unke norms ke anusaar recycl kiya jaata hai.

isake alaava, device ko ""Refurbished Device"" ke clear indication ke saath market mein vaapas bechajaata hai."
Repeat IMEI "Kripaya subject line mein IMEI number ke saath [email protected] par ek email bhejen.
Humari team IMEI ko whitelist mein daal degee, wishlist mein aane ke baad aap 24 se 48 ghanton ke baad pikap ke lie ek naya request de sakenge."

Cancellation Request
Aap se request karunga ki aap cancellation reason share kare taaki future me aapko ek behatar experience hum de sake
kya aap kripaya cancel karane ka reason share kar sakate hain?
Avoid Cancellation Avoid Cancellation/ Try to find a solution
Kripaya hume Ek last chance den. Hum ise praathamikata ke aadhaar par sulajha lenge. maine isake lie ek esclation bhi raised kiya hai.
FInal Cancellation with apology Hamen vaastav mein khed hai ki ham aapakee apekshaon par khare nahin utar sake. ham abhi order cancel kar rahe hain. ham future mein aapaki behatar service provide karne ki puri kosis krenge .
FInal Cancellation without apology Aapki request ke aanusaar aapka order cancel kr diya gaya hai, Ham future mein aapki behatar servie provide karne ki puri kosis karenge
Avoid Cancellation(Quotation Issue) Main bilkul samajh sakta ki aap happy nahi hai quote amount se,Lekin mai aapko batana chahunga ki humare portal pe jo quote amount offer kiya gaya hai wo market standard and current reselling value ki according behatar price. Maafi chahenge but abhi hum aapko yahi behtar price offer kr sakte hai
Next step offer extra amount by suggesting to change mode of payment
Wrong Cancellation/Already Cancelled/wrong product details Sir jaise ki hum check kr paa rahe hai, appka order cancel hai , Still agar aap apna device sell karna chahte hai to aapse request karnege ki cashify application ke through aap new order place kar sakte hai
2 or more order wants pick up at the same time Sir mai bilkul samajh sakta hu aapke concern ko, lekin humare paas aisa koi provision nahi hai ki hum single technician align kr sakaun, Main apne taraf se change ke liye concern team to mail mark kar raha hu.
DONATION or RECYCLE Cancellation "Mujhe aapako yah bataate hue khed hai ki aapaka order cancel nahin kiya ja sakata kyonki yah hamaare logistic partner ke maadhyam se pick up ke lie pahale se hi align hai.

Phir bhi, aap directly pick up agent ke maadhyam se cancel kar sakate hain, Jab bhi aapako confirmation ke lie call ki jaati hain to aap pick up ko cancel kar sakate hain."
3PL Cancellation "Mujhe aapako yah bataate hue khed hai ki aapaka order cancel nahin kiya ja sakata kyonki yah hamaare logistic partner ke maadhyam se pick up ke lie pahale se hi align hai.

Phir bhi, aap directly pick up agent ke maadhyam se cancel kar sakate hain, Jab bhi aapako confirmation ke lie call ki jaati hain to aap pick up ko cancel kar sakate hain."

Requote Issues
"In the case where the customer is saying last month's value was more and now showing less or very less.
" Mujhe aapko yah bataate hue khed hai ki device ka price fixed nahi hota hai,Ye change hote rahte hai market demand and reselling value ke according
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.
Hum aapko batana chahenge ke first value us device ke liye hota hai jiski warranty 0-3 months ka ho and flawless condition me ho, and device ki value uske condition and age ke basis pe consider Kiya Jata hai 3-6 & 6-11 months. more than 11 months age out of warranty consider Kiya Jata hai
Quote (Not Happy) Quote, amount se extra amount pane ke liye aap amazon voucher as a mode of payment select kar sakte hai jisme aapke 4% additional amount milta hai, Iske alawa aap Flipkart Bhi opt kar sakte hai jisme aapko 5% additional amount milta hai. Note - Iss offer ko avail Karne Ke Liye aapko amazon ya Flipkart as mode of payment opt Karna hota hai
Extra Offer Aap Amazon ya Flipkart as a mode of payment choose kar sakte hai, Jisme ki aapko 4% and 5% additional amount milta hai device ki quote value ke upar. Is offer ko avail krne ke liye aap ko amazon ya Flipkart mode of payment choose Karna Hota hai
Re quote Humare technician aapke device ko check karnege aapke saamne, Agar koi bhi details mismatch hota hai to price ussi ke anusaar requote kiya jata hai .
Kabhi-Kabhi customer dwara di gai information technician dwara inspection par device ki physical condition match nahi hota hai . isake anusaar di jaane vali amount mein kami aati hai.


Still customer unhappy about the requote Sir, Jaise ki mai check kar paa raha hu, Aapne jo details order place karne ke time share kiya tha wo mismatch hai physical condition se (Explain the requote reason)

Requote Mismatch Detailed Template
1st Statement Humne kabhi nahi chahte ki aapko kisi bhi prakar ki ashuvidha ho, Mai aapko batana chahunga ki device ke details me mismatch hone ke karan actual price me difference hota and re-quoted amount offer kiya jata hai.
2nd Statement "Jaise ke mai check kr paa raha hu aapke device ke ditails me mismatch hone ke karan re-quote kiya gaya hai . 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 kijiye agar aapko requoted amount accepted hai to main yanha se aapka order re-open kr deta hu. (Only in very genuine cases, keep this activity minimal)
Share Images on Support Aap se request karuna ki aap apne device ki image [email protected] pr share kare
Payment issue
Instant Payment (Cu has been miscommunicated) "Hum agent ke taraf se kisi bhi galat information ke lie maafi chaahate hain, Hum pick up ke time pe tatkaal bhugataan karate hain.

main aapase anurodh karata hoon ki krpaya courier person se apane door step par ordar ko poora karane ke lie kahen taaki aapako turant bhugataan mil sake."
Payment Modes Sir Mai aapko batana chahunga ki humare pass mentioned payment mode available hai . 1. Bank Transfer2.Paytm 3. UPI 4. Amazon voucher 5. Croma 6.Flipkart Gift Card 7. APR voucher.
Payment Mode(UPI) jaise ki mai check kr paa raha hu ki aapne UPI payment mode select kiya hai. Pick up ke time pe UPI dwara linked bank account me device ka amout instantly transfer kiya jayega.
Payment Mode(Amazon) Agar aapne Amazon Voucher select Kiya hai as a mode of payment, Ye voucher aapke registered email pe send kiya jayega, Jaise hi aapke device complete mark Kiya Jata hai.
Payment Mode(Flipkart) Aapane Flipkart gift voucher ko payment mode ke roop mein chuna hai. Phir aap pick up ke samay apane registered mail address par mail ke Madhya se Flipkart gift card ke roop mein payment praapt karenge.
Payment Mode(IMPS) Jaisa ki humane check ki hai, aapane instant bank transfer ka vikalp chuna hai, isalie pickup ke samay aapako IMPS ke maadhyam se aapaka payment aapake bank account mein mil jaega.
Payment Mode(Croma) Yadi aap Croma Voucher chunate hain, to aap ko apane device ke lie quote amount se additional amount praapt hogi. Is voucher ka use www. chroma.com aur Croma store par hkiye ja sakate hain
Alternate Payment Mode Aap se request karenge ki aap please alternate payment details shar Kare iss link https://forms.gle/VgxdoPyDdgPx1Xto8 kunki aapka previous payment failed ho gaya hai. Aap apne bank account ki details Hume [email protected] pe bhi share kar sakte hai
Change payment mode Sir aap pick up se pahle apane Cashify account se payment mode change kr sakte hai. Please aap Apna Cashify account logged in kare, Go to profile >>Payment mode>>choice payment mode>>Update.
"""Sir hum Apni Taraf se aapke payment ka mode nahi change kar sakte hai due to company policy.

Ye bhut hi simple process, Kripya AAP Apna Cashify account login kare , Go to profile >>Payment mode>>choice payment mode>>Update."""
Cus request us to change the payment mode Humen aapako yah bataate hue khed hai ki payment detaiils security issues ke kaaran Customer dwara change kiya ja sakata hai.
Sir Hum company policy & security reason ki wajh se payment mode change nahi kar sakte hai. Aap se request karunga ki aap website and application ke dwara payment mode change kr sakte hai ye bhut hi simple process hai .
Sir, Order complete hone ke baad payment mode change nahi kiya jaa sakta hai.
Payment Link Submitted/Filled Agar aapne bank details already link ke dwara share kar diya hai, Hum payment initiate kr denge aapke dwara diye hue account me and isko process hone me 24-48hrs ka time lagta hai. Note: Saturday and Sunday working days mai consider nhi Kiya jata hai ."
pending - T+2 Jaise ki hum check kr paa rahe hai aapke payment ka status pending hai but payment cashify ke account se deduct ho gaya hai, Aap se anurodh karunge ki aap aaj aur agle 2 working days ka wait kr lijiye. Appko jald se jald payment mil jayea
Yaddi aapko amount receive Nahi Hua hai to wo cashify ke account me rolled back ho jati hai, Hum aap se request kareneg ke aap please apna bank account details share kr dijiye hum aapke dwara share kiye huye bank account me manually process kr denege.