Sqoot Cash — Customer Journey Maps

Full service blueprints for both customer flows. Each stage maps the customer experience, internal operations, emotions, friction points, and opportunities.

⚖️ Gold Seller Journey
💎 Jewelry Repair Journey

Gold Seller — Full Service Blueprint

SQC-YYMMDD-NNNN
Customer Actions
Internal Ops
Emotion / Confidence
Pain Points
Opportunities
00
Awareness
Pre-funnel
Customer Actions
Searches "sell gold online" or "sell gold near me"
Sees Sqoot Cash ad, social post, or organic result
Lands on sqootcash.com — sees live gold price + "80% of spot" messaging
Uses calculator to estimate payout for their items
🔍 Google Search 📱 Instagram @sqootcash ▶️ YouTube @sqootcash 🌐 sqootcash.com
Internal Ops
SEO / SEM campaigns running
Live gold price feed refreshing every 60s from Supabase
Karat price cards auto-calculated from spot
Customer Emotion
Curious but skeptical — "Is this legit? Will I get ripped off?"
Pain Points
Fear of scams — too many shady "cash for gold" sites
No idea what their gold is actually worth
Overwhelmed by competing offers with no way to verify
Opportunities
Live calculator builds trust — shows real math, not vague promises
"Direct refinery" messaging differentiates from middlemen
Compare page kills competitor objections head-on
01
Request Kit
Day 1
kit_requested
Customer Actions
Clicks "Get Your Free Kit" button
Fills in name, email, phone, mailing address
Submits form — sees confirmation screen
Receives confirmation email from hello@sqoot.net
🌐 Kit request modal 📧 Confirmation email
Internal Ops
Kit request saved to Supabase orders table
Auto-numbered SQC-YYMMDD-NNNN
Status → kit_requested
Confirmation email fires via Resend (hello@sqoot.net)
Order appears in admin dashboard pipeline
Customer Emotion
Cautiously optimistic — "OK I've committed to trying it"
Pain Points
Anxiety about sharing address with an unknown company
"What if they never send the kit?"
Opportunities
Immediate email with tracking builds momentum
Include "What to expect" guide in confirmation email
SMS opt-in for real-time updates
02
Kit Arrives → Pack & Ship
Day 2–3
kit_shipped
Customer Actions
Receives insured FedEx kit at their door
Opens kit — finds prepaid label, tamper-evident bag, instructions
Packs gold, silver, or jewelry in security bag
Drops sealed envelope at USPS or UPS
Keeps receipt / tracking number
📦 Physical kit 📧 "Kit shipped" email w/ tracking 📋 Printed instructions
Internal Ops
Prepare FedEx 2-Day insured envelope ($100K coverage)
Include prepaid return label + tamper-evident bag
Status → kit_shipped
Trigger "Kit shipped" email with FedEx tracking
Monitor delivery confirmation
Customer Emotion
Mixed — excited the kit arrived, nervous about mailing valuables
Pain Points
Biggest emotional hurdle — letting go of physical gold
"What if it gets lost in the mail?"
Unsure what to include / what's worth sending
Opportunities
QR code on kit → video showing "how to pack" (builds confidence)
Clear insurance language on the bag calms fears
"Items not worth sending" list saves time on both sides
SMS: "We see your package is in transit!" auto-trigger
03
Receive & Assess
Day 3–4
received → assessed
Customer Actions
Receives "Package received" email — items are secured
Waits for XRF assessment results
📧 "Package received" email 📧 "Assessment complete" email
Internal Ops
Log package in — status → received
Photograph all items, assign to order
XRF spectrometer test — confirm exact purity & weight per item
Populate order_items table (karat, weight, purity, spot price)
Run 13-checkpoint audit (security seal, ID match, weight verification, etc.)
Status → assessed
Jay sets final offer based on XRF results
Customer Emotion
Anxious waiting — "Did they get it? What's it worth?"
Pain Points
Radio silence = panic. Any gap in communication erodes trust
Fear that assessed value will be far below estimate
Opportunities
Instant "received" email with photo confirmation is a trust bomb
XRF results email with breakdown educates customer on their metal
Speed matters — same-day assessment = competitive advantage
04
Offer Sent
Day 4
offer_sent
Customer Actions
Receives firm offer email with full line-item breakdown
Sees each item: karat, weight, purity %, spot price, payout
Decision point: Accept offer OR request free return
📧 Offer email w/ breakdown 📞 Phone call (optional)
Internal Ops
Generate offer from order_financials
Status → offer_sent
Send formatted offer email with "Accept" and "Return" links
If payout ≥ $10K → auto-flag Form 8300 in finance ledger
If declined → status → declined, initiate free return
If accepted → status → accepted
Customer Emotion
Peak tension then relief — "This is what it's all been leading to"
Pain Points
Offer might feel lower than calculator estimate (different karat mix)
Customer may not understand purity percentages
Decision pressure — "Should I accept or shop around?"
Opportunities
Transparency wins — full XRF breakdown builds trust even if offer is lower
"No pressure" return option de-risks the decision
Phone call for high-value offers adds personal touch
Upsell: "Keep your gold as Sqoot Pure credit" (future cross-sell)
05
Get Paid
Day 5
paid
Customer Actions
Accepts offer (clicks "Accept" in email or confirms by phone)
Provides bank details for ACH (if not already on file)
Receives "Payment sent" confirmation email
Money hits bank account within 48 hours
📧 "Payment sent" email 🏦 ACH deposit
Internal Ops
Initiate ACH payment via Plaid Transfer / Stripe
Status → paid
Record payout in order_financials
If ≥ $10K → complete Form 8300 filing
Send payment confirmation email with receipt
Close order in admin dashboard
Customer Emotion
Peak satisfaction — "I actually got paid fast and it was more than the pawn shop"
Pain Points
ACH takes 1–2 business days — customer may check bank obsessively
If payment delayed, trust collapses fast
Opportunities
RTP / FedNow instant payment = killer differentiator
Payment receipt email → ask for Google review
"Got more gold?" follow-up email with referral code
Cross-sell Sqoot Pure — "Turn your payout into physical gold ownership"
06
Post-Sale
Day 7+
Customer Actions
Leaves a Google or Trustpilot review (if prompted)
Shares experience with friends / family
Returns for second transaction — now a repeat customer
Internal Ops
Trigger review request email (Day 7)
Referral program email with unique code (Day 10)
Sqoot Pure cross-sell drip (Day 14)
Quarterly "gold price is up" re-engagement campaign
Customer Emotion
Advocate — "I tell everyone about Sqoot Cash now"
Opportunities
Referral incentive = free acquisition channel
Repeat customer = higher LTV, lower CAC
Sqoot Pure conversion = recurring revenue stream
Testimonial / video review for social proof
5 days
End-to-end
80%
Max spot payout
48hr
Payment speed
6
Email touchpoints
13
Audit checkpoints
$100K
Insurance coverage

Jewelry Repair — Full Service Blueprint

SQR-YYMMDD-NNNN
Customer Actions
Internal Ops
Emotion / Confidence
Pain Points
Opportunities
00
Awareness
Pre-funnel
Customer Actions
Searches "jewelry repair near me" or "mail-in jewelry repair"
Finds sqootcash.com/jewelry-repair
Browses 6 repair categories — finds their issue
Reads "We Do / We Don't" scope — confirms their piece qualifies
🔍 Google Search 🌐 /jewelry-repair page
Internal Ops
SEO for "mail-in jewelry repair" + service-specific terms
6 service cards with examples pre-qualify customers
Customer Emotion
Stressed & sentimental — "My grandmother's necklace is broken, I need someone I can trust"
Pain Points
No good local jeweler — or local quotes are absurdly high
Emotional attachment to the piece — can't risk a bad repair
Skeptical about mailing jewelry to a stranger
Opportunities
"Certified jewelers, 15 years experience" builds credibility
Before/after photo gallery would be a trust accelerator
Clear "We Don't Repair" list saves time — no costume jewelry surprises
01
Quote Request
Day 0
quote_requested
Customer Actions
Fills out repair quote form — name, email, address, repair type, metal, description
Optionally uploads photo of damaged piece
Submits form — sees confirmation
Receives "Quote request received" email
📝 Quote form 📧 Confirmation email
Internal Ops
Quote saved to Supabase orders table (type: repair)
Auto-numbered SQR-YYMMDD-NNNN
Status → quote_requested
Confirmation email fires via Resend
Jay reviews description + photos, prepares preliminary quote
Customer Emotion
Hopeful — "I hope they can fix it and it won't cost a fortune"
Pain Points
Uncertain about cost — "Will it cost more than the piece is worth?"
Describing the problem in text is hard — photos help but aren't always clear
Opportunities
Fast response (within 1 business day) = competitive edge
Live video appraisal option via mobile app (future)
"No work until you approve" messaging de-risks the ask
02
Quote Sent → Kit Shipped
Day 1
repair_quoted
Customer Actions
Receives preliminary quote email with price range
Approves the quote — agrees to send piece for in-person assessment
Receives insured FedEx 2-Day repair kit
📧 Quote email 📦 Repair kit shipped
Internal Ops
Send preliminary quote based on description + photos
Status → repair_quoted
On approval → ship FedEx insured kit ($100K coverage)
Same kit system as gold buy — prepaid label + tamper-evident bag
Customer Emotion
Reassured by price range — "This is reasonable, let's do it"
Pain Points
"Preliminary" quote feels uncertain — "Will the final price be higher?"
Still nervous about mailing a sentimental piece
Opportunities
Set a clear price ceiling: "Final price will not exceed $X without your approval"
Include care instructions for packaging delicate pieces
03
Ship → Inspect & Confirm
Day 2–4
repair_inspected
Customer Actions
Packs piece in security bag, drops at staffed FedEx location
Receives "Piece received" confirmation email
Receives final confirmed price + scope of work
Decision point: Approve repair OR request free return
📦 FedEx drop-off 📧 "Received" email 📧 Final scope + price email
Internal Ops
Log piece — status → received
Jeweler inspects piece in person — confirms exact repair needed
Photograph condition on arrival
Finalize price based on actual assessment
Status → repair_inspected
Send final confirmation email — "No work without written approval"
Run 8-checkpoint repair audit
Customer Emotion
Nervous waiting — "I miss my piece. Is it in good hands?"
Pain Points
Separation anxiety — piece is out of their hands
If final price is higher than preliminary quote, trust dips
Opportunities
Photo of piece on arrival proves it's safe — huge trust builder
If price matches preliminary quote exactly, highlight that: "As quoted — no surprises"
Free return option eliminates buyer's remorse
04
Repair In Progress
Day 5–10
repair_in_progress
Customer Actions
Approves repair in writing (email reply or link)
Pays repair fee (Stripe / ACH)
Waits for completion notification
📧 Approval confirmation 💳 Payment (Stripe) 📧 Progress update (optional)
Internal Ops
Status → repair_approved → repair_in_progress
Collect payment (Stripe Link for under ~$5K)
Certified jeweler performs repair
Quality check — compare to original condition photos
Post-repair photography
Record repair_final_cost + repair_notes
Status → repair_complete
Customer Emotion
Patient anticipation — "I can't wait to get it back"
Pain Points
7–10 day turnaround feels long for simple repairs
No visibility into repair progress
Opportunities
Mid-repair progress photo ("Here's your ring on the bench") = delight moment
Express repair tier (premium) for 3-day turnaround
"Repair complete" email with before/after photos
05
Repaired & Returned
Day 10–14
repair_shipped
Customer Actions
Receives "Repair complete — shipping back" email with before/after photos
Tracks return package via FedEx
Receives repaired piece — inspects quality
Wears their piece again 🎉
📧 "Shipping back" email 📦 Insured FedEx return 📧 "How did we do?" follow-up
Internal Ops
Package repaired piece — insured to repaired value
Ship via FedEx 2-Day
Status → repair_shipped
Send return tracking email with before/after photos
Trigger satisfaction survey (Day 3 after delivery)
Customer Emotion
Delighted — "It looks brand new! And I didn't have to leave my house"
Pain Points
If repair quality is poor, all trust is destroyed — no second chance
No local recourse if something goes wrong
Opportunities
Before/after photos in email = instant shareable social proof
Include a branded jewelry care card in the return package
Satisfaction guarantee builds repeat business
06
Post-Repair
Day 14+
Customer Actions
Leaves a review — shares before/after photos
Tells friends about the service
Returns for future repairs or gold selling
Internal Ops
Review request email (Day 3 post-delivery)
Referral program invitation (Day 7)
Cross-sell: "Got gold to sell?" email (Day 14)
Annual "jewelry check-up" reminder campaign
Customer Emotion
Loyal advocate — "This is MY jeweler now"
Opportunities
Before/after gallery on website = best conversion tool
Cross-sell gold buying to repair customers and vice versa
Annual maintenance program = predictable recurring revenue
"Jewelry insurance partner" referral deal (future)
10–14 days
End-to-end
6
Repair services
$100K
Insurance coverage
8
Audit checkpoints
2
Approval gates
7+
Email touchpoints

Sqoot Cash — Customer Journey Service Blueprints · Internal Document · March 2026