If the terminal machine does not respond or is broken, the Boutique Manager/in charge needs to inform the service provider immediately (refer to the toll-free number for the contact details) and keep the Area Manager, Loss Prevention and Finance Team in the loop. It is the responsibility of the Boutique Manager/in charge to ensure that there are 2 terminal machines in working condition.
Declined payment:
1. In a few cases, the following messages may appear on the credit machine - “transaction cancelled” or “card declined”. 2. If the transaction is cancelled, a copy of the cancelled receipt must be handed to the customer as proof that there was no transaction.
3. The staff member needs to kindly ask the customer if he/she can process the transaction again.
4. If the device shows “card declined”, the staff member should politely and discreetly explain that payment has not been approved and an alternative method of payment should then be kindly requested. 5. Tally the card register as per system X report. Any shortage or excess should be reported to the manager immediately by filing the details into the cash discrepancy incident report. 6. The cash discrepancy incident report needs to be sent to the Area Manager, Operations Manager and LP. 7. The closing deposit form needs to be signed by the cashier and handed over to the Manager on Duty, acknowledging the discrepancy. Note: If “declined/cancelled transactions” have been accepted, the employee concerned will be held responsible, which may lead to disciplinary action.
Stolen or fraudulent use of credit/debit cards: 1. As debit and credit cards are not transferable, at no point in time should the store accept and process payment if the cardholder is not present or the card has been clearly presented by a person who is not the cardholder. 2. If payment is declined and the cashier suspects that the customer has presented a fraudulent credit or debit card, the staff member should, as discreetly as possible, seek telephone approval.
14/04/2023
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