Business continuity
Manual Order Pads / Laptops (only when authorised by DM) Every store across the business has been provided with a Manual Order Pad which you should only use in certain circumstances. It is critical you are aware how to use these pads and ensure each manual order copy used from the pad is accounted for during store audit.
It is a paper copy of a customer’s order with us and works as a contractual document between us and the customer. The same copy also serves as a valid receipt of payment confirmation for customers. These should be used in the following circumstances:
• If computer systems are down in-store, preventing you from taking live orders from customers
• If there is a power cut at the store
• Extremely busy times in stores, where a customer cannot or will not wait for a computer to become available to complete an order.
These allow you to continue serving customers in case of system outages and during extremely busy periods.
Manual Card Payments Should you experience any issues with your PDQ machine, which prevents payments from being processed, please contact the IT Service Desk via the portal. If our IT Team are unable to resolve the issue immediately, please contact another store to process a standalone payment for you, using a manual order number.
If the PDQ machine displays a message to call the bank for authorisation, please refer to ‘Mail Order Policy (Customer Not Present)’. This document contains the correct contact numbers for Worldpay to assist you with these transactions.
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