153 lines
10 KiB
HTML
153 lines
10 KiB
HTML
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<title>POS Protocols — Carolyn Dail</title>
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<body>
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<div class="terminal-bar">
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<span class="dot red"></span><span class="dot yellow"></span><span class="dot green"></span>
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<span class="title">carolyn-dail ~ protocols — Point-of-sale standard operating procedures</span>
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</div>
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<div class="container">
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<a href="index.html" class="back-link">◄ Back to Triage Desk</a>
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<div class="hero">
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<h1>POS Protocols</h1>
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<p class="subtitle">Standard operating procedures for the front end. These are the ones I hand to new hires on day one—because if you can't follow a protocol, you can't improvise one.</p>
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</div>
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<div class="section">
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<div class="section-header"><span>Open Protocol — Pre-Shift</span></div>
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<div class="section-body">
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<div class="protocol">
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<div class="protocol-header"><span>PRO-001</span><span class="proto-id">OPENING CHECKLIST</span></div>
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<div class="protocol-body">
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<ol>
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<li>Verify cash drawer starting count (must match previous close + float). Record variance if >$0.50.</li>
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<li>Test card reader with test transaction ($0.01 auth, immediate void). <em>This catches 90% of reader failures before a customer notices.</em></li>
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<li>Confirm receipt paper roll is loaded and cutters are clean. A jammed cutter is a 4-minute delay per transaction.</li>
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<li>Check that the floor manager has signed the price-override log from yesterday. <em>Unapproved overrides are theft, not mistakes.</em></li>
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<li>Verify the emergency power indicator is green. We lost a full Saturday in 2019 because nobody checked this one Tuesday.</li>
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</ol>
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<p class="note">Rule: If the drawer is off by more than $0.50, do NOT open for customers. Call the floor manager. This is not negotiable.</p>
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</div>
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</div>
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</div>
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</div>
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<div class="section">
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<div class="section-header"><span>Transaction Protocol — During Shift</span></div>
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<div class="section-body">
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<div class="protocol">
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<div class="protocol-header"><span>PRO-002</span><span class="proto-id">VOID / RETURN WORKFLOW</span></div>
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<div class="protocol-body">
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<ol>
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<li>Customer requests void or return.</li>
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<li>Retrieve original receipt. If no receipt, check the POS transaction log by time window (±5 min).</li>
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<li>If item is unopened/with tags: process at register. Log reason code (D01–D07).</li>
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<li>If item is opened/damaged: require manager override. <em>Never override yourself.</em></li>
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<li>For returns >$100: manager override + secondary verification (photo ID optional, not required).</li>
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<li>File original receipt in the void bin (the labeled shoebox by the safe). We audit these weekly.</li>
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</ol>
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<p class="note">Metrics we track: void rate per cashier (target <2%), return rate by reason code. I publish these every Monday morning.</p>
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</div>
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</div>
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<div class="protocol">
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<div class="protocol-header"><span>PRO-003</span><span class="proto-id">CASH SHORT / OVER RESPONSE</span></div>
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<div class="protocol-body">
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<ol>
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<li>Register reports "Cash Short" or "Cash Over" at end of transaction.</li>
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<li><strong>Do not</strong> add or remove cash to balance. This is a data point, not a suggestion.</li>
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<li>Recall the transaction details mentally: what bills were handed? Was there a change-making error?</li>
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<li>Document the amount and time on the shift log (the clipboard by the break room).</li>
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<li>If cumulative short/over exceeds $5.00 in one shift, notify the floor manager immediately.</li>
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</ol>
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<p class="note">I've seen new cashiers "fix" a $0.25 short by adding their own quarters. That is how embezzlement starts with good intentions. Document it. Let the numbers tell the story.</p>
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</div>
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</div>
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</div>
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</div>
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<div class="section">
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<div class="section-header"><span>Close Protocol — End of Shift</span></div>
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<div class="section-body">
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<div class="protocol">
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<div class="protocol-header"><span>PRO-004</span><span class="proto-id">Z-READ / END OF SHIFT</span></div>
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<div class="protocol-body">
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<ol>
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<li>Run Z-read from the POS terminal. This prints the shift summary: total sales, tender breakdown, voids, returns.</li>
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<li>Count physical cash in the drawer. Compare to the Z-read cash total.</li>
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<li>If variance ≤ $0.50: record as "within tolerance" on the shift log. Sign and date.</li>
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<li>If variance > $0.50: recount. If still off, document with a note and flag for the floor manager.</li>
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<li>Deposit cash in the safe using the drop bag protocol (two sets of eyes).</li>
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<li>File the Z-read slip in the daily binder, tabbed by date.</li>
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</ol>
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<p class="note">The Z-read is the retail equivalent of the AGC's telemetry downlink. It's your data trail. Protect it.</p>
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</div>
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</div>
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</div>
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</div>
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<div class="section">
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<div class="section-header"><span>Metrics Dashboard — Weekly Targets</span></div>
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<div class="section-body">
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<table class="ops-table">
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<thead><tr><th>Metric</th><th>Target</th><th>Current (7d avg)</th><th>Status</th></tr></thead>
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<tbody>
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<tr><td>Void rate</td><td>< 2.0%</td><td>1.4%</td><td style="color:var(--fg)">● ON TARGET</td></tr>
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<tr><td>Avg transaction time</td><td>< 4.5 min</td><td>3.8 min</td><td style="color:var(--fg)">● ON TARGET</td></tr>
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<tr><td>Cash variance</td><td>< $0.50/shift</td><td>$0.18</td><td style="color:var(--fg)">● ON TARGET</td></tr>
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<tr><td>Return rate by reason</td><td>< 3.0%</td><td>2.7%</td><td style="color:var(--fg)">● ON TARGET</td></tr>
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<tr><td>Card reader uptime</td><td>> 99.5%</td><td>99.8%</td><td style="color:var(--fg)">● ON TARGET</td></tr>
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</tbody>
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</table>
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</div>
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</div>
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<div class="footer">
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<p>carolyn-dail.4ort.net · <a href="index.html">Back to Triage Desk</a></p>
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