Guest Services Can I speak to a manager?: A front end thread

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Jun 6, 2013
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Post voids?
Is it true that we can no longer do a post void on a transaction paid with a debit card? When did that start?
Also, when do we start using the new POS receipt lookup? I can’t remember the name of it, but it’s replacing inside POS.
 

Amanda Cantwell

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Mar 27, 2017
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Post voids?
Is it true that we can no longer do a post void on a transaction paid with a debit card? When did that start?
I've not heard of this, as long as it's same day it should work.
Also, when do we start using the new POS receipt lookup? I can’t remember the name of it, but it’s replacing inside POS.
Hopefully not soon. Still can't find some return receipts.
 

gsa4lyfe

Always here
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Jul 31, 2017
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Post voids?
Is it true that we can no longer do a post void on a transaction paid with a debit card? When did that start?
Also, when do we start using the new POS receipt lookup? I can’t remember the name of it, but it’s replacing inside POS.
It’s been live for a while. Only way I can find it is by searching receipt look up on workbench and it’s in one of the stores weekly from like a month ago. It is SOOOOOOOOO much easier and I high recommend it.
 
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Jul 5, 2018
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I have a concern about the scheduling for the team member who closes registers at the end of the night. Usually, that team member is scheduled from 6:30 PM to 12:00 AM and they don't get a meal so they would hit compliance at 12:30 AM. That's usually not a problem except when there are some "notorious" guests who like to price-match and generally stay as long as possible in the store before leaving and the registers can't be closed until they leave.
I'm usually at self-checkout but with modernization, most team members are expected to handle the tasks that GSAs used to do, like closing the registers so I'm wondering what I should do if I ran into this situation because someone has to close the registers but HR will be upset if you hit compliance.
 

Amanda Cantwell

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I have a concern about the scheduling for the team member who closes registers at the end of the night. Usually, that team member is scheduled from 6:30 PM to 12:00 AM and they don't get a meal so they would hit compliance at 12:30 AM. That's usually not a problem except when there are some "notorious" guests who like to price-match and generally stay as long as possible in the store before leaving and the registers can't be closed until they leave.
I'm usually at self-checkout but with modernization, most team members are expected to handle the tasks that GSAs used to do, like closing the registers so I'm wondering what I should do if I ran into this situation because someone has to close the registers but HR will be upset if you hit compliance.
At 12:20 call on the walkie “hey ETLs, I am 10 minutes away from hitting compliance, and there are guests still at the lanes. Can someone come over so I can clock out before I hit”

they’ll come running, and if they don’t, talk to etl hr or call the hotline
 

redeye58

Hasta Ba Rista, Baby!
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They'll likely start requiring you to take a lunch from now on if it's a persistent problem instead of shutting down the dawdlers.
 

Amanda Cantwell

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They'll likely start requiring you to take a lunch from now on if it's a persistent problem instead of shutting down the dawdlers.
If you’re under 6 hours (or 5 in some states) they can’t require you to without extending your shift
 
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At 12:20 call on the walkie “hey ETLs, I am 10 minutes away from hitting compliance, and there are guests still at the lanes. Can someone come over so I can clock out before I hit”

they’ll come running, and if they don’t, talk to etl hr or call the hotline
I figured something like that would be the ideal solution. I'm pretty sure the new ETL for the front end has changed the way the schedule is written. Previously, the GSTLs were scheduled 4:00 PM-12:00 AM so they took a meal and this was never a concern.
My only concern is there are times when there are no ETLs in the building at closing so I (or whomever is in this situation) might have to ask the closing lead to close the registers.
 
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Or bring the closer in at 7 so they have more buffer before compliance.
I wish but the ETL in question wants as much coverage as possible so that's why he schedules the closer at 6:30 PM. Heck, he schedules almost every closing cashier and guest services team member the same way so even if someone else could close the registers, they are in the same boat of having to clock out before 12:30 AM.
 

Amanda Cantwell

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I figured something like that would be the ideal solution. I'm pretty sure the new ETL for the front end has changed the way the schedule is written. Previously, the GSTLs were scheduled 4:00 PM-12:00 AM so they took a meal and this was never a concern.
My only concern is there are times when there are no ETLs in the building at closing so I (or whomever is in this situation) might have to ask the closing lead to close the registers.
Who closes the registers is not your problem, you’re not paid enough to worry about that. What is your problem is making sure you don’t hit compliance. TLs and ETLs know that.
 
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I wish but the ETL in question wants as much coverage as possible so that's why he schedules the closer at 6:30 PM. Heck, he schedules almost every closing cashier and guest services team member the same way so even if someone else could close the registers, they are in the same boat of having to clock out before 12:30 AM.
Partner with HR about this. They have the means to create changes to the schedule of meal compliance is an issue.
 

DBZ

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Dec 9, 2018
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Our store always schedules someone to 30 minutes after close. However, it isn't always the right person LOL. Not everyone who closes at my store can close the drawers. Once I was scheduled for 5 hours 45 minutes. I asked the closer (that night it was the SD) if he wanted me to take a lunch "just in case". He said no, so I listened to him knowing it wasn't the best idea. I clocked out 3 minutes before hitting compliance. There were two regular drawers left that needed closing.

Does your store make you wait till you are actually closed to start closing them? The closing manager usually brings out the robot about 30-60 minutes prior to close.
 
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^^ No. Which is why I can close and get out without needing a lunch but I like to play with fire I guess and always clock out with about 5-7 minutes to spare.
 
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Our store always schedules someone to 30 minutes after close. However, it isn't always the right person LOL. Not everyone who closes at my store can close the drawers. Once I was scheduled for 5 hours 45 minutes. I asked the closer (that night it was the SD) if he wanted me to take a lunch "just in case". He said no, so I listened to him knowing it wasn't the best idea. I clocked out 3 minutes before hitting compliance. There were two regular drawers left that needed closing.

Does your store make you wait till you are actually closed to start closing them? The closing manager usually brings out the robot about 30-60 minutes prior to close.
No, we are allowed to start closing them at around 11:00 PM, obviously starting with the registers that aren't being used. Nothing you could do in your situation, the SD told you not to take a lunch and you came that close to hitting compliance.
 
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Apr 30, 2019
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Specific Compliance rules vary by state, FYI. In Washington state, lunch compliance hits at 5 hours. Since your store closes at 12 midnight, rather than 11 PM like stores in our area, someone scheduled from 6:30 PM to 12 midnight would be required to take a 30-minute meal break before 11:30 PM. Your store seems to have more of a problem with getting guests out of the store at closing than ours does, though we do have stragglers who at some point are politely escorted to the check-out area. We have had our share of stragglers with overflowing carts of items, or expired coupons, or price challenges, or payment cards which just don't seem to be functioning (any correlation with why these folks waited until store closing to check out?)
 
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It is really rare to not have the last guest out by 12:10am on a regular night. Christmas eve and the last Saturday before Christmas were they only nights that went beyond that. If a guest wants to start exchanges or do some kind of overly complicated transaction, they are told they have to come back the following day if they step up to a register after 11:55pm.
 

Amanda Cantwell

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This is just a random question out of curiosity. GCs can have a max load of $500. What happens for a return over 500 that a guest wants on GC? Does it make you do two? Allow a load over $500? Same for merch cards?
 
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